Consumers Want Independent Oversight and Human Help for AI

NatWest published a survey on Sept. 25, 2026, of roughly 2,500 customers that measured attitudes to the use of artificial intelligence by banks. Seventy-five percent of respondents said they want strong independent regulatory oversight of banks’ AI, and 81% named the ability to reach a real person when needed as the most important trust factor.

The poll measured personal use of AI tools as well as views on banking applications. Seventy-one percent of respondents use AI at least occasionally and 40% use it most days or every day. Fifty-seven percent said they were using AI more than they were six months earlier.

Respondents identified practical uses for AI in finance. Seventy-four percent said AI simplifies choices and makes everyday tasks easier, and 67% said it can improve customer service. On specific activities, 42% use AI to find deals, 38% for tips on saving money and reducing costs, 37% for advice on earning money, 36% to check information about fraud and potential scams, and 28% to explain complicated financial terms.

The NatWest report noted customer expectations around oversight and human support: “Banks have strong foundations in security, privacy, risk and governance, but customers do not expect institutions to mark their own homework.” The report added that customers want the “ability to connect to a real person when needed.”

NatWest executives positioned the findings alongside the bank’s technology strategy. Solange Chamberlain, retail CEO at NatWest Group, commented that customers are using AI in everyday life and expect banking to feel simpler and more personal while keeping access to human expertise. Scott Marcar, NatWest’s chief information officer, described the bank’s approach as “relationship-led and AI powered,” combining scaled AI insight with colleague empathy and judgement. NatWest reported £1.2 billion in technology spending in the previous year.

Regulators in the UK have signalled closer scrutiny of AI in financial services. The Financial Conduct Authority’s recent review described AI as a “defining force” that can improve access, personalisation and efficiency while also amplifying risks such as fraud, cyber security threats, consumer harm and market concentration. The review cited FCA research estimating around 11 million UK adults are likely to use AI that can act autonomously within pre-set goals.

The survey results show that customers use and value AI for convenience and personalised services while also seeking external oversight and a clear route to human support when decisions or problems require it.