How to Make a Complaint to RBC

When dealing with issues at Royal Bank of Canada (RBC), it’s crucial to follow a structured approach to ensure your complaint is addressed effectively. Here’s a step-by-step guide to help you navigate the process and achieve a satisfactory resolution:

1. Identify the Issue Clearly
Before filing a complaint, make sure you understand the problem thoroughly. Identify the exact issue, gather all relevant documentation, and note any interactions with RBC representatives.

2. Contact RBC Directly
Start by contacting RBC’s customer service department. You can do this through their official website, by phone, or by visiting a local branch. When you reach out, clearly explain your issue, provide necessary details, and ask for a resolution.

3. Use the Formal Complaint Process
If the initial contact does not resolve the issue, escalate it by using RBC’s formal complaint process. You can submit your complaint in writing via mail or email. Include your contact information, account details, and a comprehensive description of the problem. Be sure to state what resolution you are seeking.

4. Keep Records
Maintain records of all communications, including dates, times, names of representatives, and the content of conversations. This documentation will be crucial if you need to escalate your complaint further.

5. Contact the Ombudsman for Banking Services and Investments (OBSI)
If RBC does not address your complaint satisfactorily, you can contact the OBSI. This is an independent organization that helps resolve disputes between consumers and financial institutions. Submit your complaint to OBSI with all relevant documentation.

6. Seek Legal Advice
As a last resort, consider seeking legal advice. If you believe that RBC has not followed proper procedures or you are not receiving a fair resolution, a legal expert can help you understand your options and represent you if necessary.

By following these steps, you can effectively navigate the complaint process and work towards a resolution with RBC.