Problem Resolution Process: At RBC PH&N IC we strive to provide a high level of client service. If you have a problem or a complaint about your account, we encourage you to contact us so that we can review and resolve your issues. If you make a written or verbal complaint about a product or service offered by RBC PH&N IC or about one of its Investment Counsellors, RBC PH&N IC will follow its internal complaint policy and respond to your complaint in a timely and fair manner.
Step 1 – Contact your Investment Counsellor
Speak with your Investment Counsellor about your concerns so that they can review and try to address any issues you have. If you prefer, put your complaint in writing.
Step 2 – Contact the Managing Director
If your Investment Counsellor is not able to address your concerns to your satisfaction, ask them for the name of the Managing Director responsible for the office where your account is held, and speak to that person. If your complaint is unclear, the Managing Director will ask you to put your concerns in writing so that they can be thoroughly reviewed and responded to appropriately.
Step 3 – Contact Head Office
If the Managing Director is unable to resolve your complaint to your satisfaction, you should contact RBC PH&N IC’s Head Office. You may contact us by telephone at 1-877-534-4219 or send your written complaint to the following address:
RBC Phillips, Hager & North Investment Counsel Inc.
155 Wellington Street West
P.O. Box 150
Toronto, ON M5V 3K7
Attention: Compliance Department
Complaints are responded to as soon as possible, however, this process may take up to 90 days depending on the subject matter involved. A written or verbal status update will be provided to you with a revised expected response time frame if Head Office’s review and response to your complaint will not be completed within the 90 day period.
Please note that if you hold a bank product with RBC PH&N IC, RBC PH&N IC may use your information to manage any dissatisfaction or complaint you may raise in connection with your account, including disclosing information about your investments and/or your account with RBC PH&N IC to an RBC Company or third-party financial institution.
Step 4 – The Ombudsman for Banking Services and Investments (OBSI) or Autorité des marches financiers (AMF) or the RBC Client Complaints Appeal Office (CCAO)
If you are dissatisfied with RBC PH&N IC’s response to your concerns, or you do not receive a final response within 90 days of your complaint, you may contact the Ombudsman for Banking Services and Investments (OBSI). OBSI is a free, independent service for resolving investment disputes impartially. You have up to 180 days after receiving RBC PH&N IC’s response to submit your complaint to OBSI. OBSI can recommend compensation of up to $350,000.
If you reside in Quebec and you are not satisfied with the outcome or with the examination of the complaint, you may request that your complaint file be transferred to the Autorité des marchés financiers (AMF) at any time. Or if you have not received our response you may submit your request to the AMF. Transferring your file to the AMF does not interrupt the prescriptive period for civil remedies. Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services.
You may also ask the RBC Client Complaints Office (CCAO) to review your complaint upon receipt of RBC PH&N IC’s final response. Information on how to contact the CCAO will be included in the final response.
The CCAO’s services are free. The estimated time that the CCAO takes to review and provide a response to matters is within 90 days upon receipt of your complaint at their Office; however, complex investigations may take longer to resolve. The CCAO is employed by RBC and is not an independent dispute resolution service. If you are not satisfied with our decision, or if we have not provided you with a written notice of our decision within 90 days of receipt of your complaint, you may immediately submit a complaint to the OBSI without going to the CCAO. The use of the CCAO process is voluntary and the limitation periods for escalation, including to the OBSI or to commence a civil action continue to run while the CCAO reviews your complaint. Escalation to the OBSI or AMF or the CCAO does not affect your rights for taking legal action in the civil courts.