AMBR complaints procedure
The AMBR complaints procedure runs by entity: to complain about a product or a service of a group entity, write to the entity that served you with your account details and what went wrong; you will receive an acknowledgement and a final response within the periods set out below, and you can escalate to the relevant regulator or dispute body if you remain dissatisfied.
Version 0.1, prototype text. Published .
In short
Complain to the entity that served you. You get an acknowledgement, then a final response, and you can escalate after that. Addresses and time limits have not been published yet and are marked "to be confirmed".
1. How to complain
What to include
- Your name and how to reach you.
- The product or entity you dealt with, and your account or reference.
- What happened, with dates and times.
- Screenshots, messages or statements that show it.
- The outcome you are asking for.
Where to send it
Send your complaint to the entity that served you: Amber Premium FZE in Dubai or Sparrow Tech Private Limited in Singapore. If it concerns Ambre, MIA or this website and you are not a client of either entity, send it to AMBR. A complaints email address and a postal address for complaints have not been published. Until they are, use the contact channels and addresses.
2. What happens next
A complaint moves through three steps. The time limit for each depends on the entity and its regulator. None has been published, so each is shown as open.
Acknowledgement
The entity confirms in writing that it has your complaint and tells you who is handling it.
time limit: to be confirmed
Investigation
The handler reviews the records, including what the agent showed you and what you approved, and may ask you for more information.
time limit: to be confirmed
Final response
You receive a written decision with the reasons, any remedy offered and how to escalate if you disagree.
time limit: to be confirmed
3. Complaints about an AI agent
If an agent's output was wrong, or an agent did something you did not expect, limit the harm first. Pause the task or the agent if the product gives you that control, and withdraw the agent's access at the brokerage, exchange or wallet you connected.
Then gather the evidence: the date and time, the output or the action as a screenshot or an export, what you asked for and what you approved. The route for Ambre users has not been published.
The guide on who answers for a loss when an AI agent is involved explains how responsibility is divided. The security page has the incident log and security contact, and the terms of use say what the agents' outputs are and are not.
4. Escalation by entity
If the final response does not satisfy you, you can take the matter outside the entity. The route differs by entity, and the external bodies have to be confirmed. The licences page names the licensed entities and regulators.
Amber Premium FZE (Dubai)
Amber Premium FZE is licensed by VARA under VASP Licence VL/26/03/003 and is permitted to serve Institutional Investors and Qualified Investors. Its regulator is the Virtual Assets Regulatory Authority in Dubai.
Sparrow Tech Private Limited (Singapore)
Sparrow Tech Private Limited, trading as Amber Premium Singapore, is licensed by MAS as a Major Payment Institution for digital payment token services. Its regulator is the Monetary Authority of Singapore.
The learn hub has guides to AI agents and who answers for them.
Ready to raise a complaint?
The contact page lists every published channel and the address of each licensed entity.