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 Office of the Ombudsman What is the Mandate of the Office of the Ombudsman? TD Bank Financial Group's (TDBFG) Ombudsman has been appointed by and reports directly to TDBFG's Chief Executive Officer. The Office of the Ombudsman has the mandate to act as an intermediary between personal banking customers or small and medium sized business customers and their business area within TD Bank or one of its Canadian subsidiaries (including TD Waterhouse Discount Broker and TD Waterhouse Investment Advice). We conduct an independent review of customer concerns that remain unresolved after handling through TDBFG's internal customer dispute resolution process.Who is the Ombudsman? TD Bank Financial Group’s Ombudsman is Paul Huyer. Mr. Huyer has worked in the Bank since 1993. His banking career has spanned several senior appointments in areas including Personal and Commercial Banking, Wholesale Banking and Finance. Mr. Huyer is committed to ensuring that all concerns are resolved fairly. What is the Role of the Ombudsman? The role of the Ombudsman's Office is to conduct a thorough and impartial investigation of all of the issues relating to customers' concerns. We review the issue and documentation with both the customer and the area of the TDBFG involved so that we fully understand the customer's instructions and expectations, what level or type of service that the business area agreed to deliver, and the reasons why the customer's expectations were not met. We work to resolve the concern by creating a "win-win" solution - one that both the customer and the TDBFG agree will adequately acknowledge and respond to the concern. Throughout the process, we treat our customers fairly and with respect and let them know that we value their business and their feedback. Although our primary mandate is to resolve specific customer complaints, we are also proactive in identifying to senior management issues or areas within our product offerings or service levels that need to be modified to enhance the way in which TDBFG services its customers. There are some matters that are outside our mandate. For instance, we will not overturn a credit decision. However, we will review the credit issue to ensure that all pertinent information has been brought to the attention of and reviewed by the business representative and that our policies and procedures have been properly followed. We are also unable to require that other TD Bank Financial Group policy issues (such as branch hours or location) be changed at the request of a few customers. However, what we do in cases like this is ensure that the customer is aware of alternative service possibilities within TDBFG and we also ensure that this feedback is specifically reviewed and considered by the appropriate business unit. How do I access the Ombudsman? In order to resolve your concern, you must go through Steps 1 and 2 of TDBFG's internal customer problem resolution process. Please review that process for further details on how to contact us if you remain dissatisfied after completion of those Steps. Is the TDBFG's Ombudsman the Final Level of Appeal? If you are not satisfied with the outcome of the investigation of a concern by the Ombudsman, you may contact the Ombudsman for Banking Services and Investments (OBSI, formerly the Canadian Banking Ombudsman) for a further independent review of the concern. The OBSI may be reached by telephone at How can I get a copy of the TDBFG Ombudsman's Annual Report ? Click here to review the report.
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