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HOW WE OPERATE RESPONSIBLE BANKING WORKPLACE ENVIRONMENT COMMUNITY GOVERNANCE


Product Responsibility (continued)


Helping out in times of need We encourage customers facing financial challenges to talk to us so we can help get them back on track before it’s too late. As a result, customers don’t have to resort to potentially more costly and time-consuming alternative means of financing, and we retain customers and avoid costly writeoffs. In 2015, we helped restructure $109.9 million in loans in Canada, up from $98.1 million in 2014.


Compared to other banks in the U.S., TD had relatively limited exposure to sub-prime mortgages. TD Bank’s Loss Prevention team continued to focus on strengthening customer outreach efforts by expanding the options available and helping customers avoid losing their homes. The value of troubled real-estate assets restructured by TD Bank in 2015 was US$35.7 million, comparable to US$36 million in 2014.


Clear communication Using clear language is a cornerstone of delivering a legendary customer experience. We want our customers to properly understand their financial rights and options and how our products and services work so they can make informed financial decisions. In the past few years, we have taken additional steps to make various product materials and website information easier to understand. TD has Clear Language Principles that guide our employees and a Clear Language Basics course, to help train employees when writing customer documentation.


For the third consecutive year, in 2015 the Pew Charitable Trusts included TD Bank among the top 50 U.S. banks for disclosure, overdraft and dispute-resolution practices, ranking us 11th for achieving a best-practice designation in four of seven categories. TD Bank also has videos that explain complicated financial terms and language.


“ Success in today’s competitive banking marketplace requires doing many things well – having the right products, offering the right customer experience, building a distinctive brand and communicating a credible and compelling message. TD Bank has put together a small business program that yields success across these areas and makes them stand out in the marketplace.”


Go Deeper Code of Conduct and Public Commitments Low-Cost Banking Options Understanding TD Products


Page 18


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TD Bank explains checking accounts


Watch video >


Michael Ennamorato, Managing Director of TNS, a global research consultancy


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