HANDLING COMPLAINTS (CANADA) Complaints investigated by TD Ombudsman 230 234 338 Complaints in which TD Ombudsman ruled in full or partial agreement with the customer or client 94 112 160 Complaints referred to external industry ombudsman (OBSI)1 25 23 154 Complaints investigated in which external industry ombudsman made recommendations in favour of customer or client1 5 12 30 1 The Ombudsman for Banking Services and Investments (OBSI) changed its criteria for case reporting effective 2009.