More than half of people who have made, or considered making, a formal complaint about a regulated service in the last year have used artificial intelligence (AI) during their complaints journey, according to new research published today by the Legal Ombudsman (LeO).
The report, AI and complaints: removing barriers, reinforcing divides?, draws on research commissioned from Ipsos, alongside a review of LeO’s own casework. It found that:
The findings suggest AI is becoming an increasingly important part of the complaints journey, helping consumers better understand their rights and engage more confidently with complaints processes.
However, LeO's review found a more nuanced picture. While AI can support clearer and more accessible complaints, it can also result in complaints that are longer, more complex and harder to resolve, with some becoming increasingly legalistic and less focused on practical outcomes.
The research also highlights the potential for AI to reinforce existing digital divides, with younger people and those with higher levels of education and income more likely to use AI when pursuing redress.
Helping consumers and service providers navigate AI.
Alongside the research, LeO has published two new Spotlight articles to support both sides of the complaints process.
The consumer Spotlight provides guidance on using AI to understand rights, engage with legal service providers and draft complaints. It encourages consumers to protect personal information, check AI-generated content carefully and focus on achieving a practical resolution. It also includes a template AI prompt to help consumers to clearly set out the issues involved and focus on achieving practical resolutions.
The service provider Spotlight offers advice on responding fairly and proportionately to AI-assisted complaints, helping providers focus on the substance of complaints and avoid unnecessary escalation.
Chief Ombudsman, Phil Cain, said:
"AI is rapidly becoming another voice in the complaints process. For many people it can help remove barriers by improving understanding, building confidence and making it easier to engage with legal service providers."But the picture is more nuanced than simply making complaining easier. AI can help, but it can also hinder, particularly where complaints become more complex or where people place too much reliance on information that is inaccurate.
“And AI is influencing how people access redress, the decisions they make and the way complaints are presented. This raises important questions. How accurate is the guidance consumers receive? Who benefits and who risks being left behind? What happens when AI moves from advising consumers to acting for them?
"As AI adoption grows, it is important that we understand both its potential and its limitations. Our practical guidance is designed to help consumers and legal service providers navigate those challenges, so that AI is used constructively to support fair and effective complaint resolution."
Notes to editors
