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How To Make A Complaint
In order to best assist you in making a complaint, please review and select yes or no for the following questions:
| 1.To which line of business does your complaint pertain: | |
| 2.Have you contacted our contact centre or a branch and have they provided a final response? | |
| 3.Have you contacted the RBC Client Care Centre and have they provided their final position? | |
| 2.Have you contacted our contact centre or an Investor Centre and have they provided a final response? | |
| 3.Have you contacted the RBC Direct Investing Client Care Centre and have they provided their final position? | |
| 2.Did you start with an Insurance representative or Claim advisor and have they provided a response? | |
| 3.Have you contacted the RBC Insurance Customer Care Assurance office and have they provided their final position? | |
| 2.Did you start with your Investment Advisor or Branch Manager? | |
| 3.Have you received a formal response from the RBC DS complaints department (Designated Complaints Officer)? | |
| 2.Did you start with your Investment Counsellor? | |
| 3.Have you contacted RBC PH&N IC’s Head Office? | |
| 4.Have you contacted the RBC Office of the Ombudsman to resolve your complaint? | |
What to do next: Start at the source
As a first step in the complaint process, please start at the source of your issue by visiting your local branch, call the contact centre or send an email to discuss the matter. Did you know that over 80% of all complaints are solved by speaking with a specialist in a branch or contact centre?
- Toll-free 1-800-769-2511
- Contact us online
- Find an RBC Royal Bank Branch
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Escalate the complaint
As a next step, if you have not been able to resolve your complaint at the source, you can contact the RBC Client Care Centre. This office can offer a fair and objective review of both parties’ positions without bias.
- Contact us online
- Toll-free 1-800-769-2540 please choose language option, then option 2
- International Toll-free +8000-769-2511
- International Collect 506-864-2275
- Fax 416-974-3561
RBC Royal Bank
Client Care Centre
PO Box 1, Royal Bank Plaza
Toronto, Ontario M5J 2J5
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Start at the source
As a first step in the complaint process, please start at the source of your issue by visiting an Investor Centre or phoning our contact centre to discuss the matter.
- 1-800-769-2560, option 4
- Visit an Investor Centre
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Escalate the complaint
As a next step, if you have not been able to resolve your complaint at the source you can contact the RBC Direct Investing Client Care Centre. This office can offer a fair and objective review of both parties’ positions.
- Contact us online
- Toll-free 1-800-769-2560
- Toll-free fax 1-888-722-2388
RBC Direct Investing
Client Care Centre
Royal Bank Plaza
200 Bay Street, North Tower
P.O. Box 75
Toronto, Ontario M5J 2Z5
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Start at the source
As a first step in the complaint process, please start at the source of your issue by discussing your concerns and expectations with an Insurance representative or Claim advisor. If you are not satisfied with the response, ask to speak with a Team Manager, Appeal Consultant or Client Care Specialist. These individuals will have the authority to investigate and resolve most problems that arise. If the matter still cannot be resolved at this level, ask that a business Manager provide you with a final letter outlining the company’s position.
By telephone:
Life & Health: RBC Life Insurance Company
Toll-free: 1-800-461-1413
Travel: RBC Insurance Company of Canada
Toll-free: 1-800-263-8944
Property & Auto: RBC General Insurance Company, RBC Insurance Company of Canada
Toll-free: 1-800-769-2526
Creditor (Mortgage/Loan Life & Disability Protection): RBC Insurance Services Inc.
Toll-free: 1-800-769-2523
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Escalate the complaint
If you have not been able to resolve your complaint with the appropriate RBC Insurance business division and you have received a letter stating their final decision/proposal, you can contact the RBC Insurance Customer Care Assurance office for assistance. This office can offer a fair and objective review of both parties’ positions without bias and provide a final report of its findings/recommendations.
- Contact us online
- Toll-free 1-888-728-6666
- Toll-free fax 1-888-844-3331
RBC Insurance Services Inc.
Customer Care Assurance
PO Box 213, Station A
Mississauga, Ontario L5A 4N9
What You Will Need:
- Must provide a written statement of your outstanding concerns and your resolution expectations.
- Must provide a copy of the RBC Insurance business division final decision/proposal letter.
- Provide any new information or documentation not already submitted to support your position.
What to do next: Start at the source
If you have a concern, we encourage you to let your Investment Advisor or Branch Manager know as soon as possible. You may refer to your account statement for their contact information or alternatively use our Find an Investment Advisor tool.
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Escalate the complaint
As a next step, if you have not been able to resolve your complaint with your Investment Advisor or Branch Manager, you can contact our Designated Complaints Officer. This officer can offer a fair and objective review of both parties’ positions without bias.
- Phone: 416-842-8056
- Fax: 416-842-8055
RBC Dominion Securities Inc.
RBC Centre
155 Wellington Street West
PO Box 150
Toronto, Ontario M5V 3K7
Attention: Designated Complaints Officer
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Start at the source
If you have a problem or a complaint about your account, we encourage you to contact us so that we can review and resolve your issues. Speak with your Investment Counsellor about your concerns so that he/she can review and try to address any issues you have. If you prefer, put your complaint in writing.
If your Investment Counsellor is not able to address your concerns to your satisfaction, ask him/her for the name of the Managing Director responsible for the branch where your account is held, and speak to him or her.
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Escalate the complaint
As a next step, if you have not been able to resolve your complaint with the Managing Director, please contact RBC PH&N IC’s Head Office. You may contact us by:
- Phone: 1-877-534-4219
RBC Phillips, Hager & North Investment Counsel Inc.
RBC Centre
155 Wellington Street West, PO Box 150
Toronto, Ontario M5V 3K7
Attention: Compliance Department
What You Will Need:
- All supporting documents concerning your complaint, paying special attention to date(s).
- Obtain the names of any employees that were involved.
- Clarify the circumstances in your own mind and determine what you would like us to do to resolve your issue.
What to do next: Contact additional resources
The following Dispute Resolution bodies can provide you with a further review of your complaint or claim for compensation.
Government regulators and other bodies provide alternative sources of consumer information and have offices that handle specific complaints concerning covered laws and rules. Depending on your issue, the federal government and provinces have their own resources that can be contacted.
If you feel your complaint has not been resolved, you can contact one of the organizations listed in Additional Resources .
What to do next: Appeal to the RBC Office of the Ombudsman
As a next step, if you feel your complaint has not been resolved, you can contact the RBC Office of the Ombudsman:
RBC Office of the Ombudsman
- Submit or update complaint online
- Fax: 416-974-6922
-
PO Box 1, Royal Bank Plaza
Toronto, Ontario M5J 2J5
What You Will Need:
- Must provide a copy of the RBC line of business final decision/proposal letter(s), if you received one.
- Provide any information or documentation not already submitted to support your position. To submit complaint fully online, please have documents available in electronic format and accessible electronically when you submit your complaint.
To learn more about the RBC Office of the Ombudsman, view our web page. If you have any questions, please call 1-800-769-2542 to leave a confidential voice message. Your call will be returned within 5 business days.
Additional Resources
Review additional resources for making your complaint or download our How to Make a Complaint brochure to review our guidelines and commitments to all our clients.
