Rights and Obligations of Survivors. (for residents of Québec only) In the event of the death of any of the Clients: a) the surviving Client or Clients will immediately give us written notice thereof; b) we are authorized prior to or after the receipt of the written notice of the decedent’s death, to take such proceedings, require such papers, retain such property or restrict transactions in the account as we may consider advisable to protect us against any tax, liability, penalty or loss under any present or future laws or otherwise; and c) the estate of the decedent, which estate will be bound to the terms hereof, and each survivor, the heirs and assigns of each Client will continue to be liable to us, jointly and severally, for any debts, obligations, liabilities or losses in respect of the account, including, without limitation, those resulting from the completion of transactions initiated prior to the receipt by us of the written notice of the decedent’s death or incurred in the liquidations of the account. At TD Waterhouse, we value the trust you place in us and are committed to providing the best possible service to our clients. If you have a concern with TD Waterhouse or the service you’ve received, we want to work with you to resolve it quickly and effectively. To efficiently address your concern, please consider gathering the following information: the date(s) and time(s) plus any additional supporting documents to explain your concern, the name(s) of the employee(s) involved, the specifics of the concern and how we can help. Once this information is collected, please refer to Step 1 of the process outlined below that applies to the division in which you hold your TD Waterhouse account. TD Waterhouse will handle your complaint in a fair and timely manner and provide an appropriate escalation option if the response does not meet your expectations. If the resolution of your problem is delayed, TD Waterhouse will provide regular updates on the progress being made.
Appears in 3 contracts
Samples: Account and Service Agreements, Account and Services Agreements, Account and Services Agreements
Rights and Obligations of Survivors. (for residents of Québec only) In the event of the death of any of the Clients:
a) the surviving Client or Clients will immediately give us written notice thereof;
b) we are authorized prior to or after the receipt of the written notice of the decedent’s death, to take such proceedings, require such papers, retain such property or restrict transactions in the account as we may consider advisable to protect us against any tax, liability, penalty or loss under any present or future laws or otherwise; and
c) the estate of the decedent, which estate will be bound to the terms hereof, and each survivor, the heirs and assigns of each Client will continue to be liable to us, jointly and severally, for any debts, obligations, liabilities or losses in respect of the account, including, without limitation, those resulting from the completion of transactions initiated prior to the receipt by us of the written notice of the decedent’s death or incurred in the liquidations of the account. At TD Waterhouse, we Client Problem Resolution Process We value the trust you place in us and are committed to providing the best possible service to our clients. If you have a concern with TD Waterhouse or about the service you’ve you have received, we want to work with you to resolve it quickly and effectively. To efficiently address your concern, please consider gathering provide the following information: the date(s) and time(s) plus any additional supporting documents to explain your concern, the name(s) of the employee(s) involved, involved in the specifics of the concern and how we can help. Once this information is collected, please refer to Step 1 of the process outlined below that applies to the division in which you hold your TD Waterhouse account. TD Waterhouse We will handle your complaint in a fair and timely manner and provide an appropriate escalation option if the response does not meet your expectations. If the resolution of your problem is delayed, TD Waterhouse we will provide regular updates on the progress being made.
Step 1: Talk to your representative as many concerns can be resolved at the time they occur. If they are unable to resolve the problem to your satisfaction, ask to speak with their Manager. The Manager has the decision-making authority to resolve most problems.
