We welcome feedback and complaints in whatever format works best for you. Artificial Intelligence (AI) tools, such as Microsoft Copilot or ChatGPT, can help you to organise thoughts, improve spelling and grammar, or structure the submission.
However, AI-generated content is not always accurate and can sometimes make issues appear more complex than they really are, or fabricate information that might be false or misleading.
What helps us most
Complaints are assessed on their merits, not how formally they are written. The most effective feedback and complaints:
- Use clear, straightforward language.
- Describe what happened, when it happened and who it happened to and anyone else that was involved.
- Explain how the issue affected you.
- Focus on key concerns you would like us to address, as unnecessary complexity can delay our response to your feedback.
- Reflect your own experience and desired outcome.
What to check if you use AI
Please ensure that you:
- Read and review the content before submitting it.
- Check that all facts, dates, names and events are accurate.
- Check and edit any information and explanations that AI has included which you do not understand or are not relevant to your situation before submitting.
- Check that the content only includes information that is directly relevant to your complaint or feedback.
- Remove any information that has been added by the AI that you cannot verify or does not support the issue you want us to consider.
- Keep the focus on your own experience and how the issue affected you. Ensure the tone is appropriate and reflects your intentions.
- Consider carefully before entering personal, sensitive or confidential information into an AI tool. For example, full names, date of birth, addresses and any other identifying information.
What to avoid if you use AI
- Asking AI to add legal arguments, legislation or regulatory references unless they are directly relevant and you know they are correct.
- Submitting content that does not reflect your own experience.
- Providing excessive background information that is not relevant to the issue.
- Relying on AI-generated content without checking it first.
Why this matters
Our aim is to understand your concerns as quickly and accurately as possible. Very long, complex or heavily AI-generated submissions can sometimes make it harder to identify the key issues and may result in us needing to seek clarification before we can fully consider your complaint or feedback.
A concise explanation of what happened, how it affected you and the outcomes you are seeking will help us consider and resolve your concerns more effectively.
Example AI Prompt
If you choose to use AI, you may find the following prompt helpful:
Help me organise my feedback into a clear and concise summary, using simple language. Use only the information I provide. Do not add facts, assumptions, legal arguments or references to legislation. Focus on what happened, how it affected me and what outcome I am seeking.
How to provide feedback
Feedback can be given as a complaint, compliment, suggestion, or representation. For details on how to provide feedback, please visit our provide feedback webpage.
If you are able to, please submit feedback using our online feedback form.
