Purpose

This policy explains how automated tools and artificial intelligence (“AI”) are used on our website and within our business, and the safeguards in place to ensure transparency, regulatory compliance, and good customer outcomes.

How we use AI

We use limited automation and AI tools, including AI-enabled call-handling and enquiry-routing systems (such as Drop call), to support:

• Initial enquiry handling and call routing

• Provision of general, non-advisory information

• Appointment booking and administrative efficiency

These tools are designed to improve responsiveness and efficiency only.
They are not used to provide regulated mortgage advice or make lending decisions.

No advice or decision-making

AI and automated systems used by us:

• Do not assess affordability or creditworthiness

• Do not recommend lenders or mortgage products

• Do not determine suitability or outcomes

All regulated mortgage advice is provided only by a suitably authorised human adviser, following a full assessment of your circumstances.

Transparency and human oversight

Where automation is used:

• We aim to make it clear when a client is interacting with an automated system

• Automated interactions are subject to human oversight

• Any enquiry requiring advice or interpretation is escalated to a qualified adviser

We regularly review our systems to ensure they operate as intended and remain appropriate.

Data protection and privacy

AI and automated tools operate in line with our Privacy Policy and our obligations under UK GDPR and the Data Protection Act 2018.

In particular:

• Personal data is processed only for legitimate business purposes, such as responding to enquiries or arranging appointments

• Automated systems may temporarily process contact details and enquiry information to route or manage communications

• Personal data is not used to train external AI models and is not shared with third parties other than trusted service providers acting under appropriate data-processing agreements

• Data is retained only for as long as necessary and handled securely

Full details of how personal data is collected, used, stored, and your rights as a data subject are set out in our Privacy Policy.

Consumer Duty

Our use of AI and automation supports:

• Clear, fair, and not misleading communications

• Good customer understanding

• Appropriate access to timely human support

We do not rely on automation in a way that could result in poor consumer outcomes or remove access to a qualified adviser.

Review

This policy is reviewed periodically to ensure it remains appropriate, compliant, and aligned with regulatory expectations and our Privacy Policy.