Step 2: Contact the Client Complaint Resolution Team. If the Manager is unable to resolve the problem to your satisfaction, they will ask the Client Complaint Resolution Team to review the issue on your behalf At this point, you may be asked to put your concerns in writing so they can be thoroughly investigated. You can send your written complaint by mail to the Client Complaint Resolution Team, P.O. Box 5999, Station F, Toronto, Ontario, M4Y 2T1 or by email at xx.xxxxxxxxxx@xx.xxx
(a) the TD Ombudsman by mail at P.O. Box 1, TD Centre, Toronto, Ontario, M5K 1A2, by telephone at 000-000-0000 or toll-free at 0-000-000-0000, by fax at 000-000-0000, or by email at xx.xxxxxxxxx@xx.xxx. The TD Ombudsman can only deal with your concern after you have completed Steps 1 and 2 and a resolution has not been reached. Please note that the office of the TD Ombudsman is employed by TD Bank Group. While the TD Ombudsman does not report directly to any business areas in order to protect the office’s impartiality, it is not an independent dispute resolution service. The mandate of the TD Ombudsman is to review your concerns and provide a response that is objective and unbiased. This service is voluntary and the estimated time that the TD Ombudsman takes to review and provide a response to matters is 90 days; however, complex investigations may take longer to resolve. Note that the time limit will continue to run during this review process; or
(b) an external agency that can assist in the resolution of your concerns. The Ombudsman for Banking Services and Investments (OBSI) is an independent dispute-resolution service that is available at no charge to clients outside of Québec who are individuals and are not a “permitted client” as defined in National Instrument 31-103 Registration Requirements, Exemptions and Ongoing Registrant Obligations. You can contact the OBSI if you have brought your initial complaint to us within 6 years from the time you become aware of the event that caused the complaint and (i) you have waited more than 90 days for a resolution, or (ii) if you are not satisfied with our decision in Step 2, you have up to 180 days after being provided with our decision to take the complaint to OBSI. You may contact the OBSI by mail at 000 Xxx Xxxxxx, Xxxxx 0000, PO Box 5, Toronto Ontario M5H 2Y4, by telephone toll-free at 0-000-000-0000, by fax toll free at 0-000-000-0000 or by email at xxxxxxxxx@xxxx.xx. You must agree that the amount of any compensation recommended by OBSI will not exceed $350,000. Any investigation by OBSI will be independent and informal. You do not require a lawyer. During its investigation, OBSI may interview you and our representatives. We are required to co-operate in OBSI’s investigations. Once OBSI has completed its investigation, its recommendations will be provided to you and us. OBSI’s recommendations are not binding. Please note that the OBSI will not investigate any matters which have gone to arbitration or civil litigation. Please note that making a compliant to OBSI does not restrict your ability to take the complaint to a dispute resolution service of your choice, at your expense, or to take legal action. Note that there are time limits for taking legal action.
(c) the Investment Industry Regulatory Organization of Canada (IIROC) at xxx.xxxxx.xx. IIROC provides for an arbitration program through two independent arbitration organizations. The arbitrator will make a final, legally-binding decision about your complaint, and can award up to $500,000; or
(d) Québec residents may consider free mediation services offered by the Autorité des marchés financiers (AMF), Québec’s financial sector regulator. If you do not accept the decision of the TD Ombudsman, you can ask that a copy of your complaint file be transferred to the AMF, who may offer a free mediation service. Participation is voluntary and requires the consent of both of us. For more information on AMF mediation services, you may contact the AMF by telephone toll-free at 0-000-000-0000, by email at xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxx.xx.xx, or online at www. xxxxxxxxx.xx.xx. You may also file a complaint with IIROC and it will review your complaint to determine whether any securities laws have been violated; however, IIROC cannot provide compensation to you. For Registered Plans Only: Financial Consumer