At Ace Finance Co, we value our clients’ feedback and strive to provide the highest level of service possible. We welcome your compliments, concerns, and suggestions as they help us improve our services and better meet your needs.

Compliments

If you’ve had a positive experience with Ace Finance Co, we’d love to hear about it. Your compliments inspire and motivate our team to continue delivering exceptional service. Please share your thoughts with us by emailing info@acefinanceco.com , or using the contact form on our website.

 

Concerns and Complaints

 

Your satisfaction is our top priority, and we take all concerns and complaints seriously. If you are not satisfied with any aspect of our service, please let us know so we can address the issue promptly and effectively.

To raise a concern or complaint, follow these steps:

Contact your Ace Finance Co mortgage broker or representative directly. They will listen to your concerns and work with you to find a resolution.

Provide a detailed description of your concern and any relevant documentation to support your complaint.

We will acknowledge your complaint within five business days, thoroughly investigate the issue, and provide a response within 21 business days.

External Dispute Resolution

If you are not satisfied with the outcome of our internal dispute resolution process, you have the option to escalate your complaint to an external dispute resolution scheme. Ace Finance Co is a member of the Australian Financial Complaints Authority (AFCA), an independent organization that helps resolve disputes between consumers and financial service providers. You can contact AFCA at:

Australian Financial Complaints Authority

Website: www.afca.org.au

Email: ‍www.afca.org.au

Phone: 1800 931 678 (local call cost)

Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne Vic 3001

Your feedback is invaluable in helping us maintain a high standard of service and enhance our clients’ experience. Thank you for taking the time to share your compliments, concerns, or suggestions with Ace Finance Co.