
How AI-powered banking tools are failing vulnerable customers
New research shows vulnerable customers are strong adopters of AI and digital banking, but are far more likely to experience failed payment journeys and poorer outcomes.
13 November 2025
by Payments Intelligence
• Finding: The UK and US have established a Transatlantic Taskforce for Markets of the Future to align regulation on digital assets and capital markets, with a 180-day reporting deadline.
• Why it matters: Early regulatory alignment on stablecoins and tokenised finance could prevent fragmentation in inherently global markets and give both jurisdictions competitive advantage over slower-moving regions.
• Who’s affected: Crypto firms, stablecoin issuers, banks exploring tokenised deposits, and payments infrastructure providers should prepare for converging compliance standards and potential cross-border interoperability frameworks.
Company | Direction | Investment |
|---|---|---|
Blackrock | US to UK | £7 billion on behalf of clients and £500 million into enterprise data centres across the country in 2026 |
Rothesay | UK to US | £7 billion in short-to-medium term, which amounts to doubling its investment in the US |
OakNorth | UK to US | £3.5 billion in increased capital and lending to support US operations |
Barclays | UK to US | More than £1.5 trillion ($2 trillion) in capital across the US in 2024 with ambitions to double this amount over the next decade |
The creation of the Taskforce and less stringent regulatory approach of the Trump administration are facilitating cross-border investment in the financial service industries of the UK and US.
Both countries have issued regulatory frameworks on cryptoassets and stablecoins in 2025. Alignment on these regulations is important given cross-border payments is one of the key draws for banks and retailers.
Removing regulatory barriers enables financial services firms on both sides of the Atlantic to grow, whilst fostering competition in each market. As collaboration extends into areas such as digital assets, capital markets, and sustainability disclosures, the transatlantic partnership has the potential to shape global financial standards and set a precedent for innovation-led regulatory cooperation.

New research shows vulnerable customers are strong adopters of AI and digital banking, but are far more likely to experience failed payment journeys and poorer outcomes.

UK merchants expect agentic commerce to grow rapidly, but uncertainty around liability, fraud, and standards is slowing readiness.

Stablecoins are moving into mainstream finance, reshaping payments, trade, and regulation as institutions explore faster, programmable settlement.
For PSPs and financial institutions, the proposed framework offers strategic flexibility:
The FCA emphasises that firms will likely maintain current limits in the short term, given technical challenges in updating point-of-sale terminals and limited appetite for increasing thresholds. Moreover, the majority of transactions fall well below £50, indicating minimal immediate operational disruption.
The FCA positions this reform as a mechanism to support economic growth and competitiveness:
The FCA estimates that increasing both single and cumulative limits to £150 and £450, respectively, could increase annual fraud by £31.3 million over three years, a 131% increase relative to current contactless fraud rates. However, this represents a worst-case scenario and is mitigated by PSP liability, transaction monitoring, and the consumer duty. The FCA considers this risk unlikely to materialise given current PSP incentives, technological advances in fraud detection, and evolving payment patterns.
The FCA has carefully considered the impact of removing prescriptive contactless limits on consumers with protected characteristics. Respondents highlighted potential concerns for older adults, those with disabilities, and vulnerable populations, who might face higher fraud risks or accessibility challenges.
The proposed guidance underscores that PSPs should:
This approach ensures that consumer duty obligations remain central while allowing firms the flexibility to innovate.

New research shows vulnerable customers are strong adopters of AI and digital banking, but are far more likely to experience failed payment journeys and poorer outcomes.

UK merchants expect agentic commerce to grow rapidly, but uncertainty around liability, fraud, and standards is slowing readiness.

Stablecoins are moving into mainstream finance, reshaping payments, trade, and regulation as institutions explore faster, programmable settlement.
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