RBC InvestEase Inc. Client Complaint Examination and Resolution Policy Overview

Problem Resolution Process: At RBC InvestEase (“RBC IE”) we strive to provide a high level of client service. If you have a problem or a complaint about your account, we encourage you to contact us so that we can review and resolve your issues. If you make a written or verbal complaint about a product or service offered by RBC IE, we will follow our internal complaint policy and respond to your complaint in a timely and fair manner.

Step 1 - Contact Head Office
You should contact RBC IE’s Head Office and tell us your concerns. You may contact us by telephone at 1-800-769-2531, email us at questions@rbcinvestease.com, or send your written complaint to the following address:

RBC InvestEase Inc.
P.O. Box 4288, STN A
Toronto, ON
M5W 0J8

Complaints are responded to as soon as possible with minimal delay, however this process may take up to 90 days depending on the subject matter involved. A written or verbal 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 time frame.

Step 2 - The Ombudsman for Banking Services and Investments (OBSI) or Autorité des marchés financiers (AMF) or the RBC Client Complaints Appeal Office (CCAO)

If RBC IE does not provide you with a final response within 90 calendar days of receiving your complaint, or if you are not satisfied with our response to your concerns, you may escalate the matter to the Ombudsman for Banking Services and Investments (OBSI) for their review. OBSI is a free, independent service for resolving investment disputes impartially, and can recommend compensation of up to $350,000. You have up to 180 days after receiving RBC IE’s final response to submit your complaint to OBSI. The OBSI may be contacted as follows:

Tel: 1-888-451-4519
Email: ombudsman@obsi.ca
Website: www.obsi.ca (opens to external site)

If you reside in Quebec, and if you are dissatisfied with our response to your concerns, 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 recommend dispute resolution services, if deemed appropriate. The AMF may be contacted as follows:

Québec City: 418-525-0337
Montréal: 514-395-0337
Toll-free: 1-877-525-0337
Fax: 418-525-9512 or 514-873-3090
Online at lautorite.qc.ca/en/general-public/contact-us

Upon receipt of RBC IE’s final response, you may also ask the RBC Client Complaints Appeal Office (CCAO) to review your complaint. Information on how to contact the CCAO will be included in the final response or be available upon request. The CCAO’s services are free. The CCAO is employed by RBC and is not an independent dispute resolution service. The estimated time that the CCAO takes to review and provide a response to matters is within 90 days upon receipt of your complaints to their Office; however, complex investigations may take longer to resolve.

If RBC IE does not provide a final response to you within 90 calendar days of receiving your initial complaint, or you are not satisfied with our response to your concerns, you may immediately submit a complaint to the OBSI without going to the CCAO. The use of the CCAO process is voluntary and the limitation period for escalation, including to the OBSI, or to commence a civil action continue to run while the CCAO reviews your complaint.

You may also pursue legal action and seek independent legal counsel to advise you of your options and recourses, including information regarding the applicable limitation periods in your province/territory.

You can also visit RBC Royal Bank’s Make a Complaint website to learn about the steps you can take if you have a complaint about RBC Royal Bank or its products and services.