The Office of the Ombudsman provides an impartial service for open and voluntary discussion of concerns and issue resolution.
You are on: How Can We Help
We handle client disputes for all RBC businesses globally. This enables us to help each company fulfill its unique business purposes, mindful of how each interaction may affect a client's overall relationship with RBC.
Our dispute resolution specialists are trained in listening, fact-finding and mediation. These skills, combined with an independent mindset, allow us to help each party present its case and find solutions that work.
As an impartial avenue of appeal, the Office of the Ombudsman is not an advocate for either RBC or its clients. We ensure that disputing parties have an opportunity to listen to one another and attempt resolution in an open, unbiased forum.
Our investigations focus on the facts and establishing fairness in all the circumstances. Dispute resolution specialists investigate both sides of the issue and assist the parties in reaching a fair and reasonable resolution. Recommendations are non-binding and parties are free to pursue other avenues if agreement is not reached.
Client complaints are a vital source of feedback. Based on client discussions, the Ombudsman may make recommendations to RBC to improve operations or products and services to eliminate or reduce client irritants.
Note: The Ombudsman does not investigate complaints about credit decisions, service fees, interest rates, and other matters of general policy, issues that are in litigation, or transactions for which RBC records no longer exist (usually after six or seven years).
You are on: Who We Are
Our team is accountable to provide an impartial and independent avenue of appeal to review unresolved client issues. We operate independently of RBC and our role is to review all sides of a complaint to form an independent view of a fair and reasonable solution.
Johanne Ardouin joined RBC in 1990 and has held several executive positions responsible for regional and national mandates within RBC's banking, insurance and wealth management businesses. Ms. Ardouin holds an MBA from Université du Québec à Montréal and is actively involved with a number of charitable and community organizations.
Dave McNabb opened the RBC Office of the Ombudsman in 1996. Dave has extensive experience in consumer dispute resolution and leadership of financial services ombudsman practice in Canada and the practice of mediation in Ontario. Dave joined RBC in 1975.
Linda Thomson joined RBC in 1972 and has extensive experience in personal financial services, business and commercial markets, and internal audit. Linda is a graduate of the Canadian Securities Course (CSC), she holds a mutual funds license and a certificate in Advanced Alternative Dispute Resolution - University of Windsor.
Leslie Ince-Mercer joined RBC in 1988 and has held a variety of positions in Customer Service and Operations. Leslie has experience in dispute resolution and holds a Certificate in Advanced Mediation from the University of Toronto.
Ken Brown joined RBC in 1981 and has held diverse positions across Canada. His experiences and knowledge of RBC provide a strong foundation to assist employees with knowledgeable, issue-resolution support. Ken holds a Certificate in Dispute Resolution from York University.
You are on: Case Studies
For your reference, we have developed a number of case studies that you can read to learn more about how the Ombudsman acts as an impartial 3rd party and how we have worked to resolve issues and disputes involving RBC®.
Please answer a few brief questions to ensure your issue is resolved in a timely manner.
We will provide an impartial avenue of appeal for unresolved concerns, and will recommend changes to improve client and employee experiences.