Complaints procedure

At RBC Wealth Management, we believe that open and honest communication can benefit us all, whether it’s to answer a question, solve a problem or share a success story. We value your feedback and use it continuously to improve the quality of the solutions we provide.

It is important for us to know when you have a problem so that we can work to resolve it so, if for any reason, you are not entirely satisfied with any aspect of our service, please contact your usual contact. You can complain to us by letter, telephone, email or in person. You can contact us at:

Head of Client Complaints

Gaspé House
66 – 72 Esplanade
St Helier, Jersey
Channel Islands
JE2 3QT

+44 (0) 1534 703 000

Email: clientcomplaints@rbc.com

Any expression of dissatisfaction, from or on behalf of any client, irrespective of whether it is made verbally or in writing is treated as a complaint. Once we have received your complaint, we will try to resolve it immediately, but we may need to carry out an internal investigation. We will send an acknowledgement to you within five working days to confirm that we are dealing with your complaint. Any investigation will be conducted with impartiality and undertaken in a competent and diligent manner. We shall advise you of the expected timeframe to resolve your complaint. We will keep you informed of the progress we are making as our enquiries continue. To help us resolve your complaint as swiftly as possible, please provide us with the following:

• Your full name, address and account number
• A clear outline of your complaint
• Copies of any supporting documents concerning your complaint, paying special attention to the dates of occurrence
• Details of what you would like us to do to rectify the situation
• A telephone number and email address where we can contact you

Resolution of your complaint

When all appropriate enquiries and investigations in respect of your complaint have been completed, we will write to you with the outcome of our review. We will also specify any action that we are proposing to take, or have already taken, to remedy the situation. We will aim to send this final response as soon as possible, which will normally be within eight weeks of receipt of your complaint. If we are unable to do so, we will send you a written update to explain and to provide you with a revised timeframe for concluding the matter.

If you are still not satisfied

We aim to resolve any concerns that you raise with us, but if you are not satisfied with our final response, or the manner in which the complaint has been handled, you can refer your complaint to:

RBC Client Complaints Appeal Office

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. If you ask the RBC CCAO to review your complaint, we may share with them details of your relationship with RBC, which will include personal information, details of your finances, investments and any other information considered relevant to the complaint. If you choose to refer your complaint to CCAO, it will not issue new referral rights to the Financial Ombudsman Service.

The Channel Islands Financial Ombudsman service

Clients of RBC’s Channel Islands operations may also have recourse to the Channel Islands Financial Ombudsman service (“CIFO”). 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.

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.

The Channel Islands Financial Ombudsman service may be contacted at:

Channel Islands Financial

Ombudsman Service

PO Box 114

Jersey

Channel Islands

JE4 9QG

Enquires: enquiries@ci-fo.org

Complaints Email: complaints@ci-fo.org

Website: ci-fo.org

Jersey local phone: 01534 669800

Guernsey local phone: 01481 722218

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.

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.