Agency of Canada (FCAC). If you have a concern regarding a potential violation of a consumer protection law, a public commitment or an industry code of practice, you may contact the FCAC in writing at: Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 000 Xxxxxxx Xxxxxx Xxxx, Xxxxxx, Xxxxxxx, X0X 0X0. The FCAC determines whether there is a problem with our compliance; however, this organization does not become involved in matters of redress or compensation. Concerns related to Insurance Matters or Services: Some Financial Planners and many Investment Advisors are also licensed as life insurance licensed agents and are agents of TD Waterhouse Insurance Services Inc. A concern regarding any insurance matters or services must be escalated to the Branch Manager and Senior Regional Manager immediately with a copy to Insurance Services Management and Wealth Insurance Compliance. Contact your Financial Planner or Investment Advisor for additional information should you have a concern. Mutual Fund Trading Agreement If we act as your agent for the purchase and sale of mutual funds, you agree with us as follows:
Appears in 1 contract
Samples: Account and Services Agreements
Rights and Obligations of Survivors. (for residents of Québec only) In the event of the death of any of the Clients:
a) the surviving Client or Clients will immediately give us written notice thereof;
b) we are authorized prior to or after the receipt of the written notice of the decedent’s death, to take such proceedings, require such papers, retain such property or restrict transactions in the account as we may consider advisable to protect us against any tax, liability, penalty or loss under any present or future laws or otherwise; and
c) the estate of the decedent, which estate will be bound to the terms hereof, and each survivor, the heirs and assigns of each Client will continue to be liable to us, jointly and severally, for any debts, obligations, liabilities or losses in respect of the account, including, without limitation, those resulting from the completion of transactions initiated prior to the receipt by us of the written notice of the decedent’s death or incurred in the liquidations of the account. At TD Waterhouse, we Client Problem Resolution Process We value the trust you place in us and are committed to providing the best possible service to our clients. If you have a concern with TD Waterhouse or about the service you’ve you have received, we want to work with you to resolve it quickly and effectively. To efficiently address your concern, please consider gathering provide the following information: the date(s) and time(s) plus any additional supporting documents to explain your concern, the name(s) of the employee(s) involved, involved in the specifics of the concern and how we can help. Once this information is collected, please refer to Step 1 of the process outlined below that applies to the division in which you hold your TD Waterhouse account. TD Waterhouse We will handle your complaint in a fair and timely manner and provide an appropriate escalation option if the response does not meet your expectations. If the resolution of your problem is delayed, TD Waterhouse we will provide regular updates on the progress being made.
Step 1: Talk to your representative as many concerns can be resolved at the time they occur. If they are unable to resolve the problem to your satisfaction, ask to speak with their Manager. The Manager has the decision-making authority to resolve most problems.
Step 2: Contact the Client Complaint Resolution Team. If the Manager is unable to resolve the problem to your satisfaction, they will ask the Client Complaint Resolution Team to review the issue on your behalf. At this point, you may be asked to put your concerns in writing so they can be thoroughly investigated. You can send your written complaint by mail to the Client Complaint Resolution Team, P.O. Box 5999, Station F, Toronto, Ontario, M4Y 2T1 or by email at xx.xxxxxxxxxx@xx.xxx. Please note that the office of the TD Ombudsman is employed by TD Bank Group. While the TD Ombudsman does not report directly to any business areas in order to protect the office’s impartiality, it is not an independent dispute resolution service. The mandate of the TD Ombudsman is to review your concerns and provide a response that is objective and unbiased.
