Terms of Business
Terms of Business
Complete Financial Innovative Solutions Limited trading as Complete Solutions | Effective from 12 October 2026
These Terms of Business set out the general terms under which our firm will provide services to you, and the duties and responsibilities of both our firm and you in relation to those services. Please read them carefully. If you have any questions, we will be happy to explain them. If we make a material change to these terms, we will give you the revised Terms of Business, on paper or another durable medium, at least 5 working days before the change takes effect.
About us
| Legal name | Complete Financial Innovative Solutions Limited |
| Trading name | Complete Solutions |
| Company registration number | 720361 |
| Central Bank reference number | C502598 |
| Address | Unit C, Daneswell Business Park, Monksland, Athlone, Co. Roscommon |
| Telephone | +353 87 645 8756 |
| admin@completesolutionsfs.com | |
| Website | www.completesolutionsfs.com |
Authorisation with the Central Bank of Ireland
Complete Financial Innovative Solutions Limited, trading as Complete Solutions is regulated by the Central Bank of Ireland.
Our Central Bank reference number is C502598. We hold the following authorisations and registrations: insurance intermediary, registered under the European Union (Insurance Distribution) Regulations 2018; investment business firm, authorised under Section 10 of the Investment Intermediaries Act 1995 (as amended); mortgage intermediary, authorised under the Consumer Credit Act 1995; and mortgage credit intermediary, under the European Union (Consumer Mortgage Credit Agreements) Regulations 2016. Copies of our regulatory authorisations are available on request.
The Central Bank of Ireland holds registers of regulated firms. You can contact the Central Bank of Ireland on 0818 681 681 or visit www.centralbank.ie to verify our credentials.
Codes of conduct
We are subject to the following codes and requirements issued by the Central Bank of Ireland, which offer protection to consumers: the Consumer Protection Code 2025 (made up of the Consumer Protection Regulations 2025 and the Standards for Business Regulations 2025), the Minimum Competency Code, the Fitness and Probity Standards, and the Handbook of Prudential Requirements for Investment Intermediaries. These can be found on the Central Bank’s website, www.centralbank.ie.
Our services
We are a member of Brokers Ireland.
Our principal business is to provide advice and arrange transactions for clients in relation to pensions, life assurance and protection, savings and investments. We can also arrange mortgages through our appointment with Brokers Ireland Network Services Limited. A full list of the firms with which we hold appointments is set out below and is also available on request.
Through the product producers with which we hold an agency, we can advise on and arrange: pensions, including Personal Retirement Savings Accounts (PRSAs), Personal Retirement Bonds, Approved Retirement Funds, personal and executive pensions and Additional Voluntary Contributions; life assurance, including mortgage protection; serious illness cover; income protection (permanent health insurance); and savings and investment plans.
Firms with which we hold appointments
| Aviva Life & Pensions Ireland DAC | Irish Life Assurance plc |
| Standard Life International DAC | Royal London Insurance DAC |
| Zurich Life Assurance plc | New Ireland Assurance plc |
| Quest Retirement Solutions Ltd | Independent Trustee Company Limited |
| Cantor Fitzgerald Ireland Limited | Conexim Advisors Limited |
| Newcourt Retirement Fund Managers Limited | Brokers Ireland Network Services |
Life assurance, pensions and investments: fair and personal analysis
We provide life assurance, pensions and investment advice on the basis of a fair and personal analysis of the market. This means we consider a sufficiently large number of contracts and product producers available on the market to enable us to make a recommendation, in accordance with professional criteria, about which contract would be adequate to meet your needs.
The number of providers that is “sufficiently large” depends on how many providers operate in the market for a particular product and their share of that market. To decide this, we consider your needs, the size of your order, the number of providers in the market that deal with intermediaries, the market share of each provider, the number of relevant products each provider offers, the information available about those products, the quality of the product and service provided, cost, and any other relevant factor.
Protection policies
We will help you with any questions about your policies, and in the event of a claim during the life of a policy. We will explain the restrictions, conditions and exclusions attached to your policy. It is your responsibility to read the policy documents and literature so that you understand the cover, particularly for income protection and serious illness policies.
