Customer Care

Resolving Your Problem, Concern or Complaint

At TD we strive to place you (the customer) at the centre of everything we do. It is who we are and how we choose to operate. When we get things wrong or fail to meet your expectations we welcome the opportunity to make things right. Addressing your concern about TD or the service you’ve received is a top priority for us. To help us address your concern quickly and effectively please leverage the three simple steps below:

Collapse Step 1: Tell us about your concern

Usually, the best way to resolve a problem is to raise it as soon as it comes up and with the person you’re talking to when you notice it. That way you’ll be dealing with someone who understands the details and can offer appropriate and timely solutions.

Of course, even if you don’t notice a problem right away, you can always get in touch with us at any time to discuss your concern. You can visit your local branch, or you can contact us by phone or mail. At any time, you can ask to have a manager take part in the discussion. Use the contact information below to direct your correspondence.

Expand How to Contact Us

TD is divided into several different business groups. To make it as easy as possible to resolve your concern, use the information below to contact the business group where your concern arose.

Group	Telephone	Email	Mail
TD Canada Trust	1-866-222-3456	customer.service@td.com	Attn: Customer Feedback Toronto-Dominion Centre P.O. Box 193 Toronto, ON M5K 1H6
TD Canada Trust Home Improvement Loans	1-877-304-3491	N/A	P.O. Box 4271, Station A Toronto, ON M5W 5V4
TD Investment Lending Services	1-800-450-3935	N/A	P.O. Box 161 Toronto, ON M5K 1H6
TD Insurance	1-866-361-2311 (includes Credit Protection, Life & Health, Home & Auto and Travel Insurance)	N/A	N/A
TD Auto Finance	1-866-694-4392	N/A	N/A
TD Financing Services – Private Label Cards	1-866-508-6312	N/A	N/A
TD Financing Services Home Inc.	1-877-304-3491	N/A	P.O. Box 4721, Station A Toronto, ON M5W 5V4
TD Wealth	To discuss any problems or concerns you have with your TD Wealth accounts, it's best to contact your Advisor. If you are unsure how to reach your Advisor directly, please call the appropriate number below and an agent will provide you with their contact information.
	Financial Planning: 1-866-646-7888 Private Investment Advice: 1-866-646-8338 Private Client Group (includes Private Banking, Private Trust, and Private Investment Counsel): 1-866-280-2022	N/A	N/A
TD Direct Investing	1-800-465-5463	N/A	N/A
MBNA	1-888-876-6262 (TTY) 1-800-872-5758	N/A	Attn: Customer Service P.O. Box 9614 Ottawa, ON K1G 6E6
CUETS Financial	1-800-561-7849	N/A	Attn: Customer Service P.O. Box 3030 Regina, SK S4P 3G8

For your protection do not send confidential information via email, as email correspondence is not secure. If your request is urgent or requires disclosure of confidential information for resolution, please call the appropriate number.

Expand Step 2: Elevate Your Concern

If you are not satisfied with the solution offered in Step 1, then you have two options for elevating your concern:

1. Ask a manager to elevate your concern to a senior manager on your behalf
2. Elevate your concern yourself by contacting us by phone, email or mail

If you ask a manager to elevate your concern for you, someone will contact you to discuss the concern. If you choose to elevate the concern yourself, please use the information below to contact the appropriate TD group where your concern arose.

Expand How to Contact Us

Group	Telephone	Email	Address	Fax
TD Canada Trust	1-800-430-6095	customer.care@td.com	Attn: Customer Care Toronto-Dominion Centre P.O. Box 193 Toronto, ON M5K 1H6	1-877-983-2932
TD Canada Trust Home Improvement Loans, TD Investment Lending Services, and TD Financing Services Home Inc.	N/A	tdindlon@td.com	Attn: Problem Resolution Group P.O. Box 161 Toronto, ON M5K 1H6	1-866-294-7662
TD Insurance	1-877-734-1288	tdinscc@td.com	Attn: Customer Care Toronto-Dominion Centre P.O. Box 1 Toronto, ON M5K 1A2	416-983-7329
TD Auto Finance	N/A	customercare@tdautofinance.ca	Attn: Problem Resolution Services P.O. Box 4086, Station A Toronto, ON M5W 5K3	1-800-832-8911
TD Financing Services - Private Label Cards	1-866-508-6312	N/A	Attn: Problem Resolution Group P.O. Box 4676, Station A Toronto, ON M5W 6A4	1-800-869-0791
TD Wealth and TD Direct Investing	N/A	td.waterhouse@td.com	Attn: Client Complaint Resolution Team P.O. Box 5999, Station F Toronto, ON M4Y 2T1	1-877-725-9525
MBNA/CUETS Financial	1-877-405-6262	N/A	Attn: Customer Advocate’s Office P.O. Box 9629 Ottawa, ON K1G 6V1	N/A

