In January 2026, the UK Treasury Committee released a report titled “Artificial Intelligence in Financial Services,” raising alarms about the inadequacy of major public financial institutions, including The Bank of England, the Financial Conduct Authority (FCA), and the HM Treasury, in managing the risks associated with the growing application of artificial intelligence (AI) in the financial services sector.
The report highlighted that over 75% of financial services firms in the UK are now utilizing AI technologies, with insurers and international banks leading the way in adoption. While acknowledging the significant benefits that AI can offer to consumers, the report emphasized the necessity for practical guidance to help firms implement consumer protection regulations effectively in their AI usage.
In September 2025, the Chartered Insurance Institute (CII) organized a roundtable discussion to investigate how AI is being leveraged to identify and assist vulnerable customers. This event drew participation from industry representatives, along with regulatory, ethical, and technology specialists. The FCA’s Consumer Duty regulation mandates that market firms demonstrate their commitment to delivering consistently positive outcomes for customers. The roundtable discussions underscored how the rapid advancement of AI is compelling many firms to strategize on harnessing this technology to better detect customer vulnerabilities and enhance support.
Participants at the roundtable concurred that AI can provide maximum value when it complements human judgement rather than supplanting it, serving as an added layer of support. The application of AI in developing objective assessment frameworks allows firms to systematically identify vulnerability among customers, which is particularly crucial in today’s complex financial landscape.
The roundtable attendees also acknowledged the importance of ongoing AI literacy training programs, ensuring that personnel operating AI tools are not only technically proficient but also ethical and empathetic in their interactions. Such training is essential to maintain unbiased AI technologies and to ensure their usage aligns with the right objectives.
The CII’s subsequent report, summarizing the insights from the September roundtable, articulated key guiding principles for AI implementation across the financial services sector. It asserted that successful integration of AI necessitates more than just technical deployment; teams must be equipped to critically interpret AI outputs, challenge incongruent recommendations, and respond with empathy to customer needs.
The need to cultivate appropriate skills in the workforce regarding AI deployment has garnered attention from the Financial Services Skills Commission (FSSC). In May 2025, the FSSC released a report titled “Unlocking AI’s Potential: The Skills That Matter,” which concluded that the financial services sector will be most significantly affected by AI advancements. Mirroring the discussions at the CII roundtable, the FSSC report articulated that while AI has the potential to revolutionize customer service in the sector, this transformation hinges on the implementation of training programs designed to bridge existing skills gaps, particularly in adaptability, relationship management, and empathy.
As 2025 drew to a close, the FSSC was commissioned by HM Treasury to conduct a comprehensive study evaluating the impact of AI on the financial services workforce and skills. This research aims to identify the essential skill sets required for the sector to effectively drive growth and productivity through AI adoption. The FSSC is actively engaging in research efforts to ensure a thorough evaluation, having already completed a sector-wide call for evidence.
The ongoing dialogue within the financial services sector underscores the recognition that collaborative efforts are crucial for responsible and effective AI deployment. Insurers, in particular, are poised to take a leading role by embedding AI into robust governance frameworks, investing in workforce development, and ensuring that technology enhances rather than replaces human judgement.
By prioritizing these initiatives, the industry can unlock the full potential of AI while safeguarding customer interests, fortifying trust, and delivering on the mandates outlined by the Consumer Duty regulation.
The future of financial services seems increasingly intertwined with AI, and balancing innovation with responsibility will be key as the sector navigates this transformative landscape.
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