For income protection (permanent health insurance) policies, we will explain the meaning of disability as defined in the policy, the benefits available, the general exclusions that apply, and the reductions applied to the benefit where you receive disability payments from other sources. For serious illness policies, we will explain clearly the restrictions, conditions and general exclusions that apply.
Mortgages
Through our appointment with Brokers Ireland Network Services Limited, we can advise on and arrange mortgage products from the following range: fixed-rate loans, variable-rate mortgages, capital and interest mortgages, interest-only mortgages, pension mortgages and residential investment property mortgages.
We provide mortgage advice on a limited analysis basis. This means we provide our services on the basis of a limited number of contracts and lenders available on the market. While we are not tied to one lender, our mortgage services are not provided on the basis of a fair analysis of the market.
Mortgage lenders
We hold an appointment with Brokers Ireland Network Services Limited (BINS), through which we have access to a panel of mortgage lenders. We do not hold direct appointments with individual mortgage lenders. Details of the lenders on the panel are available on request.
We will need to collect enough information from you before we can give any advice on a mortgage, because affordability is a key issue in mortgage advice. Please provide this information promptly when we ask for it.
Sustainability factors: investment, insurance-based investment and pension advice
Sustainability risks
In accordance with the Sustainable Finance Disclosure Regulation (SFDR), sustainability risks are environmental, social or governance events or conditions that could have a material negative impact on the value of an investment.
We do not carry out independent sustainability risk assessments when providing investment, pension or insurance-based investment advice. Our approach is to rely on sustainability risk information and disclosures provided by the relevant product manufacturers rather than undertaking our own separate assessments.
Sustainability preferences
We record our clients’ sustainability preferences as part of our advice process and take these into account, where relevant, when assessing the suitability of our recommendations.
Principal adverse impacts on sustainability factors
We do not currently consider principal adverse impacts on sustainability factors as part of a separate, systematic assessment when providing investment or insurance-based investment advice.
This is because we do not currently operate a dedicated process for assessing and comparing products against the principal adverse impact indicators under SFDR. We will keep our approach under review as product information and our advice processes develop.
Impact on investment returns
Sustainability risks may have a negative impact on investment returns. We rely on the relevant product manufacturers’ disclosures for information about sustainability risks and their potential impact on returns.
We do not undertake independent assessments or calculations of the likely impact of sustainability risks on investment returns. Further information, where applicable, is available in the relevant product documentation.
Charges and remuneration
We may be paid by commission and other payments from product producers and lenders when business is completed, by fees, or by a combination of these. We will only accept a non-monetary benefit if it improves the quality of the service we provide to you.
You may choose to pay in full for our services by means of a fee. Where we receive commission on a product, we will not charge you a fee for the same advice unless we have agreed this with you in writing in advance.
A summary of all arrangements for any fee, commission, other reward or remuneration paid or provided to us, which we have agreed with product producers, is published on our website, www.completesolutionsfs.com, and is also available in our office.
Fees for life assurance, pensions and investment advice
Where we do not receive commission, or where you choose to pay by fee, we charge a service fee that depends on the complexity of the work, the time spent, and the nature and extent of the transaction. Our hourly rates are:
| Adviser | €200 per hour |
| Support staff | €150 per hour |
We will tell you in writing in advance and agree any fee with you before we carry out the work. Where it is not possible to give you the exact amount, we will tell you how the fee will be calculated.
Insurance-based investment products
We are paid by commission from the product producer for the advice we provide on insurance-based investment products, unless you choose to pay us by fee instead.
Ongoing remuneration (trail commission)
We may receive ongoing remuneration from product producers in respect of certain financial services provided to you. This remuneration may be based on a percentage of the value of your investment or pension fund or, where applicable, the premiums paid. Details of any ongoing remuneration applicable to the product recommended will be disclosed to you.
This remuneration contributes towards the ongoing servicing of your policy, such as responding to your queries, processing changes you ask us to make and providing information about your policy. It is not a commitment to carry out periodic suitability assessments (see Ongoing suitability below).
