{"id":6280,"date":"2023-06-21T07:53:45","date_gmt":"2022-04-04T14:08:16","guid":{"rendered":"https:\/\/www.rbcwealthmanagement.com\/en-ca\/?page_id=6280"},"modified":"2025-07-24T17:05:58","modified_gmt":"2025-07-24T21:05:58","slug":"resolving-your-concerns","status":"publish","type":"page","link":"https:\/\/www.rbcwealthmanagement.com\/en-ca\/royal-trust\/resolving-your-concerns","title":{"rendered":"Resolving your concerns \u2013 RBC Royal Trust"},"content":{"rendered":"\n<div class=\"wp-block-rbcwm-hero-block rbc-hero-wm  rbc-hero-overlap rbc-hero-overlap-mobile rbc-hero-ag9xl6j5a hide-mobile-energy-lines\"><style>\n\t\t.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient::before {\n\t\t\tbackground: linear-gradient(90deg, #023169 20%, rgba(94, 120, 131, 0) 60%);\n\t\t}\n\n\t\t.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient.rbc-hero-has-image-bleed::before {\n\t\t\tbackground: linear-gradient(90deg, #023169 20%, rgba(94, 120, 131, 0) 60%);\n\t\t}\n\n\t\t.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient.rbc-hero-has-image-bottom::before {\n\t\t\tbackground: linear-gradient(180deg, #023169 20%, rgba(94, 120, 131, 0) 60%);\n\t\t}\n\n\t\t.rbc-hero-ag9xl6j5a .rbc-hero-energy-lines.rbc-hero-energy-lines-left {\n\t\t\ttransform: scaleX(-1);\n\t\t}\n\n\t\t@media (max-width: 991px) {\n\t\t\t.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient::before,\n\t\t\t.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient.rbc-hero-has-image-bottom::before,\n\t\t\t.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient.rbc-hero-has-image-bleed::before {\n\t\t\t\tbackground: none;\n\t\t\t}\n\n\t\t\t.rbc-hero-ag9xl6j5a.rbc-hero-has-image-full.hide-mobile-energy-lines .rbc-hero-energy-lines {\n\t\t\t\tdisplay: none;\n\t\t\t}\n\n\t\t\t.wp-block-rbcwm-hero-block.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient .rbc-hero-img-wrap::after {\n\t\t\t\tbackground: linear-gradient( 0deg, #023169 0%, rgba(94, 120, 131, 0) 25% );\n\t\t\t}\n\t\t\t\n\t\t\t.wp-block-rbcwm-hero-block.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient.rbc-hero-has-image-bottom .rbc-hero-img-wrap::before,\n            .wp-block-rbcwm-hero-block.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient.rbc-hero-has-image-bottom .container .rbc-hero-img-wrap::before {\n\t\t\t\tbackground: linear-gradient( 180deg, #023169 0%, rgba( 94, 120, 131, 0 ) 25% );\n\t\t\t}\n\t\t\t\n\t\t\t.wp-block-rbcwm-hero-block.rbc-hero-ag9xl6j5a.is-style-rbc-hero-gradient .rbc-hero-card {\n\t\t\t\tbackground: #023169;\n\t\t\t}\n\t\t}\n\t<\/style><div class=\"container\"><div class=\"row no-gutters\"><div class=\"col-lg-12 rbc-hero-card-content\"><div class=\"rbc-card rbc-hero-card rbc-hero has-content\"><div class=\"rbc-card-wrap\"><div class=\"rbc-card-body\"><div class=\"rbc-hero-body-content\"><h1 class=\"rbc-hero-title\"><span>RBC Royal Trust client complaint examination and resolution policy overview<\/span><\/h1><\/div><\/div><\/div><\/div><\/div><div class=\"rbc-hero-img-wrap col-lg-5 order-2 order-lg-1\"><\/div><\/div><\/div><\/div>\n\n\n\n<section class=\"wp-block-rbcwm-rbc-block rbc-block rbc-block-grey has-block-grey-background-color has-background\"><div class=\"container\"><div class=\"row \"><div class=\"col-lg-12\">\n<div class=\"row no-gutters wrap blockId-c1bc1511-c70f-4e0a-8e88-f8f4668ea3a2\">\n<div class=\"wp-block-rbcwm-column col-lg-8\">\n<p>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.<\/p>\n\n\n\n<p>We will make sure we understand your complaint and what you expect from us. If necessary, we\u2019ll contact you to request additional information. All complaints are acknowledged and responded to in a timely manner. We\u2019ll 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.