Step 1: Start at the source
If a problem occurs, it is best to start where the issue originated. Save valuable time by collecting all the relevant information before you make your initial contact:
§ Assemble all supporting documents concerning your complaint, paying special attention to the date(s).
§ Be clear about the circumstances and determine what you would like us to do.
3 ways to contact us:
§ Please log into your Online Banking and go to the message centre to send us a message
§ Call us at 1-800-769-2511
§ Visit the RBC branch or office in question
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.
Step 2: Escalate the complaint to RBC Client Care
If you are not satisfied with the response you have received where the problem originated, you can ask to escalate your complaint. Simply contact us in one of the same ways you may have contacted us earlier. We will ensure that it is forwarded to RBC Client Care on your behalf.
Step 3: If the issue is not resolved after consulting with RBC Client Care, the following options are available to you.
RBC Client Complaints Appeal Office (CCAO)
If you are dissatisfied with the outcome of the review performed by RBC Client Care, you will have the option to appeal your complaint to the RBC CCAO. The RBC CCAO is the most senior designated office appointed to address appealed complaints within RBC. If you choose to appeal your complaint, we will forward it on your behalf to the RBC CCAO.
External Complaint Body – Ombudsman for Banking Services and Investments (OBSI)
You may submit your unresolved concern directly to the Ombudsman for Banking Services and Investments (OBSI) if:
§ RBC has exhausted the 56-calendar-day prescribed period for dealing with your complaint or
§ You are not satisfied with the resolution offered by the most senior designated office at RBC (the CCAO)
You have up to 180 calendar days to submit your complaint to OBSI after receiving a final response from RBC, or if 56 calendar days have passed since your complaint was made. OBSI is an industry Ombudsman that operates independently from the participating banks. Its services are free of charge to those making the complaint. OBSI is regulated as an External Complaints Body by the Financial Consumer Agency of Canada (FCAC).
Contact information:
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
obsi.ca
Financial Consumer Agency of Canada
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions for compliance with federal consumer protection laws. While the FCAC does not resolve individual customer complaints, if you believe that your complaint relates to a violation of a federal consumer protection law, you may submit your complaint to:
Contact information:
Financial Consumer Agency of Canada
Enterprise Building, 5th Floor
427 Laurier Avenue West
Ottawa, ON K1R 1B9
Telephone: 1-866-461-3222
Website: http://fcac-acfc.gc.ca/
Third-party complaint-handling process for this institution:
Ombudsman for Banking Services and Investments (OBSI)
20 Queen Street West, Suite 2400
P.O. Box 8
Toronto, Ontario M5H 3R3
Toll free telephone: 1-888-451-4519
Toll free fax: 1-888-422-2865
Teletypewriter (TTY): 1-844-358-3442
Toronto area telephone: 416-287-2877
Toronto area fax: 416-225-4722
E-mail: ombudsman@obsi.ca
Web site: www.obsi.ca
