UK AI Use High, Trust Low as Consumers Demand Controls

New research from EY, published in the consultancy’s 2026 AI Sentiment Index, found 74% of UK adults have used artificial intelligence recently, while only 14% reported being comfortable with fully autonomous systems and 43% reported trusting companies that use AI.

Trust in public bodies was low: 41% reported trusting government agencies to manage AI-related data effectively. The survey found frequent AI users, particularly educated white-collar workers, expressed the most concern about how AI is governed.

Three in four respondents (73%) reported worrying about AI systems being hacked or breached. Participants were more willing to use AI in situations where benefits are clear and safeguards are visible than in scenarios that require fully autonomous decision-making.

Respondents identified specific benefits. Fifty-nine percent reported AI can improve response times, 35% cited greater reliability, and 52% reported it offers better value for money. Half of those surveyed said they had used AI-powered health or wellness apps in the past six months, and 35% had used AI for financial activities.

The survey found limited workplace training on AI. Only 23% reported having received significant training or education on AI at work. EY noted lower skill levels make it harder for people to challenge outputs, spot errors or decide when to escalate decisions to humans.

Matthew Ringelheim, EY UK and Ireland AI leader, warned that trust is not keeping pace with technological capability and called for stronger data practices and clear accountability. He urged ‘strong data foundations, clear accountability and visible human oversight’ and described training as having a ‘critical role’ in increasing adoption and public confidence.

EY concluded businesses seeking to expand AI use will need to demonstrate governance measures, transparent accountability and practical user guidance to reassure customers and employees.