Customer Care

Resolving Your Problem, Concern or Complaint

At TD we strive to place you (the customer) at the centre of everything we do. It is who we are and how we choose to operate. When we get things wrong or fail to meet your expectations we welcome the opportunity to make things right. Addressing your concern about TD or the service you’ve received is a top priority for us. To help us address your concern quickly and effectively please leverage the three simple steps below:




CollapseStep 1: Tell us about your concern

Usually, the best way to resolve a problem is to raise it as soon as it comes up and with the person you’re talking to when you notice it. That way you’ll be dealing with someone who understands the details and can offer appropriate and timely solutions.

Of course, even if you don’t notice a problem right away, you can always get in touch with us at any time to discuss your concern. You can visit your local branch, or you can contact us by phone or mail. At any time, you can ask to have a manager take part in the discussion. Use the contact information below to direct your correspondence.

ExpandHow to Contact Us

TD is divided into several different business groups. To make it as easy as possible to resolve your concern, use the information below to contact the business group where your concern arose.


GroupTelephoneEmailMail
TD Canada Trust1-866-222-3456customer.service@td.comAttn: Customer Feedback Toronto-Dominion Centre
P.O. Box 193 Toronto, ON M5K 1H6
TD Canada Trust Home Improvement Loans1-877-304-3491N/AP.O. Box 4271, Station A Toronto, ON M5W 5V4
TD Investment Lending Services1-800-450-3935N/AP.O. Box 161
Toronto, ON M5K 1H6
TD Insurance1-888-983-7070td.insurancecustomercare@td.com (includes Credit Protection, Life & Health, Home & Auto and Travel Insurance)N/A
TD Auto Finance1-866-694-4392N/AN/A
TD Financing Services – Private Label Cards1-866-508-6312N/AN/A
TD Financing Services Home Inc.1-877-304-3491N/AP.O. Box 4721, Station A Toronto, ON M5W 5V4
TD WealthFinancial Planning: 1-866-646-7888 Private Investment Advice: 1-866-646-8338
Private Client Group (includes Private Banking, Private Trust, and Private Investment Counsel): 1-866-280-2022
N/AN/A
TD Direct Investing1-800-465-5463N/AN/A
MBNA1-888-876-6262
(TTY) 1-800-872-5758
N/AAttn: Customer Service
P.O. Box 9614 Ottawa, ON K1G 6E6
CUETS Financial1-800-561-7849N/AAttn: Customer Service
P.O. Box 3030 Regina, SK
S4P 3G8



ExpandStep 2: Elevate Your Concern

If you are not satisfied with the solution offered in Step 1, then you have two options for elevating your concern:

1. Ask a manager to elevate your concern to a senior manager on your behalf
2. Elevate your concern yourself by contacting us by phone, email or mail

If you ask a manager to elevate your concern for you, someone will contact you to discuss the issue. If you choose to elevate the issue yourself, please use the information below to contact the appropriate TD group where your concern arose.

ExpandHow to Contact Us
GroupTelephoneEmailAddressFax
TD Canada Trust1-800-430-6095customer.care@td.comAttn: Customer Care Toronto-Dominion Centre
P.O. Box 193 Toronto, ON M5K 1H6
1-877-983-2932
TD Canada Trust Home Improvement Loans, TD Investment Lending Services, and TD Financing Services Home Inc.N/Atdindlon@td.comAttn: Problem Resolution Group
P.O. Box 161 Toronto, ON M5K 1H6
1-866-294-7662
TD InsuranceN/Atd.insurancecustomercare@td.comAttn: Customer Care Toronto-Dominion Centre
P.O. Box 1
Toronto, ON M5K 1A2
416-983-7329
TD Auto FinanceN/Acustomercare@tdautofinance.caAttn: Problem Resolution Services
P.O. Box 4086, Station A
Toronto, ON
M5W 5K3
1-800-832-8911
TD Financing Services - Private Label Cards1-866-508-6312N/AAttn: Problem Resolution Group
P.O. Box 4676, Station A
Toronto, ON
M5W 6A4
1-800-869-0791
TD Wealth, TD Direct Investing, and TD Waterhouse Institutional ServicesN/Atd.waterhouse@td.comAttn: TD Wealth Client Complaints Resolution Team
P.O. Box 5999, Station F
Toronto, ON M4Y 2T1
1-877-725-9525
MBNA/CUETS Financial1-877-405-6262N/AAttn: Customer Advocate’s Office
P.O. Box 9629 Ottawa, ON K1G 6V1
N/A



ExpandStep 3: Contact the TD Ombudsman

If you have gone through the first two steps, received written documentation from TD and still need help finding a solution to your concern, you have the option to refer it to the TD Ombudsman.

The TD Ombudsman’s Office will work with both you and TD to understand what you expected of TD, what service TD agreed to deliver and why your expectations were not met. The goal of the TD Ombudsman’s Office is to apply principles of fairness to find a solution.

To help the Ombudsman’s Office deal with your issue, please include your full name, address, telephone number(s) and the details of your concern in your letter, email or fax.


TelephoneFaxEmailMail
TD Ombudsman’s Office Contact Information1-888-361-03191-866-891-2410td.ombudsman@td.comP.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2

ExpandAdditional Resources

If you require further assistance after the decision of the TD Ombudsman, the following independent services can provide you with information and a further review of your compliant.

ExpandAdditional Resources Contact Information
Dispute Resolution Bodies
GroupTelephoneEmail/WebMail
ADR Chambers Banking Ombuds Office (Retail banking and lending services*)1-800-941-3655contact@bankingombuds.caP.O. Box 1006, 31 Adelaide Street East
Toronto, ON M5C 2K4 **
Ombudsman for Banking Services and Investments (Investment products and services (including Mutual Funds accounts))1-888-451-4519ombudsman@obsi.ca401 Bay Street, Suite 1505
P.O. Box 5
Toronto, ON M5H 2Y4
OmbudService for Life & Health Insurance1-888-295-8112olhi.ca401 Bay Street
P.O. Box 7
Toronto, ON M5H 2Y4
General Insurance OmbudService1-877-225-0446giocanada.org10 Milner Business Court, Suite 701
Toronto, ON M1B 3C6
Regulators
GroupTelephoneEmail/WebMail
Financial Consumer Agency of Canada1-866-461-3222fcac-acfc.gc.caEnterprise Building
427 Laurier Avenue West, 6th Floor
Ottawa, ON K1R 1B9
Mutual Fund Dealers Association1-888-466-6332complaints@mfda.ca121 King Street West, Suite 1000
Toronto, ON M5H 3T9
Investment Industry Regulatory Organization of Canada1-877-442-4322investorinquiries@iiroc.ca121 King Street West, Suite 2000
Toronto, ON M5H 3T9
Autorité des marchés financiers1-877-525-0337lautorite.qc.caService du traitement des plaintes et de l’assistance
800, square Victoria, 22e étage C.P. 246, tour de la Bourse
Montréal, (Québec) H4Z 1G3

For more information on our problem resolution process, please download our Problem Resolution brochure.