Resolving Your Complaints


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

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

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


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

Personal Banking, Business 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, usernames, 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.

MBNA

For complaints relating to mbna, use the contact information below:

Mail: Attention: MBNA Customer Service
P.O. Box 9614, Ottawa ON K1G 6E6
Phone: 1-888-876-6262 (toll-free)
TDD: 1-800-872-5758 (toll-free)

Insurance Services 

For complaints relating to TD Insurance:

  • Home & Auto
  • Life & Health
  • Credit Protection
  • Travel Insurance

Phone: 1 (888) 788-0839

  • Small Business Insurance

Phone: 1-855-724-2883

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

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.

  • TD Wealth Financial Planning1
    Phone: 1-866-646-7888
  • TD Wealth Private Investment Advice1
    Phone: 1-844-321-7101
  • TD Wealth Private Banking2
    Phone: 1-833-259-5980 Email: customer.service@td.com
  • TD Wealth Private Trust2
    Phone: 1-866-854-2440
  • TD Wealth Private Investment Counsel2
    Please contact your Portfolio Wealth Private Banking2Wealth Private Banking2Manager directly
  • TD Wealth Insurance Services3
    Phone: 1-888-992-4245

If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2.

1TD Wealth Financial Planning and TD Wealth Private Investment Advice are divisions of TD Waterhouse Canada Inc., a subsidiary of The Toronto-Dominion Bank.

2 TD Wealth represents the products and services offered by TD Waterhouse Canada Inc., TD Waterhouse Private Investment Counsel Inc., TD Wealth Private Banking (offered by The Toronto-Dominion Bank) and TD Wealth Private Trust (offered by The Canada Trust Company).

3 TD Wealth Insurance Services means TD Waterhouse Insurance Services Inc., a member of TD Bank Group. All insurance products and services are offered by the life licensed advisors of TD Waterhouse Insurance Services Inc.

TD Direct Investing1

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.

1 TD Direct Investing is a division of TD Waterhouse Canada Inc., a subsidiary of The Toronto-Dominion Bank.

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 Senior Customer Complaints 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


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 (toll-free)
Email: customer.care@td.com
Mail: Customer Care, Toronto-Dominion Centre,
P.O. Box 1, Toronto, ON M5K 1A2

MBNA

For mbna complaints that are not insurance related, use the contact information below:
Phone: 1-877-405-6262 (toll-free)
Email: customerrelations@td.com
Mail: MBNA Customer Care, P.O. Box 1, Toronto, ON M5K 1A2

 

For mbna complaints related to insurance:
Phone: 1-877-734-1288
Email: TDINSCC@td.com
Mail: TD Insurance Customer Care
320 Front Street W., 3rd Floor
Toronto, ON M5V 3B6

Insurance Services

(TD Insurance)
Phone: 1-877-734-1288
eForm: Escalate your concern
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 Senior Customer Complaints Office. Be sure to have a decision in writing before escalating further.

TD Investment Services Inc.

Phone: 1-888-661-9029
Email: customer.care@td.com
Mail: Customer Care, Toronto-Dominion Centre, P.O. Box 1, Toronto, ON M5K 1A2

TD Wealth & TD Direct Investing1

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

Your concerns are important to us. We will work hard to address and resolve them for you. Where applicable, a written acknowledgement of your complaint will be sent to you within five business days from receipt.

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 Senior Customer Complaints 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, you must do so within 180 days of receiving our response.

If your complaint relates to TD Wealth Private Banking2 or TD Wealth Private Trust2, you may escalate your concern to the Senior Customer Complaints Office. If you are not satisfied with the response of the Senior Customer Complaints Office or you do not receive a response from the Senior Customer Complaints Office within 56 days of the date your concern was received by the Senior Customer Complaints Office, you may escalate your complaint to the ADR Chambers Banking Ombuds Office (ADRBO).

If your complaint relates to TD Wealth Insurance Services3, you may escalate your concern to the Senior Customer Complaints Office if you are not satisfied with our response. If you are not satisfied with the response from the Senior Customer Complaints Office, you may escalate your complaint to the OmbudService for Life & Health Insurance (OLHI).

1 TD Direct Investing, TD Wealth Financial Planning, and TD Wealth Private Investment Advice are divisions of TD Waterhouse Canada Inc., a subsidiary of The Toronto-Dominion Bank.

TD Wealth represents the products and services offered by TD Waterhouse Canada Inc., TD Waterhouse Private Investment Counsel Inc., TD Wealth Private Banking (offered by The Toronto-Dominion Bank) and TD Wealth Private Trust (offered by The Canada Trust Company).

3 TD Wealth Insurance Services means TD Waterhouse Insurance Services Inc., a member of TD Bank Group. All insurance products and services are offered by the life licensed advisors of TD Waterhouse Insurance Services Inc.

TD Securities Inc.

If you are not satisfied with the resolution provided by your relationship manager, you can contact TD Securities Inc. Compliance at TDSINSTEQCOMP@tdsecurities.com or proceed directly to Step 3.

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).

If you are not satisfied with the resolution provided in Step 2, please proceed to Step 3.


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

Escalate to the Senior Customer Complaints Office

The Senior Customer Complaints 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 Senior Customer Complaints Office will investigate complaints and act as a liaison between customers and all business areas within TD Bank Group in Canada.

The Senior Customer Complaints Office is employed by TD Bank Group. While the Senior Customer Complaints 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 Senior Customer Complaints Office is to review your concerns and provide a response that is objective and unbiased.

Escalations to the Senior Customer Complaints 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.scco@td.com
Mail: Attn: Senior Customer Complaints Office P.O. Box 1, Toronto-Dominion Centre, Toronto, ON M5K 1A2

If you have questions about the Senior Customer Complaints Office'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: https://www.td.com/ca/en/about-td/customer-care/senior-customer-complaints-office

The use of the Senior Customer Complaints Office is voluntary. The estimated time that the Senior Customer Complaints Office takes to review and provide a response to matters varies; however, complex investigations may take longer to resolve. Please note that statutory limitation periods may continue to run while the Senior Customer Complaints Office reviews a complaint, which could impact the ability to commence a civil action.

For Personal Banking, Business Banking, & Lending Services, Private Banking, Private Trust Complaints

You have up to 180 days to submit your complaint to ADRBO for review once you have received a response in writing from TD and wish to escalate, or after 56 days have passed since you raised your complaint in step 1.

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

Notice of upcoming change: The Ombudsman for Banking Services and Investments (OBSI) has been designated as the single External Complaint Body for Canada's banking sector effective November 1, 2024. Leading up to this date you may continue to contact the ADRBO following the direction above.  If your case has not been opened with ADRBO by October 31, 2024 you will be directed to the OBSI to submit your complaint for review. For additional information regarding this upcoming change please review these frequently asked questions.   

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

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

You may also escalate your complaint to the OBSI if you escalated your concern to the Senior Customer Complaints 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.

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.

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

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

Canadian Investment Regulatory Organization (CIRO)
Website: www.ciro.ca
Email: complaints@mfda.ca
Phone (Mutual Fund Dealer Division): 1-888-466-6332
Phone (Investment Dealer Division): 1-877-442-4322
Either division will ensure your complaint is directed to the right place.

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


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