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Home / Customer Care / Resolving your complaints
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:
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:
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:
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 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:
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:
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:
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:
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 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: