Step Three - Appeal to RBC's Office of the Ombudsman
If the issue is not resolved you are encouraged to write to the RBC Office of the Ombudsman. The RBC Office of the Ombudsman can only review your concern after you have received a response from Customer Care Assurance. Please explain in your letter why the problem has not been adequately resolved to your satisfaction.
All parties involved in a dispute receive a fair and impartial hearing, with all dealings kept in the strictest confidence. Services of the Ombudsman are free of charge.
RBC Office of the Ombudsman
PO Box 1, Royal Bank Plaza
Toronto, Ontario M5J 2J5
Efforts to settle an unresolved issue may ultimately include mediation. A mediator helps disputing parties work toward a mutually acceptable resolution by maintaining open communication in an effort to identify issues, interests and possible options.
While the RBC Office of the Ombudsman staff are trained in mediation, in some instances, the Ombudsman may suggest — or the client may request — an external mediator. In the case of external mediation or arbitration, costs are generally shared equally between the client and us.
