We want to hear about your complaint in your own words. We know some people find Artificial Intelligence (AI) tools such as ChatGPT helpful when completing forms but please be aware that AI-generated text can sometimes make complaints too complicated or include legal references that are not relevant. This may increase the time it takes us to review your complaint or we may need to ask you to resubmit it. We follow the Parliamentary Health Service Ombudsman – Good Complaint Handling standards. Information about using AI to raise a complaint, has been taken from their guidance.
When you bring a complaint to us, we need to understand your personal experience and how the issues have affected you. Simple, clear language that explains what happened to you will always be more helpful than complicated, formal writing.
We know some people find AI tools useful to support with their writing. It is important to remember the risks of sharing your information with AI tools. Providers of these tools may use it to train their AI systems and may process it in different countries. Avoid entering sensitive personal information unless you are confident about how it will be used and protected.
Here are some suggestions to get the best results from AI tools while making sure it still sounds like you and your complaint:
- Keep your prompts focused on your experience and how it made you feel. A prompt is a question or instruction that you type into an AI tool to tell it what you want help with. You can use these examples (from the PHSO website) of
- Do not ask AI to add legal arguments, use formal legal language or reference laws to try and make your complaint sound more ‘official’.
- It is important to check any AI-generated text to make sure it reflects your own personal experience and contains accurate facts.
