We want to help our customers understand the financial products and services they purchase.
- Our employees are trained to take sufficient time to explain issues and answer questions.
- We make product and fee information readily available in our branches, stores, investment centres and websites, and we present it in clear, easy-to-understand language.
- TD follows many industry-level Codes of Conduct and Public Commitments that are designed to protect consumers and ensure they are provided with information to assist them with their financial decisions.
We provide personal interactions and proactive advice to help people achieve their financial goals and in so doing, increase their confidence in managing money and making financial decisions. Our products and services are designed to meet genuine customer needs. Across our business, we have checks and balances in place, that support adherence to our corporate values and selling practices. We are always looking to improve, and continue to monitor our practices.
Employees who interact with customers receive training on product features and Know Your Customer policies. Branch and phone-based sales representatives are trained to use online discussion tools in their conversations with customers. These tools prompt employees to consistently put the customer first, ask the right questions and suggest appropriate solutions.
Using clear language is a cornerstone of delivering a legendary customer experience. We want our customers to properly understand their financial rights and options and how our products and services work so they can make informed financial decisions. In the past few years, we have taken additional steps to make our product materials and website information easier to understand. TD has Clear Language Principles that guide our employees and a Clear Language Basics course to help train employees when writing customer documentation.