U.S. Banking & Fintech Trust Report 2025 shows trust hinges on AML effectiveness and seamless customer experience

ThetaRay, a global leader in Cognitive AI financial crime compliance, today released its U.S. Banking & Fintech Trust Report 2025, offering new insights into consumer attitudes toward anti-money laundering (AML) practices. The report reveals that 84% of consumers would switch banks if linked to financial crime, and 87% would actively warn family and friends against using that institution.

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Brand reputation is one of a financial institution’s most valuable and vulnerable assets, built over years through trust, consistency, and significant investment. Encouragingly, 93% of respondents express either positive or neutral sentiments toward their current financial providers, suggesting a strong foundation of customer trust. But that trust is fragile: a single incident of financial crime can shatter a reputation overnight, triggering customer attrition, regulatory penalties, and years of costly recovery.

Nearly three in four respondents said they would consider switching banks if AML controls — like payment delays or intrusive checks — disrupted their experience. Even more, 84% would leave a provider linked to financial crime. These numbers highlight the reputational stakes at play and the urgent need to strike the right balance between effective compliance and frictionless service.

Legacy, rule-based AML systems, aren’t up to the task. According to Datos Insights, they generate false positives at rates as high as 90–95%, overwhelming teams and frustrating legitimate customers. Reducing this noise, and the risk it creates, requires a new generation of AI-powered solutions that deliver sharper detection without compromising customer experience.

"Financial institutions can't afford to choose between customer experience and compliance; both are non-negotiable," said Peter Reynolds, CEO at ThetaRay. "Today, the strength of your financial crime defenses is part of your brand. Institutions that lead with intelligent, AI-driven compliance aren't just mitigating risk. They're earning customer trust, enabling faster transactions, and ensuring confident growth."

The ThetaRay U.S. Banking & Fintech Trust Report 2025 offers a data-driven snapshot of today’s financial trust landscape and how leading institutions are using AI to strengthen compliance without compromising experience. Based on insights from over 750 active financial services users across traditional banks (75%), fintech platforms (10%), or both (15%), the report highlights the urgent need for smarter, more adaptive financial crime defenses in an increasingly high-stakes environment.

Download the full report here.

About ThetaRay

ThetaRay harnesses the power of Cognitive AI for financial crime compliance, enabling financial institutions to precisely identify legitimate customers while flagging bad actors. The SaaS solutions overcome the limitations of traditional rule-based systems by shortening long implementation lifecycles, enabling efficient, risk-aware compliance operations. By transforming compliance from a regulatory obligation into a driver of growth, ThetaRay allows institutions to scale faster and expand confidently into new markets. By uncovering hidden criminal networks and delivering actionable insights, ThetaRay empowers organizations to combat evolving threats, maintain positive regulator relationships, and enhance customer experiences. Implemented at some of the world’s leading financial institutions, including Santander, Clear Bank, Mashreq Bank, Payoneer, Onafriq, and Travelex, ThetaRay helps financial institutions thrive, fostering trust and confidence across the global financial ecosystem.

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"Today, the strength of your financial crime defenses is part of your brand. Institutions that lead with intelligent, AI-driven compliance are earning customer trust and ensuring confident growth," said Peter Reynolds, CEO at ThetaRay.