{"id":19,"date":"2023-02-12T15:18:06","date_gmt":"2021-11-16T14:57:59","guid":{"rendered":"https:\/\/www.rbcwealthmanagement.com\/en-eu\/?page_id=19"},"modified":"2026-01-27T10:34:32","modified_gmt":"2026-01-27T10:34:32","slug":"putting-clients-first","status":"publish","type":"page","link":"https:\/\/www.rbcwealthmanagement.com\/en-eu\/putting-clients-first","title":{"rendered":"Putting clients first"},"content":{"rendered":"\n<div class=\"wp-block-rbcwm-hero-block rbc-hero-wm  rbc-hero-overlap rbc-hero-overlap-mobile rbc-hero-f38a68qf3 hide-mobile-energy-lines text-center\"><style>\n\t\t.rbc-hero-f38a68qf3.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-f38a68qf3.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-f38a68qf3.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-f38a68qf3 .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-f38a68qf3.is-style-rbc-hero-gradient::before,\n\t\t\t.rbc-hero-f38a68qf3.is-style-rbc-hero-gradient.rbc-hero-has-image-bottom::before,\n\t\t\t.rbc-hero-f38a68qf3.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-f38a68qf3.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-f38a68qf3.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-f38a68qf3.is-style-rbc-hero-gradient.rbc-hero-has-image-bottom .rbc-hero-img-wrap::before,\n            .wp-block-rbcwm-hero-block.rbc-hero-f38a68qf3.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-f38a68qf3.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>Putting clients first<\/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 justify-content-between wrap blockId-dfc24b29-6dc6-4e61-95a4-fe329096cce4\">\n<div class=\"wp-block-rbcwm-column col-lg-7\">\n<p>At RBC Wealth Management, delivering a superior level of service is one of our key priorities. We believe that open and honest communication can benefit us all, whether it&#8217;s to answer a question, solve a problem or share a success story.<\/p>\n\n\n\n<p>We value your feedback and we use it continuously to improve the quality of the solutions we provide to you and other clients.<\/p>\n\n\n\n<p>It is important for us to know when you have a problem so that we can work to resolve it and retain your confidence. If, for any reason, you are not entirely satisfied with any aspect of our service, we want to hear from you as soon as possible.<\/p>\n\n\n\n<p>If you have any concerns or would like to log a complaint, please contact your Relationship Manager or other usual point of contact within RBC Wealth Management. Alternatively, you can complete a form&nbsp;<a href=\"https:\/\/contact.rbcwealthmanagement.com\/gb\/en\/putting-clients-first\/\">here<\/a>.<\/p>\n\n\n\n<p>You can contact us either verbally or in writing. If you choose to inform us of your concerns or complaint by letter, please forward the details to the relevant company at the address shown on your statement or letterhead.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"737\" height=\"456\" src=\"https:\/\/www.rbcwealthmanagement.com\/en-eu\/wp-content\/uploads\/sites\/9\/2023\/08\/complaints-graphic.png?w=737\" alt=\"\" class=\"wp-image-7331\" srcset=\"https:\/\/www.rbcwealthmanagement.com\/en-eu\/wp-content\/uploads\/sites\/9\/2023\/08\/complaints-graphic.png 737w, https:\/\/www.rbcwealthmanagement.com\/en-eu\/wp-content\/uploads\/sites\/9\/2023\/08\/complaints-graphic.png?resize=300,186 300w\" sizes=\"auto, (max-width: 737px) 100vw, 737px\" \/><\/figure>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-useful-contacts-and-links\">Useful contacts and links<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-rbc-client-complaints-appeal-office\">RBC Client Complaints Appeal Office<\/h4>\n\n\n\n<p>RBC has a Client Complaints Appeal Office (CCAO) dedicated to addressing appealed complaints within RBC. If you are dissatisfied with the outcome of our review once the final response has been issued, you may appeal it by forwarding your concerns to the CCAO.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-united-kingdom\">United Kingdom<\/h3>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-the-united-kingdom-financial-ombudsman-service\">The United Kingdom Financial Ombudsman Service<\/h4>\n\n\n\n<p>Clients of RBC&#8217;s United Kingdom operations may also have recourse to the UK Financial Ombudsman Service (\u201cFOS\u201d). If your complaint is outstanding after eight weeks then we shall write to let you know that even though we have not been able to conclude the matter, you are entitled to take the matter to the FOS without further delay.<\/p>\n\n\n\n<p>Otherwise, if you are advised that the matter has been concluded by us, but you are not satisfied with our final response, you can contact the FOS, subject to you doing so within six months of the date of our final response.