AI usage policy

Mortgage Mode uses automated assistants to handle the first conversation about your enquiry. This page says exactly what they are, what they do, what they are not allowed to do, and how to switch them off. It should be read alongside the privacy notice, which covers the data itself.

Monty is an automated AI voice assistant. If you send an enquiry and agree to be called, Monty phones you to confirm the details you typed into the form and, where it makes sense, to book you in with a broker. The rules it operates under:

• It says what it is. Monty identifies itself as an automated assistant at the start of every call. It does not pretend to be a person, and if you ask whether it is an AI it says yes.
• Calls are transcribed, not kept as audio. A written transcript of the call is stored with your enquiry. The audio is deleted once it has been transcribed; we do not retain recordings of your voice.
• It gives no financial advice. Monty confirms facts and answers questions about the process. It does not recommend products, lenders, structures or courses of action, and it is instructed to say so if asked.
• You can have a human instead. Ask at any point in the call and we will arrange a callback from a person rather than continuing with the assistant.

The messages we send about your enquiry on WhatsApp and by text are also handled by an automated assistant, and the same rules apply in writing: it identifies itself as automated, it gives no financial advice, your messages and its replies are kept with your enquiry, and you can ask for a person at any time. Reply STOP to any message and the messages stop.

When your enquiry arrives it is graded automatically, using the loan to value you told us: broadly, lower borrowing against the property value earns a higher grade. The grade decides one thing only: which queue your enquiry goes into and how it is prioritised on our side.

It does not decide whether you can borrow. No automated system at Mortgage Mode approves or declines lending, sets a rate, or produces any legal effect on you by itself. A human adviser reviews the file, and any lending decision is made by a lender through its own underwriting. You can ask us how a grade was reached, and you can ask for a human to review it.

• It never presents itself as human.
• It never gives financial, tax or legal advice.
• It never makes a lending decision or commits a lender to anything.
• It never runs a credit search or asks for bank details.
• It never keeps a recording of your voice after transcription.

You can withdraw from automated contact at any time, in whichever of these is easiest, and it takes effect immediately:

• Reply STOP to any text or WhatsApp message.
• Tell the assistant on the call or in the chat.
• Email privacy@mortgagemode.co.uk.

Opting out of the assistants does not close your enquiry: a person can still deal with it in the ordinary way. Withdrawing consent, your data rights, and how to complain are covered in the privacy notice.