Mr B used the firm to help him buy a house. After moving in, he realised there were a number of problems with the property, which he considered to be inconsistent with the information he’d received before exchange. Holding the firm responsible, he raised a complaint.
His complaint showed common hallmarks of AI usage:
An introductory paragraph in formal language
Prominent, numbered headings
A focus on stressing the seriousness of the complaint, rather than on resolving it
The letter of complaint was, however, short: less than two pages. The allegations were specific and clear. This made responding to the complaint straightforward. Although it might have tried speaking to Mr B to discuss his complaint and find the most efficient resolution, the firm the firm was succinct in its written response, setting out its position on each allegation and explaining why it believed its service had been reasonable. This kept the correspondence about the complaint short.
With the right prompts, AI tools can offer a succinct summary of a complaint, focusing on the issues that matter to the person complaining. This, in turn, helps the service provider in its consideration of the complaint and in its drafting of any written response.
A focused, clear response to a complaint is always best. Explore opportunities to resolve the complaint without the need for this to be done in writing, as a more personal touch might be more persuasive.
Sometimes, the complaint isn’t capable of being resolved by agreement and the matter will need to be determined by an independent third party, like LeO. The risk that the complaint process spirals into a series of lengthy written arguments should always be managed.
