RBC Royal Trust client complaint examination and resolution policy overview

Problem resolution process

At RBC Royal Trust 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 Royal Trust or about an employee, we will follow our internal complaint policy and respond to your complaint in a timely and fair manner.

Step 1–Contact your Trust Officer/Relationship Manager

Speak with your Trust Officer or Relationship Manager 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 Regional Vice President

If your Trust Officer or Relationship Manager is not able to address your concerns to your satisfaction, ask them for the name of the Regional Vice President responsible for the office where your account is held, and speak with them. If your complaint is unclear, the Regional Vice President will ask you to put your concerns in writing so that they can be thoroughly reviewed and responded to appropriately.

Step 3–Contact RBC Royal Trust’s national office

If we have not been able to resolve your complaint to your satisfaction, contact RBC Royal Trust’s national office by telephone at 1-855-833-6511, or in writing by email to rbctru@rbc.com, or mail to this address:

RBC Royal Trust
RBC Centre
20^th Floor – 155 Wellington Street West
Toronto, Ontario M5V 3K7
Attention: Client Contact Centre

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 the national office’s review and response to your complaint will not be completed within the 90-day period.

Step 4–Escalate your complaint

If the issue is not resolved after consulting the above contacts, there are a few options available to you:

RBC Client Complaints Appeal Office

If you are not satisfied with the response to your complaint you have received so far, you have the 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 appealed complaints within RBC. If you choose to appeal your complaint, we will forward it on your behalf to the RBC CCAO.

Third-party complaint-handling process for this institution

Ombudsman for Banking Services and Investments

If you remain unsatisfied with our response, you can forward your complaint to the Ombudsman for Banking Services and Investments (OBSI). OBSI is an independent dispute-resolution service that investigates unresolved disputes at no charge to you. An alternative to the legal system, it may recommend compensation up to $350,000. OBSI must be contacted within 180 days of receiving our final response to your complaint.

To contact the OBSI:

Autorité des marches financiers

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 AMF at any time. Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services.

To contact the AMF:

Québec City

Montreal