Mortgages
We may receive commission of up to 1% of the mortgage loan amount for arranging mortgage finance. This commission is paid by the mortgage lender through Brokers Ireland Network Services Limited following mortgage drawdown. The actual commission payable will be disclosed in the European Standardised Information Sheet (ESIS). Information on the variation in commission levels between lenders is available on request.
A mortgage application fee of €450 applies for arranging and submitting a mortgage application through Brokers Ireland Network Services Limited (BINS). This fee is collected by Complete Solutions and passed on to BINS.
The fee is payable when the completed mortgage application and all required supporting documentation are ready for submission. It is non-refundable once the application has been submitted, regardless of whether the application is approved or declined. Payment of this fee does not guarantee mortgage approval.
No additional arrangement fee is charged by Complete Solutions if a Loan Offer is obtained and the client subsequently decides not to proceed with the mortgage application.
Lenders may charge specific fees in certain circumstances. Where applicable, these fees will be specified in the Loan Offer. You have the right to pay a fee separately rather than include it in the loan. This typically arises in relation to specialist lending.
Ongoing suitability
Our standard service does not include ongoing or periodic suitability assessments of the investments, pensions or insurance-based investment products we arrange for you. Your adviser may arrange a review with you from time to time, and you can ask us for a review at any time.
Where we receive ongoing remuneration (trail commission), it relates to the ongoing servicing of your policy, as described under Charges and remuneration above, and not to periodic suitability assessments.
Regular reviews
It is in your best interests to review the products we have arranged for you regularly. As your circumstances change, your needs will change, which may leave you with insufficient cover or unsuitable investments. Please contact us so that we can give you up-to-date advice.
Your duty of disclosure
Consumers
When you apply for a policy, renew it or make a change to it, you must answer all questions asked by us or the insurer honestly and with reasonable care. The test is that of the “average consumer”, meaning a person who is reasonably well informed, observant and careful.
If you do not answer questions honestly and with reasonable care, the insurer may be able to rely on proportionate remedies for misrepresentation under the Consumer Insurance Contracts Act 2019. Depending on the circumstances, this may include reducing a claim payment and, in the case of fraudulent misrepresentation, the insurer voiding the policy. If a policy is cancelled by an insurer for any reason, you may find it difficult to buy insurance in the future.
Completed proposal forms or statements of fact will be given to you. These are important documents because they form the basis of your contract with the insurer. Please check that the answers are true and accurate.
Commercial (non-consumer) clients
You must tell us about any material change in the risk insured. Any failure to disclose material information may invalidate your claim and make your policy void.
Consumer Insurance Contracts Act 2019
The following rights and duties apply to consumers under the Consumer Insurance Contracts Act 2019. They do not apply to commercial (non-consumer) clients.
- If you take out a life insurance contract, you may cancel it by giving notice in writing within 30 days of the date you were told the contract is on cover. Cancelling releases you from any further obligation under the contract, and the insurer cannot charge you anything other than the premium for the period of cover. This right does not apply to life insurance contracts lasting six months or less.
- You must pay your premium within a reasonable time, or as set out in the terms of your policy.
- A court can reduce a claim payment to you if you are in breach of your duties under the Act, in proportion to the breach.
- You must notify the insurer of a claim within a reasonable time, or as set out in your policy, and cooperate with the insurer’s investigation by answering reasonable requests for information honestly and with reasonable care.
- If, after making a claim, you become aware of information that would support or prejudice the claim, you must disclose it. The insurer has the same duty.
- If you make a claim that is false or misleading in any material respect, knowing it to be so or not caring whether it is, the insurer is entitled to refuse to pay and to end the contract.
Conflicts of interest
Our policy is to avoid conflicts of interest when providing services to you. Our advisers must act honestly, fairly and professionally in your best interests. Where an unavoidable conflict of interest arises, we will tell you in writing before providing any service, and we will take all steps within our control to manage the conflict and reduce its impact on you. If you have not been told of any conflict of interest, you are entitled to assume that none arises.
