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 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. All complaints are acknowledged and responded to in a timely manner. 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.In Quebec, if we present an offer as part of our response to your complaint, we will give effect to the offer within 30 calendar days following your acceptance.
How to File a Complaint with RBC Royal Trust. 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 Royal Trust to help file your complaint with us.
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.
c. 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 TrustRBC Centre20th Floor – 155 Wellington Street WestToronto, Ontario M5V 3K7Attention: Client Contact Centre
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 Royal Trust’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 Royal Trust’s response to submit your complaint to OBSI. OBSI can recommend compensation of up to $350,000.
The OBSI may be contacted as follows:
Ombudsman for Banking Services and Investments (OBSI)20 Queen Street West, Suite 2400,P.O. Box 8Toronto, ON M5H 3R3
Toll-free telephone: 1-888-451-4519Toll-free fax: 1-888-422-2865Email: ombudsman@obsi.caWebsite: http://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 5C1
Tel: 418 525-0337Fax: 418 525-9512
Montreal
800, rue du Square-Victoria, bureau 2200Montréal (Québec) H3C 0B4
Tel: 514 395-0337Fax: 514 873-3090Toll Free: 1 877 525-0337
Upon receipt of RBC Royal Trust’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 Trust Officer or Relationship Manager.