Senior Customer Complaints Office

The Senior Customer Complaints Office (SCCO) 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 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