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Helpful guidance for writing your complaint
When you bring a complaint to us, it’s important that we understand what happened and how it affected you. The clearest and most helpful complaints are usually those written in simple, straightforward language rather than complex or very formal wording.
You’re welcome to use Artificial Intelligence (AI) tools to help you write your complaint. To get the best results, it helps to keep your prompts focused on your own experience and the impact on you. For example, you could use a prompt like:
“Rewrite the text below as a clear, polite complaint. Use only the information I have provided. Do not add or invent new facts. Be concise and professional, but not too formal. Include a closing paragraph suggesting how I would like the complaint to be resolved.”
When using AI, please make sure that your complaint:
- Accurately reflects your own experience
- Stays focused on the issue you are raising
- Is clear and not unnecessarily long
It’s important not to ask AI to add legal arguments, formal legal language, or references to laws just to make the complaint sound more official. This can often lead to incorrect or irrelevant information, which may make it harder for us to understand and resolve your concerns.
Before you send your complaint, please check any AI-generated content carefully to make sure it is accurate and truly represents your situation.
If a complaint is very long, repetitive, or includes information that isn’t relevant (which can sometimes happen with AI-generated text), we may summarise the information and focus on the key issues
By keeping your complaint clear and focused, you help us respond more quickly and effectively to the issues that matter most to you
