How to raise a concern with us, and how to escalate it if you are not satisfied.
If something has gone wrong, we want to hear about it directly and fix it. Please do not hesitate to raise a concern — a complaint made early is almost always easier to resolve.
We handle every complaint in line with SEBI and AMFI guidelines, and we keep a record of each one until it is closed.
Contact us directly. This is the fastest route and resolves most matters.
Ace Financial Services
Kaustubh Valimbe — AMFI Registered Mutual Fund Distributor
ARN-110832 | EUIN E155215
Pune, Maharashtra, India
Email: support@acefinservices.com
WhatsApp: +91 93733 34215
Please include: your name, PAN (last four characters are sufficient for identification), the folio or scheme concerned, what happened, and what outcome you are seeking.
Our timelines: we acknowledge complaints within 2 working days and aim to provide a resolution or substantive response within 7 working days. Where an Asset Management Company or registrar must be involved, resolution may take longer and we will keep you updated on progress.
Many issues — such as delayed redemptions, incorrect unit allotment, statement errors, or bank mandate problems — sit with the fund house or its registrar rather than with us. Every AMC operates a dedicated investor grievance channel, and their contact details appear on their website and in the Scheme Information Document.
The registrars serving most fund houses in India are CAMS and KFintech, both of which have their own investor service desks.
We will help you draft and file such an escalation, and follow it up on your behalf.
For matters relating specifically to the conduct of a mutual fund distributor, you may approach the Association of Mutual Funds in India (AMFI), the industry body with which our ARN is registered. AMFI publishes its investor grievance contact details at amfiindia.com.
If you are not satisfied after raising the matter with us and with the AMC, you may lodge a complaint with the Securities and Exchange Board of India through SCORES (SEBI Complaint Redress System), the regulator’s online grievance platform.
Website: scores.sebi.gov.in
SEBI toll-free helpline: 1800 22 7575 / 1800 266 7575
Under the current SCORES framework, a complaint is forwarded automatically to the entity concerned, which must respond within 21 days. If you remain dissatisfied, you may seek a first-level review within 15 days, and thereafter a second-level review, each within a defined window.
SEBI advises that you should first take up the grievance with the entity concerned before escalating to SCORES.
If your complaint remains unresolved, SEBI’s Online Dispute Resolution mechanism provides for conciliation and, where necessary, arbitration of disputes in the securities market. It can be accessed through the SEBI ODR portal, and complaints on SCORES may also be taken forward through this route.
Please note that SEBI has from time to time proposed changes to the ODR framework, so please refer to the SEBI website for the process current at the time of your complaint.
We will not penalise, deprioritise, or withdraw service from any investor for raising a complaint or for escalating it to a regulator. You are entitled to use every level of this process.
If you receive any communication claiming to be from us that asks for your password, OTP, net-banking credentials, or card details, it is not from us. We never ask for these.
Please report such contact to us immediately at support@acefinservices.com so that we can alert other investors.
Every complaint received is logged with the date of receipt, the nature of the issue, the action taken, and the date of closure. This record is maintained in accordance with applicable regulatory requirements.