Our Pledge to You

Submitting a Complaint or Compliment

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 Royal^TM 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 Royal^TM 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.