Make A Complaint

There are a variety of ways you can express concerns or provide positive feedback about your experience with RBC Investor & Treasury Services. We encourage you to get in touch with us either in person or by telephone, email, mail or fax.

Step One – Start at the source

To raise a concern, please contact your RBC Investor & Treasury Services (RBC I&TS) representative in the jurisdiction where you have contracted with us. RBC I&TS maintains and operates internal procedures for handling complaints promptly and fairly and a link to this document can be found here.  

Please note that specific complaint handling rules apply in the United Kingdom (UK). Clients contracted in the UK are encouraged to follow the Making a Complaint process outlined on our UK Locations page.

Step Two – Escalate the complaint

Certain matters that remain unresolved may be directed to the Chief Compliance Officer at the following address:

Chief Compliance Officer
RBC Investor Services Trust Canada
Email: RBC I&TS Compliance
Chief Compliance Officer
RBC Investor Services Bank S.A. Luxembourg

Step Three – Appeal to the RBC Office of the Ombudsman

Certain disputes that remain unresolved after being reviewed by the Chief Compliance Officer may be directed to the RBC Office of the Ombudsman. Contact details are provided below.

Office of the Ombudsman
RBC Financial Group
P.O. Box 1, Royal Bank Plaza
Toronto, ON Canada M5J 2J5
Tel: 1-800-ROYAL® 4-2 (1 800 769-2542)
Fax: 416 974 6922