Our AI principles

Our use of AI and other similar technologies reflects our organisational values and helps us to ensure we provide the best possible service to consumers and businesses.

Colleagues use their own judgement and expertise to resolve cases. We use AI and other similar technologies to support our service. We train our people to use AI responsibly and to understand the ethics of AI and new technologies.  

We are open with our colleagues and customers about why and how we use AI and their data, and how that affects them. We explain to customers how we reached their outcome and decision – and what we considered. 

Our security measures protect customer data and our AI models from manipulation or hacking. We use existing  third-party  AI models  but only share necessary data. That  data  is never used  to train external AI models.  

We handle AI responsibly to reduce bias and ensure everyone is treated equally.  

We consider ethics and compliance in our use of AI. Our governance and processes ensure clear lines of accountability for its deployment and use.