At RBC Wealth Management, we believe that open and honest communication can benefit us all, whether it’s to answer a question, solve a problem or share a success story. We value your feedback and use it continuously to improve the quality of the solutions we provide.
It is important for us to know when you have a problem so that we can work to resolve it so, if for any reason, you are not entirely satisfied with any aspect of our service, please contact your Relationship Manager, or any other member of RBC staff you normally deal with. You may complain to us by letter, telephone, email or in person. Alternatively, you may make us aware of your concerns by raising a formal complaint by writing to:
Head of Client Complaints
RBC Brewin Dolphin
12 Smithfield Street
London
EC1A 9BD
Telephone 020 7248 4400
Email: clientcomplaints@brewin.co.uk
Complaints procedure
Any expression of dissatisfaction, from or on behalf of any client, irrespective of whether it is made verbally or in writing is treated as a complaint. Once we have received your complaint, we will try to resolve it immediately, but we may need to carry out an internal investigation. We will send an acknowledgement to you within five working days to confirm that we are dealing with your complaint. Any investigation will be conducted with impartiality and undertaken in a competent and diligent manner. We shall advise you of the expected timeframe to resolve your complaint. We will keep you informed of the progress we are making as our enquiries continue. To help us resolve your complaint as swiftly as possible, please provide us with the following:
- Your full name, address and account number;
- A clear outline of your complaint;
- Copies of any supporting documents concerning your complaint, paying special attention to the dates of occurrence;
- Details of what you would like us to do to rectify the situation;
- A telephone number and email address where we can contact you.
Resolution of your complaint
When all appropriate enquiries and investigations in respect of your complaint have been completed, we will write to you with the outcome of our review. We will also specify any action that we are proposing to take, or have already taken, to remedy the situation. We will aim to send this final response as soon as possible, which will normally be within eight weeks of receipt of your complaint. If we are unable to do so, we will send you a written update to explain and to provide you with a revised timeframe for concluding the matter.
If you are still not satisfied
We aim to resolve any concerns that you raise with us, but if you are not satisfied with our final response, or the manner in which the complaint has been handled, you can refer your complaint to:
Financial Ombudsman Service
If you are dissatisfied with the response you have received, you are entitled to refer the matter to the Financial Ombudsman Service FOS. If we have been unable to conclude the matter within the expected timelines stated in your acknowledgement letter, then we shall write to you to let you know that you are entitled to take the matter to the FOS. If you are advised that the matter has been concluded by us, but you are not satisfied with our final response, you can contact the FOS, subject to you doing so within six months of the date of our final response. The Financial Ombudsman service may be contacted at:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Telephone +44 (0) 20 7964 1000 / 0800 023 4567 (within the UK only)
Email: complaint.info@financial-ombudsman.org.uk
Website: financial-ombudsman.org.uk
RBC Client Complaints Appeal Office
RBC has a Client Complaints Appeal Office (CCAO) dedicated to addressing appealed complaints within RBC. If you are dissatisfied with the outcome of our review once the final response has been issued, you may appeal it by forwarding your concerns to the CCAO. If you ask the RBC CCAO to review your complaint, we may share with them details of your relationship with RBC, which will include personal information, details of your finances, investments and any other information considered relevant to the complaint. If you choose to refer your complaint to CCAO, it will not issue new referral rights to the Financial Ombudsman Service.