Do you
have a
complaint?
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 the complaint
is to raise the issue as soon as it comes up with
the person you are dealing with. Even if you
don’t notice the issue right away, you can always
get in touch with us at any time to voice your
complaint. Please use any one of the contact
options provided in this brochure.
Before you begin:
■
Have any supporting documents available
■
Consider what solution you think is
appropriate
Step 1
Voice your complaint
To help reach a resolution, please follow these
three steps:
To tell us about your complaint, please use the
contact inf
ormation provided below.
For your own security and safety, never send out your
account numbers, PINs, user names, passwords or
any other conidential 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[email protected]
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[email protected]
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
Step 2
Escalate your complaint
Step 2
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 satisied with the resolution
provided in Step 1, please proceed to Step 2.
You can escalate your complaint in the
f
ollowing 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 conidential
information by e-mail.
Step 2
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.car[email protected]
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:
Mail: Attention: MBNA Customer Relations
1600 James Naismith Drive
Ottawa, ON K1B 5N8
Phone: 18774056262 (toll-free)
Email: customerrelations@td.com
For mbna complaints related to insurance:
Mail: TD Insurance Customer Care
320 Front Street W., 3
rd
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 satisied with the resolution
provided from Customer Care in Step 2, you
can proceed to Step 3 to escalate to the Senior
Customer Complaints Oice.
Step 2
TD Investment Services Inc.
Phone: 18886619029
Email: customer.car[email protected]
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 indings, 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 satisied with the resolution provided in
Step 2, you can proceed to Step 3 to escalate your
concern to the Senior Customer Complaints Oice (an
ailiated 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 inanciers (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 Oice. If you are not satisied
with the response of the Senior Customer Complaints
Step 2
Oice or you do not receive a response from the Senior
Customer Complaints Oice after 56 days have passed
since you raised your complaint in step 1, you may
escalate your complaint to the ADR Chambers Banking
Ombuds Oice (ADRBO).
If your complaint relates to Wealth Insurance Services,
you may escalate your concern to the Senior Customer
Complaints Oice if you are not satisied with our
response. If you are not satisied with the response
from the Senior Customer Complaints Oice, you may
escalate your complaint to the OmbudService for
Life & Health Insurance (OLHI).
TD Securities Inc.
If you are not satisied 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: TDSINS[email protected]
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, 34
th
Floor
Toronto, ON M5J 2T2
If you are not satisied 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 iled 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 inanciers (AMF).
If you are not satisied with the resolution
provided in
Step 2, please proceed to Step 3.
Step 3
Additional Escalation Options
Step 3
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 Oice
The Senior Customer Complaints Oice is an
impartial body within TD responsible for reviewing
customer complaints that remain unresolved
after the completion of the irst two steps of TD’s
customer problem resolution process.
The Senior Customer Complaints Oice will
investigate complaints and act as a liaison
between customers and all business areas within
TD Bank Group in Canada. The Senior Customer
Complaints Oice is employed by TD Bank Group.
While the Senior Customer Complaints Oice
does not report directly to any business areas in
order to protect the oice’s impartiality, it is not
an independent dispute resolution service. The
mandate of the Senior Customer Complaints
Oice is to review your concerns and provide a
response that is objective and unbiased.
When escalating to the Senior Customer
Complaints Oice, 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 Oice
P.O. Box 1, Toronto-Dominion Centre
Toronto, ON M5K 1A2
If you have questions about the Senior
Customer Complaints Oice’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
Step 3
The use of the Senior Customer Complaints Oice
is voluntary. The estimated time that the Senior
Customer Complaints Oice 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 Oice 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 Oice
and wish to escalate, or after 56 days have passed
since you raised your complaint in Step 1.
ADR Chambers Banking Ombuds Oice (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, 10
th
Floor
Toronto, ON M2N 6K8
Step 3
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 Oice and are not satisied
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
satisied 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 ile
transferred directly to the Autorité des marchés
inanciers (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, 6
th
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
Oice 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 inanciers (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, 22
e
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
TD Direct Investing is a division of TD Waterhouse Canada Inc. TD Wealth represents the products and services offered by TD Waterhouse
Canada Inc., TD Waterhouse Private Investment Counsel Inc., TD Wealth Private Banking (offered by The Toronto-Dominion Bank) and
TD Wealth Private Trust (offered by The Canada Trust Company). TD Investment Services Inc. is the distributor of TD Mutual Funds at
TD Canada Trust. TD Insurance refers collectively to the following insurance companies: Security National Insurance Company, Primmum
Insurance Company, TD General Insurance Company, TD Home and Auto Insurance Company and TD Life Insurance Company.
®
The TD logo and other trade-marks are the property of The Toronto-Dominion Bank or its subsidiaries.
519460 (0622)