CoPilot privacy notice

CoPilot uses large language models (LLMs) – a type of artificial intelligence (AI) algorithm – that uses deep learning techniques to understand, summarise, predict, and generate content.

We use CoPilot to enhance staff productivity and efficiency. We may use CoPilot to: :

• generate pre-read material in preparation for meetings
• summarise emails, documents, text and highlighting key themes or messages
• locate information held at the Financial Ombudsman Service or on the web
• create templates or first drafts of papers or policies
• review and share insight from consultation responses.

The Financial Ombudsman Service’s data, used with CoPilot, is stored in our secure Microsoft Azure tenant. This is held in the UK and is not used for training Microsoft models.

Where customer data may be processed by CoPilot inadvertently, it is processed under the lawful basis of:

• 'public task' to fulfil our legal and statutory duties under the legislation, or
• in the alternative, ‘legitimate interest’.

• All direct outputs from CoPilot are marked with ‘AI-generated content may be incorrect’ and are verified by a human being.
• CoPilot is not used in our case handling process or to investigate or resolve complaints.
• CoPilot does not have access to our case handling system, which houses our customer data.
• We don’t take any decisions based on CoPilot output.

For information about rights and how we use your data, please see our main privacy notice.