<\/p>\n\n\n\n<p>&nbsp;+44 (0) 20 7964 1000 \/ 0800 023 4567 (within the UK only)<br>&nbsp;<a href=\"mailto:complaint.info@financial-ombudsman.org.uk\">complaint.info@financial-ombudsman.org.uk<\/a><br><a href=\"http:\/\/www.financial-ombudsman.org.uk\/\" class=\"link-external\" target=\"_blank\" rel=\"noreferrer noopener\">www.financial-ombudsman.org.uk<\/a><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-regulators\">Regulators<\/h3>\n\n\n\n<p>In the UK we are authorised and regulated by the two main regulators (Financial Conduct Authority and Prudential Regulation Authority). For information on a specific entity regulated status then please click&nbsp;<a href=\"https:\/\/www.rbcwealthmanagement.com\/en-eu\/terms-and-conditions\">here<\/a>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-channel-islands\">Channel Islands<\/h3>\n\n\n\n<p>Clients of RBC\u2019s Channel Islands operations may also have recourse to the Channel Islands Financial Ombudsman service (\u201cCIFO\u201d). If your complaint is outstanding for longer than three months from the date you provided sufficient information to enable RBC to begin investigating the complaint, you are entitled to take the matter to the Ombudsman without further delay.<\/p>\n\n\n\n<p>Otherwise, if you are advised that the matter has been concluded by us, but you are not satisfied with our final response, you can contact CIFO, subject to you doing so within six months of the date of our final response.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-the-channel-islands-financial-ombudsman-service-may-be-contacted-at\">The Channel Islands Financial Ombudsman Service may be contacted at:<\/h4>\n\n\n\n<p><strong>Channel Islands Financial Ombudsman Service<\/strong><br>PO Box 114<br>Jersey, Channel Islands<br>JE4 9QG<\/p>\n\n\n\n<p><strong>Enquires:<\/strong>&nbsp;<a href=\"mailto:enquiries@ci-fo.org\">enquiries@ci-fo.org<\/a><br><strong>Complaints Email:<\/strong>&nbsp;<a href=\"mailto:complaints@ci-fo.org\">complaints@ci-fo.org<\/a><\/p>\n\n\n\n<p><strong>Website:<\/strong>&nbsp;<a href=\"https:\/\/www.ci-fo.org\/\" class=\"link-external\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/www.ci-fo.org<\/a><\/p>\n\n\n\n<p><a href=\"https:\/\/www.ci-fo.org\/\" target=\"_blank\" rel=\"noreferrer noopener\"><\/a><\/p>\n\n\n\n<p><strong>Jersey local phone:<\/strong>\u00a0+44 (0) 1534 669 800<br><strong>Guernsey local phone:<\/strong>\u00a0+44 (0) 1481 722 218<\/p>\n\n\n\n<p>Please note that the Channel Islands Financial Ombudsman Service is only available for complaints relating to events that occurred after 1 January 2010 in Jersey or 2 July 2013 in Guernsey, Alderney and Sark.<\/p>\n\n\n\n<p>If you are unsure as to the location or regulatory status of the RBC entity with which you are contracted, please contact your Relationship Manager, or for information on a specific entity\u2019s regulated status then please click&nbsp;<a href=\"https:\/\/www.rbcwealthmanagement.com\/en-eu\/terms-and-conditions\" data-type=\"URL\" data-id=\"https:\/\/www.rbcwealthmanagement.com\/en-eu\/terms-and-conditions\">here<\/a>.<\/p>\n<\/div>\n\n\n\n<div class=\"wp-block-rbcwm-column col-lg-4\" id=\"mt-3-mt-lg-0\">\n<h2 class=\"wp-block-heading h4\" id=\"h-take-action\">Take action<\/h2>\n\n\n\n<ul class=\"wp-block-list is-style-list-links\">\n<li><a href=\"https:\/\/contact.rbcwealthmanagement.com\/gb\/en\/putting-clients-first\/\" data-type=\"URL\" data-id=\"https:\/\/contact.rbcwealthmanagement.com\/gb\/en\/putting-clients-first\/\">Report a complaint<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.rbcwealthmanagement.com\/assets\/wp-content\/uploads\/documents\/legal\/complaints-procedure-rbccil.pdf\" data-type=\"URL\" data-id=\"https:\/\/www.rbcwealthmanagement.com\/assets\/wp-content\/uploads\/documents\/legal\/complaints-procedure-rbccil.pdf\">Complaints procedure in the CI<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.rbcwealthmanagement.com\/assets\/wp-content\/uploads\/documents\/legal\/complaints-procedure-rbcel.pdf\" data-type=\"URL\" data-id=\"https:\/\/www.rbcwealthmanagement.com\/assets\/wp-content\/uploads\/documents\/legal\/complaints-procedure-rbcel.pdf\">Complaints procedure in the UK<\/a><\/li>\n<\/ul>\n<\/div>\n<\/div>\n<\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":50,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"editor_notices":[],"rbc_url_alias":"putting-clients-first","footnotes":""},"rbcwm_content_owner":[],"class_list":["post-19","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.8 (Yoast SEO v26.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Putting clients first - RBC Wealth Management<\/title>\n<meta name=\"description\" content=\"Putting clients first At RBC Wealth Management, delivering a superior level of service is one of our key priorities. 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