Complaint Handling Process
We have developed a simple process for complaints pertaining to the Code of Conduct for the Credit and Debit Card Industry that allows us to work together to reach a solution. To help you identify the policy element(s) of the code your complaint pertains to, we encourage you to view the details of all 13 policy elements of the Code of Conduct.
How the complaint handling process works You may provide the details of your complaint to TD Merchant Solutions by:
1. Completing the Complaint Form [pdf] and submit it to us by:
- Email at TDMSCODE@td.com
- Mail to TD Merchant Solutions, P.O. Box 300, TD Centre, Toronto, Ontario M5K 1K6
2. Calling us at 1-800-363-1163
To assist us in understanding and reviewing your complaint, we will ask you to provide us details of your complaint, including providing copies of any supporting documentation (i.e. agreements, statements, and correspondence from card payment provider).
Please note, the information you provide may be shared with other parties (i.e. your payment card processor or financial institution) to assist us in responding to your complaint.
Following receipt of your complaint we will provide you with:
- A summary of your complaint;
- The final result of our investigation;
- Explanation of our final decision; and
- Information on how you can further escalate your complaint in the event of an unsatisfactory outcome.
If we cannot provide a response to you within 90 days, we will inform you of the reason for the delay and our expected response time.
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:
|Financial Consumer Agency of Canada 6th 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.