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Additional Resources

The following Dispute Resolution bodies can provide you with a further review of your complaint or claim for compensation. Regulatory bodies and agencies provide alternative sources of consumer information and have offices that review and handle specific complaints concerning violations of covered laws and rules.

All complaints

The RBC Ombudsman is an internal ombudsman employed by RBC and is not an independent dispute resolution service. The RBC Ombudsman’s services are completely voluntary and free. The RBC Ombudsman can only review your concern after you have received a response from RBC.

Please explain in writing why the concern has not been adequately resolved to your satisfaction. All parties involved in a dispute receive a fair and impartial hearing, with all dealings kept in the strictest confidence. Services of the Ombudsman are free of charge. The estimated time that the RBC Ombudsman takes to review and provide a response to matters is within 90 days upon receipt of a signed client consent form; however, complex investigations may take longer to resolve.

To help us begin our review as soon as possible, we encourage you to submit your concern securely and electronically via RBC’s “Make a Complaint” online submission tool(opens to external site).

You may also contact us at

RBC Office of the Ombudsman
Royal Bank Plaza
PO Box 1
Toronto ON M5J 2J5
Toll-free: 1-800-769-2542
Fax: 416-974-6922
ombudsman@rbc.com

Note: Please do not send personal or financial information in an email. If you have any questions or require accommodations as part of the complaint process, please let us know.

If you escalate the matter to the RBC Ombudsman, the limitation periods for escalation to the OBSI or commencement of a civil action continue to run while the RBC Ombudsman reviews your complaint. This may impact your ability to pursue a future civil claim. We advise you consult your legal counsel accordingly.

Banking complaints

You may escalate a banking complaint directly to ADRBO without going to the RBC Ombudsman if you do not receive a final response to your complaint within 90 calendar days of our receiving your complaint in Step 2, or if you are not satisfied with the outcome or examination of your complaint. In each instance, you have 180 calendar days to escalate your concerns to ADRBO. ADRBO is a private company that operates independently of the participating banks. Its services are free of charge to those making the complaint. 

ADR Chambers Banking Ombuds Office
31 Adelaide Street East
PO Box 1006
Toronto ON M5C 2K4
Toll-free telephone: 1-800-941-3655
Toll-free fax: 1-877-803-5127
contact@bankingombuds.ca
www.bankingombuds.ca(opens to external site)

Investment complaints

You may escalate an investment complaint directly to the OBSI without going to the RBC Ombudsman if you do not receive a final response to your complaint within 90 calendar days or if you are not satisfied with the outcome or examination of your complaint. You have up to 180 days after receiving a final response to submit your complaint to the OBSI. The OBSI is a free, independent service for resolving investment disputes impartially and can recommend compensation of up to $350,000.

Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
PO Box 8
Toronto ON M5H 3R3
Toll-free telephone: 1-888-451-4519
Toll-free fax: 1-888-422-2865
ombudsman@obsi.ca
www.obsi.ca(opens to external site)

You may also contact the applicable securities regulators. Please refer to “Regulatory bodies and other resources” section for further information.

You may also pursue legal action and seek independent legal counsel to advise you on your options and recourses including information regarding the applicable limitation periods in your province/territory.

Insurance complaints

OmbudService for Life & Health Insurance

20 Adelaide St. East, Suite 802
P.O. Box 29
Toronto ON M5C 2T6
Attention: General Manager
Telephone (Toronto): 416-777-9002
Telephone (Montreal): 514-282-2088
Toll-free: 1-888-295-8112
www.olhi.ca(opens to external site)

General Insurance OmbudService (GIO)

4711 Yonge Street, 10th Floor
Toronto ON M2N 6K8
Toll-free: 1-877-225-0446
Fax: 416-299-4261
www.giocanada.org(opens to external site)

The services of all Ombudsman investigations are provided to you at no cost.

