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30 July 2026
Home Legal AI Public Policy

Policy

AI Public Policy

  • 1. Introduction
    a. This policy outlines the ethical use of Artificial Intelligence (AI) technologies within Acuigen ("Acuigen", "we", "our" and "us") and our client feedback platform CustomServe.
    b. It applies to all employees of Acuigen and users of CustomServe (“Users”, “Clients”).
    c. Acuigen may utilise third-party artificial intelligence services, including Microsoft Azure AI services and other approved providers, in accordance with this policy.
  • 2. Compliance with UK Legislation
    a. All AI technologies used within Acuigen will comply with the relevant UK legislation, including but not limited to the UK Data Protection Act 2018, the General Data Protection Regulation (GDPR), the Equality Act 2010, and the Human Rights Act 1998.
    b. Acuigen will monitor developments in UK AI regulation and guidance issued by relevant regulators, including the Information Commissioner's Office (ICO), Equality and Human Rights Commission (EHRC), and other applicable authorities.
    c. While we ensure compliance, some aspects are managed by our service provider, Microsoft Azure. We commit to choosing providers that adhere to these regulations.
  • 3. Ethical Use of AI
    a. AI technologies will be used in a manner that respects human rights, diversity, and the personal dignity of all individuals. We rely on Azure OpenAI’s built-in safeguards to prevent unfair bias and ensure ethical use.
    b. We are committed to monitoring and reporting any issues that arise.
  • 4. Human Oversight
    a. Acuigen encourages users of CustomServe to review and edit AI-generated outputs before relying upon them for business decisions, reporting or client communications.
    b. Acuigen will not permit its internal AI systems to make significant business, employment, or client decisions without appropriate human review.
    c. Users remain responsible for decisions made using AI-generated content.
  • 5. Transparency
    a. We commit to being transparent about our use of AI.
    b. For each Client of Acuigen using CustomServe, we will provide a statement on our use of AI, and associated risk assessments.
    c. Clients should review and, if needed, edit AI-generated content to ensure its accuracy. Additionally, clients should consider informing readers where content generated through CustomServe has been materially assisted by AI, particularly where transparency is required by professional, regulatory or contractual obligations.
    d. Clients remain responsible for determining whether disclosure of AI-assisted content is appropriate, taking account of their professional, regulatory, legal and contractual obligations.
    e. Where AI systems are used within CustomServe to make suggestions or recommendations based upon interview content, we will make it clear to clients when AI is being used.
    f. We may use Microsoft services (which may include AI technologies) to support our business processes, including the recording and transcription of meetings and interviews.
  • 6. Data Privacy
    a. We will protect the privacy of individuals’ data; CustomServe is designed and used in a way that respects the privacy rights of individuals.
    b. Users of CustomServe should avoid submitting to CustomServe unnecessary personal, confidential, or special category data to AI systems.
    c. Acuigen utilise approved third-party AI service providers and seek to ensure that data processed by those services is handled securely and in accordance with applicable legislation.
    d. Data submitted by CustomServe to AI services will be minimised, may be pseudonymised or anonymised where reasonably practical and consistent with the intended purpose.
    e. Certain AI-assisted functions may require relevant information to be processed by approved AI services in order to provide meaningful analysis or insights. Acuigen seeks to minimise the personal data shared with such services wherever reasonably practicable.
    f. It is not practical to anonymise personal information stored within verbatim comments that may be processed by AI.
  • 7. Accountability
    a. We will hold ourselves accountable for the provision of the CustomServe insight platform.
    b. We will make our clients aware that AI is an evolving technology and is not error free; it should therefore be used with appropriate professional judgement.
    c. AI-generated content may contain inaccuracies, omissions, outdated information, or fabricated content ("hallucinations"). All outputs rom CustomServe should be independently reviewed by users of CustomServe and validated before use.
    d. We will monitor and periodically audit the use of AI services provided by CustomServe.
  • 8. Continual Learning
    a. We will continually learn and adapt our use of AI as the technology and its societal implications evolve.
    b. We commit to staying informed about updates and changes in Azure OpenAI’s technology and policies, and we will adapt our use of the service accordingly.
    c. We will regularly review this policy to ensure it remains relevant and effective.
  • 9. Training
    a. We will provide appropriate training for all Acuigen staff who interact with our AI systems, to ensure they understand how to use these systems ethically and effectively.
    b. This training will include, where appropriate, information on how to use Azure OpenAI services and any specific guidelines or best practices provided by Microsoft.
  • 10. Prohibited Uses

    Acuigen will not knowingly use AI systems:

    a. To unlawfully discriminate against individuals or groups.
    b. To generate misleading, deceptive, or fraudulent content.
    c. To process personal data in a manner inconsistent with applicable data protection legislation.
    d. To make fully automated decisions that have legal or similarly significant effects on individuals without appropriate safeguards.
    e. To generate content intended to misrepresent Acuigen, our clients, or other individuals.
    f. To process information where use of AI would be prohibited by law, regulation, contractual obligation, or Client instruction.
  • 11. Compliance and Ethics
    a. This policy is intended to ensure that Acuigen uses AI technologies in a way that is legal, ethical, and respectful of the rights and interests of all individuals.
    b. While we have limited ability to influence Azure OpenAI directly, we emphasise the importance of maintaining ethical standards in our use of their services.
    c. We have feedback mechanisms in place to address any concerns related to the use of third-party AI services.
    d. This policy may be reviewed and updated periodically to reflect changes in technology, legislation and business practices.
  • 12. Contact us
    If you have any questions regarding Acuigen's use of Artificial Intelligence or this policy, please contact:

    • Data Protection Officer
    Acuigen Ltd
    Cranfield Innovation Centre
    University Way
    Cranfield
    Beds
    MK43 0BT
    UK

    +44 (0) 1234 759 800

    Email: DataProtection@acuigen.com



    Last updated: 8th Jul 2026
    Reviewed: 8th Jul 2026

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    CustomServe is a client feedback and insight platform for professional services firms, helping organisations strengthen relationships, manage risk and make confident decisions. Developed by Acuigen and informed by more than 30 years of feedback and insight experience across professional services, corporate and public sector environments, CustomServe provides the structure, governance and control needed to capture feedback, generate insight, manage actions and deliver measurable outcomes.

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