AI in Financial Services—Consumer Protection Challenges in the Age of Artificial Intelligence

Subscribe and Listen

In today’s episode of the award-winning Consumer Finance Monitor Podcast, our host, Alan Kaplinsky (founder, chair for 25 years and now Senior Counsel of the Consumer Financial Services Group at Ballard Spahr LLP) is joined by Delicia Hand, a nationally recognized expert on digital civil rights, AI governance, and consumer protection who leads AI policy initiatives at Consumer Reports. The discussion centers on Consumer Reports’ recently released report, AI and Consumer Finance: A Landscape Analysis of Market Forces, Evaluation Frameworks, and Regulatory Gaps, and examines how AI is reshaping consumer finance while exposing important gaps in existing regulatory frameworks.

Key topics discussed are:

• Why approximately 75% of consumers express concern that AI could result in bias or unfair treatment in financial services, while only 8% believe current laws adequately protect them.
• Whether the rapid adoption of AI is being driven more by competitive pressures than by demonstrated consumer benefits.
• Consumer Reports’ proposed framework for evaluating AI systems used in financial services, including twelve key dimensions designed to assess whether AI systems adequately protect consumers.
• The growing use of AI in credit underwriting and lending, including both its potential to expand access to credit and its potential to perpetuate existing biases.
• The increasing use of algorithmic and personalized pricing and the consumer protection concerns raised by AI-driven pricing models.
• The risks associated with consumers relying on general-purpose AI systems as financial advisors despite the absence of traditional fiduciary obligations or regulatory oversight.
• Privacy concerns arising from AI systems that access consumers’ financial account information through data aggregation services.
• The need for meaningful consumer redress mechanisms when AI systems make mistakes, including access to human review and effective dispute resolution.
• The absence of a comprehensive federal framework governing AI in financial services and the unresolved questions surrounding accountability among AI developers, financial institutions, and other participants in the AI supply chain.

This episode will be of particular interest to banks, fintech companies, financial services providers, compliance professionals, regulators, and attorneys seeking to understand the rapidly evolving legal and policy landscape governing the use of artificial intelligence in consumer finance.

Consumer Finance Monitor is hosted by Alan Kaplinsky, Senior Counsel at Ballard Spahr, and the founder and former chair of the firm's Consumer Financial Services Group. We encourage listeners to subscribe to the podcast on their preferred platform for weekly insights into developments in the consumer finance industry.

View a transcript of the recording here.

Copyright © 2026 by Ballard Spahr LLP.
www.ballardspahr.com
(No claim to original U.S. government material.)

All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, including electronic, mechanical, photocopying, recording, or otherwise, without prior written permission of the author and publisher.

This alert is a periodic publication of Ballard Spahr LLP and is intended to notify recipients of new developments in the law. It should not be construed as legal advice or legal opinion on any specific facts or circumstances. The contents are intended for general informational purposes only, and you are urged to consult your own attorney concerning your situation and specific legal questions you have.