Our goal is it to prove our unwavering commitment to preserving your confidence and trust in us. Your feedback will also help us to continually improve the quality of products and services we provide to you and other clients. The best way to address your complaint is to raise the issue as soon as it comes up.
We encourage you to get in touch with us at any time, either through online banking, in person, or by telephone. We want to address your complaint in the most professional manner possible. This webpage will guide you to the correct contact to help ensure your complaint can be resolved as quickly as possible.
In order to ensure your complaint is addressed as quickly and easily as possible, please tell us which line of business your complaint pertains to:
If you are unsure which line of business your complaint pertains to, see these Examples Opens in new window
If you have a complaint, we can help you resolve it. We encourage you to collect all the relevant information and contact us through one of the following methods.
If you are an existing client, you can use RBCâs Message Centre to contact us by selecting âSend a Secure Messageâ on the right side of the page.
For complaints associated with Creditor Insurance (HomeProtector, LoanProtector etc), please contact us as follows:
RBC Insurance Services Inc.
Toll-free: 1-800-769-2523
Our employees are often able to resolve a complaint quickly and effectively. In situations where you donât feel satisfied with the response you have received, you can ask to be referred to a manager.
If a manager is unable to resolve a complaint to your satisfaction, you can ask to escalate your complaint. We will ensure that it is forwarded to the Client Care team on your behalf.
Should you be dissatisfied with the outcome of the review performed by Client Care, they will present you with an option to appeal your complaint to the RBC Client Complaints Appeal Office (CCAO). The RBC CCAO is the most senior designated office appointed to address escalated complaints within RBC. If you choose to do so, we will forward your complaint on your behalf to the RBC CCAO.
You may submit your unresolved concern directly to the Ombudsman for Banking Services and Investments (OBSI) if:
You have up to 180 calendar days to submit your complaint to OBSI after receiving a final response from RBC, or if 56 calendar days have passed since your complaint was made.
OBSI is an industry Ombudsman that operates independently from banks. Its services are free of charge to those making a complaint. OBSI is regulated as an external complaints body by the Financial Consumer Agency of Canada (FCAC).
If you would like to learn more about our complaint handling process, click here:
How to Make a Complaint Brochure
Please refer to the following for additional details and contact information:
Royal Mutual Funds Inc.âs Client Complaint Examination and Resolution Policy Overview PDF opens in a new window
RBC Direct Investing Inc.âs Client Complaint Examination and Resolution Policy Overview (Opens in new window)
RBC InvestEase Inc.âs Client Complaint Examination and Resolution Policy Overview (Opens in new window)
RBC Dominion Securities Inc.âs Client Complaint Examination and Resolution Policy Overview (Opens in new window)
RBC Phillips, Hager & North Investment Counsel Inc.âs Client Complaint Examination and Resolution Policy Overview (Opens in new window)
RBC Royal Trustâs Client Client Complaint Examination and Resolution Policy Overview (Opens in new window)
RBC Wealth Management Financial Services Inc.âs Complaint Examination and Resolution Policy Overview (Opens in new window)
RBC Capital Marketâs Making a Complaint Process (opens pdf in new window)
Click to link to external RBCIS complaint page RBC Investor Services | Make A Complaint (Page opens in new window)
If you have a complaint, we can help you resolve it. We encourage you to collect all the relevant information and contact us through one of the following methods:
Life & Health: RBC Life Insurance Company
Toll-free: 1-800-461-1413
Travel: RBC Insurance Company of Canada
Toll-free: 1-800-263-8944
Property & Auto: RBC Insurance Agency Ltd.
Toll-free: 1-800-769-2526
EMAIL: [email protected]
For Complaints associated with Creditor Insurance (HomeProtector, LoanProtector etc) ,please direct your complaint through RBC Royal Bank.
RBC Insurance Complaint handling process
Our employees are often able to resolve a complaint quickly and effectively if given the opportunity to hear from you. In situations where you still donât feel satisfied with the response you have received, you can ask to be referred to a manager.
If you are not satisfied with the response you received, ask to escalate your complaint. We will ensure that it is forwarded to the appropriate Client Care team on your behalf.
Should you be dissatisfied with the outcome of the review performed by the Client Care team, you will be provided with the option to appeal your complaint to the RBC Client Complaints Appeal Office , which is the most senior designated office appointed to address escalated complaints within RBC. We will forward your complaint on your behalf to the RBC Client Complaints Appeal Office.
If you would like to learn more about our complaint handling process: How to make a complaint Brochure (opens pdf in new window)
The RBC Client Complaints Appeal Office (CCAO) is the most senior designated office authorized to address appealed client complaints across RBC globally. The CCAO is committed to addressing client complaints and preserving the clientâs trust by conducting an objective review of their concern.
Review additional resources for making your complaint or download our How to Make a Complaint brochure to review our guidelines and commitments to all our clients.
How to Make a Complaint Brochure (PDF opens in a new window)
Additional Resources (Page opens in new window)
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