Question to the HM Treasury:

To ask His Majesty's Government what assessment they have made of the implications for (1) consumer protection, and (2) financial stability, of emerging customer-facing trials of agentic AI systems in the UK banking sector.

The Government’s ambition is to make the UK a global leader in AI, leveraging our dual strength in financial services and AI to drive growth, productivity, and consumer benefits. Encouraging safe adoption is an essential part of realising that ambition.

The treatment of customers by UK banks and building societies is governed by the Financial Conduct Authority (FCA), whose independent regulatory powers ensure consumer protection in the financial services sector. The FCA’s Principles for Businesses require firms to provide prompt, efficient, and fair service to all their customers. The FCA’s Consumer Duty requires firms to act in good faith, prevent foreseeable harm, and act in the best interests of consumers.

UK banks are required to comply with relevant laws and regulations that are fundamental to consumer protection, including in any use of customer-facing agentic AI. In April 2024, the FCA published an update on its regulatory approach to AI, making it clear that where firms use AI as part of their business operations, they remain responsible for meeting FCA rules. Firms remain fully accountable for outcomes delivered by AI systems.

The Bank of England’s Financial Policy Committee (FPC) is responsible for identifying and monitoring risks to UK financial stability. In their April 2025 Financial Stability in Focus publication, they set out the potential benefits and risks to financial stability that could result from AI use in the financial system, including in relation to agentic AI. HM Treasury continues to work closely with the FPC and UK financial regulators to assess risks to financial stability.

The Government will continue to work with regulators and industry to ensure innovation proceeds safely and responsibly.