Code of Conduct

View information about the Code of Conduct for the Payment Card Industry in Canada, and the TD Merchant Solutions Code of Conduct complaint handling process.

How the Code of Conduct affects your business

In October 2024, amendments were made to the Code of Conduct for the Payment Card Industry in Canada (the Code), including revisions to existing and creation of new policy elements. We encourage you to view all policy elements

TD Bank Group continues to support the evolution of the Code, and believes it provides Merchants a greater voice in the payments market, while also balancing the interests of the other participants in this industry.

Handling complaints

The Code provides Merchants with access to a clear dispute resolution process, allowing for an investigation and timely response on complaints pertaining to the Code.

Your satisfaction is the basis of our business, and we want to provide you with the best experience we can when you do business with TD Merchant Solutions, by addressing your complaint as quickly and effectively as possible.

Complaints to TD Merchant Solutions

You can provide us with details about your complaint by:

1. Completing the Complaint Form [pdf] and submit it to us by:

Email: TDMSCODE@td.com
Mail: TD Merchant Solutions, P.O. Box 300, TD Centre, Toronto, Ontario M5K 1K6

2. Calling us at 1-800-363-1163

To help us understand and review your complaint, we will ask you to provide us with details, including providing us with copies of any supporting documentation (i.e., agreements and statements).

Please note that the information you provide may be shared with other parties (i.e., a payment processor, equipment provider, financial institution, or Payment Card Network Operator) to help us respond to your complaint.

How we follow up on your complaint

You’ll get confirmation that we received your complaint within five (5) business days, and you'll receive our final decision in writing within twenty (20) business days, which will include:

A summary of your complaint
The final result of our investigation
The final decision, including an explanation; and
Information on how to further escalate a complaint in the event of an unsatisfactory outcome, along with the complaint handling form

If we cannot provide you with a response within twenty (20) business days, we will inform you of the reason for the delay and our expected response time.

Financial Consumer Agency of Canada

You can also file your complaint directly with the Financial Consumer Agency of Canada (FCAC) to investigate non-compliance with the Code. FCAC can be reached via:

Phone: 1-866-461-3222
Email: info@fcac-acfc.gc.ca
Mail: Financial Consumer Agency of Canada 5th Floor, Enterprise Building 427 Laurier Ave. West Ottawa, ON K1R 1B9

Please note FCAC is not a dispute-resolution agency for consumers in their individual dealings with payment card network operators or acquirers.