Royal Bank of Canada (RBC) has responded to customer complaints that have surfaced over the months since RBC Finance Corporation of The Bahamas (FINCO) outsourced certain services to RBC Royal Bank.

Multiple sources told Guardian Business that certain RBC branches allegedly have longer waiting lines coupled with an increased lack of employee training since the two entities merged the services. Those sources also voiced their frustration with the bank's operational management.

FINCO outsourced services such as check cashing, deposits, drafts, wire transfers and other over-the-counter services to five RBC Royal Bank locations, including its Freeport branch, last year.

RBC told Guardian Business that, "By introducing RBC Royal Bank and RBC FINCO shared locations, we are better positioned to deliver a full-service experience to clients, offering our complete suite of products and services under one roof, which aligns with our purpose statement, 'Helping clients thrive and communities prosper'."

The statement was issued after Guardian Business contacted RBC's corporate office last week. The statement did not specifically say whether or not persons received training to accommodate changes from the two separate entities being joined. The statement, however, did note that employees are generally trained to serve clients and address any of their issues in a "timely manner".

"As a responsible company, we continue to look for ways to operate more efficiently and effectively so that we can better serve our clients. In addition, our team is well trained and prepared to serve our clients and address any of their issues in a timely manner. It is one of the reasons we recently implemented extended hours of business and Saturday banking, which have been well received by our clients," the statement added.

Click here to read more at The Nassau Guardian