Consumer Duty board report: AI section
Consumer Duty, Principle 12 and PRIN 2A
The AI section of your annual Consumer Duty board report: where AI apps read or act on customer records, and the safeguards around them.
What it covers
- Personal data redacted from tool results before the AI app saw it, by type: for example UK sort codes, account numbers and NI numbers.
- Governance checks that warned on or blocked a call, such as a draft that promised a guaranteed return.
- Which AI apps used which customer-facing tools, and how often.


