Complaints procedure

CML Financial Limited, trading as Medical & Pharma Financial Services, aims to provide a high standard of service to all our clients. If you are unhappy with any aspect of the service you have received, we want to hear about it and will work to resolve the matter promptly and fairly.

How to make a complaint

Please put your complaint in writing so we can record and address it properly. Send it to:

The Compliance Officer
CML Financial Limited
The Business Centre, Lisfannon
Buncrana, Co. Donegal
F93 Y2NA

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Include your full name, contact details, any relevant policy or account reference numbers, a clear description of the issue, and the outcome you are seeking.

What happens next

We will acknowledge your complaint in writing within 5 business days. The Compliance Officer or a designated senior member of the firm will then investigate the matter. If we have not resolved it within 20 business days, we will write to you with a progress update and continue to do so at intervals of no more than 20 business days. We will issue a final response within 40 business days of receiving your complaint, setting out the outcome of our investigation and any action we propose.

If you remain dissatisfied

If you are not satisfied with our final response, or if 40 business days have passed without one, you have the right to refer your complaint to the Financial Services and Pensions Ombudsman (FSPO). The FSPO is an independent body that resolves complaints from consumers about financial service providers.

Financial Services and Pensions Ombudsman
Lincoln House, Lincoln Place
Dublin 2, D02 VH29

Phone: 01 567 7000
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Website: www.fspo.ie

Data protection

Personal information provided as part of the complaints process will be handled in accordance with our obligations under the General Data Protection Regulation (GDPR) and the Data Protection Acts 1988 to 2018. Your information will be used solely to investigate and resolve your complaint and will be retained in line with our data retention policy and regulatory requirements.

CML Financial Limited is regulated by the Central Bank of Ireland. CBI Registration No. C46840.