Declan Holohan is responsible for managing potential conflicts of interest. A full copy of our conflicts of interest policy is available on request.
Default on payments
We will exercise our legal rights to receive any payment due to us from clients for services we have provided.
Product producers may withdraw benefits or cover, or apply penalties, if payments due under a policy or product we arranged for you are not made. Please see your policy documents or product terms for details.
Mortgage lenders may seek early repayment of a loan and interest if you default on your repayments. Your home is at risk if you do not keep up your agreed repayments.
Complaints
A complaint is any expression of dissatisfaction by a client, whether justified or not. You can make a complaint orally, by telephone, in person, by post or by email. We will give you the option of having an oral complaint dealt with under our formal complaints procedure.
Please send complaints to: Complaints Officer, Declan Holohan, Complete Financial Innovative Solutions Limited, Unit C, Daneswell Business Park, Monksland, Athlone, Co. Roscommon, or by email to admin@completesolutionsfs.com.
When we receive a complaint, we will:
- acknowledge it in writing within 5 business days;
- investigate it as quickly as possible and give you an update at intervals of no more than 20 business days;
- aim to resolve it within 40 business days. If it is not resolved within 40 business days, we will tell you when we expect to resolve it and that you can refer it to the Financial Services and Pensions Ombudsman; and
- send you a written report of the outcome within 5 business days of completing our investigation.
If you are still not satisfied with how we handled your complaint or with our response, you can refer it to the Financial Services and Pensions Ombudsman, Lincoln House, Lincoln Place, Dublin 2, D02 VH29. Telephone +353 1 567 7000. Website www.fspo.ie. A full copy of our complaints procedure is available on our website and on request.
Customers who need extra support
If there is anything that makes it harder for you to deal with us, such as a health condition, a bereavement, a change in your circumstances, or a preference for information in a different format, please tell us. We will do our best to support you and to adapt how we communicate with you.
Protecting you from fraud
We will never ask you to pay money for a policy, pension or investment into a personal bank account. If you receive a call, email or message that claims to be from us and you are unsure about it, do not act on it. Contact us directly using the details in these Terms of Business.
Data protection
We comply with the General Data Protection Regulation (Regulation (EU) 2016/679) and the Data Protection Act 2018. We are committed to protecting and respecting your privacy. We will only process your personal data in ways that are compatible with the purposes for which you gave it to us, as set out in our Privacy Notice.
Our Privacy Notice is given to all clients when we first collect their data and is available on our website at www.completesolutionsfs.com/privacy-policy. If you would prefer a printed copy, please ask us. Please contact us at admin@completesolutionsfs.com if you have any concerns about your personal data.
Compensation schemes
Investor Compensation Scheme
We are a member of the Investor Compensation Scheme operated by the Investor Compensation Company DAC (ICCL), established under the Investor Compensation Act 1998. The scheme provides for the payment, in certain circumstances, of compensation to certain clients (known as eligible investors) of authorised investment firms.
Compensation may be payable where money or investment instruments owed to or belonging to clients, and held, administered or managed by the firm, cannot be returned to those clients for the time being, and there is no reasonably foreseeable opportunity of the firm being able to do so. A right to compensation will arise only if you are an eligible investor as defined in the Act, the firm is not in a position to return client money or investment instruments, and your loss is recognised for the purposes of the Act.
Where a right to compensation is established, the compensation payable will be the lesser of 90% of your loss that is recognised for the purposes of the Act, or €20,000. For further information, contact the Investor Compensation Company DAC on (01) 244 4485.
Brokers Ireland Clients’ Compensation and Membership Benefits Scheme
We are also members of the Brokers Ireland Clients’ Compensation and Membership Benefits Scheme (BIC). Subject to the rules of the scheme, the liabilities of its member firms up to a maximum of €100,000 per client (or €250,000 in aggregate) may be discharged by the fund on a member’s behalf if the member firm is unable to do so, where the Investor Compensation Scheme above has failed to compensate a client of the member adequately. Further details are available on request.
Effective date
These Terms of Business are effective from 12 October 2026 and remain in force until further notice. We will keep them up to date.
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