There are a variety of ways to express concerns with products or services provided by RBC Dexia. We encourage customers to get in touch with us in person, by telephone, mail, fax or via the Internet. Customers may also contact their local consumer protection agency. For further information with respect to local agencies, please refer to our locations.

To ensure concerns or complaints are handled in the most effective manner possible we ask that customers follow the steps below:

Step One – Start at the source
Step Two – Contact our compliance group
Step Three – Escalate to the head of compliance
Step Four – Additional resources

Step One – Start at the source

For a concern about a RBC Dexia account transaction, a telephone call or visit to the client service representative may well satisfy the concerns. If the representative is unable to resolve the matter, the client is encouraged to speak with the manager who has the authority to solve most problems immediately.

Step Two – Contact our compliance group

If the matter is not resolved to the client’s satisfaction through the account representative and/or manager, we encourage clients to contact one of our Compliance Officers. Please refer to our locations for contact information of your local compliance officer.

Step Three – Escalate to the head of compliance

Certain matters that remain unresolved after being reviewed by a compliance officer may be directed to the Head of compliance at the following address:

Pierre Munch
RBC Dexia Investor Services
Luxembourg
Tel: +352 2605 9312
Fax: +352 2460 9500
Email: pierre.munch@rbcdexia-is.net

Step Four – Additional resources

Certain disputes that remain unresolved after being reviewed by the Head of compliance may be directed to a local consumer agency. For further information with respect to local agencies, please refer to our locations.