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Note: To help us ensure we’re able to provide timely service, if you have a general inquiry, you can email us at info@tangerine.ca. For Account-specific matters, rather than email, which isn’t considered a secure channel, please call our Contact Centre at 1-888-826-4374. If you have a complaint, please refer to our process below.

Complaints Handling Process

Raising a Complaint

Uncomplicated banking is all about keeping things simple. So let’s do that. Here are some channels you can reach out to for raising a complaint.

Call

You can also raise a complaint to Tangerine Bank by calling:

(English): 1-888-826-4374

(French): 1-844-826-4374

Remember: If the first person you speak with isn’t able to resolve your complaint, ask to speak directly to a supervisor for further assistance. 

Or Email

You can raise a complaint to Tangerine Bank by emailing:

(English): clientconcerns@tangerine.ca

(French): preoccupationsclients@tangerine.ca

Please note, email is not considered a secure form of communication. A Supervisor will still need to contact you over the phone to confirm your identity, discuss your complaint and determine next steps.


After speaking to a Tangerine representative, you will receive a written acknowledgment including a case number and details of Tangerine’s complaint handling process. You can request a status update of your complaint at any time during the process, and you may also receive communication at the conclusion of your complaint.
 

Contact Tangerine Client Response Group (CRG)


E-mail (English): 
theclientresponsegroup@tangerine.ca

E-mail (French): 
groupedecommunication@tangerine.ca

Mail: Tangerine Client Response Group, 3389 Steeles Avenue East, Toronto, ON, M2H 0A1
Fax: 416-758-5297 or toll-free: 1-877-505-3240
 

If your complaint is not resolved after 14 days, it will be escalated to the Tangerine Client Response Group (CRG), then you will be notified of your new point of contact.
 

You may also request escalation at any time within the 14 days or if you’re dissatisfied with the response provided.

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.

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.

 

E-mail: CCAO@scotiabank.com
Mail: Customer Complaints Appeals Office, 44 King Street West Toronto, ON M5H 1H1
Telephone: 1-800-785-8772
Fax: 1-866-787-7061

CCAO Annual Report

Contact the external complaints body for banking complaints

The Ombudsman for Banking Services and Investments (OBSI) has been designated as the single external complaints body for banking in Canada. OBSI is responsible for providing a fair and impartial review of unresolved banking complaints.


You may choose to contact OBSI if there has been no response from Tangerine within 56 days of your complaint or if you are not satisfied with the outcome provided by the Customer Complaints Appeals Office (CCAO).

 

Website: https://www.obsi.ca

E-mail: ombudsman@obsi.ca

Mail: Ombudsman for Banking Services and Investments (OBSI) 20 Queen Street West, Suite 2400 P.O. Box 8 Toronto, Ontario M5H 3R3

Telephone: 1-888-451-4519

Fax: 1-888-422-2865

You may contact the Financial Consumer Agency of Canada (FCAC)

The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws. Financial institutions are legally required to have a complaint-handling process in place. If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.

 

If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body: Ombudsman for Banking Services and Investments (OBSI).

 

Website: https://www.obsi.ca

 

If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.

 

Website: www.canada.ca/fcac

Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html

 

Phone:

For service in English: 1-866-461-FCAC (3222)

For service in French: 1-866-461-ACFC (2232)

For calls from outside Canada: 613-960-4666

Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771

 

Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.

Visit: https://srvcanadavrs.ca/en/ to learn more.

 

Mailing address:

Financial Consumer Agency of Canada

427 Laurier Avenue West, 5th Floor

Ottawa ON K1R 7Y2

 

If you have a complaint related to your Investment Fund Account, please see the ‘Summary of Tangerine Investment Funds Limited Complaint Handling Procedures’.

If you must serve documents on Tangerine by mail or in person, please send your documents to the following address:

Tangerine
1800 McGill College Avenue, 12th Floor
Montreal, Quebec, Canada, H3A 3J6