Guidance on using AI to write your complaint
Artificial intelligence tools such as ChatGPT or Copilot can be helpful to help you present your concerns, but it can also cause its own problems because it can
- make mistakes or include incorrect information
- exaggerate or overcomplicate issues
- refer to laws or rules incorrectly
- remove your personal voice
- overlook important personal or individual circumstances
Where possible, we prefer to hear from you directly, in your own words. Clear, simple complaints are easier for us to understand and respond to. If anything is unclear, we will contact you to make sure we understand the issue you are complaining about.
All complaints are treated equally, no matter how they are written.
If you choose to use AI to support you, please ensure you:
- check your complaint carefully to make sure it’s accurate
- focus on your own experience and its impact on you
- be aware you may be sharing personal information with external systems
- keep it clear and concise
- check AI has not added information, events or legal references that are inaccurate or not related to your complaint
- make sure your complaint clearly explains what happened, what you think went wrong and what outcome you are seeking.
We may contact you if we need further information to understand your complaint and how you would like it resolved.
Suggested prompts to help you use AI tools effectively for your complaint
These prompts are examples only. You do not need to use them, and you can adapt them to suit your own circumstances. Before submitting your complaint, read it carefully to make sure it is accurate, reflects your own experience and includes only information you are happy to share.
Always check that any AI-generated text is accurate and reflects your own experience before submitting your complaint.
1. Put events in date order
‘I need to clearly explain what happened on [date] when [describe the situation]. Here are the details:’ [provide all the facts and circumstances].
‘Help me organise these into a clear structure that shows what happened first, next and what happened afterwards. Only use the information I have provided.’
2. Identify the complaint issues
‘I need help organising the issues in my complaint’: [list all the specific issues].
‘Please put this into clear points using only the information I have provided. Do not make any assumptions or add any legal references or arguments unless I’ve included them.’
3. Explain what happened clearly
‘Help me describe what happened in simple, clear language. Here are the details: (describe each issue, including who was involved, what was said or done and when it happened).'
‘Keep the information accurate and reflect my own experience and wording’.
4. Explain the impact
‘Help me explain how this affected me. The impact was:’ (describe any effects on your health, work, family, finances, daily life or well-being). Explain how long the impact lasted and whether there are any ongoing effects.
‘Only include the information I have provided and do not exaggerate the impacts.’
5. Rewrite the complaint clearly
'Rewrite my complaint in clear language only using the information I have provided. Do not add or invent facts, legal references or arguments. Keep the wording clear, concise, and professional whilst reflecting my own experience. Clearly explain what happened, what I think went wrong, how it affected me and how I would like my complaint to be resolved.’