Do you have
a complaint?
For your own security and safety, never send out your
account or pin numbers, user names, passwords or any
other conidential information by e-mail.
Insurance Services
For complaints relating to TD Insurance:
■
Home & Auto
■
Life & Health
■
Credit Protection
■
Travel Insurance
Phone: 18663612311
Wealth Management &
Direct Investing Services
To discuss any complaints you have with your
TD Wealth accounts, it’s best to contact your
Advisor. If you are unsure how to reach your
Advisor directly, please call the appropriate
number below and an agent will provide you
with their contact information.
Financial Planning
Phone: 18666467888
Private Investment Advice
Phone: 18666468338
Private Client Group
(Includes Private Banking, Private Trust,
and Private Investment Counsel)
Phone: 18662802022
For complaints relating to TD Direct Investing:
Phone: 18004655463
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, be ready to:
■
Have any supporting documents available
■
Consider what solution you think is
appropriate
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.
Personal Banking & Lending Services
For complaints relating to TD Canada Trust:
■
Chequing and Saving Accounts
■
Overdraft Protection, Credit Cards
■
Mortgages, Loans, and Lines of Credit
■
TD Mutual Funds, 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: 18332595980
Email: customer[email protected]
In Person: visit one of our branches
If you are not satisied 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.
2. Escalate the complaint directly with
Customer Care, using the following
contact information.
Personal Banking & Lending Services
(Includes TD Canada Trust, TD Auto Finance,
TD Financing Services Inc. (TDFS) – Credit Cards)
Phone: 18886619029
Email: customer.car[email protected]
Mail: Customer Care, Toronto-Dominion
Centre, P.O. Box 193, Toronto,
ON M5K 1H6
Insurance Services (TD Insurance)
Phone: 18777341288
Email: tdinscc@td.com
Mail: Customer Care, Toronto-Dominion
Centre, P.O. Box 1, Toronto, ON M5K 1A2
Wealth Management &
Direct Investing Services
(Includes TD Wealth and TD Direct Investing)
Fax: 18777259525
Email: td.waterhouse@td.com
Mail: Client Complaint Resolution Team, P.O.
Box 5999, Station F, Toronto, ON, M4Y 2T1
For your own security and safety, never send your account
or pin numbers, user names, passwords or any other
conidential information by e-mail.
Step 3: Escalate in writing to
the TD Ombudsman
Please review the following information to
escalate to TD’s Oice of the Ombudsman.
The TD Ombudsman’s Oice is an
independent 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 TD Ombudsman’s Oice will investigate
complaints and act as a liaison between
customers and all business areas within
TD Bank Group in Canada. The TD
Ombudsman’s Oice does not report directly
to any of these business areas in order to be
impartial in addressing customer complaints.
Escalations to the TD Ombudsman’s Oice
must be made in writing. 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.[email protected]
Mail: Attn: Oice of the Ombudsman
P.O. Box 1, Toronto-Dominion Centre,
Toronto, ON M5K 1A2
If you have questions about the
Ombudsman’s process, or require
assistance in escalating your complaint
you can reach us at 18883610319 or visit
our website below for more information:
www.td.com/ombudsman.jsp
If you are not satisied with the resolution
provided from Customer Care in Step 2,
you can proceed to Step 3 to escalate to
TD’s Ofice of the Ombudsman. Be sure to have
a decision in writing before escalating further.
Additional Resources
If you require further assistance after the decision
of the TD Ombudsman, 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.
For Personal Banking and Lending Complaints
ADR Chambers Banking Ombuds Oice (ADRBO)
Website: www.bankingombuds.ca
Phone: 18009413655
Email: contact@bankingombuds.ca
Mail: 31 Adelaide Street East, P.O. Box 1006
Toronto, ON M5C 2K4
You can submit your complaint to ADRBO for review
once you have received a response in writing from
TD’s Ombudsman Oice and wish to escalate, or
after 90 days have passed since the escalation of
your complaint in Step 2.
For Investment Products and Service
Complaints (Including Mutual Funds, Wealth
Management & Direct Investing Services)
Ombudsman for Banking Services
and Investments (OBSI)
Website: www.obsi.ca
Phone: 18884514519
Email: ombudsman@obsi.ca
Mail: 401 Bay Street, Suite 1505, P.O. Box 5
Toronto, ON M5H 2Y4
You can submit your complaint to OBSI for review
once you have received a response in writing from
TD’s Ombudsman Oice and wish to escalate, or
after 90 days have passed since the escalation of
your complaint in Step 2.
For Insurance Complaints
Ombudsman for Life & Health Insurance
Website: www.olhi.ca
Phone: 18882958112
Mail: 401 Bay Street, P.O. Box 7
Toronto, ON M5H 2Y4
Attention: General Manager
General Insurance OmbudService
Website: www.giocanada.org
Phone: 18772250446
Mail: 10 Milner Business Court, Suite 701
Toronto, ON M1B 3C6
Autorite des marches financiers In Quebec,
the Autorité des marchés financiers (AMF)
If your complaint is still not resolved and you are a
Quebec resident, you can also ask to have your ile
transferred to the AMF.
Website: www.lautorite.qc.ca
Phone: Quebec City 418 5250337
Montreal 514 3950337
Other Regions 1 877 5250337
Mail: 800, square Victoria, 22e étage
C.P. 246, tour de la Bourse
Montréal (Québec) H4Z 1G3
Industry Regulators
Financial Consumer Agency of Canada
Website: www.fcac-acfc.gc.ca
Phone: 18664613222
Mail: 427 Laurier Avenue W, 6th Floor,
Ottawa, ON K1R 1B9
The Mutual Fund Dealers Assoc. of Canada
Website: www.mfda.ca
Phone: 18884666332
Email: complaints@mfda.ca
Mail: 121 King Street West, Suite 1000
Toronto, ON M5H 3T9
Investment Industry Regulatory Organization
of Canada (IIROC)
Website: www.iiroc.ca
Phone: 18774424322
Email: investorinquiries@iiroc.ca
Mail: 121 King Street West, Suite 2000
Toronto, ON M5H 3T9
Ofice of the Privacy Commissioner of Canada (OPCC)
Website: ww.priv.gc.ca
Phone: 18002821376 Fax: 18199945424
Mail: 30 Victoria Street, Gatineau, QC K1A 1H3
®
The TD logo and other trade-marks are the property of The Toronto-Dominion Bank.
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 Insurance refers collectively to the following personal life insurance companies: Security National Insurance
Company, Primmum Insurance Company, TD General Insurance Company, TD Home and Auto Insurance Company
and TD Life Insurance Company.
519460(0118)
To learn more, visit any branch,
call 18332595980 or visit td.com
TTY
18003611180