Step 3: If you have been through the first two steps and your concern has not been resolved to your satisfaction, you may contact:
(a) the TD Ombudsman by mail at P .O. Box 1, TD Centre, Toronto, Ontario, M5K 1A2, by telephone at 000-000-0000 or toll-free at 0-000-000-0000, by fax at 000-000-0000, or by email at xx.xxxxxxxxx@xx.xxx. The TD Ombudsman can only deal with your concern after you have completed Steps 1 and 2 and a resolution has not been reached. This service is voluntary and the estimated time that the TD Ombudsman takes to review and provide a response to matters is 90 days; however, complex investigations may take longer to resolve. Note that the time limit will continue to run during this review process; or
(b) an external agency that can assist in the resolution of your concerns. The Ombudsman for Banking Services and Investments (OBSI) is an independent dispute-resolution service that is available at no charge to clients outside of Québec who are individuals and are not a “permitted client” as defined in National Instrument 31-103 Registration Requirements, Exemptions and Ongoing Registrant Obligations. You can contact the OBSI if you have brought your initial complaint to us within 6 years from the time you become aware of the event that caused the complaint and (i) you have waited more than 90 days for a resolution, or
(ii) if you are not satisfied with our decision in Step 2, you have up to 180 days after being provided with our decision to take the complaint to OBSI. You may contact the OBSI by mail at 000 Xxx Xxxxxx, Xxxxx 0000, XX Xxx 0, Xxxxxxx Xxxxxxx X0X 0X0, by telephone toll-free at 0-000-000-0000, by fax toll free at 0-000-000-0000 or by email at xxxxxxxxx@xxxx.xx. You must agree that the amount of any compensation recommended by OBSI will not exceed $350,000. Any investigation by OBSI will be independent and informal. You do not require a lawyer. During its investigation, OBSI may interview you and our representatives. We are required to co-operate in OBSI’s investigations. Once OBSI has completed its investigation, its recommendations will be provided to you and us. OBSI’s recommendations are not binding. Please note that the OBSI will not investigate any matters which have gone to arbitration or civil litigation. Please note that making a compliant to OBSI does not restrict your ability to take the complaint to a dispute resolution service of your choice, at your expense, or to take legal action. Note that there are time limits for taking legal action.
(c) the Investment Industry Regulatory Organization of Canada (IIROC) at xxx.xxxxx.xx. IIROC provides for an arbitration program through two independent arbitration organizations. The arbitrator will make a final, legally-binding decision about your complaint, and can award up to $500,000; or
Appears in 1 contract
Samples: Account and Services Agreements
Rights and Obligations of Survivors. (for residents of Québec only) In the event of the death of any of the Clients:
a) the surviving Client or Clients will immediately give us written notice thereof;
b) we are authorized prior to or after the receipt of the written notice of the decedent’s death, to take such proceedings, require such papers, retain such property or restrict transactions in the account as we may consider advisable to protect us against any tax, liability, penalty or loss under any present or future laws or otherwise; and
c) the estate of the decedent, which estate will be bound to the terms hereof, and each survivor, the heirs and assigns of each each Client will continue to be liable to us, jointly and severally, for any debts, obligations, liabilities or losses in respect of the account, including, without limitation, those resulting from the completion of transactions initiated prior to the receipt by us of the written notice of the decedent’s death or incurred in the liquidations of the account. At TD Waterhouse, we Client Problem Resolution Process We value the trust you place in us and are committed to providing the best possible service to our clients. If you have a concern with TD Waterhouse or about the service you’ve you have received, we want to work with you to resolve it quickly and effectively. To efficiently address your concern, please consider gathering provide the following information: the date(s) and time(s) plus any additional supporting documents to explain your concern, the name(s) of the employee(s) involved, involved in the specifics of the concern and how we can help. Once this information is collected, please refer to Step 1 of the process outlined below that applies to the division in which you hold your TD Waterhouse accountbelow. TD Waterhouse We will handle your complaint in a fair and timely manner and provide an appropriate escalation option if the response does not meet your expectations. If the resolution of your problem is delayed, TD Waterhouse we will provide regular updates on the progress being made.
Step 1: Talk to your representative as many concerns can be resolved at the time they occur. If they are unable to resolve the problem to your satisfaction, ask to speak with their Manager. The Manager has the decision-making authority to resolve most problems and will immediately escalate a concern to Step 2, if required.
Step 2: Contact the Wealth Cares team. If the Manager is unable to resolve the problem to your satisfaction, they will ask the Wealth Cares team to review the issue on your behalf. At this point, you may be asked to put your concerns in writing so they can be thoroughly investigated. You can send your written complaint by mail to Wealth Cares team, P.O. Xxx 0000, Xxxxxxx X, Xxxxxxx, Xxxxxxx, X0X 0X0 or by email at xx.xxxxxxxxxx@xx.xxx. Where applicable, a Letter of Acknowledgement and a brochure entitled “How to Make A Complaint” will be sent to you within 5 business days of receipt of your complaint. We are committed to reviewing your concerns thoroughly and we shall provide a written response within 90 calendar days of receiving your written complaint. This response will include a summary of your complaint, the results of our investigation, and a decision as to the merits of your complaint. Where more time is required to complete our investigation, we shall provide you with a status update, which will include a new date for our decision.
