Tangerine's complaint process
What is considered a complaint?
A complaint is an expression of dissatisfaction that is received by / expressed to the Bank, in writing or verbally, about a Bank product or service (or the manner in which either is offered or sold), or the complaint-handling process itself, where a response or resolution is expected.
A complaint may be provided to a Tangerine employee through a variety of sources or channels including email, phone or mail, through social media, or verbally at the Café.
How to escalate complaints
We are committed to providing consumers with exceptional service. To ensure your complaint is dealt with quickly and effectively, the below information explains who to contact, Tangerine’s process, and the steps to take should you wish to move forward with a complaint. You are welcome to request a status update of your complaint at any time during the process.
Pathways to Complaint Resolution
As a first course of action, please contact one of our Associates at 1-888-826-4374 (English) or 1-844-826-4374 (French). If the first person you speak with is not able to resolve your complaint, please ask to speak directly to a manager, who may be able to resolve many issues that arise.
Tangerine can also be emailed at email@example.com. However, this should be used for general inquires only, as it is not considered a secure form of communication. For our clients’ protection, we ask that they call one of our Associates directly to discuss Account specific details.
Upon expressing a complaint to the Bank, you will receive a written acknowledgment including a case number and details of Tangerine’s complaint handling process. You may also receive communication at the conclusion of your complaint.
Contact Tangerine Client Response Group (CRG)
If your complaint is not resolved after 14 days at the first step, it will be escalated to the Tangerine Client Response Group (CRG), the second step in complaint resolution process. You may also request escalation at any time during the 14 days or if you are dissatisfied with the response provided. Upon escalation, we will notify you of the updated point of contact.
We aim to resolve each case as quickly as possible; however, should this exceed 56 days, you will receive a notification outlining next steps. When your case is concluded at the CRG, you will be sent communication outlining the Bank’s response.
E-mail (English): firstname.lastname@example.org
E-mail (French): email@example.com
Mail: Tangerine Client Response Group, 3389 Steeles Avenue East, Toronto, ON, M2H 0A1
Fax: 416-758-5297 or toll-free: 1-877-505-3240
Still not Resolved?
Contact the Customer Complaints Appeals Office (CCAO)
If you are not satisfied following the investigation by the Tangerine CRG, you may submit your complaint in writing to the Customer Complaints Appeals Office (CCAO). The CCAO provides an impartial review of customer complaints for Scotiabank and its domestic subsidiaries, which includes Tangerine Bank, upon request of the client.
When you escalate a complaint to the CCAO, the Terms of Reference will apply. You may view the CCAO Terms of Reference here.
We aim to resolve each case as quickly as possible; however, should this exceed 56 days, you will receive a notification outlining next steps. When your case is concluded at the CCAO, you will be sent communication outlining the Bank’s response.
Contact an External Complaints Body for banking complaints
ADR Chambers Banking Ombuds Office (ADRBO) has been appointed by the Bank to undertake an impartial review of unresolved banking complaints. You may choose to contact ADRBO if there has been no response within 56 days or if you are not satisfied with the outcome provided through the CCAO.
Contact the Financial Consumer Agency of Canada (FCAC)
The FCAC supervises federally regulated financial institutions to ensure they comply with federal consumer protection laws. For example, financial institutions must provide consumers with transparent information about fees, interest rates, and complaint-handling procedures. If you have a complaint about such a regulatory matter, you can contact the FCAC at:
Mail: Financial Consumer Agency of Canada 427 Laurier Avenue West, 6th Floor Ottawa, Ontario K1R 1B9
Telephone: (English) 1-866-461-3222 or (French) 1-866-461-2232
Fax: 1-866-814-2224 / 1-613-941-1436
If you have a complaint related to your Investment Fund Account, please see the ‘Summary of Tangerine Investment Funds Limited Complaint Handling Procedures’.