AI usage policy
How we use AI to contact you and book your call, what it can and cannot do, and how a person stays in charge.
What Monty is
Monty is an AI assistant that schedules calls. It calls you or messages you after you enquire, confirms the figures you gave us, asks a few questions about the property and the loan, and books a 30-minute phone call with one of our specialists, who is a real person.
Monty always says it is an AI assistant. It never pretends to be a person.
What Monty will not do
- Give financial advice, recommend a product, or say whether you will be approved.
- Quote rates, fees or lenders.
- Run a credit search or ask for bank details, your date of birth or your address.
- Discuss your enquiry on a call you make to us, because caller ID can be faked; it sends you a message instead.
- Book or change anything you did not choose: times come from our specialists’ real availability and you pick one.
Calls are transcribed, not recorded
We keep a written transcript of each call with Monty and the answers taken from it, for 12 months. Audio recording is switched off, and our systems have nowhere to store a recording.
A person is always available
Say “I’d rather speak to a person” on a call, or reply to any message, and we arrange for a member of the team to call you. Our team can see every conversation and can step in at any time.
Anything unusual (a complaint, a sign that you may be vulnerable, a question Monty cannot answer) goes to a member of the team.
How we keep it safe
- Monty’s opening words and disclosures are fixed text, checked automatically on every call.
- Every reply is checked by fixed rules and by a second, independent AI model before it is sent; if a check fails, a fixed safe reply is sent instead.
- The AI models receive only the text needed for the reply, never your phone number or email address, under terms that they do not train on it.
- Saying STOP, or telling Monty you do not want to be contacted, stops all automated contact immediately.
Assessing your enquiry
Monty does not decide whether to book you. A fixed set of written rules does, and a person can always review it. Our privacy notice explains how this works and how to ask for a review.
Which AI services we use
Calls run on Vapi with its speech-to-text and text-to-speech providers. Written replies come from an OpenAI model, checked by an Anthropic model. Our privacy notice lists every provider, where it processes data and the safeguards for transfers.
Questions
Email privacy@mortgagemode.co.uk.