Step 3: If you do not receive our response to your complaint within
(a) the TD Senior Customer Complaints Office by mail at P.O. Box 1, TD Centre, Toronto, Ontario, M5K 1A2, by telephone at 000-000-0000 or toll-free at 0-000-000-0000, by fax at 000-000-0000, or by email at xx.xxxx@xx.xxx. The TD Senior Customer Complaints Office can only deal with your concern after you have completed Steps 1 and 2. Please note that the office of the TD Senior Customer Complaints Office is employed by and is an affiliate of TD Bank Group. While the TD Senior Customer Complaints Office does not report directly to any business areas in order to protect the office’s impartiality, it is not an independent dispute resolution service. The mandate of the TD Senior Customer Complaints Office is to review your concerns and provide a response that is objective and unbiased. This service is voluntary and the estimated time that the TD Senior Customer Complaints Office takes to review and provide a response to matters is 90 days; however, complex investigations may take longer to resolve. Note that the time limit will continue to run during this review process; or
(b) an external agency that can assist in the resolution of your concerns. The Ombudsman for Banking Services and Investments (OBSI) is an independent dispute- resolution service that is available at no charge to clients outside of Québec who are individuals or who are non-individuals that are not “permitted clients” as defined in National Instrument 31-103 Registration Requirements, Exemptions and Ongoing Registrant Obligations. You can contact the OBSI if you have brought your initial complaint to us within 6 years from the time you become aware of the event that caused the complaint and (i) you have waited more than 90 days for a resolution, or
Appears in 1 contract
Samples: Account and Services Agreements
Rights and Obligations of Survivors. (for residents of Québec only) In the event of the death of any of the Clients:
a) the surviving Client or Clients will immediately give us written notice thereof;
b) we are authorized prior to or after the receipt of the written notice of the decedent’s death, to take such proceedings, require such papers, retain such property or restrict transactions in the account as we may consider advisable to protect us against any tax, liability, penalty or loss under any present or future laws or otherwise; and
c) the estate of the decedent, which estate will be bound to the terms hereof, and each survivor, the heirs and assigns of each Client will continue to be liable to us, jointly and severally, for any debts, obligations, liabilities or losses in respect of the account, including, without limitation, those resulting from the completion of transactions initiated prior to the receipt by us of the written notice of the decedent’s death or incurred in the liquidations of the account. At TD Waterhouse, we Client Problem Resolution Process We value the trust you place in us and are committed to providing the best possible service to our clients. If you have a concern with TD Waterhouse or about the service you’ve you have received, we want to work with you to resolve it quickly and effectively. To efficiently address your concern, please consider gathering provide the following information: the date(s) and time(s) plus any additional supporting documents to explain your concern, the name(s) of the employee(s) involved, involved in the specifics of the concern and how we can help. Once this information is collected, please refer to Step 1 of the process outlined below that applies to the division in which you hold your TD Waterhouse account. TD Waterhouse We will handle your complaint in a fair and timely manner and provide an appropriate escalation option if the response does not meet your expectations. If the resolution of your problem is delayed, TD Waterhouse we will provide regular updates on the progress being made.
Step 1: Talk to your representative as many concerns can be resolved at the time they occur. If they are unable to resolve the problem to your satisfaction, ask to speak with their Manager. The Manager has the decision-making authority to resolve most problems.
