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's to answer a question, solve a problem or share a success story.
We value your feedback and we use it continuously to improve the quality of the solutions we provide to you and other clients.
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.
In general, if you have any concerns, please contact your Relationship Manager or other usual point of contact within RBC Wealth Management.
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.
RBC has its own ombudsman to whom you are able to refer your complaint, if you wish. The Office of the Ombudsman provides clients with an appeal mechanism for unresolved issues and ensures that all parties involved in a dispute receive a fair and impartial hearing. The Ombudsman aims to ensure that you are treated with consideration and respect, and that everyone involved in the proceedings retains their dignity and privacy.
The Ombudsman is empowered to examine commitments made by member companies of RBC and to review their compliance with proper business procedures.
Clients of RBC's United Kingdom operations may also have recourse to the UK Financial Ombudsman Service (“FOS”). 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.
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.
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 here.
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.
Channel Islands Financial Ombudsman Service
PO Box 114
Jersey, Channel Islands
Jersey local phone: +44 (0) 1534 748 610
Guernsey local phone: +44 (0) 1481 722 218
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, or for information on a specific entity’s regulated status then please click here.