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 assign the complaint quickly, follow our internal complaint policy and respond to your complaint in a timely and fair manner.
We will make sure we understand your complaint and what you expect from us. If necessary, we’ll contact you to request additional information. In certain circumstances, we may send you a written acknowledgement of your complaint within 5 business days of receipt of your complaint. All complaints are responded to as soon as possible where we’ll explain our response and, if possible, provide a proposed solution to your complaint. For each complaint received, we create a record in which we record information regarding your complaint.
If you reside outside of Quebec:
If you reside in Quebec:
Contact us if you have any questions or comments regarding our response. If we present an offer as part of our response to your complaint, we will provide a reasonable timeframe for you to assess and respond to the offer. If you reside in Quebec, once we reach an agreement with you to resolve your complaint, we give effect to the agreement within 30 calendar days unless a different time period is agreed upon.
If you hold a bank product with RBC PH&N IC (e.g., high interest savings account or guaranteed investment certificates), 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.
How to File a Complaint with RBC PH&N IC. You may file a complaint through one of the following options noted below. If you raise an issue verbally, it may not be readily apparent that you are making a complaint. We may ask you to clarify a verbal complaint and, if applicable, put the complaint in writing. You can request assistance from RBC PH&N IC to help file your complaint with us.
a. Contact your Investment Counsellor.
b. Contact the Managing Director. Ask your Investment Counsellor for the name and contact information of the Managing Director responsible for the office where your account is held.
c. Contact RBC PH&N IC’s Compliance Department. Send a written complaint to the following address:
RBC Phillips, Hager & North Investment Counsel Inc.RBC Centre, 155 Wellington Street West,P.O. Box 150Toronto, Ontario M5V 3K7Attention: Compliance Department
If you are a resident of Quebec, you can complete and submit to us the complaint form available on the Autorité des marchés financiers website (https://lautorite.qc.ca/en/general-public).
If you are dissatisfied with RBC PH&N IC’s response to your concerns, or you do not receive a final response within 90 calendar days of your complaint if you reside outside Quebec or 60 calendar days if you reside in Quebec, 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.
Tel: 1-888-451-4519Email: ombudsman@obsi.caWebsite: www.obsi.ca
If you reside in Quebec, and if 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 marches financiers (AMF) at any time. Or if you have not received our response you may submit your request to the AMF. We are required to send your complaint record to the AMF no later than 15 calendar days following receipt of your request. 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.
The AMF may be contacted as follows:
Online at: https://lautorite.qc.ca/en/general-public/contact-usEmail: information@lautorite.qc.ca
Québec City2640, boulevard Laurier, bureau 400Québec (Québec), QC G1V 5C1Telephone: 418-525-0337Fax: 418-525-9512
Montreal800, rue du Square-Victoria, bureau 2200 Montréal (Québec) H3C 0B4Telephone: 514-395-0337Fax: 514-873-3090Toll Free Telephone: 1-877-525-0337
Upon receipt of RBC PH&N IC’s final response, you may also ask the RBC Client Complaints Appeal Office (CCAO) to review your complaint. 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 notice of our decision within the timelines we have indicated, you may immediately submit a complaint to the OBSI or AMF 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.
Escalations: Escalation to OBSI, AMF or the CCAO does not affect your rights for taking legal action in the civil courts. Consult your legal counsel accordingly for how this may impact your options and statutory time limits for pursuing future claims.
Questions on the complaint process? Contact your Investment Counsellor or the Managing Director.