高级客户投诉办公室

The Senior Customer Complaints Office is an impartial body within TD charged with reviewing escalated Canadian customer complaints that remain unresolved after the completion of the first two steps of TD's Customer Problem Resolution Process.

Kerry Robbins is the Vice President & Head of the Senior Customer Complaints Office. Kerry has been with TD for over 25 years in increasingly senior roles in a wide variety of areas, including Direct Channels, Branch Banking, and Real Estate Secured Lending. Kerry has a BA from King's University College at Western University and a Masters of Business Administration from Anglia Business School in Cambridge, England.

She also serves as Director on the board of the London Chamber of Commerce. Kerry凭借深厚的经验与业务知识以及广泛的人际关系网络、公平感和诚信，在道明银行备受认可。

The Senior Customer Complaints Office (SCCO) is an impartial body within TD Bank Group ("TD" or "Bank") charged with reviewing Canadian customer complaints that remain unresolved after the completion of the first two steps of TD's Customer Problem Resolution Process. 我们的办公室将调查投诉，并担任客户与道明各业务部门之间的联络人，包括道明加拿大信托、道明汽车贷款 (SC)（加拿大）、道明财富（加拿大）、道明自管投资和道明保险。我们的办公室不直接向任何业务部汇报工作，确保在处理客户问题时保持公正。如果投诉属于我们的职责范围内，我们的服务将免费向所有道明客户提供。

尽管我们的申诉专员办公室致力于妥善处理所有道明客户投诉，但一些常见投诉并不属于我们的审核范围。 Unless there are extenuating circumstances, the SCCO Office will not review complaints relating to:

  • The content of Bank policies, including credit granting or risk management decisions
  • 利率水平
  • 其他公布的收费或费用
  • 已经开始或结束诉讼的事务
  • 尚未经过道明客户争议解决程序前两步调查的投诉

为解决您的问题，您必须先经过道明内部客户争议解决程序的步骤1和2。如果经过这些步骤之后问题仍未解决，请进一步查看程序中如何联系我们的详情。

Review the SCCO Annual Report.

Clients must complete Step 1 and 2 of the TD Complaint Resolution process before the SCCO will be able to review their case.

Email: td.scco@td.com

电话：1-888-361-0319或416-982-4884

传真：1-866-891-2410或416-983-3460

Learn more about how we care for our customers