Royal Bank of Canada: Your Rights

Matters Lawyers Handle in This Sector

• Personal and business account restrictions or closures
• Fraud, unauthorized transactions and chargeback disputes
• Commercial lending terms, security and personal guarantees
• Mortgage servicing, penalties and discharge issues
• Investment suitability and wealth-management mandates

Your Rights

• Use the internal complaint process and request written reasons
• Escalate to the external complaints body once internal steps are done
• Request access to your personal information held by the institution
• Obtain independent legal advice before signing security or guarantees

How to Escalate a Matter

1. 1Internal complaint process

   First step — request a written response and keep the file reference.

2. 2Ombudsman for Banking Services and Investments (OBSI)

   External complaints body for banking and investment matters.

3. 3Financial Consumer Agency of Canada (FCAC)

   Oversees consumer-protection obligations; confirm the current complaint route.

Escalation routes and their requirements change. Confirm the current process before relying on it.

Frequently Asked Questions

How do I start a formal complaint?

Use the institution's published internal complaint process and ask for written confirmation and a file reference. Escalate externally only once you have that response or the process has run its course.

Will a regulator resolve my individual dispute?

Generally not. Regulators oversee conduct broadly; the external complaints body handles individual disputes, and courts handle claims for damages.

Should I get a lawyer for a banking dispute?

Consider it where the amount is significant, business assets or guarantees are at stake, enforcement has started, or a limitation period may be running.

This page is educational information about the regulatory framework and your options in this sector. It is not legal advice, contains no complaints, ratings, reviews or rankings, and makes no statement about the conduct of any organization. LegalCounselNearMe is not a law firm and is not affiliated with Royal Bank of Canada.