How to make a complaint - About RBC
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How to make a complaint
How to make a complaint 1
We value your opinion
We all stand to gain from open communication.
Contents
Whether it’s used to answer a question, solve
We value your opinion 1 a problem or share a success, communication
RBC business groups 2 is the key.
If you have a complaint or encounter While we welcome all positive comments
a problem 3 you may have, it is equally important for us
to know when you have a problem so we
Step 1: Start at the source 3
can resolve it and retain your confidence.
Step 2: Contact the appropriate centre 4
At the same time, we use your feedback
Step 3: Escalate your complaint 5 to continually improve the quality of
Mediation 9 products and services we provide to you
Steps to make a complaint 9 and other clients.
Regulatory bodies and other resources 10 There are a variety of ways you can express
Financial Consumer Agency your concerns or provide positive feedback
of Canada 10 about your experiences with RBC® companies.
We encourage you to get in touch with us,
Voluntary codes and
either in person or by telephone, email, mail
public commitments 11
or fax.
Autorité des marchés financiers 11
Saskatchewan – Superintendent
of Insurance 11
Investment Industry Regulatory
Organization of Canada 12
Mutual Fund Dealers Association
of Canada 132 How to make a complaint How to make a complaint 3
RBC business groups If you have a complaint or
¡ RBC Royal Bank® includes all RBC branches encounter a problem
and Business Banking Centres.
We want to handle your complaint in the most
¡ RBC Insurance® includes the following: efficient and professional manner possible.
Life & Health: Here’s a quick and easy step-by-step
RBC Life Insurance Company reference to ensure your concern receives
Toll-free: 1-800-461-1413 the attention it deserves.
Travel:
Step 1: Start at the source
RBC Insurance Company of Canada
Toll-free: 1-800-263-8944 If a problem occurs, it is generally easier to
check the facts and come to a resolution at
Home & Auto:
the point where the problem originated. This
RBC Insurance Agency Ltd.
may simply entail a quick telephone call or a
Toll-free: 1-800-769-2526
visit to your branch or the office in question.
Creditor Save yourself valuable time by collecting all
(mortgage/loan life and disability the relevant information before you make
protection): your initial contact:
RBC Insurance Services Inc.
¡ Assemble all supporting documents
Toll-free: 1-800-769-2523
concerning your complaint, paying special
¡ RBC estate and trust services are offered attention to the date(s).
by The Royal Trust Company or Royal Trust
¡ Obtain the names of any employees that
Corporation of Canada.
were involved.
¡ Other RBC businesses include:
¡ Clarify the circumstances in your own
Royal Mutual Funds Inc. mind and determine what you would like
RBC Dominion Securities Inc. us to do.
RBC Direct Investing Inc. ¡ Call us or visit the RBC branch or office
in question.
RBC InvestEase Inc.
RBC Phillips, Hager & North Investment If you are not satisfied with the response
Counsel Inc. you get where the problem originated, ask
to speak with the manager, team leader
Our companies are committed to providing or senior officer present. They will have
you with the best possible service. the authority to solve most problems
We welcome your feedback, comments immediately. The sooner you contact the
and opinions, and we thank you for appropriate parties, the sooner they can
your business. begin working on a solution.4 How to make a complaint How to make a complaint 5
Step 2: Contact the appropriate centre Contact for RBC Direct Investing Inc.:
If your problem is not resolved to your RBC Direct Investing Compliance
satisfaction with your first contact, we RBC Centre
encourage you to escalate your complaint to 155 Wellington Street West
the appropriate centre listed below. PO Box 150
Toronto, ON M5V 3K7
Once we receive your complaint, we will do
Attention: Designated Complaints Officer
our best to resolve the issue quickly. If it
takes longer than five business days, we will Contact for RBC InvestEase Inc.:
contact you and follow up accordingly.
RBC InvestEase Inc.
