Terms of Business

Terms of Business 2019

These Terms of Business set out the general terms under which Declan Holohan will provide pension, life
assurance, investment advice and financial services to our clients.

Authorised Status

Declan Holohan t/a Complete Solutions is regulated by the Central Bank of Ireland as an insurance
intermediary registered under the European Union (Insurance Distribution) Regulations, 2018. The Central
Bank of Ireland holds registers of regulated firms. You may contact the Central Bank of Ireland on 01 4104000 or alternatively visit their website on www.centralbank.ie to verify out credential. Our Central Bank number is C46268.

Services Provided

Complete Solutions provides its life, investment, pension services to our clients on a fair analysis basis. “Fair
and personal analysis of the market” means that our firm provides its life, investment, pension services on
the basis of a sufficiently large number of contracts and product providers available on the market to enable
our firm to make a recommendation, in accordance with professional criteria, regarding which contract would
be adequate to meet our clients consumer’s needs. Complete Solutions are authorised to provide advice and arrange business on your behalf in relation to insurance policies, including mortgage protection, life and serious illness cover, pensions, permanent health
insurance, savings plans.

Complete Solutions provides its services with the following product producers with whom an agency is held:

  • Aviva Life & Pensions UK Ltd Irish Life
  • Standard Life Royal London
  • Zurich Life Assurance plc

Codes of Conduct

Complete Solutions is subject to the following Codes of conduct issued by the Central Bank of Ireland.
These codes offer protection to our clients and all of the Codes can be found on the Central Bank’s website
www.centralbank.ie – Consumer Protection Code 2012, Minimum Competency Code 2011, Fitness & Probity
Standards 2014.

Remuneration policy

Complete Solutions may receive commission and other payments from the product producers with which business is placed. Summary details of these payments will be included, where appropriate, in a product information document, in relation to insurance products.

In the case of life assurance, pensions and investments where our firm is not in receipt of commission, may charge a service fee, agreed with clients, depending on complexity of the transaction, time spent and nature and extent of the transaction. Our fees are charged as follows:

  • Advisor fees: €200 per hour
  • Support Staff €150 per hour

All fees are agreed with the client in advance. We also offer all clients the option to pay in full for ourservices by means of a fee.

Conflict of Interests

Our employees are required to comply with the policy of independence and disregard any conflict of interest when making a recommendation to you.

Where an unavoidable conflict of interest arises we will advise you of the steps we propose to take in order to protect your interests before providing you with any business service. If you have not been advised of any such conflict you are entitled to assume that none arises. Our full conflicts of interest procedure is available
on request.

Legal rights

Complete Solutions will, if necessary exercise its legal rights to receive any payment due to it from clients for business services provided by it, and to be reimbursed for any value obtained by the firm on behalf of clients who subsequently default in any payment due to the firm.

Product Providers may withdraw benefits, cover, or impose penalties in the event of default of any payments due under any products arranged for your benefit. Details of these provisions will be included in your product terms and conditions.

Complaints Procedure

A complaint is defined as an expression of dissatisfaction by a customer, whether justified or not. Complaints may come from a number of different sources and may be received in writing, by telephone, email, or personal visit.

Our policy

  • Our customer complaints are dealt with fairly and all problems are resolved as quickly as possible. All written complaints will be acknowledged in writing within 5 business days. We aim to resolve all complaints within 20 business days. A copy of our detailed complaints procedure is available on request.
  • Where customers remain dissatisfied with the outcome of our efforts to resolve their complaint, they are notified of their right to refer their grievance to the Financial Services and Pensions Ombudsman.
  • It is preferred that all complaints are made in writing and should be addressed to Complaints Officer, Declan Holohan.

Data Protection

The firm complies with the requirements of the General Data Protection Regulation 2018 and the Irish Data Protection Act 2018. The data which you provide to us will be held on a computer database and paper files for the purpose of arranging transactions on your behalf. The data will be processed only in ways compatible with the purposes for which it was given and as outlined in our Privacy Notice which is given to all clients at the time of data collection, our privacy notice is also available on our website. You have the right at any time to request a copy of any ‘personal data’ within the meaning of the GDPR that our office holds about you and to have any inaccuracies in that information corrected. Please contact us at admin@completesolutionsfs.com if you have any concerns about your personal data.

admin@completesolutionsfs.com

Complete Solutions is a member of the Investor Compensation Scheme established under the Investor Compensation Act 1998. The legislation provided for the establishment of a compensation scheme and to the payment in certain circumstances, of compensation to certain clients of firms (known as eligible investors) covered by the Act. However, you should also be aware that a right to compensation would only arise where client money or investment instruments held by this Company on your behalf cannot be returned, either for the time being or for the foreseeable future, and where the client falls within the definition of eligible investor as contained in the Act. In the event that a right to compensation is established, the amount payable is the lesser of 90% of the client’s loss, which is recognized as being eligible for compensation, or €20,000.

Brokers Ireland Compensation Fund

We are also members of the Brokers Ireland Compensation Fund. Subject to the rules of the scheme the liabilities of its members firms up to a maximum of €100,000 per client (or €250,000 in aggregate) may be discharged by the fund on its behalf if the member firm is unable to do so, where the above detailed Investor Compensation Scheme has failed to adequately compensate any client of the member. Further details are available on request.

These Terms of Business are valid from 1 st April 2019 until further notice.

Complete Solutions

Declan Holohan t/a Complete Solutions is regulated by the Central Bank of Ireland

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