What you can expect from us
Our Business Depends on Your Business
Our Commitment to You
Our Business Relationship Standards
Our Problem Resolution Process
Financial Consumer Agency of Canada
Our Business Depends on Your Business
 At TD Canada Trust, we know that you're working hard to make your business as successful as possible. We believe it's our responsibility to work just as hard to help you achieve your goals.
We also know that a solid relationship with your bank - one you can count on day in and day out - is important to your business. That's why we've put our commitment to you in writing, along with how we can address any concerns that
may arise.
Our commitment starts with services, products and advice tailored specifically to your small business needs.
We offer you:
Practical credit and deposit solutions and financial advice to help you run your business more effectively
Quick and efficient service, with the convenience of extended hours at most branches
Easy, 24-hour-a-day access to your accounts through Green Machine* ABMs, EasyLine™ telephone banking, EasyWeb™ Internet banking and Interac Direct Payment
Economical service plans that include most account transactions for one attractive monthly fee
Simple business banking forms and credit applications, and fast credit response
Our Small Business Banking services have been developed by listening to the needs of business people like you. We
regularly survey our customers to ensure that we are providing the products you need, maintaining a very high standard of service and fulfilling our commitment to you.
Our Commitment to You
To build strong, positive relationships with all our business customers, we will:
Encourage open communication to help us fully understand and meet your financial needs
Explain our credit process to help you obtain the financing you need in a timely manner
Maintain the accountability of TD Canada Trust employees in following our Business Relationship Standards
Guide you through our Customer Problem Resolution Process, which includes access to the TD Ombudsman, to help make sure any concerns you may have about your banking relationship with us are resolved quickly and fairly
Provide equal access to TD Canada Trust products and services, regardless of gender, race, disability or ethnic origin
Our Business Relationship Standards
To further strengthen our commitment to you, TD Canada Trust has developed the Business Relationship Standards shown herein. Our Branch Managers and financial advisors honour these standards, and every year they must commit, in
writing, to maintaining them.
Our Business Relationship Standards explain the quality of service you can expect from TD Canada Trust, and can help you determine what to do if you are not satisfied with your banking relationship.
Standards for clear and timely communication
We will give you complete and accurate information on all TD Canada Trust products and services. In addition, we
are committed to open communication:
Our goal is to ensure that all documents, including contracts, are written in clear, concise and understandable language
The TD Privacy Code, which outlines how we respect the confidentiality of our banking relationships, is available at your local branch
Occasionally, changes are made to fees or the terms and conditions of a credit relationship. As you require time to respond to these changes, we are committed to providing fair and reasonable notice of the following:
Changes in business account service charges and credit fees - by written notification - 30 days in advance
Changes in negotiated credit fees, terms, conditions or lending margins of your loan
Changes in security requirements or reduction or cancellation of a line of credit - 30 days in advance†
Standards for straightforward credit procedures
When you seek business credit from TD Canada Trust, we will provide you with a copy of our TD Canada Trust Business Planner, upon request, to help you prepare a business plan, and we will explain:
How to apply for credit
What information we need to process your application
Why we have certain requirements, such as loan security
How long it will take to respond to your application (our goal is two business days from the date we receive all required information). Each credit application is judged strictly on its own merits
When your credit application is approved, we will explain (within five business days of approval and, if you request, in writing):
The terms and conditions of the financing arrangement
The information and documentation we will require from you before advancing the loan and while the loan is outstanding, such as financial statements or accounts receivable reports
If we decline a credit application, we will (within five business days of the decision and, if you request, in writing):
Explain the key reasons for our decision
Advise you of any changes required for us to reconsider your loan application
Provide additional information, where available, on government incentive programs, business advisors and venture capital sources
Should you experience a significant change in your business, TD Canada Trust will carefully review the existing credit arrangement before deciding if any action should be taken.
Our Problem Resolution Process
If you ever have questions or concerns about your TD Canada Trust banking relationship, we suggest you take the following steps.