Privacy complaints

PO Box 7500, Station A
Toronto ON M5W 1P9
Fax: 416-955-2192

If you are still not satisfied with the outcome or examination of your privacy complaint, you can contact the Office of the Privacy Commissioner of Canada. The Office of the Privacy Commissioner of Canada investigates complaints concerning the Personal Information Protection and Electronic Documents Act. Complaints to the Office of the Privacy Commissioner must be submitted in writing:

Office of the Privacy Commissioner of Canada
30 Victoria Street
Gatineau QC K1A 1H3

For general privacy inquiries and additional information about personal information-handling practices, you can contact the Office of the Privacy Commissioner of Canada in any of the following ways:

Telephone: 819-994-5444
Toll-free: 1-800-282-1376
TTY: 819-994-6591
www.priv.gc.ca(opens to external site)

Regulatory bodies and other resources

Regulatory bodies and agencies provide alternative sources of consumer information and have offices that handle specific complaints.

The Financial Consumer Agency of Canada (FCAC) supervises all federally regulated financial institutions to ensure they comply with federal consumer protection provisions. It also educates consumers and monitors industry codes of conduct and public commitments designed to protect consumer interests.

These consumer protection provisions cover a variety of operating practices that directly affect our clients. For example, financial institutions are required by law to provide consumers with information about their fees, interest rates and complaint- handling procedures.

Specific complaints made in writing will be assessed by the FCAC on a case-by- case basis to determine whether a federal consumer protection issue exists, and if so, what necessary action should be taken.

Regulatory complaints should be submitted in writing:

Financial Consumer Agency of Canada
Enterprise Building, 6th Floor
427 Laurier Avenue West
Ottawa ON K1R 1B9
Toll-free: 1-866-461-3222
www.fcac-acfc.gc.ca(opens to external site)

In Quebec, the Autorité des marchés financiers (AMF) is the regulatory body charged with administering the regulatory framework and providing review and mediation services.

Autorité des marchés financiers
Place de la Cité, Tour Cominar
2640 Laurier Boulevard, Suite 400
Quebec QC G1V 5C1
Telephone: 418-525-0337
Fax: 418-525-9512

In Saskatchewan, the Superintendent of Insurance and Real Estate Division of the FCAA is charged with regulating financial products and service providers.

Financial and Consumer Affairs Authority of Saskatchewan
1919 Saskatchewan Drive, Suite 601
Regina SK S4P 4H2
Phone: 306-787-6700
fid@gov.sk.ca

The Investment Industry Regulatory Organization of Canada (IIROC) is responsible for overseeing all investment dealers and trading activity in Canadian debt and equity marketplaces. Member firms agree to abide by all relevant bylaws, rules and regulations of the IIROC, and are subject to ongoing supervision. IIROC sets regulatory and investment industry standards, protects investors and strengthens market integrity while maintaining efficient and competitive capital markets.

Investment Industry Regulatory Organization of Canada
121 King Street West, Suite 2000
Toronto ON M5H 3T9
Telephone: 416-364-6133
Toll-free: 1-877-442-4322
Fax: 416-364-0753
InvestorInquiries@iiroc.ca
www.iiroc.ca(opens to external site)

In addition to the regular IIROC complaint process, arbitration is another option. For arbitration services, contact the appropriate arbitrator for your area as shown in the chart below.

arbitration services
All jurisdictions except Quebec Quebec
ADR Chambers
adrchambers.com/ca(opens to external site)
1-800-856-5154
Canadian Commercial Arbitration Centre
www.ccac-adr.org/en/(opens to external site)
1-800-207-0685

The Mutual Fund Dealers Association of Canada (MFDA) is the national self-regulatory organization (SRO) for the distribution side of the Canadian mutual fund industry. As an SRO, the MFDA is responsible for regulating the operations, standards of practice and business conduct of its members and their representatives to enhance investor protection and strengthen public confidence in the Canadian mutual fund industry. The MFDA operates in all provinces and territories in Canada except Quebec.

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
complaints@mfda.ca
www.mfda.ca(opens to external site)

Voluntary codes and public commitments

The Canadian banking industry has developed several voluntary commitments and codes, designed to protect consumers and serve them better.

Copies or additional information about the voluntary commitments and codes are available on our website at www.rbc.com.