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We will provide an impartial avenue of appeal for unresolved concerns, and will recommend changes to improve customer and employee experiences.
What is the Office of the Ombudsman?
The Office of the Ombudsman provides an impartial process for open and voluntary discussion for resolution of unresolved conflicts. Our dispute resolution specialists are trained in mediation, fact-finding and listening. These skills, combined with an independent mindset, allow us to help each party present its case and find solutions that work. We handle client disputes for all RBC Financial Group (RBC) businesses, globally. This enables us to help each company fulfill its unique business purposes, mindful of how each interaction may affect a client's overall relationship with RBC.
How does the Ombudsman bring value to the client/RBC relationship?
As an impartial avenue of appeal, the Office of the Ombudsman is not an advocate for either RBC or its clients. We ensure that disputing parties have an opportunity to listen to one another and attempt resolution in an open, unbiased forum. Our investigations focus on the facts and establishing fairness in all the circumstances. Dispute resolution specialists investigate both sides of the issue and assist the parties in reaching a fair and reasonable resolution. Recommendations are non-binding and parties are free to pursue other avenues if agreement is not reached.
Client complaints are a vital source of feedback. Based on client discussions, the Ombudsman may make recommendations to RBC to improve operations or products and services to eliminate or reduce client irritants.
How do you resolve a problem?
Please visit How to make a complaint for information for problem resolution within RBC, options you may consider should your complaint be unresolved after the Ombudsman review, and information with respect to issues of a regulatory nature.
Note: The Ombudsman does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation, or transactions for which RBC records no longer exist (usually after six or seven years).
Who are we?
Our team is accountable to provide an impartial and independent avenue of appeal to review unresolved client issues. We operate independently of RBC and our role is to review all sides of a complaint to form an independent view of a fair and reasonable solution.
Wendy Knight, BComm, MBA, CGA, Ombudsman
Wendy Knight joined RBC Financial Group in 1988 following experience in the private sector, including labour relations and dispute resolution. She has worked across Canada and overseas.
Dave McNabb, LL.M, C. Med, Deputy Ombudsman
Dave McNabb opened the RBC Office of the Ombudsman in 1996. Dave has extensive experience in consumer dispute resolution and leadership of financial services ombudsman practice in Canada and the practice of mediation in Ontario. Dave joined RBC in 1975.
R. Ken Brown, Employee Ombudsman & Deputy Ombudsman
Ken Brown joined RBC Financial Group in 1981 and has held diverse positions across Canada. His experiences and knowledge of RBC provide a strong foundation to assist employees with knowledgeable, issue-resolution support. Ken holds a Certificate in Dispute Resolution from York University.
Linda Thomson, PFP, FICB, Deputy Ombudsman
Linda Thomson joined RBC in 1972 and has extensive experience in personal financial services, business and commercial markets, and internal audit. Linda is a graduate of the Canadian Securities Course (CSC) and holds a mutual funds license.
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