Make a Complaint

RBC Royal Bank

RBC Royal Bank Complaint Handling Process

Our employees are often able to resolve a complaint quickly and effectively. In situations where you don’t feel satisfied with the response you have received, you can ask to be referred to a manager.

If a manager is unable to resolve a complaint to your satisfaction, you can ask to escalate your complaint. We will ensure that it is forwarded to the Client Care team on your behalf.

Should you be dissatisfied with the outcome of the review performed by Client Care, they will present you with an option to appeal your complaint to the RBC Client Complaints Appeal Office (CCAO). The RBC CCAO is the most senior designated office appointed to address escalated complaints within RBC. If you choose to do so, we will forward your complaint on your behalf to the RBC CCAO.

You may submit your unresolved concern directly to ADR Chambers Banking Ombuds Office (ADRBO), if:

• RBC has exhausted the 56 calendar days prescribed time period for dealing with your complaint, or
• You are not satisfied with the resolution offered by the most senior designated officer at RBC (the CCAO)

You have up to 180 calendar days to submit your complaint to the ADRBO after receiving a final response from RBC, or if 56 calendar days have passed since your complaint was made.

ADRBO is an industry Ombudsman that operates independently from banks. Its services are free of charge to those making the complaint. ADRBO is regulated as an External Complaints Body by the Financial Consumer Agency of Canada.

If you would like to learn more about our complaint handling process, click here:

How to Make a Complaint Brochure

RBC Royal Mutual Funds Inc.

RBC Royal Mutual Funds Inc. Complaint Handling Process

Our employees are often able to resolve a complaint quickly and effectively if given the opportunity to hear from you. In situations where you still don’t feel satisfied with the response you have received, you can ask to be referred to a manager.

If you are not satisfied with the response you received, ask to escalate your complaint. We will ensure that it is forwarded to the RMFI Compliance department on your behalf.

Should you be dissatisfied with the outcome of the review performed by RMFI Compliance, you can escalate your complaint to the Ombudsman for Banking Services and Investments (OBSI); or the Mutual Fund Dealers Association of Canada (MFDA) if you reside outside Quebec; or the Autorité des marchés financiers (AMF) if you reside in Quebec. You can also pursue legal action.

You also have the option to appeal your complaint to the RBC Client Complaints Appeal Office, which is the most senior designated office appointed to address escalated complaints within RBC. If you choose to do so, we will forward your complaint on your behalf to the RBC Client Complaints Appeal Office.

You may submit your unresolved concern directly to the OBSI, MFDA or AMF, as applicable, without going to the RBC Client Complaints Appeal Office.

Ombudsman for Banking Services and Investments (OBSI)

20 Queen Street West, Suite 2400

P.O. Box 8

Toronto, ON M5H 3R3

Toll-free telephone: 1-888-451-4519

Toll-free fax: 1-888-422-2865

ombudsman@obsi.ca

obsi.ca(External site for RBC opens in new window)

Mutual Fund Dealers Association of Canada

121 King Street West, Suite 1000

Toronto, ON M5H 3T9

Telephone: 416-361-6332

Toll-free: 1-888-466-6332

Fax: (416) 361-9073

complaints@mfda.ca

mfda.ca(External site for RBC opens in new window)

Autorité des marchés financiers

Place de la Cité, tour Cominar

2640 boulevard Laurier, bureau 400

Québec, QC G1V 5C1

Telephone: 418-525-0337 or 514-395-0337

Toll-free: 1-877-525-0337

Fax: 418-525-9512 or 514-873-3090

information@lautorite.qc.ca

lautorite.qc.ca(External site for RBC opens in new window)

Please refer to the following for additional details and contact information:

• Royal Mutual Funds Inc.’s Client Complaint Examination and Resolution Policy OverviewPDF opens in a new window
• How to Make a Complaint BrochurePDF opens in a new window
• Additional Resources(Page opens in new window)

RBC Direct Investing Inc.

RBC InvestEase Inc.

RBC Dominion Securities Inc.

RBC Phillips, Hager & North Investment Counsel Inc.

RBC Royal Trust

RBC Wealth Management Financial Services Inc.

RBC Capital Markets

RBC Investor Services

RBC Insurance

If you have a complaint, we can help you resolve it. We encourage you to collect all the relevant information and contact us through one of the following methods:

RBC Insurance Complaint handling process

Our employees are often able to resolve a complaint quickly and effectively if given the opportunity to hear from you. In situations where you still don’t feel satisfied with the response you have received, you can ask to be referred to a manager.

If you are not satisfied with the response you received, ask to escalate your complaint. We will ensure that it is forwarded to the appropriate Client Care team on your behalf.

Should you be dissatisfied with the outcome of the review performed by the Client Care team, you will be provided with the option to appeal your complaint to the RBC Client Complaints Appeal Office, which is the most senior designated office appointed to address escalated complaints within RBC. We will forward your complaint on your behalf to the RBC Client Complaints Appeal Office.

If you would like to learn more about our complaint handling process: How to make a complaint Brochure(opens pdf in new window)