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Home / Customer Care / Resolving your complaints
Resolving your complaints
At TD, we take your complaints seriously and are committed to helping resolve your complaint about TD or the service you’ve received.
Do you have a complaint?
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. Even 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 the drop-down options below.
Before you begin, we recommend that you have any supporting documents available. For your own security and safety, never send your account numbers, PINs, usernames, passwords or any other confidential information by email.
Which area of TD is your complaint related to?
Step 1: Voice your complaint
Tell us about your complaint and we'll work together to resolve it. For complaints related to:
slide 1 of 4
You can contact us as follows:
Phone: 1-833-259-5980
You can contact us as follows:
Phone: 1-833-259-5980
Step 2: Escalate your complaint
You can escalate your complaint in the following ways:
- Ask the individual you are dealing with in Step 1 to escalate on your behalf.
- Escalate the complaint directly, using the following contact information:
Step 3: Additional escalation options
If you are not satisfied with the outcome you've received, you may escalate your concerns further using the options below:
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.
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
Telephone: 1-888-361-0319 (toll-free)
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2
Website: Senior Customer Complaints Office website
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.
You have up to 180 days to submit your complaint to OBSI for review once you have received a response in writing from Senior Customer Complaints Office (SCCO) 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
If you have a concern related to a product issued by The Canada Trust Company or TD Mortgage Corporation (chequing accounts, savings accounts, registered accounts or GICs) or a registered product for which The Canada Trust Company is the trustee:
- Your complaint will follow the complaint handling process as outlined here. If you require assistance in lodging your complaint, you can contact us at 1-833-259-5980. For further information on the processing of your complaint, you may contact Customer Care by phone at 1-888-661-9029 or email at customer.care@td.com
- You will receive a response from us within 20 days verbally or within 60 days of receipt of your complaint (90 days in exceptional circumstances) in writing which sets out our final position and provides escalation options available to you
You may request to have your complaint examined by the Autorité des marchés financiers (AMF) at any time. You can file your complaint and obtain more information at the link listed under the Industry Regulators and Additional Resources section below
The following independent services or agencies 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
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
In Quebec, the Autorité des marchés financiers (AMF)
Website: www.lautorite.qc.ca/en/general-public/assistance-and-complaints
Phone:
Quebec City 418-525-0337
Montreal 514-395-0337
Other Regions 1-877-525-0337
Mail: 800, rue du Square Victoria, bureau 2200 Montréal (Québec) H3C 0B4
To save a copy of our problem resolution process, download our printable Customer Problem Resolution brochure.
Step 1: Voice your complaint
For complaints relating to MBNA, use the contact information below:
Mail: Attention: MBNA Customer Service
P.O. Box 9614, Ottawa ON K1G 5E6
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
Phone: 1-888-876-6262 (toll-free)
TDD: 1-800-872-5758 (toll-free)
Step 2: Escalate your complaint
You can escalate your complaint in the following ways:
- Ask the individual you are dealing with in Step 1 to escalate on your behalf.
- Escalate the complaint directly, using the following contact information:
slide 1 of 2
Step 3: Additional escalation options
If you are not satisfied with the outcome you've received, you may escalate your concerns further using the options below:
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.
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
Telephone: 1-888-361-0319 (toll-free)
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2
Website: 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.
You have up to 180 days to submit your complaint to OBSI for review once you have received a response in writing from Senior Customer Complaints Office (SCCO) 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
The following independent services or agencies 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
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
In Quebec, the Autorité des marchés financiers (AMF)
Website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints
Phone:
Quebec City 418-525-0337
Montreal 514-395-0337
Other Regions 1-877-525-0337
Mail: 800, rue du Square Victoria, bureau 2200 Montréal (Québec) H3C 0B4
To save a copy of our problem resolution process, download our printable Customer Problem Resolution brochure.
Step 1: Voice your complaint
For complaints relating to TD Insurance4, including
Home & Auto
- Phone: 1-866-361-2311
Home & Auto Claims:
- Please contact your advisor directly by using their direct phone number or email
Small Business Insurance:
- Phone: 1-855-724-2883
Life & Health:
- Phone: 1-888-788-0839 Option #1
Travel:
- 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 their supervisor to assist.