<\/p>\n\n\n\n<p>If you reside outside of Quebec:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Responses may take 60 to 90 calendar days depending on the complexity of the matter.<\/li>\n\n\n\n<li>We will provide you with a status update if your complaint is going to take longer than 90 calendar days to respond to with the revised expected response timeframe.<\/li>\n<\/ul>\n\n\n\n<p>If you reside in Quebec:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a>We will respond to your complaint as soon as possible and by no later than 60 calendar days, except in exceptional circumstances or circumstances beyond our control, when we will provide a response by no later than 90 calendar days following receipt of your complaint.<\/a><\/li>\n<\/ul>\n\n\n\n<p>Contact us if you have any questions or comments regarding our response.<br><br>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.<\/p>\n\n\n\n<p><strong>How to File a Complaint with RBC Royal Trust.<\/strong> 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.<\/p>\n\n\n\n<ul class=\"wp-block-list is-style-list-unstyled\">\n<li>a. Contact your Trust Officer\/Relationship Manager.<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<ul class=\"wp-block-list is-style-list-unstyled\">\n<li>b. Contact the Regional Vice President.<\/li>\n<\/ul>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>c. Contact RBC Royal Trust\u2019s national office.<\/p>\n\n\n\n<p>If we have not been able to resolve your complaint to your satisfaction, contact RBC Royal Trust\u2019s national office by telephone at 1-855-833-6511, or in writing by email to&nbsp;<a href=\"mailto:rbctru@rbc.com\">rbctru@rbc.com<\/a>, or mail to this address:<\/p>\n\n\n\n<p>RBC Royal Trust<br>RBC Centre<br>20<sup>th<\/sup>&nbsp;Floor \u2013 155 Wellington Street West<br>Toronto, Ontario M5V 3K7<br>Attention: Client Contact Centre<\/p>\n\n\n\n<p>If you are a resident of Quebec, you can complete and submit to us the&nbsp; complaint form available on the Autorit\u00e9 des march\u00e9s financiers website (<a href=\"https:\/\/lautorite.qc.ca\/en\/general-public\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/lautorite.qc.ca\/en\/general-public<\/a>).<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-ombudsman-for-banking-services-and-investments-obsi\">Ombudsman for Banking Services and Investments (OBSI)<\/h4>\n\n\n\n<p>If you are dissatisfied with RBC Royal Trust\u2019s 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\u2019s response to submit your complaint to OBSI. OBSI can recommend compensation of up to $350,000.<\/p>\n\n\n\n<p>The OBSI may be contacted as follows:<\/p>\n\n\n\n<p>Ombudsman for Banking Services and Investments (OBSI)<br>20 Queen Street West, Suite 2400,<br>P.O. Box 8<br>Toronto, ON M5H 3R3<br><\/p>\n\n\n\n<p>Toll-free telephone: <a href=\"tel:1-888-451-4519\" class=\"link-underline\">1-888-451-4519<\/a><br>Toll-free fax: <a href=\"tel:1-888-422-2865\">1-888-422-2865<\/a><br>Email: <a href=\"mailto:ombudsman@obsi.ca\">ombudsman@obsi.ca<\/a><br>Website: <a href=\"http:\/\/www.obsi.ca\" target=\"_blank\" rel=\"noreferrer noopener\">http:\/\/www.obsi.ca<\/a><\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-autorite-des-marches-financiers-amf\">Autorit\u00e9 des marches financiers (AMF)<\/h4>\n\n\n\n<p>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 Autorit\u00e9 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.