How to complain

How Artificial Intelligence (AI) Can Help You Write a Complaint

More people are now using Artificial Intelligence (AI) tools to help prepare complaints and enquiries. While AI can be useful for organising information and improving clarity, it is important to understand both the benefits and the risks.

Benefits:

• Structure your complaint into clear sections, such as what happened, what went wrong, the impact on you, and the outcome you are seeking.
• Summarise complex events into a clear and concise account.
• Improve spelling, grammar and punctuation.
• Reduce repetition and make your complaint more focused.
• Provide writing support for people who may find writing difficult, including those with disabilities, learning difficulties, or for whom English is not their first language.

Risks: 

• Contain mistakes or inaccurate information
• Exaggerate or overcomplicate issues
• Include legal terms, legislation or policies incorrectly
• Remove your personal voice and experiences
• Overlook important personal circumstances
• Produce submissions that are longer or more complicated than necessary and may take longer to process
• Cannot explain the outcome that you are seeking

We encourage you to describe your experience in your own words. This helps us understand what happened, how it affected you, and the outcome you are seeking. Clear, simple complaints are often easier for us to understand and respond to. If anything is unclear, we will contact you for further information.

All complaints are treated equally, regardless of how they are written

Using AI to Write a Complaint

If you choose to use AI to help draft your complaint, please:

• check the content carefully to ensure it is accurate and correct
• focus on your own experience and the impact the issues had on you
• avoid asking AI to add legal arguments, legislation or formal legal language
• be aware that information entered into AI tools may be shared with external systems
• keep your complaint clear and concise and in your own voice

If your complaint is excessively long or unnecessarily complex, we may ask you to shorten it and resubmit it.

Keep Your Information Safe

Before using any AI tool, think carefully about the information you provide.

Information entered into some AI systems may be stored, analysed, used to improve those services, or processed outside the UK. This can create data protection and privacy risks.

To help protect your personal information, do not enter details such as:

• your name
• home address
• contact details
• dates of birth
• information about family members or other individuals
• any other information that could identify you or someone else

Only provide personal information when submitting your complaint directly through our official complaints process. 

Helping you to use AI effectively