RBC InvestEase Inc. Client Complaint Examination and Resolution Policy Overview
We’d like your help so we can serve you better: Please stay involved with your investments and in touch with us. You can help us to help you by:
- Keeping us up to date. Please give us complete and accurate information about you, and let us know as soon as possible if there is any change to that information. For example, we need to know if you have a change in:
- family circumstances
- contact information
- investment objectives
- risk tolerance
- time horizon
- net worth
- Being informed. Make sure you understand the potential risks and returns on your investments. Please carefully review the information we provide you about our products and services. Where appropriate, you may need to consult professionals, such as a lawyer or an accountant, for legal or tax advice.
- Asking questions. Please ask us for assistance with questions about your Account, transactions or investments, or your relationship with RBC InvestEase.
- Staying on top of your investments. Please review all the account documentation and the information we provide you about your Portfolio and performance.
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 firstname.lastname@example.org, or send your written complaint to the following address:
RBC InvestEase Inc.
P.O. Box 4288, STN A
Step 2 - The Ombudsman for Banking Services and Investments (OBSI) or Autorité des marchés financiers (AMF) or the RBC Office of the Ombudsman
If RBC IE does not provide you with a final response within 90 calendar days of receiving your initial 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. You have up to 180 days after receiving our response to submit your complaint to OBSI. OBSI can recommend compensation of up to $350,000. The OBSI may be contacted as follows:
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. The Chief Compliance Officer shall act as the respondent to the AMF.
Following the transfer of your file, the AMF will proceed with its review and may offer you mediation services if deemed appropriate and the interested parties agree. Mediation is intended to be a conflict settlement process in which a mediator intercedes to assist the parties in reaching a satisfactory settlement. The AMF may be contacted as follows:
Québec City: 418-525-0337
Fax: 418-525-9512 or 514-873-3090
Online at lautorite.qc.ca/grand-public/nous-joindre/
You may also ask the RBC Office of the Ombudsman to review your complaint upon receipt of our final response. The RBC Ombudsman’s services are free. The estimated time that the RBC Ombudsman 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 RBC Office of the Ombudsman may be contacted as follows:
Online at www.rbc.com/customercare or https://www.rbc.com/ombudsman
By e-mail at email@example.com
Mail to: Office of the Ombudsman
P.O. Box 1, Royal Bank Plaza, Toronto, ON M5J 2J5
By fax at 416-974-6922
The RBC Ombudsman is an employee of an affiliate of RBC IE and is not an independent dispute resolution service. 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 RBC Ombudsman. The use of the RBC Ombudsman process is voluntary and the limitation period for escalation to the OBSI or the AMF or to commence a civil action continue to run while the RBC Ombudsman reviews your complaint.
Escalation to the OBSI or AMF or the RBC Ombudsman does not affect your rights for taking legal action in the civil courts.
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.