RBC Wealth Management Financial Services Inc. (“RBC WMFS”) – Client Complaint Examination and Resolution Policy Overview

The members of RBC believe that all of us—our clients and ourselves—stand to gain by being in contact, whether it’s to answer a question, solve a problem or share a success story. While we welcome any positive comments you have, it is equally important for us to know when you have a problem so we can resolve it and retain your confidence. At the same time, we use your feedback to continuously improve the quality of the products and services we provide to you and other RBC clients. Implementing policies that will treat all clients in an equitable and fair manner is integral to the way we do business.

  • Written client complaints can be submitted by mail, fax or e-mail directly to your RBC Dominion Securities Inc. (“RBC DS”) Branch Director, or the RBC Wealth Management Financial Services Inc. (“RBC WMFS”) VP & Regional Sales Manager, or to the attention of the RBC DS Compliance Department at 155 Wellington Street West, P.O. Box 150, Toronto, Ontario, M5V 3K7. Verbal complaints will also be reviewed internally to determine any appropriate course of resolution.
  • Where applicable, an acknowledgement letter is sent to the complainant generally within 5 business days.
  • The primary contact for the complainant will be the RBC DS Branch Director or the RBC WMFS VP & Regional Sales Manager and/or the RBC DS Compliance Officer assigned. It will be their responsibility to investigate and formally respond in writing to the complainant. Should the complainant have any concerns with the handling of their complaint during this process, these concerns should be directed to:

    Designated Complaints Officer
    c/o RBC DS Compliance
    155 Wellington Street West
    P.O. Box 150, Toronto, Ontario M5V 3K7
  • Complaints are responded to as soon as possible with minimal delay, however, this process may take up to 90 days. A status update will be provided to the complainant if the review and response are not going to be completed within the 90 day period with the revised expected response timeframe.
  • If you reside in Quebec, you may request that your complaint file be transferred to the Autorité des marchés financiers (“AMF”). Transferring your file to the AMF does not interrupt the prescriptive period for civil remedies. Following the transfer of your file, the AMF will proceed with its review and may offer you mediation or conciliation services. This is a voluntary process intended to resolve a dispute; the AMF cannot require a party to go to mediation.

    The AMF may be contacted as follows:

    Québec City: 418-525-0337
    Montréal: 514-395-0337
    Toll-free telephone: 1-877-525-0337
    Toll-free fax: 1-877-525-0337
    Online at https://lautorite.qc.ca/grand-public/nous-joindre/
    E-mail: information@lautorite.qc.ca
  • You may also ask the RBC Client Complaints Appeal Office (CCAO) to review your complaint upon receipt of RBC DS’s final response.  Information on how to contact the CCAO will be included in the final response.  The CCAO’s services are free. The estimated time that the CCAO takes to review and provide a response to matters is within 90 days upon receipt of a signed client consent form; however, complex investigations may take longer to resolve. The CCAO is employed by RBC and is not an independent dispute resolution service. The use of the CCAO process is voluntary and the limitation periods for escalation to the AMF or to commence a civil action continue to run while the CCAO reviews your complaint.