The Complaint Process

Here is an outline of how the Ombudsman’s Office will handle your complaint:

Step 1: Acknowledgement of Complaint
Within 24 hours of receiving your complaint, the Ombudsman will acknowledge receipt and let you know when you should expect a response.

Step 2: Investigation and Recommendation
The Ombudsman will investigate the matter fully and impartially and make recommendations to senior management for resolving the complaint.

Step 3: Final Resolution
If the Ombudsman's recommendations are accepted, you will be informed and sent a letter confirming the manner in which the problem will be resolved. This will represent the company’s final position on the matter.

If you remain dissatisfied, external resolution options will be offered to you.

Back to Problem Resolution.

If you would like to file a formal complaint with the Ombudsman, please click here. Remember to provide as much detail as possible regarding your problem: your full name and account number, all pertinent dates, times and the names of people with whom you have spoken, etc.

Within 24 hours of receiving your complaint, the Ombudsman will contact you to acknowledge receipt, verify any related information and let you know when you can expect further news.

Rest assured, the Ombudsman will do everything to ensure your complaint is handled quickly, impartially and, as far as possible, to the satisfaction of all concerned.

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 Insurance Meloche Monnex, we comply with consumer laws that protect you in various ways. For example, we will provide you with information about our complaint-handling procedures. We also comply with the CBA Code of Conduct for Authorized Insurance Activities.

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, 6th Floor
427 Laurier Avenue West
Ottawa, Ontario
K1R 1B9

The FCAC can also be contacted by telephone at 1-866-461-3222 (en français 1-866-461-2232).

For more information about the FCAC, please visit Please note: The FCAC does not become involved in matters of redress or compensation – all requests for redress from TD Insurance Meloche Monnex must follow the problem resolution process available in this site.