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Office of the Ombudsman

The Office of the Ombudsman provides an impartial service for open and voluntary discussion of concerns and issue resolution.

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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).

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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

Johanne Ardouin, MBA, FCSI, Ombudsman

Johanne Ardouin joined RBC in 1990 and has held several executive positions responsible for regional and national mandates within RBC's banking, insurance and wealth management businesses. Ms. Ardouin holds an MBA from Université du Québec à Montréal and is actively involved with a number of charitable and community organizations.

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

Direct Investing

Insurance

Wealth Management

You are on: Case Studies

Current Report

(opens PDF in new window) 2013

Archived Reports

(opens PDF in new window) 2012
(opens PDF in new window) 2011

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RBC Office of the Ombudsman

The RBC Ombudsman can only review your concern after it has been investigated by RBC. If you have completed Steps 1 and 2 described at Make a Complaint (opens new window) and you have received a final response from an RBC representative, you may appeal to the RBC Office of the Ombudsman.

Please explain in writing why the problem has not been adequately resolved to your satisfaction. You may submit your concern online through RBC's Make a Complaint (opens new window) website, by mail, fax or e-mail to our contact coordinates below.

If you require accommodations as part of the complaint process, please contact us.

Mail: PO Box 1,
Royal Bank Plaza
Toronto, Ontario M5J 2J5
Fax: 416-974-6922
*e-mail: ombudsman@rbc.com
Telephone: 1-800-769-2542

* Please do not send personal and/or financial information via unsecured email.

 

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Our Mandate

We will provide an impartial avenue of appeal for unresolved concerns, and will recommend changes to improve client and employee experiences.