There are a variety of ways you can express concerns or provide positive feedback about your experience with RBC Investor Services (RBCIS). We encourage you to get in touch with us either in person or by telephone, email, mail or fax.
RBC Investor Services Trust, UK clients: Please note that specific complaint handling rules apply in the UK. Clients contracted in the UK are encouraged to follow the Making a Complaint process outlined on our UK Locations page.
RBC Investor Services Trust, Canada clients may follow the steps set out below:
Step One – Start at the source
To raise a concern, please contact your RBCIS representative in the jurisdiction where you have contracted with us.
Should you wish further information about the RBCIS complaint handling process, please click here for the RBCIS Complaint Handling Summary.
Step Two – Escalate the complaint to the Compliance team
Certain matters that remain unresolved may be directed to the RBC Investor Services Trust Canada Chief Compliance Officer at the following address:
Step Three – Appeal to the RBC Client Complaints Appeal Office
Should you be dissatisfied with the outcome of the review performed through steps 1 and 2, you have the option to appeal your complaint to the RBC Client Complaints Appeal Office, which is the most senior designated office appointed to address appealed complaints within RBC. If you choose to appeal your complaint, we will forward it on your behalf to the RBC Client Complaints Appeal Office.
Step Four – External Complaint Resources
Dispute resolution bodies, including regulatory bodies and agencies, can provide you with a further review of your complaint or claim for compensation. Such organizations provide alternative sources of consumer information and have offices that review and handle specific complaints concerning violations of covered laws and rules.
For more information regarding these external resources, please click here to view the RBCIS Complaint Handling Summary.