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Suggested Sequence of Steps:

  1. Contact with the staff and manager of your own branch or Business Banking Centre.
  2. Contact with the Customer Relations Centre for RBC:

    Phone: English 1-800 RoyalTM 4-0 (1 800 769-2540)
    French 1 800 769-2541
    Fax: (416) 974-3561
    Email: custrel@rbc.com
    Mail: Royal Customer Relations Centre
           P.O. Box 1, Toronto, ON M5J 2J5
  3. Contact with the Office of the Ombudsman for RBC:

    Phone: 1-800 RoyalTM 4-2 (1-800 769-2542)
    Fax: (416) 974-6922
    Email: ombudsman@rbc.com
    Mail: Office of the Ombudsman
           RBC Royal Bank Financial Group
           P.O. Box 1, Toronto ON M5J 2J5

    On request, the Ombudsman can provide professional in-house mediation, free of charge.

    At this stage, you may want the added support of an external mediator whose role is to help both parties reach a mutually acceptable resolution of issues. The Ombudsman will make suitable arrangements. Normally, costs are shared equally by the bank and the customer.
  4. Contact with the Canadian Banking Ombudsman:

    Phone: 1 888 451-4519
              (416) 287-2877 (Toronto Area)
    Fax: 1 888 422-2865
           (416) 255-4722 (Toronto Area)
    Email: mail@bankingombudsman.com
    Mail: 4950 Yonge Street, Suite 1602
           North York, ON M2N 6K1

    Referral to the Canadian Banking Ombudsman must be made within 6 months of the decision made by the RBC Royal Bank's Ombudsman.
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