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:
- Ask the individual you are dealing with in Step 1 to escalate on your behalf.
- Escalate the complaint directly, using the following contact information:
Step 3: Additional escalation options
If you are not satisfied with the outcome you've received, you may escalate your concerns further using the options below:
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.
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
Telephone: 1-888-361-0319 (toll-free)
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2
Website: 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.
OmbudService for Life & Health Insurance
Website: www.olhi.ca
Phone: 1-888-295-8112
Mail: 2 Bloor Street West, Suite 700 Toronto, ON M4W 3E2
General Insurance OmbudService
Website: www.giocanada.org
Phone: 1-877-225-0446
Mail: 4711 Yonge Street, 10th Floor Toronto, ON M2N 6K8
For creditor protection complaints, you may escalate to 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 have up to 180 days to submit your complaint to OBSI for review once you have received a response in writing from Senior Customer Complaints Office (SCCO) and wish to escalate, or after 56 days have passed since you raised your complaint in step 1. The services of the OBSI are independent of TD and free.
In the case of concerns regarding TD Wealth Management (excluding TD Wealth Private Banking and TD Wealth 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
If you have a concern related to a product issued by TD Insurance (Home & Auto, Small Business Insurance, Home & Auto Claims, Life & Health, Travel):
- Your complaint will follow the complaint handling process as outlined here. If you require assistance in lodging your complaint, you can contact us at 1-833-259-5980. For further information on the processing of your complaint, you may contact Customer Care by phone at 1-877-734-1288 or email at tdinscc@td.com
- You will receive a response from us within 20 days verbally or within 60 days of receipt of your complaint (90 days in exceptional circumstances) in writing which sets out our final position and provides escalation options available to you
- You may request to have your complaint examined by the Autorité des marchés financiers (AMF) at any time. You can file your complaint and obtain more information at the link listed under the Industry Regulators and Additional Resources section below
If you are a client of TD Insurance, please visit Customer Service & Problem Resolution.
The following independent services or agencies 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
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
In Quebec, the Autorité des marchés financiers (AMF)
Website: https://www.lautorite.qc.ca/en/general-public/assistance-and-complaints
Phone:
Quebec City 418-525-0337
Montreal 514-395-0337
Other Regions 1-877-525-0337
Mail: 800, rue du Square Victoria, bureau 2200 Montréal (Québec) H3C 0B4
To save a copy of our problem resolution process, download our printable Customer Problem Resolution brochure.
Step 1: Voice your complaint
For complaints related to any TD Investment Services Inc.6 account, please contact your TD Canada Trust Branch Manager directly or Money In Contact Center at 1-888-568-0951. To find your local TD Canada Trust Branch, please click here.
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:
- Ask the individual you are dealing with in Step 1 to escalate on your behalf.
- Escalate the complaint directly, using the following contact information:
Step 3: Additional escalation options
If you are not satisfied with the outcome you've received, you may escalate your concerns further using the options below:
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.
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
Telephone: 1-888-361-0319 (toll-free)
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2
Website: 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.
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 Investment Services 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
If you are a resident of Quebec and you have a concern relating to TD Investment Services Inc., you may request your complaint record be examined by the Autorité des marchés financiers (AMF). This may be done at any time or if the complaint has not been resolved within 60 days. In exceptional circumstances, resolution may be provided within 90 days. You may file your complaint directly or request to have the file transferred on your behalf. Additional Information is available using the link listed under the Industry Regulators and Additional Resources section below.
The following independent services or agencies 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)
Website: www.ciro.ca
Phone: 1-877-442-4322
Email: info@ciro.ca
Mail: 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
In Quebec, the Autorité des marchés financiers (AMF)
Website: www.lautorite.qc.ca/en/general-public/assistance-and-complaints
Phone:
Quebec City 418-525-0337
Montreal 514-395-0337
Other Regions 1-877-525-0337
Mail: 800, rue du Square Victoria, bureau 2200 Montréal (Québec) H3C 0B4
To save a copy of our problem resolution process, download our printable Customer Problem Resolution brochure.
