Central Bank rules outline how AI can be safely used when accessing financial services.
Dubai: Artificial intelligence is already helping banks in the UAE approve loans, detect fraud and manage customer service. The Central Bank of the UAE has now introduced clear guidelines to ensure this technology is used responsibly and that customers remain protected.
1. AI must protect your rights as a customer
The guidance is designed to ensure that consumer rights are safeguarded as banks expand their use of AI. In other words, faster and more advanced digital services should never come at the expense of fairness, transparency or trust.
2. Banks must use AI responsibly — not without limits
The Central Bank said the new rules establish a clear framework to guide financial institutions in the safe and responsible use of artificial intelligence and machine learning. This means banks cannot deploy the technology in ways that are opaque, high-risk or poorly controlled.
3. Senior management is accountable
AI-driven decisions are no longer just a technology issue. Banks must put strong governance and oversight structures in place, with boards and senior management held responsible for how AI systems are selected, monitored and managed.
4. AI decisions must be fair and non-discriminatory
The guidance places fairness at the heart of AI use in banking. Financial institutions must ensure their AI systems do not produce biased or discriminatory outcomes — particularly in sensitive areas such as loan approvals, pricing and insurance underwriting.
5. You must be told when AI affects you
Transparency is mandatory. Banks must clearly disclose when AI is used to make decisions that affect your access to financial products and services. They must also be able to explain how those decisions were reached.
6. Humans must stay in control
AI systems cannot operate on autopilot. The rules require effective human oversight, meaning automated decisions must be supervised and subject to review or intervention whenever necessary.
Customers must also have the option to request a human review or seek clarification of decisions made by AI systems.
7. Your data must be protected
Data governance and privacy are central to the framework. AI systems must comply with data protection requirements and include strong safeguards to prevent misuse or unauthorised access to sensitive personal information.
8. Innovation is allowed — but with limits
The Central Bank said it aims to strike a clear balance between enabling technological advancement, ensuring consumer protection and maintaining financial stability. AI must not be used for manipulative sales practices, and banks remain fully responsible for its use — even when the technology is supplied by third-party vendors.
Bottom line
According to the Central Bank of the United Arab Emirates, the guidance establishes a clear framework for the responsible use of artificial intelligence and machine learning in the financial sector, while reinforcing strong governance, transparency, human oversight and data protection.
For everyday users of banking and financial services in the UAE, the message is clear: AI may make services faster and smarter, but the new rules are designed to ensure it remains fair, secure and fully accountable to you.
