Resolving Your Complaints

To tell us about your complaint, please use the contact information provided below

Personal Banking, Business Banking & Lending Services

For complaints relating to TD Canada Trust:

• Chequing and Saving Accounts
• Overdraft Protection, Credit Cards
• Mortgages, Loans, and Lines of Credit
• GICs and Term Deposits
• TD Small Business Banking
• TD Commercial Banking
• TD Merchant Solutions

You can also use the phone number below for any complaints or information inquiries relating to:

• TD Auto Finance
• TD Financing Services Inc. (TDFS) – Credit Cards

Phone: 1-833-259-5980
Email: customer.service@td.com

For your own security and safety, never send your account or pin numbers, user names, passwords or any other information by e-mail.

If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2.

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)

Insurance Services 

For complaints relating to TD Insurance:

• Home & Auto
• Life & Health
• Credit Protection
• Travel Insurance

Phone: 1-866-361-2311

If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2

TD Investment Services Inc.

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.

TD Wealth Management

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.

• Financial Planning
  Phone: 1-866-646-7888
• Private Investment Advice
  Phone: 1-844-321-7101
• Private Banking
  Phone: 1-833-259-5980 Email: customer.service@td.com
• Private Trust
  Phone: 1-866-854-2440
• Financial Planning
  Phone: 1-866-646-7888
• Private Investment Counsel
  Please contact your Portfolio Manager directly
• Wealth Insurance Services
  Phone: 1-888-992-4245

If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2.

If your account is self-directed (TD Direct Investing), please contact us via the phone number or email address below.

Phone:e: 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.

TD Securities Inc

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

TD Asset Management Inc. (TDAM)

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

At Step 3, there are several escalation options which may provide a further review of your concern or additional information.

Escalate to the Senior Customer Complaints Office

The Senior Customer Complaints Office is an impartial body within TD responsible for reviewing customer complaints that remain unresolved after the completion of the first two steps of TD’s Customer Problem Resolution Process. The Senior Customer Complaints Office will investigate complaints and act as a liaison between customers and all business areas within TD Bank Group in Canada.

The Senior Customer Complaints Office is employed by TD Bank Group. While the Senior Customer Complaints Office does not report directly to any business areas in order to protect the office’s impartiality, it is not an independent dispute resolution service. The mandate of the Senior Customer Complaints Office is to review your concerns and provide a response that is objective and unbiased.

Escalations to the Senior Customer Complaints Office must be made in writing. Please be sure to provide us with your contact information, details of your concerns, and your proposed resolution. You can send your complaints to:

Email: td.scco@td.com
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2

If you have questions about the Senior Customer Complaints Office's process, or require assistance in escalating your complaint you can reach us at 1-888-361-0319 or visit our website below for more information: www.td.com/to-our-customers/scco.jsp

The use of the Senior Customer Complaints Office is voluntary and the estimated time that the Senior Customer Complaints Office takes to review and provide a response to matters is approximately 90 days, however complex investigations may take longer to resolve. Please note that statutory limitation periods may continue to run while the Senior Customer Complaint Office reviews a complaint, which could impact the ability to commence a civil action.

For Personal Banking, Business Banking, & Lending Services, Private Banking, Private Trust Complaints

You can submit your complaint to ADRBO for review once you have received a response in writing from the Senior Customer Complaints Office and wish to escalate, or after 56 days have passed since you raised your complaint in step 1.

ADR Chambers Banking Ombuds Office (ADRBO)
Website: www.bankingombuds.ca
Phone: 1-800-941-3655
Email: contact@bankingombuds.ca
Mail: 31 Adelaide Street East, P.O. Box 1006 Toronto, ON M5C 2K4

Ombudsman for Life & Health Insurance
Website: www.olhi.ca
Phone: 1-888-295-8112
Mail: 401 Bay Street, P.O. Box 7 Toronto, ON M5H 2Y4
Attention: General Manager

General Insurance OmbudService
Website: www.giocanada.org
Phone: 1-877-225-0446
Mail: 4711 Yonge Street, 10th Floor Toronto, ON M2N 6K8

Escalate in writing to the Ombudsman for Banking Services and Investments (OBSI)

You may also escalate your complaint to the OBSI if you escalated your concern to the Senior Customer Complaints Office and are not satisfied with the response you received. You must escalate your complaint to OBSI within 180 days after receipt of our Step 2 response. The services of the OBSI are independent of TD and free.

In the case of concerns regarding TD Wealth Management (excluding Private Banking and Private Trust), TD Direct Investing, TD Securities Inc., TD Investment Services Inc., and/or TD Asset Management Inc., you may escalate your complaint to the OBSI directly if you are not satisfied with our Step 2 response or if we do not provide you with a response within 90 days of your complaint.

Ombudsman for Banking Services and Investments (OBSI)
Website: www.obsi.ca
Phone: 1-888-451-4519
Email: ombudsman@obsi.ca
Mail: 20 Queen Street West, Suite 2400, P.O. Box 8 Toronto, ON M5H 3R3

Quebec Residents

If you are a resident of Quebec and you have a concern relating to TD Insurance, TD Investment Services Inc., Private Investment Counsel, TD Wealth Insurance Services, Private Trust, or TD Asset Management Inc. you may have your file transferred directly to the Autorité des marchés financiers (AMF) for review. The contact information for the AMF is listed under the Industry Regulators and Additional Resources section below.

If you are a client of TD Insurance, please click here.

If you are a client of TD Investment Services Inc., and a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' located in English here and in French here.

If you are a client of Private Investment Counsel, and a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' located in English here and in French here.

If you are a client of TD Wealth Insurance Services. and a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' located in English here and in French here.

If you are a client of Private Trust, and a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' located in English here and in French here.

If you are a client of TD Asset Management Inc. and also a resident of Quebec, please refer to the applicable 'Complaint Examination and Dispute Resolution Policy for Quebec Residents' located in English here and in French here.

Industry Regulators and Additional Resources