Step 1: Voice your complaint
To discuss a complaint regarding an advised TD Wealth account, it is best to first 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 Counsel2
Please contact your Portfolio Manager directly. - TD Wealth Insurance Services3
Phone: 1-888-992-4245
Your advisor may refer you to speak with their Manager directly. The Manager has the decision-making authority to resolve most problems and will immediately escalate a concern to Step 2, if required.
Alternatively, if you are not satisfied with the resolution provided in Step 1, you may proceed to Step 2.
Step 2: Escalate your complaint
You can escalate your complaint to Step 2 in the following ways:
- Ask the individual you are dealing with in Step 1 to escalate on your behalf.
- Escalate the complaint directly, using the following contact information:
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 acknowledgement of your complaint will be sent to you within five (5) business days from the date we receive your complaint.
In addition to acknowledging your complaint in writing, we will also provide a substantive response in writing within 90 days of the date we received your complaint. In some cases, we are required to provide a substantive response in writing within 56 days or 60 days.
Our response in Step 2 will summarize your complaint and our findings and include 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).
If you wish to escalate your complaint to the OBSI directly, you must do so within 180 days of receiving our response. You may immediately escalate your complaint to the OBSI directly if we do not provide you with a response within the timeframe stated in our written acknowledgment of your complaint.
If your complaint relates to TD Wealth Private Banking2, you may escalate your concern to the Senior Customer Complaints Office (SCCO) or to OBSI. You have up to 180 days to submit your complaint to OBSI for review once you have received a response in writing from SCCO and wish to escalate, or after 56 days have passed since you raised your complaint in Step 1.
If your complaint relates to TD Wealth Insurance Services3, you may escalate your concern to the Senior Customer Complaints Office and/or the OmbudService for Life & Health Insurance (OLHI). Refer to Step 3.
Step 3: Additional escalation options
If you are not satisfied with the outcome you've received, you may escalate your concerns further using the options below:
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.
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
Telephone: 1-888-361-0319 (toll-free)
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2
Website: 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.
In the case of concerns regarding TD Wealth (excluding TD Wealth Private Banking), you may escalate your complaint to the OBSI directly if you are not satisfied with our Step 2 response. You must escalate your complaint to OBSI within 180 days after receipt of our Step 2 response.
You may immediately escalate your complaint to the OBSI directly if we do not provide you with a response within the timeframe indicated in our written acknowledgement of your complaint in Step 2.
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.
In the case of concerns regarding TD Wealth Private Banking, you have up to 180 days to submit your complaint to 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.
The services of the OBSI are independent of TD and free. You can reach the OBSI using the contact information below:
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
If your complaint relates to TD Wealth Insurance Services3, and 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):
OmbudService for Life & Health Insurance
Website: www.olhi.ca
Phone:1-888-295-8112
Mail: 2 Bloor Street West, Suite 700 Toronto, ON M4W 3E2
For creditor protection complaints, you may escalate to OBSI.
If you are a resident of Quebec and you have a concern relating to TD Wealth Private Investment Counsel, TD Wealth Insurance Services, or TD Wealth Private Trust, you may have your file transferred directly to the Autorité des marchés financiers (AMF) for review.
If you are a client of TD Wealth Private Investment Counsel and a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' available in English and French.
If you are a client of TD Wealth Insurance Services and a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' available in English and French.
If you are a client of TD Private Trust and a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' available in English and French.
If you have a concern relating to TD Wealth Financial Planning or TD Wealth Private Investment Advice, you may consider free mediation services offered by the Autorité des marchés financiers (AMF). Additionally, if you are not satisfied with the resolution provided in Step 2 and/or with the decision of the TD Senior Customer Complaints Office, you can request that your complaint file be transferred to the AMF. Following the transfer, the AMF will examine the complaint file and, if deemed appropriate, may offer dispute resolution services.
You may request your complaint record be examined at any time or if the complaint has not been resolved within 60 days. In exceptional circumstances, resolution may be provided within 90 days.
The filing of a complaint with the AMF is voluntary and does not interrupt the prescriptive period of civil remedies.
For more information on AMF mediation services, you may contact the AMF by telephone toll-free at 1-877-525-0337, by email at renseignementsconsommateur@lautorite.qc.ca, or online at www.lautorite.qc.ca/en/general-public/assistance-and-complaints
The following independent services or agencies 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)
Website: www.ciro.ca
Phone: 1-877-442-4322
Email: info@ciro.ca
Mail: 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
In Quebec, the Autorité des marchés financiers (AMF)
Website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints
Phone:
Quebec City 418-525-0337
Montreal 514-395-0337
Other Regions 1-877-525-0337
Mail: 800, rue du Square Victoria, bureau 2200 Montréal (Québec) H3C 0B4
To save a copy of our problem resolution process, download our printable Customer Problem Resolution brochure.
Step 1: Voice your complaint
If your account is self-directed (TD Direct Investing1), please contact us via the phone number or email address below.
Phone: 1-800-465-5463
Email: td.waterhouse@td.com
If your problem is not resolved to your satisfaction, ask to speak with a Manager. Managers have the decision-making authority to resolve most problems and will immediately escalate a concern to Step 2, if required.
Alternatively, if you are not satisfied with the resolution provided in Step 1, please proceed to Step 2.
Phone: 1-800-465-5463
Email: td.waterhouse@td.com
If your problem is not resolved to your satisfaction, ask to speak with a Manager. Managers have the decision-making authority to resolve most problems and will immediately escalate a concern to Step 2, if required.
Alternatively, 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:
- Ask the individual you are dealing with in Step 1 to escalate on your behalf.
- Escalate the complaint directly, using the following contact information:
Email: td.waterhouse@td.com
Mail: TD Wealth Cares
79 Wellington Street West, 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 applicable, a written acknowledgement of your complaint will be sent to you within five (5) business days from the date we received your complaint.
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).
If you wish to escalate your complaint to the OBSI directly, you must do so within 180 days of receiving our response. You may immediately escalate your complaint to the OBSI directly if we do not provide you with a response within the timeframe indicated in our written acknowledgement of your complaint.
For residents of Québec, you may also proceed to Step 3 to escalate your concerns to the Autorité des marchés financiers (AMF). You may request your complaint record be examined at any time or if the complaint has not been resolved within 60 days. In exceptional circumstances, resolution may be provided within 90 days.
Step 3: Additional escalation options
If you are not satisfied with the outcome provided in Step 2, you may escalate your concerns further using the options below:
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.
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
Telephone: 1-888-361-0319 (toll-free)
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2
Website: 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.
You may escalate your complaint to the OBSI directly if you are not satisfied with our Step 2 response. You must escalate your complaint to OBSI within 180 days of the date you receive our Step 2 response.
You may immediately escalate your complaint to the OBSI directly if we do not provide you with a response within the timeframe indicated in our acknowledgement of your complaint.
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.
The services of the OBSI are independent of TD and free.
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
If you have a concern relating to TD Direct Investing and are a resident of Quebec, you may consider free mediation services offered by the Autorité des marchés financiers (AMF).
Additionally, if you are not satisfied with the resolution provided in Step 2 and/or with the decision of the TD Senior Customer Complaints Office, you can request that your complaint file be transferred to the AMF. Following the transfer, the AMF will examine the complaint file and, if deemed appropriate, may offer dispute resolution services.
You may request your complaint record be examined at any time or if the complaint has not been resolved within 60 days. In exceptional circumstances, resolution may be provided within 90 days.
The filing of a complaint with the AMF is voluntary and does not interrupt the prescriptive period of civil remedies.
For more information on AMF mediation services, you may contact the AMF by telephone toll-free at
1-877-525-0337, by email at renseignementsconsommateur@lautorite.qc.ca, or online at www.lautorite.qc.ca/en/general-public/assistance-and-complaints
The following independent services or agencies 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)
Website: www.ciro.ca
Phone: 1-877-442-4322
Mail: 40 Temperance Street, Suite 2600, Toronto, Ontario, M5H 0B4
Email: info@ciro.ca
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
In Quebec, the Autorité des marchés financiers (AMF)
Website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints
Phone:
Quebec City 418-525-0337
Montreal 514-395-0337
Other Regions 1-877-525-0337
Mail: 800, rue du Square Victoria, bureau 2200 Montréal (Québec) H3C 0B4
To save a copy of our problem resolution process, download our printable Customer Problem Resolution brochure.
Step 1: Voice your complaint
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 TDSINSTEQCOMP@tdsecurities.com, and you will be directed accordingly.
If you are not satisfied with the resolution provided in Step 1, you can escalate to the Senior Customer Complaints Office or directly to the Ombudsman for Banking Services and Investments (OBSI). Please proceed to Step 3 for further information.
Step 2: Escalate your complaint
You can escalate your complaint in the following ways:
- Ask the individual you are dealing with in Step 1 to escalate on your behalf.
- Escalate the complaint directly, using the following contact information:
If you are not satisfied with the resolution provided by your Relationship Manager, you can contact TD Securities Inc. Compliance at TDSINSTEQCOMP@tdsecurities.com or proceed directly to Step 3.
Step 3: Additional escalation options
If you are not satisfied with the outcome you've received, you may escalate your concerns further using the options below:
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.
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
Telephone: 1-888-361-0319 (toll-free)
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2
Website: 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.
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.
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
If you are a resident of Quebec and you have a concern, 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.
The following independent services or agencies 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)
Website: www.ciro.ca
Phone: 1-877-442-4322
Email: info@ciro.ca
Mail: 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
In Quebec, the Autorité des marchés financiers (AMF)
Website: https://lautorite.qc.ca/en/general-public/assistance-and-complaints
Phone:
Quebec City 418-525-0337
Montreal 514-395-0337
Other Regions 1-877-525-0337
Mail: 800, rue du Square Victoria, bureau 2200 Montréal (Québec) H3C 0B4
To save a copy of our problem resolution process, download our printable Customer Problem Resolution brochure.
Step 1: Voice your complaint
If you are an institutional client of TD Asset Management Inc. and have a concern relating to services you have received from TD Global Investment Solutions (TDGIS)5, please contact your Relationship Manager or an Associate directly.
Where required, a written acknowledgment of your complaint will be sent to you typically within 5 business days from receipt of your complaint. Where required, we will send you a written notification of the outcome of the investigation once the complaint has been investigated.
If you are not satisfied with the resolution provided by your Relationship Manager or an Associate in Step 1, please proceed to Step 2
Step 2: Escalate your complaint
You can escalate your complaint in the following ways:
- Ask the individual you are dealing with in Step 1 to escalate the complaint on your behalf.
- Escalate the complaint directly by contacting the Managing Director, Head of Institutional Distribution at the contact information below.
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 (within 60 days for Québec residents) from the date you filed your complaint, please proceed to Step 3.
Step 3 describes escalation paths to the Senior Customer Complaints Office, to the Ombudsman for Banking Services and Investments, and, for Québec residents, to the Autorité des marchés financiers (AMF).
Step 3: Additional escalation options
If you are not satisfied with the outcome you have received as part of Step 2, you may escalate your concerns further as indicated below:
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.
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
Telephone: 1-888-361-0319 (toll-free)
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2
Website: 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.
You can 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.
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
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
If you are a resident of Quebec and you have a concern relating to TD Global Investment Solutions you may have your file transferred directly to the Autorité des marchés financiers (AMF) for review. The AMF's contact information is listed under the Industry Regulators and Additional Resources section below.
If you are a client of TD Global Investment Solutions and a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' available in English and French.
The following independent services or agencies 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.
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
In Quebec, the Autorité des marchés financiers (AMF)
Website: www.lautorite.qc.ca/en/general-public/assistance-and-complaints
Phone:
Quebec City 418-525-0337
Montreal 514-395-0337
Other Regions 1-877-525-0337
Mail: 800, rue du Square Victoria, bureau 2200 Montréal (Québec) H3C 0B4
To save a copy of our problem resolution process, download our printable Customer Problem Resolution brochure.