File a Complaint

Our Commitment to Customer Satisfaction

At ACE Money Transfer, we strive to deliver exceptional service to all our customers. We understand that trust is earned through consistent, high-quality experiences. Should our services ever fall short of your expectations, please know that your concerns are taken seriously. Your feedback not only helps us resolve individual issues but also drives improvements across our entire operation, ensuring that our remittance services remain secure, reliable, and transparent.

How to File a Complaint

We offer multiple convenient channels for you to share your concerns. Please choose the option that best suits you.

Email Us

Send your complaint to our Complaint Handling Team at complaints@acemoneytransfer.com. Please include relevant transaction details (if applicable) to help us understand your issue.

Chat with Us

You can also file your complaint directly through chat option available 24/7 in your login in ACE Money Transfer Mobile App or on Website. Just provide the details of your issue there, and our team will guide you through the process and ensure your concerns are addressed promptly.

Call Us

You can also contact us by dialing the appropriate number for your country listed below.

Our Complaint Handling Process

We take customer concerns seriously and pride ourselves on a resolution process that’s thorough, transparent, and designed with your satisfaction in mind. Our experienced team works diligently to understand and address each issue with care, aiming to provide a fair outcome on your complaint. If further support is needed, we make it easy to explore next steps, offering clear guidance for any follow-up or escalation. Your peace of mind is our priority every step of the way.

Why Your Complaint Matters?

We see every complaint as more than just a problem to solve—it’s a chance to improve. Your feedback plays a vital role in helping us:

• Each issue helps us identify where we can do better, leading to meaningful enhancements across our services.
• Your voice promotes transparency and helps us build a stronger culture of responsibility.
• By learning from your experience, we can deliver better, more reliable service to all our customers.

Still Not Fully Satisfied with the Outcome?

At ACE, we are committed to handling every complaint with transparency, care, and fairness. However, if you believe your concern hasn’t been fully resolved, you have the right to escalate the matter to an independent authority in your region. Please find the relevant contact information below:

United Kingdom

You can contact the Financial Ombudsman Service (FOS) for an impartial review of your complaint:

Website: www.financial-ombudsman.org.uk
Phone: 0800 023 4567 (free from UK landlines and mobiles)
Email: complaint.info@financial-ombudsman.org.uk

Australia

You can reach out to the Australian Financial Complaints Authority (AFCA) for independent dispute resolution:

Website: www.afca.org.au
Phone: 1800 931 678 (free call within Australia)
Email: info@afca.org.au

Europe

You may contact the Financial Ombudsman (Rzecznik Finansowy) or to submit a complaint regarding our financial service:

Website: https://rf.gov.pl
Phone: +48 22 333 73 26, +48 22 333 73 27
Email: biuro@rf.gov.pl
Fax: +48 22 333 73 29

Canada

You can contact the Financial Consumer Agency of Canada (FCAC) for support with your financial complaint:

Phone(English): 1-866-461-FCAC (3222)
Phone(French): 1-866-461-ACFC (2232)
From outside Canada: +1 613-960-4666