Step 1) Voice your complaint
To tell us about your complaint, please use the contact information provided below. For your own security and safety, never send out your account numbers, PINs, user names, passwords or any other confidential information by e-mail.
Personal Banking, Business Banking & Lending Services
For complaints relating to TD Canada Trust:
■ Chequing and Saving Accounts
■ Overdraft Protection, Credit Cards
■ Mortgages, Loans, and Lines of Credit
■ GICs, Term Deposits
■ TD Small Business Banking
■ TD Commercial Banking
■ TD Merchant Solutions
You can also use the phone number below for any complaints or information inquiries relating to:
■ TD Auto Finance
■ TD Financing Services Inc.
(TDFS) – Credit Cards.
Phone: 1-833-259-5980
Email: customer.service@td.com
MBNA
For complaints relating to mbna, use the contact information below:
Mail: Attention: MBNA Customer Service
P.O. Box 9614, Ottawa ON K1G 6E6
Phone: 1-888-876-6262 (toll-free)
TDD: 1-800-872-5758 (toll-free)Step 1
Insurance Services
For complaints relating to TD Insurance:
■ Home & Auto
■ Life & Health
■ Credit Protection
■ Travel Insurance
Phone: 1-866-361-2311
TD Investment Services Inc.
For complaints related to any TD Investment Services Inc. account, please contact your TD Canada Trust branch manager directly.
TD Wealth Management
To discuss a complaint you have regarding a TD Wealth account, it’s best to contact your advisor. If you are unsure how to reach your advisor directly, please call the appropriate number below and you will be directed accordingly.
Financial Planning
Phone: 1-866-646-7888
Private Investment Advice
Phone: 1-844-321-7101
Private Banking
Phone: 1-833-259-5980
Email: customer.service@td.com
Private Trust
Phone: 1-866-854-2440
Private Investment Counsel
Please contact your portfolio manager directly.
Wealth Insurance Services
Phone: 1-888-992-4245
TD Direct Investing
If your account is self-directed (TD Direct Investing), please contact us via the phone number or email address below.
Phone: 1-800-465-5463
Email: td.waterhouse@td.com
TD Securities Inc.
To discuss a concern regarding a TD Securities Inc. account, please contact your relationship manager directly.
If you are unsure of your relationship manager’s contact information, you may send an email directly to TD Securities Inc. Compliance at the email address below and you will be directed accordingly.
Email: TDSINSTEQCOMP@tdsecurities.com
TD Asset Management Inc. (TDAM)
If you have a concern relating to services you have received from TDAM, please contact your relationship manager or a TDAM associate directly.
If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2.
Step 2) Escalate your complaint
You can escalate your complaint in the following ways:
1. Ask the individual you are dealing with in Step 1 to escalate on your behalf.
or
2. Escalate the complaint directly with Customer Care, using the following contact information.
For your own security and safety, never send your account numbers, PINs, user names, passwords or any other confidential information by e-mail.
Personal Banking, Business Banking & Lending Services
(Includes TD Canada Trust, TD Auto Finance, TD Financing Services Inc. (TDFS) – Credit Cards)
Phone: 1-888-661-9029
Email: customer.care@td.com
Mail: Customer Care, Toronto-Dominion Centre,
P.O. Box 1, Toronto ON M5K 1A2
MBNA
For mbna complaints that are not insurance related, use the contact information below:
Mail: Attention: MBNA Customer Relations
1600 James Naismith Drive
Ottawa, ON K1B 5N8
Phone: 1-877-405-6262 (toll-free)
Email: customerrelations@td.com
mbna
For mbna complaints related to insurance:
Mail: TD Insurance Customer Care
320 Front Street W., 3rd Floor
Toronto, ON M5V 3B6
Phone: 1-877-734-1288
Email: TDINSCC@td.com
Insurance Services (TD Insurance)
Phone: 1-877-734-1288
Email: tdinscc@td.com
Mail: Customer Care
Toronto-Dominion Centre, P.O. Box 1
Toronto, ON M5K 1A2
If you are not satisfied with the resolution provided from Customer Care in Step 2, you can proceed to Step 3 to escalate to the Senior Customer Complaints Ofice.
TD Investment Services Inc.