When contacting us, please include a PO Box 4288, Station A
telephone number where you can be reached. Toronto, ON M5W 0J8
Toll-free: 1-800-769-2531
Contact for RBC Royal Bank, Private Banking
rbcinvestease.com
and Royal Mutual Funds Inc.:
Client Care Centre Contact for RBC Phillips, Hager & North
Royal Bank Plaza Investment Counsel Inc.:
PO Box 1 RBC Centre
Toronto, ON M5J 2J5 155 Wellington Street West
Toll-free: 1-800-769-2540, option 2 PO Box 150
International toll-free: +8000-769-2511 Toronto, ON M5V 3K7
Fax: 416-974-3561 Attention: Compliance Department
rbc.com/customercare
Step 3: Escalate your complaint
Contact for RBC Insurance:
If the issue is not resolved after consulting
RBC Insurance Services Inc.
the above contacts, there are a few options
Customer Care Assurance
available to you.
PO Box 213, Station A
Mississauga, ON L5A 4N9 For all complaints
Toll-free telephone: 1-888-728-6666 (banking, insurance and investment):
Toll-free fax: 1-888-844-3331 RBC Office of the Ombudsman. The RBC
feedback@rbcinsurance.com Ombudsman is an internal ombudsman
rbcinsurance.com employed by RBC and is not an independent
dispute resolution service. The RBC
Contact for RBC Dominion Securities Inc.:
Ombudsman’s services are completely
RBC Dominion Securities Compliance voluntary and free. The RBC Ombudsman
RBC Centre can only review your concern after you have
155 Wellington Street West received a response from RBC.
PO Box 150
Please explain in writing why the concern
Toronto, ON M5V 3K7
has not been adequately resolved to your
Attention: Designated Complaints Officer
satisfaction. All parties involved in a dispute
Telephone: 416-842-8056
receive a fair and impartial hearing, with
Fax: 416-842-8055
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 to6 How to make a complaint How to make a complaint 7
matters is within 90 days upon receipt of a ADR Chambers Banking Ombuds Office
signed client consent form; however, complex 31 Adelaide Street East
investigations may take longer to resolve. PO Box 1006
Toronto, ON M5C 2K4
To help us begin our review as soon as
Toll-free telephone: 1-800-941-3655
possible, we encourage you to submit your
Toll-free fax: 1-877-803-5127
concern securely and electronically through
contact@bankingombuds.ca
RBC’s “Make a Complaint” online submission
bankingombuds.ca
tool at rbc.com/complaint.
You may also contact us at For investment complaints:
RBC Office of the Ombudsman Ombudsman for Banking Services and
Royal Bank Plaza Investments (OBSI). You may escalate an
PO Box 1 investment complaint directly to the OBSI
Toronto, ON M5J 2J5 without going to the RBC Ombudsman if
Toll-free: 1-800-769-2542 you do not receive a final response to your
Fax: 416-974-6922 complaint within 90 calendar days or if
ombudsman@rbc.com you are not satisfied with the outcome or
Note: Please do not send personal or financial examination of your complaint. You have
information in an email. up to 180 days after receiving a final response
to submit your complaint to the OBSI. The
If you have any questions or require
OBSI is a free, independent service for
accommodations as part of the complaint
resolving investment disputes impartially
process, please let us know.
and can recommend compensation of
If you escalate the matter to the RBC up to $350,000.
Ombudsman, the limitation periods for Ombudsman for Banking Services
escalation to the OBSI or commencement of and Investments (OBSI)
a civil action continue to run while the RBC 20 Queen Street West, Suite 2400
Ombudsman reviews your complaint. This PO Box 8
may impact your ability to pursue a future Toronto, ON M5H 3R3
civil claim. We advise you consult your legal Toll-free telephone: 1-888-451-4519
counsel accordingly. Toll-free fax: 1-888-422-2865
ombudsman@obsi.ca
For banking complaints:
obsi.ca
ADR Chambers Banking Ombuds Office
(ADRBO). You may escalate a banking You may also contact the applicable
complaint directly to ADRBO without going securities regulators. Please refer to the
to the RBC Ombudsman if you do not “Regulatory bodies and other resources”
receive a final response to your complaint section for further information.
within 90 calendar days of our receiving You may also pursue legal action and seek
your complaint in Step 2, or if you are not independent legal counsel to advise you
satisfied with the outcome or examination of on your options and recourses including
your complaint. In each instance, you have information regarding the applicable
180 calendar days to escalate your concerns limitation periods in your province/territory.
