Customer Care

Do you have a complaint?

At TD, we take your complaints seriously and are committed to helping resolve your complaint about TD or the service you’ve received.

Usually, the best way to address the 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. Please use any one of the contact options provided below.

Before you begin, be ready to:

  • Have any supporting documents available.
  • Consider what solution you think is appropriate.

To help reach a resolution, please follow these three steps:




Collapse Step 1: Voice your complaint

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

Personal 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.

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
  • 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.

TD Direct Investing

If your account is self-directed (TD Direct Investing), 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.

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 TD Ombudsman’s 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.




Expand Step 2: Escalate your complaint

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, using the following contact information.

Personal 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 193, Toronto, ON M5K 1H6

Insurance Services

(TD Insurance)

Phone: 1-877-734-1288
eForm: share an Insurance complaint
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 TD Ombudsman’s Office. Be sure to have a decision in writing before escalating further.

TD Investment Services Inc.

Phone: 1-800-386-3757
Email: td.mutualfunds@td.com
Mail: TDIS Client Complaint Resolution Team,
P.O. Box 5999, Station F, Toronto, ON, M4Y 2T1

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 TD Ombudsman’s 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.

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

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 TD Ombudsman’s 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 TD Ombudsman’s Office. If you are not satisfied with the response of the TD Ombudsman's Office or you do not receive a response from the TD Ombudsman's Office within 90 days of the date your concern was received by the TD Ombudsman's Office, 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 TD Ombudsman's Office if you are not satisfied with our response. If you are not satisfied with the response from the TD Ombudsman's Office, you may escalate your complaint to the OmbudService for Life & Health Insurance (OLHI).

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.

TD Asset Management Inc.
161 Bay Street, 34th Floor
Toronto, ON M5J 2T2
Phone Number: 1-888-834-6339/ 416-983-0055
Email: inst.info@tdam.com

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).




Expand Step 3: Additional Escalation Options

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

Escalate in writing to the TD Ombudsman

The TD Ombudsman’s 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 TD Ombudsman’s Office will investigate complaints and act as a liaison between customers and all business areas within TD Bank Group in Canada.

The TD Ombudsman’s Office is employed by TD Bank Group. While the TD Ombudsman’s 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 TD Ombudsman’s Office is to review your concerns and provide a response that is objective and unbiased.

Escalations to the TD Ombudsman’s 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.ombudsman@td.com
Mail: Attn: Office of the Ombudsman P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2

If you have questions about the Ombudsman’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/ombudsman.jsp

The use of the TD Ombudsman’s Office is voluntary and the estimated time that the TD Ombudsman 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 an internal ombudsman reviews a complaint, which could impact the ability to commence a civil action.

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

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.

You may also escalate your complaint to the OBSI if you escalated your concern to the TD Ombudsman's 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.

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

For Personal Banking & Lending, Private Banking, Private Trust

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

You can submit your complaint to ADRBO for review once you have received a response in writing from the TD Ombudsman’s Office and wish to escalate, or after 90 days have passed since the escalation of your complaint in Step 2.

For Insurance

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

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

The following independent services or agencies may provide you with information and a further review of your complaint. These agencies may contact TD to facilitate their investigation and work toward a resolution.

Financial Consumer Agency of Canada (FCAC)
Website: www.fcac-acfc.gc.ca
Phone: 1-866-461-3222
Mail: 427 Laurier Avenue W, 6th Floor, Ottawa, ON K1R 1B9

The Mutual Fund Dealers Assoc. of Canada (MFDA)
Website: www.mfda.ca
Phone: 1-888-466-6332
Email: complaints@mfda.ca
Mail: 121 King Street West, Suite 1000 Toronto, ON M5H 3T9

Investment Industry Regulatory Organization of Canada (IIROC)
Website: www.iiroc.ca
Phone: 1-877-442-4322
Email: investorinquiries@iiroc.ca
Mail: 121 King Street West, Suite 2000 Toronto, ON M5H 3T9

Office of the Privacy Commissioner of Canada (OPCC)
Website: www.priv.gc.ca
Phone: 1-800-282-1376 Fax: 1-819-994-5424
Mail: 30 Victoria Street, Gatineau, QC K1A 1H3

In Quebec, the Autorité des marchés financiers (AMF)
Website: www.lautorite.qc.ca
Phone:    
   Quebec City 418-525-0337
   Montreal 514-395-0337
   Other Regions 1-877-525-0337
Mail: 800, square Victoria, 22e étage C.P. 246, tour de la Bourse Montréal (Québec) H4Z 1G3

For more information on our problem resolution process, please download our Problem Resolution brochure