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Responsible Use of AI Policy

Our approach to AI

Whilst artificial intelligence (“AI”) technology may be complex, our philosophy at GetGround is simple: we use AI to make our services clearer, faster, and more useful for our customers, while staying true to our core values of transparency and trust. 

We are committed to fair and responsible use of AI. This policy explains our approach, the principles we follow, and the safeguards we have in place to protect our customers. 

Our AI principles 

We have set out the following principles, which guide the way we use AI technology: 

Human first: AI is harnessed by humans, for humans. AI is used to enhance the value delivered to our customers, first and foremost - we do not use AI for the sake of AI. The use of AI does not replace human judgement and creativity which are at the centre of making our service unique and delivering value to our customers.

Fairness and transparency: use of AI must be fair, explainable and transparent. We are open with how and why we use AI, and apply measures to detect bias and ensure fair outcomes for customers. 

Trust and security: security and data protection is at the heart of everything we do - AI is no exception. This means your information is always handled responsibly, stored securely, and processed only when it is necessary, lawful and with carefully vetted tools. 

How we use AI

Guided by our principles, we use AI to deliver value to our customers in the following ways: 

  • Data insights: improved accessibility to buy-to-let data, enabling our customers to make better informed investment decisions, more efficiently. 
  • Customer support: provide support to our customers, located across 80+ countries, so they can receive answers to their questions on a real-time basis without being bound to set working hours. 
  • Research and content: prepare draft content or communications, which are then reviewed and refined by our experts to ensure accuracy and clarity. 
  • Efficiency: where appropriate to do so, we automate repetitive tasks to enable our team to focus on delivering value in areas that require human judgement and creativity. 

What we don’t do with AI

Just as important as how we use AI, is our commitment to transparency and being open about what we do not use AI for. This includes:

  • Investment advice: AI does not replace the need for independent research and investment advice. We always recommend that our customers seek out independent advice if needed. 
  • Automated decision-making: we recognise that AI can inadvertently carry biases. Whilst we undertake robust reviews to mitigate bias, our commitment to fairness means we do not use AI for automated decision-making (i.e. decisions being made without human oversight). 
  • Sensitive data: processing of personal data is only permitted when necessary and using secure and approved tools. We will never ask you to provide sensitive or special category data to be processed using AI beyond those required to comply with regulatory requirements. 
  • Misleading content: we are committed to ethical and transparent use of AI. We will never use AI to create misleading or harmful content.

Our safeguards

We recognise that the use of AI poses risks. To ensure we live by our principles and do not compromise on fair and responsible use, we have established safeguards, including: 

  • Human review: AI models are subject to rigorous quality assurance and human review to detect inaccuracies and/or bias before making the service accessible to customers. 
  • Risk management: AI use cases and service providers are subject to risk assessment and robust scrutiny by our risk management functions. We do not permit the use of any high-risk AI systems (i.e. those with significant risks to fundamental rights, health and/or safety). 
  • Data protection: we apply the same high standards to protect your data when using AI, as we do across all our services. Further information over how we handle personal data is available in our Privacy Policy. 
  • Terms and conditions: we are transparent about the role of AI across our services. We explain this clearly in our terms and conditions, which are easily accessible to customers. 
  • Ongoing oversight: we recognise that AI technology is evolving quickly and in turn, so does the way we use AI. We monitor AI developments and best practices closely and update our policies and procedures accordingly. 

Contact us

If you have any questions about how we use AI, please contact us at gethelp@getground.co.uk and we’ll be happy to help.