Our Approach to AI and Technology
We use Artificial Intelligence (AI) and related technologies to support our role as an independent and impartial dispute resolution body in the motor industry. These tools help us manage and analyse large volumes of information efficiently, but all decisions are made by our people, applying judgement, expertise and fairness in every case.
Human judgement first
Trained case handlers and adjudicators remain responsible for every decision we make.
AI is used to support the process by structuring information, highlighting key details and improving efficiency, but it plays no role in determining outcomes.
Clarity and openness
We are clear about how and why we use AI within our processes.
Customers and stakeholders are informed about how information is handled and how technology supports our work.
Accessible for all
We use technology to improve accessibility and ensure our services are inclusive.
This includes making information easier to understand, supporting different communication needs, and helping customers engage with us regardless of their circumstances.
AI supports this by helping us present information clearly and consistently, while our teams ensure individual needs are fully understood and met.
Protecting data and trust
We handle all customer information with the highest standards of security and confidentiality.
AI tools are implemented in a controlled and secure environment. Maintaining trust is fundamental to our role as an Ombudsman.
Fair and consistent outcomes
We use technology to support consistency and quality across cases.
We actively monitor our tools and processes to safeguard against bias and to support fair, impartial outcomes for all parties.
Responsible use of technology
We take a measured approach to adopting AI, using it only where it genuinely improves our service, considering risks, cost, impact, and ethical implications before implementation.
