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MAKE A COMPLAINT


AT RBC, WE ARE COMMITTED TO HELPING RESOLVE ANY COMPLAINTS IN A TIMELY MANNER.


IF YOU HAVE A COMPLAINT, WE ARE ALWAYS HERE TO HELP.

Our goal is it to prove our unwavering commitment to preserving your confidence
and trust in us. Your feedback will also help us to continually improve the
quality of products and services we provide to you and other clients. The best
way to address your complaint is to raise the issue as soon as it comes up.

We encourage you to get in touch with us at any time, either through online
banking, in person, or by telephone. We want to address your complaint in the
most professional manner possible. This webpage will guide you to the correct
contact to help ensure your complaint can be resolved as quickly as possible.


MAKE A COMPLAINT

In order to ensure your complaint is addressed as quickly and easily as
possible, please tell us which line of business your complaint pertains to:


PERSONAL & COMMERCIAL BANKING

RBC Royal Bank RBC Royal Mutual Funds Inc. RBC Direct Investing Inc. RBC
InvestEase Inc.


WEALTH MANAGEMENT

RBC Dominion Securities Inc. RBC Phillips, Hager & North Investment Counsel Inc.
RBC Royal Trust RBC Wealth Management Financial Services Inc.


INSTITUTIONAL

RBC Capital Markets RBC Investor Services RBC Insurance

If you are unsure which line of business your complaint pertains to, see these
ExamplesOpens in new window


RBC ROYAL BANK

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.

If you are an existing client, you can use RBC’s Message Centre to contact us by
selecting “Send a Secure Message” on the right side of the page.

Sign into Online Banking
 * Branch Locator(opens new window)
 * Call the advice center at 1-800-769-2511



For complaints associated with Creditor Insurance (HomeProtector, LoanProtector
etc), please contact us as follows:

RBC Insurance Services Inc.

Toll-free: 1-800-769-2523

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.

SINGLE EXTERNAL COMPLAINTS BODY FOR CANADIAN BANKS EFFECTIVE NOVEMBER 1, 2024

Effective November 1, 2024, the Ombudsman for Banking Services and Investments
(OBSI) has been designated the single external complaints body for banks in
Canada. Should you choose to submit your complaint before November 1, 2024,
submit it to ADRBO. ADRBO will manage to completion all complaints escalated to
them prior to November 1, 2024. After October 31, 2024, submit your complaint to
OBSI. Contact information for both service providers can be found under the
Additional Resources link at the bottom of this page.

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.

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.

If you are an existing client, you can use RBC’s Message Centre to contact us by
selecting “Send a Secure Message” on the right side of the page.

Sign into Online Banking
 * Branch Locator(opens new window)
 * Call us at 1-800-463-3863

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 Direct Investing Inc.’s Client Complaint Examination and Resolution Policy
Overview(Opens in new window)

 * How to Make a Complaint Brochure(PDF opens in a new window)
 * Additional Resources(Page opens in new window)


RBC INVESTEASE INC.

RBC InvestEase Inc.’s Client Complaint Examination and Resolution Policy
Overview(Opens in new window)

 * How to Make a Complaint Brochure(PDF opens in a new window)
 * Additional Resources(Page opens in new window)


RBC DOMINION SECURITIES INC.

RBC Dominion Securities Inc.’s Client Complaint Examination and Resolution
Policy Overview(Opens in new window)

 * How to Make a Complaint Brochure(PDF opens in a new window)
 * Additional Resources(Page opens in new window)


RBC PHILLIPS, HAGER & NORTH INVESTMENT COUNSEL INC.

RBC Phillips, Hager & North Investment Counsel Inc.’s Client Complaint
Examination and Resolution Policy Overview(Opens in new window)

 * How to Make a Complaint Brochure(PDF opens in a new window)
 * Additional Resources(Page opens in new window)


RBC ROYAL TRUST

RBC Royal Trust’s Client Client Complaint Examination and Resolution Policy
Overview(Opens in new window)

 * How to Make a Complaint Brochure(PDF opens in a new window)
 * Additional Resources(Page opens in new window)


RBC WEALTH MANAGEMENT FINANCIAL SERVICES INC.

RBC Wealth Management Financial Services Inc.’s Complaint Examination and
Resolution Policy Overview(Opens in new window)

 * How to Make a Complaint brochure(opens pdf in new window)
 * Additional Resources(Page opens in new window)


RBC CAPITAL MARKETS

RBC Capital Market’s Making a Complaint Process(opens pdf in new window)

 * How to Make a Complaint brochure(opens pdf in new window)
 * Additional Resources(Page opens in new window)


RBC INVESTOR SERVICES

Click to link to external RBCIS complaint page RBC Investor Services | Make A
Complaint(Page opens in new window)


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:

CALL:

Life & Health: RBC Life Insurance Company

Toll-free: 1-800-461-1413

Travel: RBC Insurance Company of Canada

Toll-free: 1-800-263-8944

Property & Auto: RBC Insurance Agency Ltd.

Toll-free: 1-800-769-2526

EMAIL: feedback@rbcinsurance.com

For Complaints associated with Creditor Insurance (HomeProtector, LoanProtector
etc) ,please direct your complaint through RBC Royal Bank.

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)


RBC CLIENT COMPLAINTS APPEAL OFFICE

Due to new regulatory requirements, the RBC Office of the Ombudsman ceased its
operations. As of April 2022, the RBC Client Complaints Appeal Office is the
most senior designated office appointed to address appealed complaints within
RBC.


ANNUAL REPORTS

2023(PDF)

2022(PDF)

2021(PDF)

ADDITIONAL RESOURCES

Review additional resources for making your complaint or download our How to
Make a Complaint brochure to review our guidelines and commitments to all our
clients.

How to Make a Complaint Brochure(PDF opens in a new window)

Additional Resources(Page opens in new window)

RBC PRIVACY & SECURITY

We are committed to protecting the privacy of clients and the security of the
personal information shared with us.

Visit Privacy & Security Site


FOOTER LINKS


ABOUT RBC

 * Our Company
 * Corporate Governance
 * Investor Relations
 * History
 * Contact Us
 * Regulatory Information


NEWS

 * Media Newsroom
 * Thought Leadership
 * Awards
 * Publications


CORPORATE CITIZENSHIP

 * Our Impact
 * ESG Reporting
 * Voluntary Codes and Public Commitments

Statement Regarding Modern Slavery


WORK AT RBC

 * Careers at RBC
 * Diversity & Inclusion at RBC
 * Become a Supplier

Royal Bank of Canada Website, © 1995-2024

Legal | Accessibility | Privacy & Security | Advertising & Cookies

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