We are committed to providing you with the best customer experience we can. Your confidence and trust are important to us. If you have a concern, we want to work with you to resolve it as quickly and effectively as possible.
By following the steps below, you can help ensure that your concern is handled as efficiently as possible.
Step 1:
Talk to your MBNA or CUETS Financial Representative
Many concerns can be resolved right at the time when they occur. Discuss your concern with your MBNA or CUETS Financial Customer Service Representative who will be happy to help you.
If the MBNA or CUETS Financial Customer Service Representative is not able to resolve your concern to your satisfaction, please ask to speak to a Manager.
How to Contact Us:
| Mail: |
MBNA
Attention: Customer Service
P.O. BOX 9614
Ottawa, ON K1G 6E6 |
| |
CUETS Financial
Attention: Customer Service
P.O. BOX 3030
Regina, SK S4P 3G8 |
| Phone: |
MBNA
1-888-876-6262 |
| TDD: |
1-800-872-5758 |
| |
CUETS Financial
1-800-561-7849 |
Step 2:
Elevate Your Concern
If you have contacted us and are not satisfied with the resolution that has been suggested, your concern can be referred to a representative of our Senior Management team by contacting us by phone or in writing as follows:
| Mail: |
MBNA/CUETS Financial
Attention: Customer Advocate’s Office
P.O. BOX 9629
Ottawa, ON K1G 6V1 |
| Phone: |
1-877-405-6262 |
Step 3:
Contact the TD Ombudsman
If you have been through the first two steps and you still feel your concern has not been resolved, please contact the TD Ombudsman using the contact information below. The office of the TD Ombudsman acts as an independent body that mediates between customers and different TD groups (including MBNA and CUETS Financial) to resolve outstanding concerns. When you refer a concern to the TD Ombudsman, the office will conduct a thorough and impartial investigation and work to reach a fair and reasonable resolution.
The TD Ombudsman does not normally investigate concerns regarding bank policies, including credit granting policies or risk management decisions; levels of interest rates, service charges or fees that apply to all customers; or matters where legal action has already commenced or has been concluded.
| Mail: |
TD Ombudsman
P.O. Box 1, Toronto-Dominion Centre
Toronto, ON M5K 1A2 |
| Fax: |
1-866-891-2410 |
| Email: |
td.ombudsman@td.com |
Please include your full name, address, telephone number(s) and the details of your concern in your letter, email or fax. The TD Ombudsman can also be reached by telephone at 416-982-4884 or toll-free at 1-888-361-0319.
Additional resources – External Agencies
ADR Chambers Banking Ombuds Office (ADRBO)
This independent dispute resolution service can provide you with information and a further review of your complaint if you do not accept the decision of the TD Ombudsman. You can contact this service if you have waited more than 90 days for a resolution after elevating your concern.
Financial Consumer Agency of Canada ("FCAC")
The Financial Consumer Agency of Canada supervises financial institutions such as banks to ensure that they comply with federal consumer protection laws. The FCAC also helps educate consumers and monitors voluntary codes of conduct and public commitments designed to protect the interests of consumers. We provide our customers with enhanced protection through our public commitments and our adherence to certain codes of conduct that govern the industry. For more information about our voluntary codes of conduct and public commitments please refer to TD’s complaint handling procedures, which are available at a TDCT branch or online at www.td.com.
If you have a complaint that you think may involve a violation of a consumer protection law, a public commitment or an industry code of conduct, contact FCAC by telephone, mail or through their website as follows:
| Mail: |
Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa, ON K1R 1B9 |
| Phone: |
1-866-461-3222 |
| Website: |
www.fcac-acfc.gc.ca |
Please note: The FCAC does not become involved in matters involving product pricing and billing or payment errors – all such requests must follow the problem resolution process set out in this brochure.
Office of the Privacy Commissioner of Canada (OPCC)
The Office of the Privacy Commissioner of Canada investigates privacy complaints under the Personal Information Protection and Electronic Documents Act (PIPEDA).
If your complaint or inquiry concerns a privacy issue, please contact the OPCC as follows:
| Write to: |
The Privacy Commissioner of Canada
112 Kent Street
Ottawa, Ontario K1A 1H3 |
| Website: |
www.privcom.gc.ca |
| Toll-free Telephone: |
1.800.282.1376 |
| Fax: |
613.947.6850 |
MBNA and CUETS Financial are divisions of The Toronto-Dominion Bank.
CUETS is a trade-mark of Credit Union Central of Canada, used under licence
