Handling Complaints

• • Handling Complaints
  • Performance

  • Canada

    Listening and responding to customer complaints help us get better – and reflect our commitment to treat people with respect. Transparent information on our Problem Resolution Process is readily available on our website and in retail locations, when we provide a new product or service, and upon request. Most problems are resolved at the first point of contact.
    When complaints are not resolved, Canadian customers have the option of contacting the internal TD Office of the Ombudsman, which acts as an independent intermediary, striving to resolve all problems fairly and impartially.

    In addition, if the complaint has not been resolved at 90 days, we send the customer a letter outlining the expected resolution date and the option to take the concern to the Ombudsman for Banking Services and Investments (OBSI). If the customer does not agree with the resolution, he or she can take their concern to the OBSI. The OBSI will investigate and work with us to determine the best resolution to offer the customer.

    U.S.

    TD Bank established The Chairman Service Center to resolve executive level customer issues. On average The Chairman Service Center receives and resolves 185 complaints monthly varying from customer service in our stores to commercial lending concerns. All complaints are tracked and trended to determine possible process improvement opportunities throughout the TD Bank network. A monthly dashboard ensures that executives are aware of the most common issues, service level agreement resolution, and noteworthy information.

  • Canada

    The number of complaints handled by our Problem Resolution Process decreased by 11.2% compared to 2009. The decrease is likely due to a reduction in concerns over Interest Rate Differentials and pricing. The most common complaints are service and fee related issues concerning our branches, our everyday banking accounts and our TD Visa accounts.

    Some complaints are referred to the Ombudsman for Banking Services and Investments (OBSI); an independent dispute resolution service for customers who have not accepted the decision of a bank’s internal ombudsman’s office.

    Escalated Complaints
    		2010		2009		2008
    Complaints investigated by TD Ombudsman		400		338		234
    Complaints in which TD Ombudsman ruled in full or partial agreement with the customer or client		194		160		112
    Complaints referred to the Ombudsman for Banking Services and Investments (OBSI)1		254		154		23
    Complaints investigated in which the OBSI made recommendations in favour of the customer or client1		59		30		12

    ¹ The Ombudsman for Banking Services and Investments (OBSI) changed its criteria for case reporting effective 2009; accordingly. 2008 figures do not provide a true statistical comparison of incomplaints referred to OBSI.

    U.S.

    Handling Complaints (U.S.)
    		2010		2009		Target
    Complaints referred to management that are resolved within three days (%)		96%		77.4%		80%