Senior Customer Complaints Office
The Senior Customer Complaints Office (formerly the Office of the Ombudsman) is an impartial body within TD charged with reviewing escalated Canadian customer complaints that remain unresolved after the completion of the first two steps of TD's Customer Problem Resolution Process.
Kerry Robbins is the Vice President of the Senior Customer Complaints Office. Kerry has worked at TD for over 20 years in increasingly senior roles in a wide variety of areas, including Direct Channels, Branch Banking, and Real Estate Secured Lending. Kerry has a BA from King's University College at the University of Western Ontario and a Masters of Business Administration from Anglia Business School in Cambridge, England.
She also serves as Director on the boards of the Canadian Centre for Ethics and Corporate Policy and the London Chamber of Commerce. Kerry is recognized in the Bank for her breadth of experience and business knowledge, as well as her wide network of contacts, sense of fairness, and integrity.
The Senior Customer Complaints Office (SCCO) (previously the TD Ombudsman's Office) is an impartial body within TD Bank Group ("TD" or "Bank") charged with reviewing Canadian customer complaints that remain unresolved after the completion of the first two steps of TD's Customer Problem Resolution Process. Our Office will investigate complaints and act as a liaison between customers and all business areas within TD, including: TD Canada Trust, TD Auto Finance Canada, TD Wealth (Canada), TD Direct Investing, and TD Insurance. Our Office does not report directly to any of these business areas in order to protect our impartiality in addressing customer concerns. Provided complaints fall within our mandate, our services are accessible to all TD customers, free of charge.
While our Office strives to be responsive to all TD customer concerns, some common complaints fall outside of our mandate to review. Unless there are extenuating circumstances, the SCCO Office will not review complaints relating to:
- The content of Bank policies, including credit granting or risk management decisions
- Interest rate levels
- Other charges or fees that are disclosed
- Matters where legal action has already commenced or has been concluded
- Complaints that have not yet been investigated by the first two levels of TD's Customer Problem Resolution Process
In order to resolve your concern, you must go through Steps 1 and 2 of TD's internal customer problem resolution process. Please review that process for further details on how to contact us if you remain dissatisfied after completion of those Steps.
Clients must complete Step 1 and 2 of the TD Complaint Resolution process before the SCCO will be able to review their case.
Telephone: 1-888-361-0319 or 416-982-4884
Fax: 1-866-891-2410 or 416-983-3460