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.8 How to make a complaint How to make a complaint 9
For life and health insurance complaints: For general privacy inquiries and additional
information about personal information-
OmbudService for Life & Health Insurance
handling practices, you can contact the
20 Adelaide St. East, Suite 802
Office of the Privacy Commissioner of
P.O. Box 29
Canada in any of the following ways:
Toronto, ON M5C 2T6
Attention: General Manager Telephone: 819-994-5444
Telephone (Toronto): 416-777-9002 Toll-free: 1-800-282-1376
Telephone (Montreal): 514-282-2088 TTY: 819-994-6591
Toll-free: 1-888-295-8112 priv.gc.ca
olhi.ca
Mediation
For home and auto insurance complaints:
Efforts to settle an unresolved issue may
General Insurance OmbudService (GIO) ultimately include mediation. A mediator helps
4711 Yonge Street, 10th Floor disputing parties work toward a mutually
Toronto, ON M2N 6K8 acceptable resolution by maintaining open
Toll-free: 1-877-225-0446 communication in an effort to identify issues,
Fax: 416-299-4261 interests and possible options. In some
giocanada.org instances, the RBC Ombudsman may suggest
The services of all Ombudsman investigations — or the client may request — an external
are provided to you at no cost. mediator. In the case of external mediation or
arbitration, generally the client and RBC will
For privacy complaints: share the costs equally.
Office of the RBC Chief Privacy Officer
Steps to make a complaint
PO Box 7500, Station A
Toronto, ON M5W 1P9 Banking services
Fax: 416-955-2192 STEP 1: RBC branch, Royal Direct® call
Start where the centre or Business Banking
event occurred Centre
Office of the Privacy Commissioner of
Canada. If you are still not satisfied with STEP 2: Client Care Centre
Contact the
the outcome or examination of your privacy appropriate centre
complaint, you can contact the Office of STEP 3: RBC Office of the Ombudsman
the Privacy Commissioner of Canada. The Escalate your (contact in writing)
complaint
Office of the Privacy Commissioner of ADR Chambers Banking Ombuds
Office (ADRBO)
Canada investigates complaints concerning
the Personal Information Protection and Insurance services
Electronic Documents Act. Complaints to the
STEP 1: RBC Insurance business unit
Office of the Privacy Commissioner must be Start where the that issued your policy (see
submitted in writing: event occurred page 2 – RBC business groups)
STEP 2: Customer Care Assurance
Office of the Privacy Commissioner of Canada Contact the
30 Victoria Street appropriate centre
Gatineau, QC K1A 1H3 STEP 3: RBC Office of the Ombudsman
Escalate your (contact in writing)
complaint
OmbudService for Life
& Health Insurance
General Insurance
OmbudService10 How to make a complaint How to make a complaint 11
Investment services Regulatory complaints should be submitted
in writing:
Refer to the Client Complaint Examination and
Resolution Policy Overview for:
Financial Consumer Agency of Canada
Royal Mutual Funds Inc. Enterprise Building, 6th Floor
https://www.rbc.com/customercare/_assets-custom/
pdf/Client_Complaint_Examination_Resolution_ 427 Laurier Avenue West
Policy_2020_EN.pdf Ottawa, ON K1R 1B9
RBC Dominion Securities Inc. Toll-free: 1-866-461-3222
https://www.rbcds.com/en/resolving-your-concerns
fcac-acfc.gc.ca
RBC Direct Investing Inc.
https://www.rbcdirectinvesting.com/pdf/complaint-and-
resolution-policy-en.pdf Voluntary codes and public commitments
RBC InvestEase Inc. The Canadian banking industry has developed
https://www.rbcinvestease.com/resolving-your-concerns
several voluntary commitments and codes,
RBC Phillips, Hager & North Investment Counsel Inc.
http://www.rbcphnic.com/resolving-your-concerns.html designed to protect consumers and serve
them better.
