At TD, we are committed to providing the best possible service to each and every customer. We value your business and will do our utmost to ensure your relationship with us is a long and satisfying one.

We have expressed our commitment to you in several ways:

• introducing TD Access, which makes your banking faster, easier and more convenient, 24 hours/7 days a week
• using our Customer Service Index to measure customer satisfaction with TD service
• establishing the office of the TD Ombudsman to address customer concerns

We understand that sometimes you may have concerns about your banking relationship. We welcome your comments, concerns, or suggestions because they let us know if we are meeting your needs. Your satisfaction is our primary concern.

We suggest the following process if you have a comment, concern or complaint:

Step 1 - Talk to Your Branch

Contact a Customer Service Representative at your Branch or the TD Business Unit that maintains your account. If this representative cannot settle the problem to your satisfaction, speak with the Manager, who has the decision-making authority to resolve most problems.

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If your Branch or Business Manager is unable to resolve the problem, as the next step, please call TD Access Telephone Banking, toll free at 1-800-983-2265. An agent is always available to assist you and will ensure that your concerns are addressed to the Senior Vice President or other Senior Officer responsible for the business where your account is held, so that prompt action is taken to resolve the problem. Additional numbers for TD Access are displayed at the bottom of this page.

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If your concern remains unresolved after Steps 1 & 2, you may contact the TD Bank Ombudsman, P. O. Box 1, Toronto Dominion Center, Toronto, Ontario, M5K 1A2. The TD Ombudsman can also be reached by telephone at (416) 982-4884 or toll free 1-888-361-0319, or via E-mail: ombudsman@tdbank.ca or by fax (416) 983-3460.

The TD Ombudsman is dedicated to resolving disputes fairly and professionally.

If it is determined that your concern has not been brought to the attention of the Manager or Senior Vice President as outlined in Steps 1 & 2, the TD Ombudsman may direct your concern to the appropriate area for investigation and response.

Within five days of receiving your enquiry, the TD Ombudsman will write or call to advise you if and where your complaint has been redirected, whether it has been resolved, or in more complex cases, what further steps are being taken and when you can expect a resolution.

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If your concern still remains unresolved after contact with the TD Ombudsman, you may then contact the Canadian Banking Ombudsman, 4950 Yonge Street, Suite 1602, North York, Ontario, M2N 6K1. The CBO can also be contacted by telephone at (416) 287-2877 or toll free 1-888-451-4519, via e-mail at mail@bankingombudsman.com or by fax (416) 225-4722 or toll free fax 1-888-422-2865.

In the complaint-handling process, the role of the banks' regulator, the Office of the Superintendent of Financial Institutions (OSFI) is to ensure that the customer's complaint is handled properly within the bank's own procedures and not to resolve individual complaints. If appropriate, contact: Manager, External Communications and Public Affairs, Office of the Superintendent of Financial Institutions, 255 Albert Street, Ottawa, Ontario, K1A 0H2 or call a Complaints and Enquiries Officer toll free at 1-800-385-8647.

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