The following dispute resolution bodies can provide you with a further review of your complaint or claim for compensation. Regulatory bodies and agencies provide alternative sources of consumer information. They review and manage specific complaints concerning violations of applicable laws and rules.
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).
Ombudsman for Banking Services and Investments (OBSI) 20 Queen Street West, Suite 2400 PO Box 8 Toronto ON M5H 3R3 Toll-free telephone: 1-888-451-4519 Toll-free fax: 1-888-422-2865 [email protected] obsi.ca (opens to external site)
You may escalate an investment complaint directly to the OBSI without going to the RBC Client Complaints Appeal Office (CCAO) if you do not receive a final response to your complaint within 90 calendar days or if you are not satisfied with the outcome or examination of your complaint. You have up to 180 days after receiving a final response, to submit your complaint to the OBSI. The OBSI is a free, independent service for resolving investment disputes impartially and can recommend compensation of up to $350,000.
You may also contact the applicable securities regulators. Please refer to âRegulatory bodies and other resourcesâ section for further information.
You may also pursue legal action and seek independent legal counsel to advise you on your options and recourses including information regarding the applicable limitation periods in your province/territory.
OmbudService for Life & Health Insurance
20 Adelaide St. East, Suite 802 P.O. Box 29 Toronto ON M5C 2T6 Attention: General Manager Toll-free: 1-888-295-8112 Toll-free (Quebec): 1-866-582-2088 olhi.ca (opens to external site)
General Insurance OmbudService (GIO)
4711 Yonge Street, 10 th Floor Toronto ON M2N 6K8 Toll-free: 1-877-225-0446 Fax: 416-299-4261 giocanada.org (opens to external site)
The services of all Ombudsman investigations are provided to you at no cost.
PO Box 7500, Station A Toronto ON M5W 1P9 Fax: 416-955-2192
If you are still not satisfied with the outcome or examination of your privacy complaint, you can contact the Office of the Privacy Commissioner of Canada. The Office of the Privacy Commissioner of Canada investigates complaints concerning the Personal Information Protection and Electronic Documents Act. Complaints to the Office of the Privacy Commissioner must be submitted in writing:
Office of the Privacy Commissioner of Canada 30 Victoria Street Gatineau QC K1A 1H3
For general privacy inquiries and additional information about personal information-handling practices, you can contact the Office of the Privacy Commissioner of Canada in any of the following ways:
Telephone: 819-994-5444 Toll-free: 1-800-282-1376 TTY: 819-994-6591 www.priv.gc.ca (opens to external site)
Regulatory bodies and agencies provide alternative sources of consumer information and have offices that manage specific complaints.
The Financial Consumer Agency of Canada supervises all federally regulated financial institutions, which includes banks, (financial institutions), for compliance with federal consumer protection laws.
Financial institutions are legally required to have a complaint-handling process in place.
If you have a problem with a financial product or service, you may file a complaint with the responsible financial institution directly.
If you are not satisfied with how your complaint has been handled or 56 days has passed since you made your complaint, you can escalate the complaint to the following External Complaints Body:
Ombudsman for Banking Services and Investments (OBSI)
Web site: www.obsi.ca (opens to external site)
Email: [email protected]
Phone: Toll-free telephone: 1-888-451-4519 Toll-free fax: 1-888-422-2865
Mailing address: 20 Queen Street West, Suite 2400 PO Box 8 Toronto ON M5H 3R3
If you want to know your rights or need information about the complaint-handling process of a financial institution, you may contact FCAC by online form, mail, or telephone. FCAC uses information from consumer enquiries to support its mandate.
Web site: www.canada.ca/fcac (opens to external site)
Online form: https://www.canada.ca/en/financial-consumer-agency/corporate/contact-us.html (opens to external site)
Phone: For service in English: 1-866-461-FCAC (3222) For service in French: 1-866-461-ACFC (2232) For calls from outside Canada: 613-960-4666
Teletypewriter (TTY): 1-866-914-6097 / 613-947-7771
Video Relay Service: FCAC welcomes Video Relay Service (VRS) calls. You do not need to authorize the relay service operator to communicate with FCAC.
Visit https://srvcanadavrs.ca/en/ (opens to external site) to learn more.
Mailing address: Financial Consumer Agency of Canada 427 Laurier Avenue West, 5th Floor Ottawa ON K1R 7Y2
In Quebec, the Autorité des marchés financiers (AMF) is the regulatory body charged with administering the regulatory framework and providing review and mediation services.
If you reside in Quebec and you are not satisfied with the outcome or with the examination of the complaint related to investment, estate and trust, financial planning or insurance services, you may request that your complaint file be transferred to the AMF at any time. Following the transfer, the AMF will examine the file and, if deemed appropriate, may offer dispute resolution services.
Autorité des marchés financiers Place de la Cité, Tour Cominar 2640 Laurier Boulevard, Suite 400 Québec QC G1V 5C1 Telephone: 418-525-0337 Fax: 418-525-9512 lautorite.qc.ca (External site for RBC opens in new window)
In Saskatchewan, the Superintendent of Insurance and Real Estate Division of the FCAA is charged with regulating financial products and service providers.
Financial and Consumer Affairs Authority of Saskatchewan 1919 Saskatchewan Drive, Suite 601 Regina SK S4P 4H2 Phone: 306-787-6700 [email protected]
CIRO is the national self-regulatory organization that oversees all investment dealers, mutual fund dealers and trading activity on Canadaâs debt and equity marketplaces. CIRO is committed to the protection of investors, providing efficient and consistent regulation, and building Canadiansâ trust in financial regulation and the people managing their investments.
CIRO sets and enforces rules for the business and financial conduct of Canadian investment and mutual fund firms and their representatives across Canada.
Clients of a CIRO member who are not satisfied with a financial product or service have a right to make a complaint and to seek resolution of the problem. CIRO investigates complaints about its regulated firms and their advisors and takes enforcement action where appropriate. While CIRO does not review customer service issues, CIRO rules require that firms respond to such complaints.
Contact Information:
In addition to the regular CIRO complaint process, arbitration is another option available for clients of CIRO Investment Dealer Members (RBC Dominion Securities and RBC Direct Investing). For arbitration services, contact the appropriate arbitrator for your area as shown in the chart below.
The Canadian banking industry has developed several voluntary commitments and codes, designed to protect consumers and serve them better.
Copies or additional information about the voluntary commitments and codes are available on our website at www.rbc.com .