Copies or additional information about
Regulatory bodies and the voluntary commitments and codes are
other resources available on our website at rbc.com.
Regulatory bodies and agencies provide Autorité des marchés financiers
alternative sources of consumer information
In Quebec, the Autorité des marchés financiers
and have offices that handle specific
(AMF) is the regulatory body charged with
complaints.
administering the regulatory framework and
providing review and mediation services.
Financial Consumer Agency of Canada
Autorité des marchés financiers
The Financial Consumer Agency of Canada
Place de la Cité, Tour Cominar
(FCAC) supervises all federally regulated
2640 Laurier Boulevard, Suite 400
financial institutions to ensure they comply
Quebec, QC G1V 5C1
with federal consumer protection provisions.
Telephone: 418-525-0337
It also educates consumers and monitors
Fax: 418-525-9512
industry codes of conduct and public
commitments designed to protect consumer Saskatchewan – Superintendent
interests. of Insurance
These consumer protection provisions cover In Saskatchewan, the Superintendent of
a variety of operating practices that directly Insurance and Real Estate Division of the
affect our clients. For example, financial FCAA is charged with regulating financial
institutions are required by law to provide products and service providers.
consumers with information about their
Financial and Consumer Affairs Authority
fees, interest rates and complaint-handling
of Saskatchewan
procedures.
1919 Saskatchewan Drive, Suite 601
Specific complaints made in writing will be Regina, SK S4P 4H2
assessed by the FCAC on a case-by-case Telephone: 306-787-6700
basis to determine whether a federal fid@gov.sk.ca
consumer protection issue exists, and if so,
what necessary action should be taken.12 How to make a complaint How to make a complaint 13
Investment Industry Regulatory Mutual Fund Dealers Association
Organization of Canada of Canada
The Investment Industry Regulatory The Mutual Fund Dealers Association
Organization of Canada (IIROC) is of Canada (MFDA) is the national self-
responsible for overseeing all investment regulatory organization (SRO) for the
dealers and trading activity in Canadian distribution side of the Canadian mutual
debt and equity marketplaces. Member firms fund industry. As an SRO, the MFDA is
agree to abide by all relevant bylaws, rules responsible for regulating the operations,
and regulations of the IIROC, and are subject standards of practice and business conduct
to ongoing supervision. IIROC sets regulatory of its members and their representatives to
and investment industry standards, protects enhance investor protection and strengthen
investors and strengthens market integrity public confidence in the Canadian mutual
while maintaining efficient and competitive fund industry. The MFDA operates in all
capital markets. provinces and territories in Canada
except Quebec.
Investment Industry Regulatory
Organization of Canada Mutual Fund Dealers Association of Canada
121 King Street West, Suite 2000 121 King Street West, Suite 1000
Toronto, ON M5H 3T9 Toronto, ON M5H 3T9
Telephone: 416-364-6133 Telephone: 416-361-6332
Toll-free: 1-877-442-4322 Toll-free: 1-888-466-6332
Fax: 416-364-0753 complaints@mfda.ca
InvestorInquiries@iiroc.ca mfda.ca
iiroc.ca
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.
All jurisdictions
Quebec
except Quebec
ADR Chambers Canadian Commercial
adrchambers.com/ca Arbitration Centre
1-800-856-5154 ccac-adr.org/en
1-800-207-0685For more information on RBC products and services, contact 1-800 ROYAL® 1-1 (1-800-769-2511) or visit our website at rbc.com. TTY/teletypewriter users only call 1-800-661-1275. This publication is also available in formats suitable for people who are partially sighted or have limited vision. Ce document est aussi publié en français. ® / ™ Trademark(s) of Royal Bank of Canada. RBC and Royal Bank are registered trademarks of Royal Bank of Canada. VPS108724 07465 (06/2021)
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