Notice of upcoming change: The Ombudsman for Banking Services and Investments (OBSI) has been designated as the single External Complaint Body for Canada's banking sector effective November 1, 2024. Leading up to this date you may continue to contact the ADRBO following the direction above. If your case has not been opened with ADRBO by October 31, 2024 you will be directed to the OBSI to submit your complaint for review. For additional information regarding this upcoming change, please review these frequently asked questions.
Home / Customer Care / Resolving your complaints
Do you have a complaint?
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 always get in touch with us at any time to voice your complaint.
Before you begin, please ensure you have any supporting documents available and consider what solution you think is appropriate. For your own security and safety, never send your account number, PIN, usernames, passwords or any other personal 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:
You can contact us as follows:
Phone: 1-833-259-5980 | Email: customer.service@td.com
You can contact us as follows:
Phone: 1-833-259-5980
Email: customer.service@td.com
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:
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 6E6
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:
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:
Step 1: Voice your complaint
For complaints relating to TD Insurance, including Home & Auto, Life & Health, Credit Protection and Travel Insurance:
Phone: 1-888-788-0839
For complaints relating to Small Business Insurance:
Phone: 1-855-724-2883
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:
Step 1: Voice your complaint
For complaints related to any TD Investment Services Inc. account, please contact your TD Canada Trust Branch Manager directly. 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:
Step 1: Voice your complaint
To discuss a complaint you have regarding an advised TD Wealth account, it is best to 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 Email: customer.service@td.com - 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
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 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 applicable, a written acknowledgement of your complaint will be sent to you within five business days from receipt.
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). For residents of Québec, you may proceed to Step 3 to escalate your concern to the Autorité des marchés financiers (AMF).
You may immediately escalate your complaint to the OBSI directly if we do not provide you with a response within 90 days of your complaint. If you wish to escalate your complaint to the OBSI directly, you must do so within 180 days of receiving our response.
If your complaint relates to TD Wealth Private Banking2 or TD Wealth Private Trust2, you may escalate your concern to the Senior Customer Complaints Office. If you are not satisfied with the response of the Senior Customer Complaints Office or you do not receive a response from the Senior Customer Complaints Office within 56 days of the date your concern was received by the Senior Customer Complaints Office, you may escalate your complaint to the ADR Chambers Banking Ombuds Office (ADRBO).
If your complaint relates to TD Wealth Insurance Services3, you may escalate your concern to the Senior Customer Complaints Office if you are not satisfied with our response. If 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).
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:
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 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 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 business days from receipt.
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). For residents of Québec, you may proceed to Step 3 to escalate your concern to the Autorité des marchés financiers (AMF).
You may immediately escalate your complaint to the OBSI directly if we do not provide you with a response within 90 days of your complaint. If you wish to escalate your complaint to the OBSI directly, you must do so within 180 days of receiving our response.
If your complaint relates to TD Wealth Private Banking2 or TD Wealth Private Trust2, you may escalate your concern to the Senior Customer Complaints Office. If you are not satisfied with the response of the Senior Customer Complaints Office or you do not receive a response from the Senior Customer Complaints Office within 56 days of the date your concern was received by the Senior Customer Complaints Office, you may escalate your complaint to the ADR Chambers Banking Ombuds Office (ADRBO).
If your complaint relates to TD Wealth Insurance Services3, you may escalate your concern to the Senior Customer Complaints Office if you are not satisfied with our response. If 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).
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:
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:
Step 1: Voice your complaint
If you have a concern relating to services you have received from TDAM, please contact your Relationship Manager or a TDAM Associate directly.
If you are not satisfied with the resolution provided by your Relationship Manager or TDAM 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 on your behalf.
- Escalate the complaint directly, using the following contact information:
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 of the date you filed your complaint, please proceed to Step 3. For residents of Québec, you may proceed to Step 3 to escalate your concern to the Autorité des marchés financiers (AMF).
If you are not satisfied with the resolution provided in Step 2, please proceed 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: