Our clients

We work to build long-term relationships with every one of our 12 million clients, aiming to provide excellent value no matter what channel, product or service they use. Through market segmentation and client information expertise we are able to focus consistently on client needs, working across business platforms to develop a personalized integrated financial solution for every client. We seek to serve our clients better, to earn their loyalty and to be rewarded with more of their business. Integral to our client care commitment is prompt, efficient attention to complaints. For concerns not resolved through our established complaint management process, the Office of the Ombudsman provides an impartial appeal avenue. Further information is available at branches, online at
rbc.com/ombudsman or through the office at: P.O. Box 1, Royal Bank Plaza, Toronto, Ontario, Canada, M5J 2J5. Tel: 1-800-769-2542 or 416-974-4591. Fax: 416-974 6922.
E - mail: ombudsman@rbc.com.

Our shareholders

We are focused on maximizing long-term shareholder value through consistently strong financial performance and returns, disciplined and profitable international expansion, growth of high-return or high-P/E multiple businesses, and through cross-selling products and realizing cost synergies across RBC. We are committed to providing excellent service and disclosure to our shareholders and ensuring the highest standards of corporate governance. In the past five years, common shareholders have realized a 10.7 per cent compound annual total return compared to -0.3 per cent for the S&P/TSX Composite Index. We believe that the premium valuation accorded our common shares relative to other Canadian banks, in terms of price to book value and price to earnings measures, reflects the market’s endorsement of our strategy, performance and outlook. Shareholder information is available at rbc.com/investorrelations.

Our employees

The strength of our people remains one of our most critical competitive advantages. Our employees’ commitment to working together to meet the needs of our clients, shareholders and communities is integral to our ongoing success. RBC’s values – together with a common vision, goals and strategic priorities – engage and inspire our employees as partners in shaping our future. RBC is widely recognized for its leading workplace practices, innovative continuous learning environment, career opportunities, competitive compensation and benefit programs, and commitment to valuing the diversity of its people. Approximately 85 per cent of eligible employees own our shares through our employee savings and share ownership plans.

Our community

For the last six years, The Globe and Mail has named us the most socially responsible corporation in Canada – a reflection of our commitment to help build healthy communities wherever we have businesses. This year, we donated more than $37 million worldwide, including grants to after-school programs, funding for healthcare initiatives and support for community economic development. We also invested over $20 million in amateur athletics, the arts and community events. Our employees contributed countless volunteer hours, too, sharing skills, knowledge and compassion to further enrich the communities where they live and work. But corporate citizenship should be measured not only by a company’s donations, but also by its products, services and programs, the way it does business, and its leadership in key areas of social responsibility. For more information on these aspects of our corporate citizenship, visit “Community Centre” at rbc.com.