Resolving your complaint
At TD, we take your complaints seriously and are committed to helping resolve your complaint about TD or the service you’ve received.
Usually, the best way to address your complaint is to raise the issue as soon as it comes up with the person you are dealing with. If you don’t notice the issue right away, you can get in touch with us at any time to voice your complaint. Please use any of the contact options provided in this brochure.
Before you begin:
■ Have any supporting documents available
■ Think about the resolution you want
To help reach a resolution, please follow these three steps:
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, usernames, passwords, or any other confidential information by e-mail.
Personal Banking, Business Banking, Lending Services & Financing Services
For complaints relating to TD Canada Trust, including the following offerings, use the contact information below:
■ 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
■ TD Auto Finance
■ TD Financing Services Inc. (TDFS) – Credit Cards.
Phone: 1-833-259-5980
For complaints relating to MBNA use the contact information below:
Phone: 1-888-876-6262 (toll-free)
TDD: 1-800-872-5758 (toll-free)
Mail: Attention: MBNA Customer Service, P.O. Box 9614, Ottawa ON K1G 6E6
Insurance Services
For complaints relating to TD Insurance:
Home & Auto Insurance
• Phone: 1-866-361-2311
Home & Auto Claims
• Please contact your advisor directly via their direct phone number or email address
Life & Health
• Phone: 1-888-788-0839 Option #1
Small Business Insurance
• Phone: 1-855-724-2883
TD Protection Plans
• Phone: 1-888-983-7070
Travel Insurance
• For Sales & Policy Administration-related complaints, please call our administrator
CanAm Insurance Services (2018) Ltd. at 1-833-962-1143
• For Claims-related complaints, please call our administrator Global Excel Management
Inc at 1-833-962-1140
For any travel insurance related complaint, your first step will be to communicate your complaint to our administrator:
• Speak to one of the licensed representatives about your concern.
• If a licensed representative cannot resolve your issue, it will be escalated to a supervisor
to assist.
If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2.
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
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.
TD Wealth Financial Planning1 Phone: 1-866-646-7888
TD Wealth Private Investment Advice1 Phone: 1-844-321-7101
TD Wealth Private Banking2 Phone: 1-833-259-5980
TD Wealth Private Trust2 Phone: 1-866-854-2440
TD Wealth Private Investment Counsel Inc.2 Please contact your Portfolio Manager directly.
TD Wealth Insurance Services3 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 Global Investment Solutions (TDGIS)
If you are an institutional client of TD Asset Management Inc. and have a concern relating to services you have received from TDGIS, please contact your Relationship Manager or an 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 to Customer Care, using the following contact information.
For your own security and safety, never send your account numbers, PINs, usernames, passwords or any other confidential information by e-mail.
Personal Banking, Business Banking Lending Services &Financing 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
For MBNA complaints that are not insurance related, use the contact information below:
Phone: 1-877-405-6262 (toll-free) Email: customerrelations@td.com
Mail: Attention: MBNA Customer Relations Toronto-Dominion Centre, P.O. Box 1, Toronto, ON M5K 1A2
For MBNA complaints related to insurance:
Phone: 1-877-734-1288 Email: TDINSCC@td.com
tMail: TD Insurance Customer Care
320 Front Street W., 3rd Floor Toronto, ON M5V 3B6
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 Office.
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 & TD Direct Investing
Email: td.waterhouse@td.com
Mail: TD Wealth Cares 79 Wellington Street W, 5th Floor Toronto, ON M5K 1A2
Fax: 416- 982- 2452
Your concerns are important to us. We will work hard to address and resolve them for you. Where required, a written acknowledgment of your complaint will be sent to you within five business days from receipt.
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 Office (an affiliated 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, you must do so within 180 days of receiving our response. If your complaint relates to TD Wealth Private Banking2 or TD Wealth Private Trust2, 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 after 56 days have passed since you raised your complaint in Step 1, you may escalate your complaint to the OBSI.
If your complaint relates to TD Wealth Insurance Services3, you may escalate your concern to the Senior Customer Complaints Office if you are not satisfied with our response. If you are not satisfied with the response from the Senior Customer Complaints Office, 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 Global Investment Solutions.
In the event a problem or concern is not resolved with your Relationship Manager or an Associate, it can be escalated to the Managing Director, Head of Institutional Distribution.
Phone: 1-888-834-6339/ 416-983-0055 Email: inst.info@tdam.com
Mail: TD Global Investment Solutions. 161 Bay Street, 30th 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 office'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:
https://www.td.com/ca/en/about-td/customer-care/senior-customer-complaints-office
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 periods may 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, and Private Trust Complaints
You can submit your complaint to the OBSI 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.
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
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 Step 3
Escalate in Writing to the Ombudsman for Banking Services and Investments (OBSI)
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 (excluding Private Banking and Private Trust), TD Direct Investing, TD Securities Inc., TD Investment Services Inc., and/or TD Global Investment Solutions, 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., TD Wealth Private Investment Counsel Inc., TD Wealth Insurance Services, TD Wealth Private Trust, TD Securities Inc. or TD Global Investment Solutions., 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, 5th Floor Ottawa, ON K1R 1B9
Canadian Investment Regulatory Organization (CIRO) CIRO is the national self-regulatory organization that oversees all investment dealers, mutual fund dealers and trading activity on Canada’s debt and equity marketplaces.
CIRO is carrying on the regulatory functions of the Mutual Fund Dealers Association of Canada and the Investment Industry Regulatory Organization of Canada, and is committed to the protection of investors, providing efficient and consistent regulation, and building Canadians’ trust in financial regulation and the people managing their investments.
Website: www.ciro.ca
Phone: 1-877-442-4322
Email: info@ciro.ca
Mail: Bay Adelaide North, 40 Temperance Street, Suite 2600, Toronto, Ontario, M5H 0B4 Office 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
To learn more, visit any branch, call 1-833-259-5980 or visit td.com TTY 1-800-361-1180
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
