Using AI to help you with your complaint

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We understand that not everyone feels confident writing things down or explaining what has happened. Some people are using AI tools to help structure or write their complaint. That’s okay but it’s important to use it carefully.

What to be aware of when using AI

AI can cause its own problems, because it can:

  • make mistakes or include incorrect information
  • add detail or complexity that is not needed
  • refer to laws or rules that may not apply, or may not exist
  • lose your personal voice and experience
  • mask people’s vulnerabilities and hide what really matters to you

In some cases, people’s genuine concerns end up lost in the AI assisted version.

If your complaint is too long or unclear, we may ask you to resubmit a shorter, clearer version before we can begin.

For AI-assisted complaints, we may require more time to understand the details. This will delay the published response procedure timeline.

How your data may be used

  • AI tools may store or use the information you enter to train their model
  • your data may be processed outside the UK

Which way is best?

The quickest way to write a complaint is to include:

  1. what happened
  2. when it happened
  3. how it affected you

Complaints written in simple, clear terms will always be quicker and easier to understand and therefore to reply to. If we’re not clear what you mean, we’ll get in touch to ensure we understand what the problem is. All complaints are considered equally on merit, however they are written or submitted.

If you do decide to use AI, please:

  • read it carefully before submitting and make sure it’s accurate
  • focus on what happened to you and how it affected you
  • keep it factual and clear
  • remove anything that looks incorrect or overly complex

Suggested prompts (if you are using AI)

You can copy and paste these into your AI Tool:

  1. Structure my complaint: help me organise what happened on [date] into a clear structure. Here are the details [add facts and details]. Put them in clear order. Only use information provided.
  2. Keep it factual: turn these points into clear sentences [list issues]. Only include facts. Do not add legal references or assumptions
  3. Keep my voice: rewrite this in simple, clear language while keeping my tone: [text].
  4. Explain the impact: help me explain how this affected me. Here are the details [impacts]. Keep it clear and linked to what happened.
  5. Final version: rewrite this as a clear, polite complaint. Do not add new facts. Keep it concise and non-legal.