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 may ask that your complaint file be referred to the RBC Client Complaints Appeal Office (RBC CCAO) for review.

The RBC CCAO’s services are free. The estimated time that the RBC 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 RBC CCAO is employed by RBC and is not an independent dispute resolution service. The use of the RBC CCAO process is voluntary and the limitation periods for escalation, including to the Ombudsman for Banking Services and Investments (OBSI), or to commence a civil action continue to run while the RBC CCAO reviews your complaint. Escalation to the OBSI or the Autorité des marchés financiers (AMF) or the RBC CCAO does not affect your rights for taking legal action in the civil courts.

Third-party complaint-handling process for this institution

Ombudsman for Banking Services and Investments

If you reside outside of Quebec, you may submit your unresolved concern directly to the OBSI, if

• RBC Royal Trust 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 office at RBC Royal Trust / RBC CCAO.

You have up to 180 calendar days to submit your complaint to the OBSI after receiving a final response from RBC Royal Trust, 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.

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