Step 2: Contact the Client Complaint Resolution Team. If the Manager is unable to resolve the problem to your satisfaction, they will ask the Client Complaint Resolution Team to review the issue on your behalf. At this point, you may be asked to put your concerns in writing so they can be thoroughly investigated. You can send your written complaint by mail to the Client Complaint Resolution Team, 000 Xxxxxx Xxxx Xxxx, 0xx Xxxxx, Xxxxxxx, Xxxxxxx X0X 0X0, fax at 000-000-0000 or by email at xx.xxxxxxxxxx@xx.xxx.
Step 3: If you have been through the first two steps and your concern has not been resolved to your satisfaction, you may contact:
(a) the TD Ombudsman by mail at P .O. Box 1, TD Centre, Toronto, Ontario, M5K 1A2, by telephone at 000-000-0000 or toll-free at 0-000-000-0000, by fax at 000-000-0000, or by email at xx.xxxxxxxxx@xx.xxx. The TD Ombudsman can only deal with your concern after you have completed Steps 1 and 2 and a resolution has not been reached. This service is voluntary and the estimated time that the TD Ombudsman takes to review and provide a response to matters is 90 days; however, complex investigations may take longer to resolve. Note that the time limit will continue to run during this review process; or
(b) an external agency that can assist in the resolution of your concerns. The Ombudsman for Banking Services and Investments (OBSI) is an independent dispute-resolution service that is available at no charge to clients outside of Québec who are individuals and are not a “permitted client” as defined in National Instrument 31-103 Registration Requirements, Exemptions and Ongoing Registrant 0-000-000-0000, by fax toll free at 0-000-000-0000 or by email at xxxxxxxxx@xxxx.xx. You must agree that the amount of any compensation recommended by OBSI will not exceed $350,000. Any investigation by OBSI will be independent and informal. You do not require a lawyer. During its investigation, OBSI may interview you and our representatives. We are required to co-operate in OBSI’s investigations. Once OBSI has completed its investigation, its recommendations will be provided to you and us. OBSI’s recommendations are not binding. Please note that the OBSI will not investigate any matters which have gone to arbitration or civil litigation. Please note that making a compliant to OBSI does not restrict your ability to take the complaint to a dispute resolution service of your choice, at your expense, or to take legal action. Note that there are time limits for taking legal action.
(c) the Investment Industry Regulatory Organization of Canada (IIROC) at xxx.xxxxx.xx. IIROC provides for an arbitration program through two independent arbitration organizations. The arbitrator will make a final, legally-binding decision about your complaint, and can award up to $500,000; or
(d) Québec residents may consider free mediation services offered by the Autorité des marchés financiers (AMF), Québec’s financial sector regulator. If you do not accept the decision of the TD Ombudsman, you can ask that a copy of your complaint file be transferred to the AMF, who may offer a free mediation service. Participation is voluntary and requires the consent of both of us. For more information on AMF mediation services, you may contact the AMF by telephone toll-free at 0-000-000-0000, by email at xxxxxxxxxxxxxxxxxxxxxxxxxx@xxxxxxxxx.xx.xx, or online at www. xxxxxxxxx.xx.xx. You may also file a complaint with IIROC and it will review your complaint to determine whether any securities laws have been violated; however, IIROC cannot provide compensation to you. For Registered Plans Only: Financial Consumer Agency of Canada (FCAC). If you have a concern regarding a potential violation of a consumer protection law, a public commitment or an industry code of practice, you may contact the FCAC in writing at: Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 000 Xxxxxxx Xxxxxx Xxxx, Xxxxxx, Xxxxxxx, X0X 0X0. The FCAC determines whether there is a problem with our compliance; however, this organization does not become involved in matters of redress or compensation. Concerns related to Insurance Matters or Services: Some Financial Planners and many Investment Advisors are also licensed as life insurance licensed agents and are agents of TD Waterhouse Insurance Services Inc. A concern regarding any insurance matters or services must be escalated to the Branch Manager and Senior Regional Manager immediately with a copy to Insurance Services Management and Wealth Insurance Compliance. Contact your Financial Planner or Investment Advisor for additional information should you have a concern. Mutual Fund Trading Agreement If we act as your agent for the purchase and sale of mutual funds, you agree with us as follows:
Appears in 1 contract
Samples: Account and Services Agreements
Rights and Obligations of Survivors. (for residents of Québec only) In the event of the death of any of the Clients:
a) the surviving Client or Clients will immediately give us written notice thereof;
