Financial services & lending

Every customer message needs a record. Every decision needs a name.

Banks, lenders and payments firms already run AI at scale — Consumer Duty and SM&CR expect you to know what each use case does, what data it sees, and who is accountable.

Start your AI health check See the Financial services bundle

Financial services & lendingGenWA · sector view

75%

of UK financial firms use AI; the median firm runs nine use cases (Bank of England/FCA, 2024)

46%

only partly understand the AI they use (Bank of England/FCA, 2024)

1 in 3

use cases are third-party implementations (Bank of England/FCA, 2024)

What your regulator has said

Accountability stays with a named person.

PRA SS1/23 (April 2026): model risk, including AI and vendor models, sits with a named Senior Management Function holder. The Treasury Committee has asked the FCA for guidance on Consumer Duty and AI, and for clear accountability frameworks for AI-caused harm, by the end of 2026.

Regulator statements summarised from the published guidance; see the sources on the Problems page. This supports compliance; it is not legal advice.

Where AI is already used

Customer communications and collections letters
Complaints handling and triage
KYC, onboarding and fraud checks
Credit and affordability analysis (decision support, not decisions)

What goes wrong

Automated decisions without a documented human check
Customer data in unmanaged tools
Third-party AI features nobody has assessed

What we do

Gateway and Ledger on every customer-facing AI. Comms with a compliance pass and category-based sign-off. Contact on Amazon Connect with 100% monitoring. Rules that names where AI must not decide. Evidence Packs for the regulator.

Suggested agent bundle

Four agents, trained for this sector.

01Collections communicationsNamed owner in your business · runs in your cloud or ours

02KYC and onboarding checksNamed owner in your business · runs in your cloud or ours

03Complaints triageNamed owner in your business · runs in your cloud or ours

04Contact-centre adviser assistNamed owner in your business · runs in your cloud or ours

Meet the team

Built in for this sector

The rules, as controls.

FCA Consumer Duty
PRA SS1/23 model risk (Apr 2026)
CONC and DISP
SM&CR
Money Laundering Regulations 2017
UK GDPR and DUAA

The first ninety days

StartSet up with your teamRegister across managed accounts and the systems this sector runs on, set up by our team with your IT lead. Nothing for your people to install.

48 hFirst findingsEvery tool, account and pound. Personal accounts named. Sector rules checked.

Day 10Report and planAudit, evidence pack outline, 90-day plan, and the cost of doing it with us.

Day 90Under controlGateway live, rules enforced, first agent on a job with a named owner, value register running.

insight.genwa.co.uk/overview

AnalyseOverview AI register Teams Cost MeterGuardRules Change ControlEvidenceAudit log EvidenceAutomateAgents Value register

Overview · September 2026example data · 310 people

Policy breaches · 30 days143 open · 11 resolved

Data stopped before leaving128items redacted or blocked

Personal AI accounts31 → 4migrating to managed

Spend vs budget£11,240of £14,000 · saved £4,870

Issues detected · needs attention first

Issue	Rule	Severity	Owner	Status
Payroll file uploaded to an external AI tool	R-15	High	HR Director	Blocked · reviewed
31 personal AI accounts found in Sales	R-02	High	Head of Sales	Migrating · 27 done
Customer data in a prompt without redaction	R-01	High	Ops lead	Redacted · 0 left
Premium model used for internal drafts · 412 requests	R-07	Medium	Engineering lead	Rerouted
CRM "AI assist" running without a DPIA	Policy	Medium	Head of Sales	DPIA in progress
Agent attempted an external email	R-12	Low	S. Reid	Held · approved

Value registerwhat AI has actually done for the business · example data

Jobs solved · complete3of 6 in flight

Cost to date£41,900forecast £46,500

Return · annualised£357,400from completed and live jobs

Schedule variance−2 daysnet across register

Job	Owner	Effort	Cost to date	Forecast	Actual	Variance	Return / yr	Status
Migrate personal accounts to managed	IT Director	12 d	£4,200	£6,000 · 20 d	£4,200 · 12 d	−£1,800 · −8 d	risk	Done
Route everyday tasks to standard tier	FD	3 d	£900	£1,200 · 4 d	£900 · 3 d	−£300 · −1 d	£58,400	Done
Payroll upload block (R-15)	HR Director	1 d	£300	£300 · 1 d	£300 · 1 d	0	risk	Done
Collections letters via Comms agent	Head of Collections	18 d	£11,600	£14,000 · 25 d	—	on track	£96,000	In progress
KYC document checks	Head of Onboarding	9 d	£5,100	£9,000 · 15 d	—	on track	£61,000	In progress
Contact-centre adviser assist	Head of CS	26 d	£19,800	£16,000 · 20 d	—	+£3,800 · +6 d	£142,000	At risk · vendor delay

Effort, cost and return are recorded against each job as it happens. Done means the job is solved in production with its owner’s sign-off, not that a licence was bought.

Questions we are asked

From this sector.

Do you understand Consumer Duty?

Our founders ran FCA-regulated lenders and a bank's technology under it. The Comms agent's compliance pass was designed around it.

Will the FCA accept AI-drafted communications?

The FCA regulates outcomes, not tools. What it expects is that you can show the checks, the sign-off and the record. The ledger is that record.

Where does our data go?

Nowhere new. Everything runs inside your own cloud account. Nothing routes through GenWA's infrastructure. Sensitive data is removed before a request leaves your environment.

Find out where your AI stands. Then decide.

Under a minute, an upload, or a visit. Something for the board either way.

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