Writing a complaint can feel daunting. Where do you begin? What information do you need to include? … And what was it that actually happened, again?
With all the stresses that can come with trying to write the “perfect” complaint, it’s no wonder that more and more consumers are turning to AI tools to help them write complaints.
In fact, the Information Commissioner’s Office (ICO) is even due to release official guidance to the public on the topic this Autumn: ‘Customers who use AI in complaints and correspondence guidance’, which shows you that the topic is more pertinent than ever.
But can AI actually help you make a better complaint? Is there anything to watch out for?
That’s why, as an Alternative Dispute Resolution (ADR) provider reviewing consumer complaints every day, we at CDRL wanted to explore the topic, so that you can be aware of the pros and cons of using AI to draft your complaints, as well as any potential pitfalls you might want to watch out for.
Read on to find out more!
Can AI help me write my complaint?
Many consumers see AI as a powerful tool when it comes to turning their account of events into a structured statement for a complaint.
However, the important thing to remember is that you need to be the one to give it that account of events first.
Unlike when you’re asking an AI tool generic questions that it can scour the internet to answer, AI cannot automatically scour your mind for details on what happened between you and a trader you’re complaining about… Even if it pretends it can.
For example, if you tell an AI tool:
“My provider charged me after I cancelled my service. Write a complaint.”
It may produce a convincing letter, but it doesn’t know:
- When you cancelled
- How you cancelled
- What evidence you have
Those details come from you.
This is precisely where a consumer needs to take care when using AI to help draft their complaint!
Some AI tools tend to make up events that never happened… very convincingly. The story may flow nicely, but if you give a trader or an ADR provider inaccurate information about what happened, it may hurt your chances of a successful complaint in the long run.
That’s why it can be helpful to do the following before writing a complaint:
- Make a bullet point list of events in chronological order for yourself
- Jot down a few of your own rough statements on what happened
- Determine what outcome you want from submitting your complaint
… Then, afterwards, if you do really want to use an AI tool to help draft your complaint, you can give it these facts and ensure it sticks to them.
Should I let AI write the whole complaint?
Due to the aforementioned accuracy risks, it’s usually better to treat AI as a writing assistant rather than the person making the complaint for you.
REMEMBER: Complaints don’t have to be complicated!
You don’t need to be an expert in legalese to write a complaint! In fact, the strongest complaints are often the ones that communicate the facts accurately, clearly, and concisely. Nobody expects you to be an expert on consumer law.
For example:
“I cancelled my service on 4 August and was told that no further payments would be taken. I was then charged £45 on 20 August. I contacted you on 22 August but the charge has not been refunded.”
This tells the trader what happened and gives them specific information to investigate.
Where AI tools can be helpful for complaint writing is if you need someone to proof-read your grammar, spelling, or if you feel some of your sentences are a bit too clunky or need shortening, more-so than relying on it to lay out the actual facts.
Think carefully before sharing personal information
This is something many people forget when talking to AI… Even though it’s not a real person, that doesn’t necessarily mean it won’t remember what you say.
Particularly when it comes to complaints, which may contain personal or confidential information, such as your:
- Name
- Address
- Account number
- Telephone number
- Billing information
It’s always worth considering whether all of this information is actually necessary to give to the AI tool. Where possible, you could always anonymise sensitive details before asking an AI tool to help you structure your complaint.
It’s also advisable to check the privacy information and terms of the AI service you’re using so you understand how information you provide may be handled.
REMEMBER:
AI may help you write your complaint, but you remain in control of what information you choose to provide and what you ultimately submit.
So… Should I use AI to write a complaint?
This is entirely up to you.
Whether you use AI or not is a personal choice – and official guidance around the topic is still developing. However, one thing remains clear:
AI should never replace your own account of what happened.
If you’re going to use AI, the best approach may be to:
- Gather the facts yourself
- Give AI only the information it needs
- Ask AI to help organise and clarify your complaint
- Check every fact and figure in the final version
- Remove anything AI has invented or misunderstood
- Make sure the final complaint accurately reflects what you want to say!
Ultimately, you are the person making the complaint. AI can help you find the words, but you should remain in control of the facts, the evidence and the outcome you’re asking for.
How do I get started with ADR at CDRL?
If your complaint is within the aviation, retail, non-regulated utility, or communications sectors, you can start the process with us today via any of our relevant schemes below:
> CommsADR
Make sure to read through our sites carefully to understand the process, the requirements, and next steps. You’ll be an expert on ADR in no time!
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