b) we are authorized prior to or after the receipt of the written notice of the decedent’s death, to take such proceedings, require such papers, retain such property or restrict transactions in the account as we may consider advisable to protect us against any tax, liability, penalty or loss under any present or future laws or otherwise; and
c) the estate of the decedent, which estate will be bound to the terms hereof, and each survivor, the heirs and assigns of each Client will continue to be liable to us, jointly and severally, for any debts, obligations, liabilities or losses in respect of the account, including, without limitation, those resulting from the completion of transactions initiated prior to the receipt by us of the written notice of the decedent’s death or incurred in the liquidations of the accountaccount . At TD Waterhouse, we Client Problem Resolution Process We value the trust you place in us and are committed to providing the best possible service to our clientsclients . If you have a concern with TD Waterhouse or about the service you’ve you have received, we want to work with you to resolve it quickly and effectivelyeffectively . To efficiently address your concern, please consider gathering provide the following information: the date(s) and time(s) plus any additional supporting documents to explain your concern, the name(s) of the employee(s) involved, involved in the specifics of the concern and how we can helphelp . Once this information is collected, please refer to Step 1 of the process outlined below that applies to the division in which you hold your TD Waterhouse account. TD Waterhouse We will handle your complaint in a fair and timely manner and provide an appropriate escalation option if the response does not meet your expectationsexpectations . If the resolution of your problem is delayed, TD Waterhouse we will provide regular updates on the progress being mademade .
Step 1: Talk to your representative as many concerns can be resolved at the time they occur . If they are unable to resolve the problem to your satisfaction, ask to speak with their Manager . The Manager has the decision-making authority to resolve most problems .
Step 2: Contact the Client Complaint Resolution Team . If the Manager is unable to resolve the problem to your satisfaction, they will ask the Client Complaint Resolution Team to review the issue on your behalf . At this point, you may be asked to put your concerns in writing so they can be thoroughly investigated . You can send your written complaint by mail to the Client Complaint Resolution Team, P .O . Box 5999, Station F, Toronto, Ontario, M4Y 2T1 or by email at td .waterhouse@td .com Step 3: There are several escalation options which may provide a further review of your concern or additional information as follows:
(a) the TD Ombudsman by mail at P .O . Box 1, TD Centre, Toronto, Ontario, M5K 1A2, by telephone at 000-000-0000 or toll-free at 0-000-000-0000, by fax at 000-000-0000, or by email at td .ombudsman@td .com . The TD Ombudsman can only deal with your concern after you have completed Steps 1 and 2 and a resolution has not been reached . Please note that the office of the TD Ombudsman is employed by and is an affiliate of TD Bank Group . While the TD Ombudsman does not report directly to any business areas in order to protect the office’s impartiality, it is not an independent dispute resolution service . The mandate of the TD Ombudsman is to review your concerns and provide a response that is objective and unbiased . This service is voluntary and the estimated time that the TD Ombudsman takes to review and provide a response to matters is 90 days; however, complex investigations may take longer to resolve . Note that the time limit will continue to run during this review process; or
(b) an external agency that can assist in the resolution of your concerns . The Ombudsman for Banking Services and Investments (OBSI) is an independent dispute- resolution service that is available at no charge to clients outside of Québec who are individuals and are not a “permitted client” as defined in National Instrument 31-103 Registration Requirements, Exemptions and Ongoing Registrant Obligations . You can contact the OBSI if you have brought your initial complaint to us within 6 years from the time you become aware of the event that caused the complaint and (i) you have waited more than 90 days for a resolution, or (ii) if you are not satisfied with our decision in Step 2, you have up to 180 days after being provided with our decision to take the complaint to OBSI . You may contact the OBSI by mail at 00 Xxxxx Xxxxxx Xxxx, Xxxxx 0000, XX Xxx 0, Xxxxxxx Xxxxxxx X0X 0X0, by telephone toll-free at 0-000-000-0000, by fax toll free at 0-000-000-0000 or by email at ombudsman@obsi .ca . You must agree that the amount of any compensation recommended by OBSI will not exceed $350,000 . Any investigation by OBSI will be independent and informal . You do not require a lawyer . During its investigation, OBSI may interview you and our representatives . We are required to co-operate in OBSI’s investigations . Once OBSI has completed its investigation, its recommendations will be provided to you and us . OBSI’s recommendations are not binding .
