Resolving Your Complaints for MBNA and CUETS Financial Products or Services

Your satisfaction is the basis of our business, and we want to provide you with the best experience we can when you do business with us.

If you have a concern with MBNA or CUETS Financial or the service you’ve received from us, we want to address it as quickly and effectively as possible. That’s why we have developed a simple process that can resolve most of your concerns

How it works

Please follow these steps as we work together to reach a solution

Step 1:

Tell us about your concern

Usually, the best way to resolve a problem is to raise it as soon as it comes up and with the person you’re talking to when you notice it. That way you’ll be dealing with someone who understands the details and can offer appropriate and timely solutions.

Of course, even if you don’t notice a problem right away, you can always get in touch with us at any time to discuss your concern. You can contact us by phone or mail, or with your CUETS Financial Customer Representative. At any time, you can ask to have a manage take part in the discussion.

Resolution checklist

Before you speak to us, it’s a good idea to –

[ ] Record the details of concern; include important dates and the names of any MBNA or CUETs employees involved

[ ] Collect any paperwork or documents related to your issue

[ ] Provide your preferred contact information (such as telephone number or email address) and the best times to contact you

[ ] Consider what solution you think would be appropriate

How to contact us:

Mail:
MBNA
Attention: Customer Service
PO Box 9614
Ottawa, ON K1G 6E6

CUETS Financial
Attention: Customer Service
PO Box 3030
Regina, SK S4P 3G8

Phone:
MBNA
1-888-876-6262
TDD:
1-800-873-5758

CUETS Financial 1-800-561-7849

Step 2:

Elevate your concern

  1. If you are not satisfied with the solution offered in Step 1, then you have two options for elevating your concern -  Ask a manager to elevate your concern to a senior manager on your behalf
  2. Elevate your concern yourself by contact us by phone or mail

If you ask a manage to elevate your concern for you, someone will contact you to discuss the issue.  If you choose to elevate the issue yourself, please use the information below to contact the appropriate group where your concern arose.

Mail:
MBNA / CUETS Financial
Attention: Customer Advocate’s Office
PO Box 9629
Ottawa, ON K1G 6V1

Phone:
1-877-405-6262

Before you proceed

To make it as easy as possible for us to help resolve your concern, it is important for you to follow steps in the order they are laid out below.

Before you process to the next step, please be sure you have completed the previous steps –

  1. You told us about your concern.
  2. Your concern has been elevated to a senior manager, and you have received a written response.

If you have completed these steps and still want further resolution of your concern, then you have the option to proceed to Step 3.

Step 3:

Contact the TD Ombudsman

If you have been through the first two steps and still need help finding a solution to your concern, you have the option to refer it to the TD Ombudsman.

The TD Ombudsman’s Office will work with both you and TD (including MBNA and CUETS Financial) to understand what you expected of TD, what service TD agreed to deliver and why your expectations were not met. The goal of the TD Ombudsman’s Office is to apply principles of fairness to find a solution  

TD Ombudsman

Mail:
PO Box 1, Toronto-Dominion Centre
Toronto, ON M5K 1A2

Phone:
1-888-361-0319

Fax:
1-866-891-2410

Email:
td.ombudsman@td.com

You must have gone through Steps 1 and 2 before the TD Ombudsman can help you.  Please note the Ombudsman’s Office 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
  • Matters where legal action has already commenced or has been concluded

To help the Ombudsman’s Office deal with your issue, please include your full name, address, telephone number(s) and the details of your concern in your letter, email or fax.

Step 4

Additional resources – external agencies

If you require further assistance after the decision of the TD Ombudsman, the following independent services can provide you with information and a further review of your complaint. Please use the information below to contact the agency that deals with the TD business group where your concern arose.

These agencies may contact TD’s internal complaint resolution staff – including the TD Ombudsman’s Office – to facilitate their investigation and work toward the earliest possible resolution of your complaint.

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

Mail:
ADR Chambers Banking Ombuds Office (ADRBO)
112 Adelaide Street East
Toronto, ON M5C 1K9

Phone:
1-800-941-3655

Email:contact@bankingombuds.ca

Step 5

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.

Step 6

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, ON 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