Customer Services Charter
TD Direct Investing is one of the world's largest discount brokers, providing investors with a broad range of brokerage, managed fund, banking and other consumer financial products.
Service - Making it better
We do everything we can to make sure our customers get the best possible service. However, sometimes despite our best efforts we don't get things right. When that happens we always encourage you to tell us about your complaints and concerns so that we can put matters right.
We want to:
- Make it easy for you to tell us about your complaint.
- Listen to your concerns.
- Consider how you would like us to resolve your issues.
- Ensure you are satisfied with how your complaint was handled.
- Learn from any mistakes we make.
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 complaint and who to contact if you are not satisfied with our response.
How and where to complain
If you're not satisfied with any aspect of our service you can tell us about your concerns in the following ways:
- By telephone - use your usual number for contacting us or 0845 607 6002.
- In writing, addressing your letter to:
Customer Services Manager TD Direct Investing
Exchange Court
Duncombe Street
Leeds
LS1 4AX.
Or to submit a complaint online please email us by clicking on the following link:
How long will it take?
If we are unable to resolve your complaint straight away then we will contact you to let you know, and to tell you how you can get in touch with us if you want to discuss your complaint further.
- Explain why we have not managed to resolve your issues
- Tell you who is dealing with your complaint and how to contact them
- Obtain further information which will help us to resolve your concerns
We will keep you informed on a regular basis of progress until your complaint has been resolved. In exceptional circumstances where your complaint is particularly complex, matters may take longer to resolve.
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 or, where appropriate, we will send a 'final response' letter that will explain our final position.
We will also tell you about the Financial Ombudsman Service, and how you may ask them to look into your complaint.
What if you're not happy with our response?
Our aim is that your concerns should be resolved as quickly as possible by staff who have the right experience, knowledge and authority. However, if you're not satisfied with our action or explanation you can ask for your case to be reviewed at a higher level. Your complaint will then be re-investigated fully and we will keep you informed of the progress we are making.
What happens if we cannot reach agreement?
TD Direct Investing is a member of the Financial Ombudsman Service and, if we cannot reach agreement, you have recourse to the Financial Ombudsman Service to request them to review your case if you feel it appropriate.
You will receive a copy of their leaflet and will have six months from the date of our 'final response' letter to ask them to carry out a review.
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
London
E14 9SR
United Kingdom
Telephone: +44 300 123 9123 or +44 207 964 0500
E-mail: enquiries@financial-ombudsman.org.uk