You can escalate your complaint in the following ways:
1. Ask the individual you are dealing with in Step 1 to escalate on your behalf.
2. Escalate the complaint directly with Customer Care, using the following contact information.
For your own security and safety, never send your account numbers, PINs, user names, passwords or any other confidential information by e-mail.
Personal Banking, Business Banking & Lending Services
(Includes TD Canada Trust, TD Auto Finance, TD Financing Services Inc. (TDFS) – Credit Cards)
Phone: 1-888-661-9029
Email: customer.care@td.com
Mail: Customer Care, Toronto-Dominion Centre,
P.O. Box 1, Toronto, ON M5K 1H6
For mbna complaints that are not insurance related, use the contact information below:
Mail: Attention: MBNA Customer Relations, 1600 James Naismith Drive, Ottawa, Ontario K1B 5N8
Phone: 1-877-405-6262 (toll-free)
E-mail: customerrelations@td.com
For mbna complaints related to insurance:
Mail: TD Insurance Customer Care, 320 Front Street W., 3rd Floor, Toronto, ON M5V 3B6
Phone: 1-877-734-1288
E-mail: TDINSCC@td.com
Insurance Services
(TD Insurance)
Phone: 1-877-734-1288
Email: tdinscc@td.com
Mail: Customer Care, Toronto-Dominion Centre,
P.O. Box 1, Toronto, ON M5K 1A2
If you are not satisfied with the resolution provided from Customer Care in Step 2, you can proceed to Step 3 to escalate to the Senior Customer Complaints Office.
TD Investment Services Inc.
Phone: 1-888-661-9029
Email: customer.care@td.com
Mail: Canadian Personal Banking Customer Care, Toronto-Dominion Centre, P.O. Box 1, Toronto, ON M5K 1A2
TD Wealth Management & Direct Investing Services
(Includes TD Wealth and TD Direct Investing)
Fax: 1-877-725-9525
Email: td.waterhouse@td.com
Mail: Client Complaint Resolution Team,
P.O. Box 5999, Station F, Toronto, ON, M4Y 2T1
For complaints relating to TD Investment Services Inc. and TD Wealth Management & Direct Investing Services, 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 because we have not provided you with a response within 90 days of your complaint, and we later provide you with a response, you must do so within 180 days of our response.
If your complaint relates to TD Private Banking or TD Private Trust, 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 after 56 days have passed since you raised your complaint in Step 1, you may escalate your complaint to the ADR Chambers Banking Ombuds Office (ADRBO).
If your complaint relates to Wealth Insurance Services, 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).
TD Securities Inc.
If you are not satisfied with the resolution provided by your relationship manager, you can contact TD Securities Inc. Compliance at the email address below or proceed directly to Step 3.
Email: TDSINSTEQCOMP@tdsecurities.com
TD Asset Management Inc.
In the event a problem or concern is not resolved with your relationship manager or TDAM associate, it can be escalated to TDAM’s Managing Director, Head of Institutional Distribution.
Phone: 1-888-834-6339/ 416-983-0055
Email: inst.info@tdam.com
Mail: TD Asset Management Inc., 161 Bay Street, 34th Floor, Toronto, ON M5J 2T2
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.