Office of the Ombudsman
The Office of the Ombudsman offers an impartial service to customers of TD Bank Group regarding issues that remain unsolved.
Kerry Robbins currently leads TD's Office of the Ombudsman. Ms. Robbins has worked at TD Bank since 1998. Her career has included senior appointments in Direct Channels, Branch Banking, and Real Estate Secured Lending. Ms. Robbins is committed to dealing with complaints in accordance with principles of fairness.
TD Bank Group's (TD) Ombudsman is an independent function within TD and reports regularly to TD's Chief Executive Officer and the Corporate Governance Committee of the Board of Directors. The Office of the Ombudsman has the mandate to independently review the concerns of Canadian personal banking customers, small and medium sized business customers and wealth management clients that remain unresolved after handling through TD's internal customer dispute resolution process.
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 relevant documentation with both the customer and the area of TD involved so that we fully understand the customer's concerns and expectations, the level or type of service that the business area agreed to deliver, and the reasons why the customer's expectations were not met. We approach our investigations with the objective of arriving at a fair and fact-based resolution. Throughout the process, we keep our customers informed, treat them 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 their product offerings or service levels that need to be modified to enhance the way in which TD services its customers.
There are some matters that are outside our mandate. For instance, we will not overturn credit or other risk management decisions. However, we will review the issue to ensure that all pertinent information has been brought to the attention of and reviewed by the business representative and that their policies and procedures have been properly followed. We are also unable to require that other TD policy issues (such as branch hours or fees) be changed at the request of a few customers. However in such cases, we try to ensure that the customer is aware of alternative service possibilities within TD.
For more details please refer to our Mandate and Process document.
In order to resolve your concern, you must go through Steps 1 and 2 of TD'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.