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.
When making a complaint, we want to hear about your personal experience and how this has affected you in your own words. This helps us to understand what happened and allows us to respond more quickly.
Using AI tools can be helpful, but please be aware that AI can:
- make mistakes and include incorrect information
- make complaints too long or complicated
- include legal language or policy references that are incorrect
- diminish your personal voice and experience.
Protecting your information
Information you provide to AI may be used to train AI systems and may be processed outside of the UK which can cause data privacy issues.
When using AI tools, do not include personal details such as:
- Names
- Addresses
- Personal ID numbers (e.g. NHS number, National Insurance number)
- Personal financial information
- Any other information that could identify you
Only add personal details when you submit your complaint through our online form.
Tips for writing a complaint
Focus on your experience, including exactly what happened, when it happened, and how it affected you.
If you use AI to draft your complaint, ensure that you:
- check your complaint before sending it - ensure that it is factual and reflects your experience
- do not prompt AI to add legal language or policy references
- write your complaint in clear and simple terms.