Step 1 - Contact Us in Person or by Telephone, Mail or E-mail
Tell us about your problem or concern in the way that is most convenient for you. You may contact your Branch Manager, or the business unit responsible for your account. You may speak with one of our telephone banking specialists 24 hours a day, seven days a week by calling 1-800-430-6095. If you prefer to tell us about your problem in writing, you have the following options:
Mailing Address:
Customer Feedback
Toronto-Dominion Centre
P.O. Box 193
Toronto, Ontario M5K 1H6
Fax: 1-877-983-2932
E-mail: customerfeedback@td.com
Please include your full name, address and telephone number on your e-mail.
Our representatives will work hard to resolve your problem to your satisfaction in Step 1. If you are not satisfied with the
solution that they are able to provide, the Manager will become involved in the resolution of your problem or concern.
Step 2 - Elevation of Your Problem to Senior Management
If you are not satisfied with the solution you receive from the Manager in Step 1, then the Manager will offer to elevate
your problem - communicating all relevant details on your behalf - to a representative of the Senior Management Officer responsible for the branch or business unit. Alternatively, if you prefer to elevate the problem yourself, the Manager in Step 1 will be pleased to provide you with the contact information. You may also speak with one of our telephone banking specialists at 1-800-430-6095,and they will assist you by having the appropriate representative contact you.
If, after speaking with a representative of the Senior Management Officer, you are not satisfied with the solution they are able to provide, a Senior Management Officer will become involved in the resolution of your problem or concern.
Step 3 - Contact the TD Ombudsman
If your problem or concern remains unresolved after you have followed Steps 1 and 2, you may contact the TD Ombudsman. The TD Ombudsman is dedicated to resolving disputes fairly and professionally. If it is determined that your concern has not been addressed by the Senior Management Officer as outlined in Step 2, the TD Ombudsman may direct your problem to the appropriate business area for investigation and response. Within five business days of receiving your enquiry, the TD Ombudsman will write or call to advise you if and where your problem 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. You may write to the TD Ombudsman at:
TD Ombudsman
P.O. Box 1
Toronto-Dominion Centre
Toronto, Ontario M5K 1A2
Fax: (416) 983-3460
E-mail: td.ombudsman@td.com
Please include your full name, business name, address and telephone number on your e-mail.
The TD Ombudsman can also be reached by telephone at (416) 982-4884 or toll-free at 1-888-361-0319.
Step 4 - Contact the Ombudsman for Banking Services and Investments (OBSI)
If your concern still remains unresolved after contact with the TD Ombudsman, you may then contact the Ombudsman for Banking Services and Investments.
Mailing Address:
Ombudsman for Banking Services and Investments
P.O. Box 896
STN Adelaide
Toronto, Ontario M5C 2K3
Toll-free fax: 1-888-422-2865
Website: www.obsi.ca
E-mail: ombudsman@obsi.ca
Please include your full name, business name, address and telephone number on your e-mail.
The OBSI can also be contacted by telephone, toll-free, at 1-888-451-4519.
Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada (FCAC) supervises federally regulated financial institutions to ensure that they comply with federal consumer protection laws.
The FCAC also helps educate consumers, and monitors industry codes of conduct and public commitments designed to protect the interests of consumers.
At TD Bank Financial Group*, we comply with numerous consumer laws that protect you in a number of ways. For example, we will provide you with information about our complaint-handling procedures; proper notice about our branch closures that affect you; and, when you open an account, information about interest rates and fees.
If you have a complaint regarding a potential violation of a consumer protection law, a public commitment or an industry code of conduct, you can contact the FCAC in writing at:
Financial Consumer Agency of Canada
Enterprise Building
427 Laurier Avenue West, 6th Floor
Ottawa, Ontario K1R 1B9
The FCAC can also be contacted by telephone at 1-866-461-3222 (en français 1-866-461-2232).
The FCAC will determine whether there is a problem with compliance by TD Bank Financial Group, and if so what corrective measures are necessary.
Please note: The FCAC does not become involved in matters of redress or compensation - all requests for redress from TD Bank Financial Group must follow the problem resolution process set out in this brochure.
For more information about the FCAC, please visit its website at www.fcac-acfc.gc.ca
For more information simply visit any TD Canada Trust branch,
call 1-866-222-3456,
en français (in French): 1-800-895-4463
in Cantonese/Mandarin: 1-800-387-2828
TTY (text telephone): 1-800-361-1180
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