Privacy policy
Who we are
Multiply AI Limited ("Multiply", "we", "us") builds AI-powered software for regulated financial advice firms. Our address is 24 Arlington Square, London, N1 7DP, United Kingdom. We are registered with the UK Information Commissioner's Office (ICO) under registration number ZA364755.
This policy explains how we handle personal data when you visit our website or get in touch with us, and when financial advisers and their firms use the Multiply app.
Our role
We are the data controller for information about visitors to our website, people who contact us, and the usage and diagnostic data we collect to run, secure and improve the Multiply app.
App accounts are set up and managed by the adviser firm, and the firm is the data controller for account details.
When an adviser firm uses the Multiply app for its clients, the firm decides why and how its clients' personal data is used. The firm is the data controller and we act as its data processor, following its instructions under a data processing agreement. If you are a client of an adviser firm, please contact your firm first about how your information is used; we will help them respond.
Our website
When you visit our website we collect technical information such as your IP address, browser type and the pages you view. We use this to run the site, keep it secure and understand how it is used so we can improve it.
Our website uses cookies. Essential cookies make the site work. We use analytics and other non-essential cookies only with your consent. You can change your choice at any time by clearing your browser's cookies.
Enquiries and contact with us
When you contact us through our website, by email or by phone, or ask for a demo, we collect the details you give us, such as your name, email address, phone number, firm and message.
We use these details to respond to you and, if you are interested in our services, to follow up with you about them. Your enquiry is shared only with the people at Multiply who need it to help you, and is held in our business systems.
We only send you marketing emails if you have asked for them or we have an existing business relationship with you, and you can unsubscribe at any time using the link in any email.
Links to other websites
Our website and app may contain links to other websites, such as those of our partners. We are not responsible for how those websites handle your personal data, so please read their privacy policies when you visit them.
The Multiply app
The Multiply app is a professional tool for financial advisers, paraplanners and their firms. (Listed as Multiply for Advice Teams on the App Store and Google Play.) It is available on iOS, Android and the web, and it is not designed for use by members of the public.
Advisers use it to record client meetings, capture documents and prepare advice, so the app also holds information about the advisers' clients.
Information we collect through the app
- Account details: name, email address and phone number of app users, and the firm they work for.
- Meeting recordings and transcripts: audio recorded in the app or captured from online meetings, and the transcripts produced from it.
- Photos and documents: photos taken in the app and documents uploaded to it, such as statements or fact-find forms.
- AI outputs: the facts, summaries and draft text the app produces, and the edits and approvals made by users.
- Usage analytics: how the app is used, such as screens viewed, features used and actions taken.
- Crash and diagnostic data: error reports and technical information about the device and app version when something goes wrong.
Recordings and documents can contain information about an adviser's clients, including their finances, family circumstances and sometimes health. Some of this may be special category data under UK GDPR. We process it only to provide the service the adviser firm has asked for.
How we use it
- To transcribe meetings, read documents and photos, and produce structured facts, summaries and draft text for the adviser to review.
- To run user accounts, send account emails such as login links and reminders, and provide support.
- To keep the app secure, fix errors and understand how it is used so we can improve it.
How we use AI
The app uses AI services to transcribe audio, read text from images and scanned documents, and draft outputs. AI outputs are presented to a qualified adviser or paraplanner for review and approval before they are used.
The app does not make automated decisions about individuals.
Client data is never used to train AI models, by us or by any of our providers. This is set out in our contracts with each provider.
Our lawful bases
Where we are the data controller, we rely on the following lawful bases under UK GDPR:
- Contract: to provide the app and support to adviser firms under our agreement with the firm.
- Legitimate interests: to respond to enquiries, follow up with businesses interested in our services, run and secure our website and app, monitor errors and analyse usage to improve our services. We only rely on this where our interests are not outweighed by yours.
- Consent: for marketing emails where consent is needed, and for non-essential cookies. You can withdraw consent at any time.
- Legal obligation: where the law requires us to keep or share information.
Where we process client data for an adviser firm, the firm is responsible for having a lawful basis, and any condition needed for special category data, for its use of the app.
Who we share it with
We use trusted service providers (sub-processors) to run the app. Each one is bound by a data processing agreement and may only use the data to provide its service to us.
Service providers
- Google Cloud Platform
- Purpose: Hosting and primary storage, analytics data warehouse (BigQuery) and AI processing (Gemini via Vertex AI)
- Location: UK (London) and EU
- Recall AI
- Purpose: Capturing online meeting audio
- Location: EU (Frankfurt)
- Deepgram
- Purpose: Transcribing audio to text
- Location: UK and EEA
- Mistral AI
- Purpose: Reading text from images, scans and pages that cannot be read digitally
- Location: EU
- PostHog
- Purpose: Product usage analytics
- Location: EU
- Sentry
- Purpose: Error and crash monitoring
- Location: EU
- Postmark
- Purpose: Account emails such as login links and reminders
- Location: United States
We may also share information where the law requires it, or with professional advisers such as our auditors. We do not sell personal data, and we do not use app data for advertising.
Where your data is stored
We store and process data in the UK and the European Economic Area.
The one exception is account email: Postmark is based in the United States, and transfers to it are covered by the UK Extension to the EU-US Data Privacy Framework.
How long we keep it
We keep personal data only for as long as we need it.
- Enquiries and business contact details are kept for as long as we need them to deal with your enquiry or our business relationship with you.
- App content (recordings, transcripts, documents and AI outputs) is kept and deleted as set out in our contract with the adviser firm, and never longer than data protection law allows. Users can delete content in the app until it has been processed. After that, it is no longer stored in the app.
- Our service providers keep data only for as long as they need it to provide their service to us, under our contracts with them.
- Security and application logs are kept for longer where we need them for security and audit purposes.
How we keep it secure
We hold ISO 27001 certification for information security. Data is encrypted in transit and at rest, each firm's data is kept separate, and access to production systems is restricted and approved case by case.
Your rights
Under UK GDPR you have the right to access your personal data, have it corrected or deleted, restrict or object to its use, and receive a copy in a portable format. Where the adviser firm is the controller, please make your request to the firm; we will support them.
For anything else, contact us using the details below.
If you are unhappy with how we handle your data, please tell us first. You can also complain to the Information Commissioner's Office at ico.org.uk.
Deleting your app account
App accounts are set up and managed by your firm and linked to its own systems.
To delete your account, please contact your firm, which will arrange it with us. We act on the firm's instructions.
Children
Our website and app are for professional use and are not intended for anyone under 18.
Changes to this policy
We will update this policy when our services or the law change, and show the date of the latest version at the top of this page.
Contact us
Privacy questions: dpo@multiply.ai
App support: support@multiply.ai
Post: Multiply AI Limited, 24 Arlington Square, London, N1 7DP, United Kingdom