How the Adjudicator’s Office uses artificial intelligence
Published 30 September 2026
© Crown copyright 2026
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/how-the-adjudicators-office-uses-artificial-intelligence/how-the-adjudicators-office-uses-artificial-intelligence
1. How we use AI in our casework
Our staff have access to approved AI tools embedded in the software applications we use. We may use AI to support our consideration of complaints and reviews. However, we only do so under strict conditions:
- We use AI to search for guidance or information relevant to our casework.
- We use AI to refine the recommendations or reviews we send to ensure they are easy to follow and understand.
However, we do not use AI to make a decision on a complaint or review; that is only made by a human.
Where we use AI to help find relevant guidance or similar, we will always check the source material for accuracy.
The use of AI in our casework, as set out above, is at the discretion of the individual. Not all of our staff use it.
2. How we use AI in our insight work
Insight is a key part of what the AO does. We routinely share learning from the complaints that we see with HMRC and the Home Office to improve the service our mutual customers receive. We use AI to:
- Draw themes from multiple cases we have looked at or are going to look at.
- Search for evidence to support or question our approach, such as guidance or the law.
We will then check the evidence or information manually that we collect via AI for accuracy. We do not use AI to make insight recommendations; that will always be done by a human.
AI is a very useful tool to support the collection or distillation of large amounts of data, or to refine our written work. It is not used to determine any of the decisions we make.
Our use of AI is governed by and in line with relevant data protection legislation. For more information about how HMRC handles personal data, see the HMRC Privacy Notice.