Phone: 1-888-661-9029
Email: customer.care@td.com
Mail: Canadian Personal Banking Customer Care
Toronto-Dominion Centre, P.O. Box 1
Toronto, ON M5K 1A2
TD Wealth Management & Direct Investing Services
(Includes TD Wealth and TD Direct Investing)
Fax: 1-877-725-9525
Email: td.waterhouse@td.com
Mail: Client Complaint Resolution Team
P.O. Box 5999, Station F
Toronto, ON M4Y 2T1
For complaints relating to TD Investment Services Inc. and TD Wealth Management & Direct Investing Services, our response in Step 2 will summarize your complaint and our findings, and will contain a reminder about escalation options available to you, including Step 3, should your concerns not be addressed to your satisfaction.
If you are not satisfied with the resolution provided in Step 2, you can proceed to Step 3 to escalate your concern to the Senior Customer Complaints Ofice (an afiliated service that is a voluntary process described in Step 3) and/or the Ombudsman for Banking Services and Investments (OBSI). For residents of Québec, you may proceed to Step 3 to escalate your concern to the Autorité des marchés financiers (AMF).
You may immediately escalate your complaint to the OBSI directly if we do not provide you with a response within 90 days of your complaint. If you wish to escalate your complaint to the OBSI directly because we have not provided you with a response within 90 days of your complaint, and we later provide you with a response, you must do so within 180 days of our response.
If your complaint relates to TD Private Banking or TD Private Trust, you may escalate your concern to the Senior Customer Complaints Office. If you are not satisfied with the response of the Senior Customer Complaints Office or you do not receive a response from the Senior Customer Complaints Office after 56 days have passed since you raised your complaint in step 1, you may escalate your complaint to the ADR Chambers Banking Ombuds Ofice (ADRBO).
If your complaint relates to Wealth Insurance Services you may escalate your concern to the Senior Customer Complaints Ofice if you are not satisfied with our response. If you are not satisfied with the response from the Senior Customer Complaints Ofice, you may escalate your complaint to the OmbudService for Life & Health Insurance (OLHI).
TD Securities Inc.
If you are not satisfied with the resolution provided by your relationship manager, you can contact TD Securities Inc. Compliance at the email address below or proceed directly to Step 3.
Email: TDSINSTEQCOMP@tdsecurities.com
TD Asset Management Inc.
In the event a problem or concern is not resolved with your relationship manager or TDAM associate, it can be escalated to TDAM’s Managing Director, Head of Institutional Distribution.
Phone: 1-888-834-6339/ 416-983-0055
Email: inst.info@tdam.com
Mail: TD Asset Management Inc.
161 Bay Street, 34th Floor
Toronto, ON M5J 2T2
If you are not satisfied with the resolution provided by the Managing Director, Head of Institutional Distribution and/ or we did not provide you with a response within 90 days of the date you filed your complaint, please proceed to Step 3. For residents of Québec, you may proceed to Step 3 to escalate your concern to the Autorité des marchés financiers (AMF).
If you are not satisfied with the resolution provided in Step 2, please proceed to Step 3.
Step 3) Additional Escalation Options
At Step 3, there are several escalation options that may provide further review of your concern or additional information.
Escalate to the Senior Customer Complaints Office
The Senior Customer Complaints Office is an impartial body within TD responsible for reviewing customer complaints that remain unresolved after the completion of the first two steps of TD’s customer problem resolution process.
The Senior Customer Complaints Office will investigate complaints and act as a liaison between customers and all business areas within TD Bank Group in Canada. The Senior Customer Complaints Office is employed by TD Bank Group. While the Senior Customer Complaints Office does not report directly to any business areas in order to protect the ofice’s impartiality, it is not an independent dispute resolution service. The mandate of the Senior Customer Complaints Office is to review your concerns and provide a response that is objective and unbiased.
