Artificial intelligence (AI) could be embedded into every aspect of a financial services business by 2030 as millions of savers and investors are already making use of the tools, research by the Financial Conduct Authority (FCA) has found.
The City watchdog asked executive director Sheldon Mills to review how advances in AI could transform retail financial services.
The Mills Review, published this week, found one in five UK adults - equivalent to 11 million UK adults - are already open to AI making decisions for them in areas such as pensions and investments but there are concerns about trust and control.
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The review found that while AI has the potential to improve access, personalisation and efficiency, it could also amplify risks associated with fraud, cybersecurity, consumer harm and market concentration.
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Mills said: “Artificial intelligence will transform financial services by 2030. It creates significant opportunities for consumers, firms and the wider economy. This report sets out a roadmap for how industry regulators and government can prepare for the next phase of AI-driven change in our world-leading financial services sector.”
Here is how the FCA expects AI to reshape financial services.
Changing roles in financial services
The regulator suggests human roles in financial services will change.
It highlights that many firms are already piloting and rolling out AI tools and by 2030 they could be more independent and cover every function from customer support and underwriting to compliance, claims and product design.
AI may become the main method by which they process information, serve customers, and evidence outcomes, the FCA suggests.
This could mean the role of people within firms changes from operators close to each decision towards collaborators, approvers and, eventually observers who monitor outcomes and step in when systems move outside agreed parameters.
The FCA said: “This is a substantial organisational shift, requiring new skills and a clearer account of what human oversight actually involves.
“Firm governance will extend existing model risk management to cover more complex systems and deeper reliance on third-party providers. Successful AI deployment should lift productivity and support economic growth, though the benefits will reach consumers only where firms remain accountable and markets stay competitive enough to pass them on.”
The review suggests the human role becomes one of challenge, judgement and review rather than direct production of every output.
The rise of agentic AI
Consumers are increasing using AI applications to act on their behalf and automatically follow preset instructions, known as agentic AI, and the FCA predicts this could grow in financial services.
This may involve easier bank switching, embedding insurance into other platforms, auto-rebalancing in savings and investments and pension pot consolidation.
The FCA said: “Overtime, AI systems will move beyond offering information and recommendations towards trusted AI agents that can act continuously for consumers within agreed limits, providing ongoing financial management and optimising people’s financial lives.
"If done well, this could help consumers achieve more while doing less, addressing long-standing problems such as low switching, advice and protection gaps, and improving outcomes for people with lower financial capability.”
The FCA warns that consumers will still need to be able to oversee, understand and challenge AI-driven decisions, especially when things go wrong, the report adds: “Unequal access to high-quality applications risks widening inclusion gaps - but well-designed AI systems also present an opportunity to radically improve outcomes for those who need more support.”
Changes in market power
The rise of AI could reshape who holds the power in financial services.
Investors and savers may flock to well-known investment platforms or providers now but the FCA says AI has the potential to drive greater beneficial competition in financial services and to support new entrants.
This could make the suppliers more powerful and there are risks of dependance on a few technology firms.
The FCA said: “Control of the AI-mediated customer interface may become a major source of market power.
"As consumers rely on agents to search, compare and transact, the owner of that AI layer may influence which products are visible, how choices are ranked and where value is captured, shifting the customer relationship away from financial services providers.”
AI risks
While AI could help consumers manage their finance more effectively, the FCA review wants that there will also be more fraud risks.
The report said: “Deepfakes, synthetic identities and personalised social engineering are taking fraud and cyber risks into a new era and changing how fraud and cyber-attacks are conducted. Existing weaknesses can be exploited far more quickly than before, and defenders will need to keep pace.
“Defensive, supervisory and enforcement capability must evolve at least as quickly as the threat. To remain effective, firms, regulators and their partners will need access to many of the same AI capabilities as those used by attackers.
"They will also need to share the right information with those best placed to act, when it matters and before harm escalates.”
Is AI regulated?
Artificial intelligence isn’t regulated but Mills suggests that existing rules such as the Consumer Duty and Senior Managers Regime should cover some of the risks associated with how savers and investors may use AI.
The review does add that regulation may have to evolve though to focus on shared models between firms though rather than focusing on individual conduct.
It also suggests that the FCA review AI tools such as ChatGPT and Claude to assess if there are regulatory overlaps and risks in the results generated.
Commenting on the report, Amal Jolly, chief executive of the AI company Saturn, which specialises in financial advice, said: "AI brings new opportunities to close the advice gap, improving the financial lives of millions of adults, but as this report shows it also brings huge risks.
“In financial services, AI is the new Wild West: consumers are left with no protection. Only 9% of people have access to regulated human financial advisers, but 100% of people have access to ChatGPT and other AI platforms. This is not just a theoretical problem, but can cause real harm to people who are entrusting major life-changing financial decisions to unregulated AI.”
