Office of the Ombudsman

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What is the Office of the Ombudsman?

We handle client disputes for all 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.

Our dispute resolution specialists are trained in listening, fact-finding and mediation. These skills, combined with an independent mindset, allow us to help each party present its case and find solutions that work.

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.

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).

You are on: Who We Are

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.

Our Core Principles:

• Impartiality and an independent mindset
• Fairness to all parties
• Providing feedback for continuous improvement

Wendy Knight, BComm, MBA, FCGA, Ombudsman

Wendy Knight joined RBC 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.

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), she holds a mutual funds license and a certificate in Advanced Alternative Dispute Resolution - University of Windsor.

Leslie Ince-Mercer, BA, BSc, Manager Client Service and Operations

Leslie Ince-Mercer joined RBC in 1988 and has held a variety of positions in Customer Service and Operations. Leslie has experience in dispute resolution and holds a Certificate in Advanced Mediation from the University of Toronto.

R. Ken Brown, Employee Ombudsman & Deputy Ombudsman

Ken Brown joined RBC 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.

You are on: Case Studies

For your reference, we have developed a number of case studies that you can read to learn more about how the Ombudsman acts as an impartial 3rd party and how we have worked to resolve issues and disputes involving RBC®.

Banking

• Timely, Clear Request Helps Customer Make Case 
• Communication Gap Leads to Credit Rating Confusion 
• Complaint Leads to Improvement 
• Write Off Extends Bad Credit Record 
• A Responsive Business Partner 

Direct Investing

• Understanding how Markets Operate Critical for Discount Brokerage Clients 

Insurance

• Customer Care Crucial 

Wealth Management

• Market Losses Dash Client’s High Hopes 
• Estate Settlement Held Up 
• Investment Risk Higher than Expected 

You are on: Case Studies

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2011

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