<\/p>\n\n\n\n<p>The AMF may be contacted as follows:<\/p>\n\n\n\n<p>Online at: <a href=\"https:\/\/lautorite.qc.ca\/en\/general-public\/contact-us\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/lautorite.qc.ca\/en\/general-public\/contact-us<\/a><br>Email: <a href=\"mailto:information@lautorite.qc.ca\">information@lautorite.qc.ca<\/a><\/p>\n\n\n\n<div class=\"row blockId-29b7a76a-5653-494f-b8ec-b319ef9b4f96\">\n<div class=\"wp-block-rbcwm-column col-lg-6 mb-1-half\">\n<p><strong>Qu\u00e9bec City<\/strong><br>2640, boulevard Laurier, bureau 400<br>Qu\u00e9bec (Qu\u00e9bec), QC G1V 5C1<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-rbcwm-column col-lg-6 mb-1-half\">\n<p><br>Tel:&nbsp;<a href=\"tel:+418 525-0337\">418 525-0337<\/a><br>Fax:&nbsp;<a href=\"fax:+418-525-9512\">418 525-9512<\/a><\/p>\n<\/div>\n<\/div>\n\n\n\n<p class=\"mb-0\"><strong>Montreal<\/strong><\/p>\n\n\n\n<div class=\"wp-block-group mb-half is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"row blockId-29b7a76a-5653-494f-b8ec-b319ef9b4f96\">\n<div class=\"wp-block-rbcwm-column col-lg-6 mb-1-half\">\n<p>800, rue du Square-Victoria, bureau 2200<br>Montr\u00e9al (Qu\u00e9bec) H3C 0B4<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-rbcwm-column col-lg-6 mb-1-half\">\n<p>Tel:&nbsp;<a href=\"tel:+514-395-0337\">514 395-0337<\/a><br>Fax:&nbsp;<a href=\"fax:+514-873-3090\">514 873-3090<\/a><br>Toll Free:&nbsp;<a href=\"tel:+1-877-525-0337\">1 877 525-0337<\/a><\/p>\n<\/div>\n<\/div>\n\n\n\n<div style=\"height:18px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n<\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-rbc-client-complaints-appeal-office-ccao\">RBC Client Complaints Appeal Office <strong>(CCAO)<\/strong><\/h4>\n\n\n\n<p>Upon receipt of RBC Royal Trust\u2019s 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\u2019s 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.<\/p>\n\n\n\n<p>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.<\/p>\n\n\n\n<p><strong>Escalations:<\/strong> 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.<\/p>\n\n\n\n<p><strong>Questions on the complaint process? <\/strong>Contact your Trust Officer or Relationship Manager.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-rbcwm-rbc-block rbc-block rbc-block-grey rbc-footer-footnotes rbc-block-small has-block-grey-background-color has-background\"><div class=\"container\"><div class=\"row \"><div class=\"col-lg-12\">\n<div class=\"wp-block-group caption is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"row wrap blockId-9191256c-6ed7-440e-a196-bbc933bbe5fc\">\n<div class=\"wp-block-rbcwm-column col-lg-12\">\n<ul class=\"list-inline wp-block-list\">\n<li><a href=\"https:\/\/www.rbcroyalbank.com\/partners\/cdic\/index.html\" class=\"link-external\" target=\"_blank\" rel=\"noreferrer noopener\">Canada Deposit Insurance Corporation Member Info<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.cdic.ca\/your-coverage\/protecting-your-deposit\/\"><img loading=\"lazy\" decoding=\"async\" width=\"110\" height=\"50\" class=\"wp-image-2350\" style=\"width: 110px;\" src=\"https:\/\/www.rbcwealthmanagement.com\/en-ca\/wp-content\/uploads\/sites\/5\/2023\/05\/cdic-digital-symbol.png\" alt=\"\"><\/a><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>How to contact us if you have a problem or a complaint about your account, so we can review and resolve any issues.<\/p>\n","protected":false},"author":50,"featured_media":0,"parent":21,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"editor_notices":[],"rbc_url_alias":"royal-trust\/resolving-your-concerns","footnotes":""},"rbcwm_content_owner":[],"class_list":["post-6280","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is 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