Expand Step 3: Contact the TD Ombudsman

If you have gone through the first two steps, received written documentation from TD and still need help finding a solution to your concern, you have the option to refer it to the TD Ombudsman.

The TD Ombudsman’s Office will work with both you and TD to understand what you expected of TD, what service TD agreed to deliver and why your expectations were not met. The goal of the TD Ombudsman’s Office is to apply principles of fairness to find a solution.

To help the Ombudsman’s Office deal with your concern, please include your full name, address, telephone number(s) and the details of your concern in your letter or fax.

	Telephone	Fax	Email	Mail
TD Ombudsman’s Office Contact Information	1-888-361-0319	1-866-891-2410	td.ombudsman@td.com	P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2

Expand Additional Resources

If you require further assistance after the decision of the TD Ombudsman, the following independent services can provide you with information and a further review of your compliant.

Expand Additional Resources Contact Information

Dispute Resolution Bodies

Group	Telephone	Email/Web	Mail
ADR Chambers Banking Ombuds Office (Retail banking and lending services)*	1-800-941-3655	contact@bankingombuds.ca	P.O. Box 1006, 31 Adelaide Street East Toronto, ON M5C 2K4 **
Ombudsman for Banking Services and Investments (Investment products and services (including Mutual Funds accounts))	1-888-451-4519	ombudsman@obsi.ca	401 Bay Street, Suite 1505 P.O. Box 5 Toronto, ON M5H 2Y4 ***
OmbudService for Life & Health Insurance	1-888-295-8112	olhi.ca	401 Bay Street P.O. Box 7 Toronto, ON M5H 2Y4
General Insurance OmbudService	1-877-225-0446	giocanada.org	10 Milner Business Court, Suite 701 Toronto, ON M1B 3C6

Regulators

Group	Telephone	Email/Web	Mail
Financial Consumer Agency of Canada	1-866-461-3222	fcac-acfc.gc.ca	Enterprise Building 427 Laurier Avenue West, 6th Floor Ottawa, ON K1R 1B9
Mutual Fund Dealers Association	1-888-466-6332	complaints@mfda.ca	121 King Street West, Suite 1000 Toronto, ON M5H 3T9
Investment Industry Regulatory Organization of Canada	1-877-442-4322	investorinquiries@iiroc.ca	121 King Street West, Suite 2000 Toronto, ON M5H 3T9
Autorité des marchés financiers	1-877-525-0337	lautorite.qc.ca	Service du traitement des plaintes et de l’assistance 800, square Victoria, 22e étage C.P. 246, tour de la Bourse Montréal, (Québec) H4Z 1G3
Office of the Privacy Commissioner of Canada	1-800-282-1376	privcom.gc.ca	30 Victoria Street, Gatineau, QC K1A 1H3

* TD Canada Trust, TD Canada Trust Home Improvement Loans, TD Investment Lending Services, TD Auto Finance, MBNA/CUETS Financial, TD Financing Services – Private Label Cards, and TD Financing Services Home Inc.

**You can submit your complaint to ADRBO for review 90 days following the elevation of your complaint to Step 2.

*** You can submit your complaint to OBSI for review either 90 days following the submission of the complaint to TD or once you have received a response and wish to escalate.

For your protection do not send confidential information via email, as email correspondence is not secure. If your request is urgent or requires disclosure of confidential information for resolution, please call the appropriate number.

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