When escalating to the Senior Customer Complaints Office, please be sure to provide us with your contact information, details of your concerns, and your proposed resolution. You can send your complaints to:
Email: td.scco@td.com
Mail: Attn: Senior Customer Complaints Office
P.O. Box 1, Toronto-Dominion Centre
Toronto, ON M5K 1A2
If you have questions about the Senior Customer Complaints Office’s process, or require assistance in escalating your complaint, you can reach us at 1-888-361-0319 or visit our website for more information:
www.td.com/to-our-customers/scco.jsp
The use of the Senior Customer Complaints Office is voluntary. The estimated time that the Senior Customer Complaints Office takes to review and provide a response to matters varies; however, complex investigations may take longer to resolve. Please note that statutory limitation periodsmay continue to run while the Senior Customer Complaints Office reviews a complaint, which could impact the ability to commence a civil action.
For Personal Banking, Business Banking, Lending Services, Private Banking, Private Trust Complaints
You can submit your complaint to ADRBO for review once you have received a response in writing from Senior Customer Complaints Office and wish to escalate, or after 56 days have passed since you raised your complaint in Step 1.
ADR Chambers Banking Ombuds Ofice (ADRBO)
Website: www.bankingombuds.ca
Phone: 1-800-941-3655
Email: contact@bankingombuds.ca
Mail: 31 Adelaide Street East
P.O. Box 1006
Toronto, ON M5C 2K4
For Insurance
Ombudsman for Life & Health Insurance
Website: www.olhi.ca
Phone: 1-888-295-8112
Mail: 20 Adelaide St. East, Suite 802
P.O. Box 29
Toronto, ON M5C 2T6
Attention: General Manager
General Insurance OmbudService
Website: www.giocanada.org
Phone: 1-877-225-0446
Mail: 4711 Yonge Street, 10th Floor
Toronto, ON M2N 6K8
Escalate in Writing to the Ombudsman for Banking Services and Investments
You may also escalate your complaint to the OBSI if you escalated your concern to the Senior Customer Complaints Office and are not satisfied with the response you received. You must escalate your complaint to OBSI within 180 days after receipt of our Step 2 response. The services of the OBSI are independent of TD and free.
In the case of concerns regarding TD Wealth Management (excluding Private Banking and Private Trust), TD Direct Investing, TD Securities Inc., TD Investment Services Inc., and/or TD Asset Management Inc., you may escalate your complaint to the OBSI directly if you are not satisfied with our Step 2 response or if we do not provide you with a response within 90 days of your complaint.
Ombudsman for Banking Services and Investments (OBSI)
Website: www.obsi.ca
Phone: 1-888-451-4519
Email: ombudsman@obsi.ca
Mail: 20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, ON M5H 3R3
Quebec Residents
If you are a resident of Quebec and you have a concern relating to TD Insurance, TD Investment Services Inc., Private Investment Counsel, TD Wealth Insurance Services, Private Trust or TD Asset Management Inc. you may have your file transferred directly to the Autorité des marchés financiers (AMF) for review. The contact information for the AMF is listed under the Industry Regulators and Additional Resources section below
Industry Regulators and Additional Resources
The following independent services may provide you with information and a further review of your complaint. These agencies may contact TD to facilitate their investigation and work toward a resolution.
Financial Consumer Agency of Canada (FCAC)
Website: www.fcac-acfc.gc.ca
Phone: 1-866-461-3222
Mail: 427 Laurier Avenue W, 6th Floor
Ottawa, ON K1R 1B9
The Mutual Fund Dealers Association of Canada (MFDA)
Website: www.mfda.ca
Phone: 1-888-466-6332
Email: complaints@mfda.ca
Mail: Attn: MFDA Complaints
121 King Street West, Suite 1000
Toronto, ON M5H 3T9
or fax it to (416) 361-9073
Investment Industry Regulatory Organization of Canada (IIROC)
Website: www.iiroc.ca
Phone: 1-877-442-4322
Email: investorinquiries@iiroc.ca
Mail: 121 King Street West, Suite 2000
Toronto, ON M5H 3T9
Ofice of the Privacy Commissioner of Canada (OPCC)
Website: www.priv.gc.ca
Phone: 1-800-282-1376
Fax: 1-819-994-5424
Mail: 30 Victoria Street
Gatineau, QC K1A 1H3
Autorité des marchés financiers (AMF)
Website: www.lautorite.qc.ca
Phone: Quebec City: 418-525-0337
Montreal: 514-395-0337
Other Regions: 1-877-525-0337
Mail: 800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal, QC H4Z 1G3
Third-party complaint-handling process for this institution:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
