Only around half of advisers use technology to support Consumer Duty compliance, according to sector research, as the FCA continues its supervisory work. At the same time, the Renters’ Rights Act is reported to be increasing compliance and administration demands for letting agents, with 62.5% saying their teams now spend more time on these tasks.
AI-enabled workflow tools can assist with call and file-note summaries, missing-information prompts, vulnerability indicators, outcome monitoring and management information. But firms need strong controls: advisers must review outputs, protect client data, test for inaccurate or biased results, and retain evidence of how technology supports good customer outcomes. The regulatory direction is clear: efficiency is valuable only where it improves, rather than obscures, accountability.