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Using Artificial Intelligence to write your complaint

We have seen an increase in customers using Artificial Intelligence (AI) to draft complaints to us. If you are using AI to do this, we want to make you aware of the risks, and what to look out for if using AI.

We want to hear about your complaint in your own words. This helps us to understand what happened and how it affected you. Using AI tools is ok, but please be aware that AI can:

  • make complaints too long or complicated
  • include legal language or references that are not needed or legally incorrect
  • delay how quickly we deal with your complaint or mean we ask you to send it again

Protecting your information

Information you provide to AI is used to train AI systems and may be processed outside of the UK - this can cause data privacy issues. Do not include personal details in AI tools, such as:

  • name
  • addresses
  • NHS numbers
  • other information that could identify you

Only add your personal details when you submit your complaint through our online form.

Tips for using AI safely when writing a complaint

Focus on your experience - Explain what happened and how it affected you

  • Stick to the facts - Only include what actually happened.
  • Avoid legal wording - Do not ask AI to add laws or formal legal language.
  • Check your complaint before sending it - Make sure it is accurate and reflects your own words.

Example prompts you can use

When drafting your complaint, do not include personal details. Use placeholders such as “[the officer]” or “[my relative]” instead.

You can try prompts like these:

Explain what happened

Help me organise what happened on [date]. These are the details: [add facts].

Set out what went wrong

Help me turn these issues into clear sentences. Focus on the facts only.

Write in plain English

Help me describe what happened clearly and simply, in my own words.

Explain the impact on you

Help me explain how this affected me, including my health, work or family.

Turn it into a complaint

Rewrite this as a clear and polite complaint. Do not add new information. Keep it professional but not too formal. Include what I would like to happen next.