(c) Please note that the OBSI will not investigate any matters which have gone to arbitration or civil litigation . Please note that making a complaint to OBSI does not restrict your ability to take the complaint to a dispute resolution service of your choice, at your expense, or to take legal action . Note that there are time limits for taking legal action and that applicable statutory limitation periods continue to run while we and/or the TD Ombudsman is reviewing your complaint; or the Investment Industry Regulatory Organization of Canada (IIROC) at www .iiroc .ca . IIROC provides for an arbitration program through two independent arbitration organizations . The arbitrator will make a final, legally-binding decision about your complaint, and can award up to $500,000; or
(d) Québec residents may consider free mediation services offered by the Autorité des marchés financiers (AMF), Québec’s financial sector regulator . If you are not satisfied with the resolution provided in Step 2 and/or with the decision of the TD Ombudsman, you can ask your complaint file be transferred to the AMF ., Following the transfer, the AMF will examine the complaint file and, if deemed appropriate, may offer dispute resolution services . The filing of a complaint with the AMF is voluntary and does not interrupt the prescriptive period of civil remedies . For more information on AMF mediation services, you may contact the AMF by telephone toll-free at 0-000-000-0000, by email at renseignementsconsommateur@lautorite .qc .ca, or online at www . lautorite .qc .ca . You may also file a complaint with IIROC and it will review your complaint to determine whether any securities laws have been violated; however, IIROC cannot provide compensation to you . For Registered Plans Only: Financial Consumer Agency of Canada (FCAC) . If you have a concern regarding a potential violation of a consumer protection law, a public commitment or an industry code of practice, you may contact the FCAC in writing at: Financial Consumer Agency of Canada, 6th Floor, Enterprise Building, 000 Xxxxxxx Xxxxxx Xxxx, Xxxxxx, Xxxxxxx, X0X 0X0 . The FCAC determines whether there is a problem with our compliance; however, this organization does not become involved in matters of redress or compensation . Concerns related to Insurance Matters or Services: Some Financial Planners and many Investment Advisors are also licensed as life insurance licensed agents and are agents of TD Waterhouse Insurance Services Inc . A concern regarding any insurance matters or services must be escalated to the Branch Manager and Senior Regional Manager immediately with a copy to Insurance Services Management and Wealth Insurance Compliance . Contact your Financial Planner or Investment Advisor for additional information should you have a concern . If you are not satisfied with our response you may escalate your concern to the TD Ombudsman’s Office . If you are not satisfied with the response from the TD Ombudsman’s Office, you may escalate your complaint to the OmbudService for Life & Health Insurance (OLHI) . You may contact the OLHI by telephone toll-free at 0-000-000-0000, online at www .olhi .ca, or by mail at: 000 Xxx Xxxxxx, X .X . Xxx 0 Xxxxxxx, XX X0X 0X0 Attention: General Manager Mutual Fund Trading Agreement If we act as your agent for the purchase and sale of mutual funds, you agree with us as follows:
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Samples: Account and Services Agreements
