(January 17) – Royal Bank’s Ombudswoman published her fourth annual report today. “It is my firm belief that the best solutions are found when conflicts are handled quickly and by the people directly involved,” says Dennice Leahey, RBC’s ombudsman, in her first annual report, “It’s the only way Royal Bank can improve or learn from its mistakes.”
The bank says it handles more than 13 billion transactions for 10 million customers each year. In 1999, 386 disputes reached the Ombudsman’s Office. 365 of those cases were closed during the year, 37% ended in agreement, 9% in partial agreement, 31% with no agreement, and 23% were referred elsewhere, declined or withdrawn.
In 1998 the ombudsman heard 358 cases, of which 48% ended in agreement, 10% in partial agreement, 24% had no agreement, and 18% saw other outcomes.