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Do youhave acomplaint?

Resolving your complaintAt TD, we take your complaints seriously and arecommitted to helping resolve your complaintabout TD or the service you’ve received.Usually, the best way to address the complaintis to raise the issue as soon as it comes up withthe person you are dealing with. Even if youdon’t notice the issue right away, you can alwaysget in touch with us at any time to voice yourcomplaint. Please use any one of the contactoptions provided in this brochure.Before you begin: Have any supporting documents available Consider what solution you think isappropriate

To help reach a resolution, please follow thesethree steps:Step 1: Voice your complaintTo tell us about your complaint, please use thecontact information provided below.Personal Banking, Business Banking &Lending ServicesFor complaints relating to TD Canada Trust: Chequing and Saving Accounts Overdraft Protection, Credit Cards Mortgages, Loans, and Lines of Credit GICs, Term Deposits TD Small Business Banking TD Commercial Banking TD Merchant SolutionsYou can also use the phone number below for anycomplaints or information inquiries relating to: TD Auto FinanceTD Financing Services Inc.(TDFS) – Credit Cards.Phone: 1-833-259-5980Email: customer.service@td.comFor complaints relating to mbna, use thecontact information below:Mail: Attention: MBNA Customer Service,P.O. Box 9614, Ottawa, ON K1G 6E6Phone: 1-888-876-6262 (toll-free)TDD: 1-800-872-5758 (toll-free)For your own security and safety, never send out youraccount numbers, PINs, user names, passwords orany other confidential information by e-mail.

Insurance ServicesFor complaints relating to TD Insurance: Home & AutoLife & HealthCredit ProtectionTravel InsurancePhone: 1-866-361-2311TD Investment Services Inc.For complaints related to any TD InvestmentServices Inc. account, please contact yourTD Canada Trust branch manager directly.TD Wealth ManagementTo discuss a complaint you have regarding aTD Wealth account, it’s best to contactyour advisor. If you are unsure how to reachyour advisor directly, please call the appropriatenumber below and you will be directedaccordingly.Financial PlanningPhone: 1-866-646-7888Private Investment AdvicePhone: 1-844-321-7101Private BankingPhone: 1-833-259-5980Email: customer.service@td.comPrivate TrustPhone: 1 -866-854-2440Private Investment CounselPlease contact your portfolio manager directly.Wealth Insurance ServicesPhone: 1-888-992-4245TD Direct InvestingIf your account is self-directed (TD DirectInvesting), please contact us via the phonenumber or email address below.Phone: 1-800-465-5463Email: td.waterhouse@td.com

TD Securities Inc.To discuss a concern regarding a TD SecuritiesInc. account, please contact your relationshipmanager directly.If you are unsure of your relationship manager’scontact information, you may send an emaildirectly to TD Securities Inc. Compliance at theemail address below and you will be directedaccordingly.Email: TDSINSTEQCOMP@tdsecurities.comTD Asset Management Inc. (TDAM)If you have a concern relating to services youhave received from TDAM, please contact yourrelationship manager or a TDAM associatedirectly.If you are not satisfied with the resolutionprovided in Step 1, please proceed to Step 2.Step 2: Escalate your complaintYou can escalate your complaint in thefollowing ways:1.Ask the individual you are dealing with inStep 1 to escalate on your behalf.or2. Escalate the complaint directly with CustomerCare, using the following contact information.For your own security and safety, never send your accountnumbers, PINs, user names, passwords or any other confidentialinformation by e-mail.

Personal Banking, Business Banking &Lending Services(Includes TD Canada Trust, TD Auto Finance,TD Financing Services Inc. (TDFS) – Credit Cards)Phone: 1-888-661-9029Email: customer.care@td.comMail: C ustomer Care, Toronto-Dominion Centre,P.O. Box 193, Toronto, ON M5K 1H6For mbna complaints that are not insurancerelated, use the contact information below:Mail: Attention: MBNA Customer Relations,1600 James Naismith Drive,Ottawa, Ontario K1B 5N8Phone: 1-877-405-6262 (toll-free)E-mail: customerrelations@td.comInsurance Services (TD Insurance)Phone: 1-877-734-1288Email: tdinscc@td.comMail: C ustomer Care, Toronto-Dominion Centre,P.O. Box 1, Toronto, ON M5K 1A2For mbna complaints related to insurance:Mail: TD Insurance Customer Care,320 Front Street W., 3rd Floor,Toronto, ON M5V 3B6Phone: 1-877-734-1288E-mail: TDINSCC@td.comIf you are not satisfied with the resolutionprovided from Customer Care in Step 2, youcan proceed to Step 3 to escalate to the SeniorCustomer Complaints Office.

