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
To help reach a resolution, please follow these three steps:
To tell us about your complaint, please use the contact information provided below
For complaints relating to TD Canada Trust:
You can also use the phone number below for any complaints or information inquiries relating to:
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.
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)
For complaints relating to TD Insurance:
Phone: 1 (888) 788-0839
Phone: 1-855-724-2883
If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2
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.
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.
If you are not satisfied with the resolution provided in Step 1, please proceed to Step 2.
1 TD 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.
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.
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
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:
(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
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
(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.
Phone: 1-888-661-9029
Email: customer.care@td.com
Mail: Customer Care, Toronto-Dominion Centre, P.O. Box 1, Toronto, ON M5K 1A2
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 Banking 2 or TD Wealth Private Trust 2 , 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 Services 3 , 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.
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.
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.
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.