Step 2: Escalate your complaint
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 with
Customer Care, using the following
contact information.
Personal Banking & Lending Services
(Includes TD Canada Trust, TD Auto Finance,
TD Financing Services Inc. (TDFS) – Credit Cards)
Phone: 18886619029
Mail: Customer Care, Toronto-Dominion
Centre, P.O. Box 193, Toronto,
ON M5K 1H6
Insurance Services (TD Insurance)
Phone: 18777341288
Email: tdinscc@td.com
Mail: Customer Care, Toronto-Dominion
Centre, P.O. Box 1, Toronto, ON M5K 1A2
Wealth Management &
Direct Investing Services
(Includes TD Wealth and TD Direct Investing)
Fax: 18777259525
Email: td.waterhouse@td.com
Mail: Client Complaint Resolution Team, P.O.
Box 5999, Station F, Toronto, ON, M4Y 2T1
For your own security and safety, never send your account
or pin numbers, user names, passwords or any other
conidential information by e-mail.
Step 3: Escalate in writing to
the TD Ombudsman
Please review the following information to
escalate to TD’s Oice of the Ombudsman.
The TD Ombudsman’s Oice is an
independent body within TD responsible
for reviewing customer complaints that
remain unresolved after the completion of
the irst two steps of TD’s Customer Problem
Resolution Process.
The TD Ombudsman’s Oice will investigate
complaints and act as a liaison between
customers and all business areas within
TD Bank Group in Canada. The TD
Ombudsman’s Oice does not report directly
to any of these business areas in order to be
impartial in addressing customer complaints.
Escalations to the TD Ombudsman’s Oice
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:
Mail: Attn: Oice of the Ombudsman
P.O. Box 1, Toronto-Dominion Centre,
Toronto, ON M5K 1A2
If you have questions about the
Ombudsman’s process, or require
assistance in escalating your complaint
you can reach us at 18883610319 or visit
our website below for more information:
www.td.com/ombudsman.jsp
If you are not satisied with the resolution
provided from Customer Care in Step 2,
you can proceed to Step 3 to escalate to
TD’s Ofice of the Ombudsman. Be sure to have
a decision in writing before escalating further.