TD Investment Services Inc.Phone: 1-888-661-9029Email: customer.care@td.comMail: Canadian Personal Banking Customer CareToronto-Dominion Centre, P.O. Box 1 Toronto,ON M5K 1A2TD Wealth Management &Direct Investing Services(Includes TD Wealth and TD Direct Investing)Fax: 1-877-725-9525Email: td.waterhouse@td.comMail: C lient Complaint Resolution Team,P.O. Box 5999, Station F, Toronto, ON, M4Y 2T1For complaints relating to TD Investment Services Inc. andTD Wealth Management & Direct Investing Services, ourresponse in Step 2 will summarize your complaint andour findings, and will contain a reminder about escalationoptions available to you, including Step 3, should yourconcerns not be addressed to your satisfaction.If you are not satisfied with the resolution provided inStep 2, you can proceed to Step 3 to escalate yourconcern to the Senior Customer Complaints Office (anaffiliated service that is a voluntary process described inStep 3) and/or the Ombudsman for Banking Services andInvestments (OBSI). For residents of Québec, you mayproceed to Step 3 to escalate your concern to the Autoritédes marchés financiers (AMF).You may immediately escalate your complaint to theOBSI directly if we do not provide you with a responsewithin 90 days of your complaint. If you wish to escalateyour complaint to the OBSI directly because we havenot provided you with a response within 90 days of yourcomplaint, and we later provide you with a response, youmust do so within 180 days of our response.If your complaint relates to TD Private Banking orTD Private Trust, you may escalate your concern to theSenior Customer Complaints Office. If you are not satisfiedwith the response of the Senior Customer ComplaintsOffice or you do not receive a response from the SeniorCustomer Complaints Office within 90 days of the dateyour concern was received by the Senior Customer

Complaints Office, you may escalate your complaint tothe ADR Chambers Banking Ombuds Office (ADRBO).If your complaint relates to Wealth Insurance Services,you may escalate your concern to the Senior CustomerComplaints Office if you are not satisfied with ourresponse. If you are not satisfied with the responsefrom the Senior Customer Complaints Office, you mayescalate your complaint to the OmbudService for Life &Health Insurance (OLHI).TD Securities Inc.If you are not satisfied with the resolutionprovided by your relationship manager, you cancontact TD Securities Inc. Compliance at theemail address below or proceed directly to Step 3.Email: TDSINSTEQCOMP@tdsecurities.comTD Asset Management Inc.In the event a problem or concern is not resolved withyour relationship manager or TDAM associate, it canbe escalated to TDAM’s Managing Director, Head ofInstitutional Distribution.Phone: 1-888-834-6339/ 416-983-0055Email: inst.info@tdam.comMail: TD Asset Management Inc.161 Bay Street, 34th FloorToronto, ON M5J 2T2If you are not satisfied with the resolution provided by theManaging Director, Head of Institutional Distribution and/or we did not provide you with a response within 90 daysof the date you filed your complaint, please proceedto Step 3. For residents of Québec, you may proceedto Step 3 to escalate your concern to the Autorité desmarchés financiers (AMF).If you are not satisfied with the resolutionprovided in Step 2, please proceed to Step 3.

Step 3: Additional Escalation OptionsAt Step 3, there are several escalation options thatmay provide further review of your concern oradditional information.Escalate in Writing to theSenior Customer Complaints OfficeThe Senior Customer Complaints Office is animpartial body within TD responsible for reviewingcustomer complaints that remain unresolvedafter the completion of the first two steps of TD’scustomer problem resolution process.The Senior Customer Complaints Office willinvestigate complaints and act as a liaisonbetween customers and all business areas withinTD Bank Group in Canada. The Senior CustomerComplaints Office is employed by TD Bank Group.While the Senior Customer Complaints Officedoes not report directly to any business areas inorder to protect the office’s impartiality, it is notan independent dispute resolution service. Themandate of the Senior Customer Complaints Officeis to review your concerns and provide a responsethat is objective and unbiased.Escalations to the Senior Customer ComplaintsOffice must be made in writing. Please be sure toprovide us with your contact information, details ofyour concerns, and your proposed resolution. Youcan send your complaints to:Email: td.scco@td.comMail: A ttn: Senior Customer Complaints OfficeP.O. Box 1, Toronto-Dominion Centre Toronto,ON M5K 1A2If you have questions about the Senior CustomerComplaints Office’s process, or require assistancein escalating your complaint, you can reach usat 1-888-361-0319 or visit our website for sp

The use of the Senior Customer Complaints Officeis voluntary. The estimated time that the SeniorCustomer Complaints Office takes to review andprovide a response to matters is approximately90 days; however, complex investigations maytake longer to resolve. Please note that statutorylimitation periods may continue to run while theSenior Customer Complaints Office reviews acomplaint, which could impact the ability tocommence a civil action.For Personal Banking, Business Banking &Lending ServicesYou can submit your complaint to ADRBO forreview once you have received a response inwriting from the Senior Customer ComplaintsOffice and wish to escalate, or after 90 dayshave passed since the escalation of yourcomplaint in Step 2.ADR Chambers Banking Ombuds Office (ADRBO)Website: www.bankingombuds.caPhone: 1-800-941-3655Email: contact@bankingombuds.caMail: 31 Adelaide Street East, P.O. Box 1006Toronto, ON M5C 2K4For InsuranceOmbudsman for Life & Health InsuranceWebsite: www.olhi.caPhone: 1-888-295-8112Mail: 401 Bay Street, P.O. Box 7Toronto, ON M5H 2Y4Attention: General ManagerGeneral Insurance OmbudServiceWebsite: www.giocanada.orgPhone: 1-877-225-0446Mail: 4711 Yonge Street, 10th FloorToronto, ON M2N 6K8