Making a Complaint

Start with your bank

The first step in making a complaint is to have your complaint reviewed by your bank and if unresolved, to contact the bank's internal Ombudsman's office.


For RBC:

RBC Office of the Ombudsman
P.O. Box 1
Royal Bank Plaza
Toronto, ON
M5J 2J5
Phone (toll free): 1-800-769-2542
Fax: 416-974-6922
Email: ombudsman@rbc.com
Website: http://www.rbc.com/ombudsman/index.html

For TD:

TD Ombudsman
P.O. Box 1
Toronto-Dominion Centre
Toronto, ON
M5K 1A2
Phone (toll-free): 1-888-361-0319
Fax: 416-983-3460
Email: td.ombudsman@td.com
Website: http://www.td.com/to-our-customers/ombudsmans-office/ombudsman.jsp

If You Are Not Satisfied With the Result, Contact the ADR Chambers Banking Ombuds Office.

If you have received a response from the bank's Ombudsman office and are not satisfied, please contact the ADR Chambers Banking Ombuds Office for an independent and confidential review of your case.

To submit a complaint to the ADR Chambers Banking Ombuds Office, please download and complete the Complaint Submission Form (Download PDF). Please send the form to the ADR Chambers Banking Ombuds Office by mail or fax (1-877-307-0014). Please include a copy of the RBC or TD Ombudsman's response letter and copies of any supporting documents.

After ADR Chambers Banking Ombuds Office receives your Complaint Submission form and supplementary documents, a representative will contact you to discuss your case. If ADR Chambers is not the correct place for you to be, the ADR Chambers representative will refer you to the proper person to assist you.

For example, ADRBO is not able to investigate complaints such as those:

  • not first submitted to and responded to by the bank's Ombudsman's office;
  • relating to an account based outside of Canada;
  • submitted more than 180 days after the response from the bank's Ombudsman's office;
  • currently the subject of legal proceedings, before a tribunal, a mediator or an arbitrator;
  • related to the bank's service fees, interest rates and risk management policies; or
  • related to the bank's insurance businesses, securities dealers, or mutual funds.

ADR Chambers endeavours to respond to all e-mails within 3 business days. Please do not include any confidential information in emails.

For further information, please see our FAQ page.