Having been a client of the one of the companies that TD Waterhouse took over in recent years I came to be a customer of TD Waterhouse by default. I choose to go online with them purely because it was an easy transaction to complete as they were my existing stockbroker.
The problems started from there...The paperwork that I had already completed with the previous company had to be refilled and another period of waiting ensued before I received a user ID and password. They didn't work - so from there another password and ID were issued which worked the second time of trying. It was the early days of online brokering so I was willing to cut them a bit of slack. The service is quite slick, the website quite simple (I favour this as opposed to having to navigate my war around each time I long on) although there does sometimes appear to be a disconnect between the online service and conventional service.
One good point is that TD waterhouse do appear to be brave enough to admit their mistakes - the values on my investments for a long period were completely wrong. I called the company and corresponded by email to make them aware of this and they endeavoured to find out where the problem lay. I never found out why but things were corrected and I suggested that they waived their management fee for that period. They agreed and the company went up in my estimation.
Overall, they are good...but they do have problems. I've been the subject of their feedback campaign and would say that they still a little way to go before they get into the Premier Division.
More details
Service accessibility
Average
Staff courtesy/helpfulness
Good
Quality of advice
Not Applicable
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