How We Handle Complaints

Customer Service Charter

At TD Direct Investing, 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 with us or the service you’ve received from us, we want to work with you to resolve it as quickly and effectively as possible.

We want to:

  • Make it easy for you to tell us about your concern

  • Listen to you

  • Consider how you would like us to resolve any issues raised

  • Ensure you are satisfied with how your concern was handled

  • Learn from any mistakes we make.

Customer Complaint Handling

This section explains what to do if you have any concerns about TD Direct Investing. It also tells you how quickly we will deal with your concern and who to contact if you are not satisfied with our response.

How and where to raise your concern

If you're not satisfied with any aspect of our service you can tell us about your concerns in the following ways:

In the first instance, we would always prefer to hear from you by telephone on 1 800 646 582. This will allow you to have a discussion with one of our representatives who will listen to your concerns, consider the issues raised, discuss your options and attempt to resolve your concern at first contact.

It is not always possible to resolve your concern at the first point of contact, in these instances our representatives will take full details of any issues raised and arrange for your concern to be investigated and a response to be issued in writing.

In writing, addressing your letter to: 
Customer Resolution Team 
TD Direct Investing 
Dept AA 1626 
P O Box 4214 

Please ensure you write "No Stamp Required" in the top right hand corner of your envelope.


Customer Services Manager
TD Direct Investing 
Exchange Court 
Duncombe Street 
LS1 4AX.

How long will it take?

Our aim is to resolve your concern at first contact. We will do our best to at least contact you to discuss your concerns in the first 3 days after we have received your complaint. If we have been unable to reach a resolution in this 3 day window we will write to you to:

  • Explain why we have not managed to resolve your concern
  • Tell you who is dealing with your concern and how to contact them
  • Obtain further information to help us resolve any issues

Once an acknowledgement has been issued we will aim to resolve your complaint within 4 weeks from receipt. In the exceptional circumstances where the issues raised are particularly complex, matters may take longer to resolve. We will keep you informed on a regular basis of progress until your concern has been resolved.

Our final response once issued will explain the outcome of our investigation and make you aware of the availability of the Financial Ombudsman Service and will include their explanatory leaflet.

8 weeks

In the unlikely event we cannot resolve your complaint by the end of 8 weeks we will send you a letter giving reasons for the delay in resolving your concerns. This letter will give you an indication of when we expect to reach a conclusion and send a 'final response' letter that will explain our final position. This letter will also make you aware at this stage of the availability of the Financial Ombudsman Service and will include their explanatory leaflet.

What happens if we cannot reach agreement? 
If we cannot reach agreement once we have issued you with our ‘final response’ or where we have not resolved your concern within 8 weeks, you will have six months from the date of our ‘final response’ letter to request the Financial Ombudsman Service review your case.

The Financial Ombudsman Service 
The Financial Ombudsman acts independently of TD Direct Investing and provides a service as an unbiased adjudicator. The Ombudsman works under 'Terms of Reference', which allows him to deal with complaints about most types of banking/investment business from most types of customers. Bear in mind though that the Ombudsman cannot deal with a complaint until you have received a 'final response' letter from us.

The Financial Ombudsman address is: 
Investment Division 
Financial Ombudsman Service 
South Quay Plaza 
183 Marsh Wall 
E14 9SR 
United Kingdom 
Telephone: +44 300 123 9123 or +44 207 964 0500