We recognise that some people may choose to use Artificial Intelligence (AI) tools, such as ChatGPT, Copilot or other online writing assistants, when preparing a complaint. These tools can help organise thoughts, improve spelling and grammar, or provide a structure for writing. We will not reject or treat complaints differently because AI has been used. However, complaints that are clear, concise and based on the complainant’s own experience are often easier to investigate and resolve effectively. Our focus is on understanding what happened from your perspective; a simple account of your experience is often more helpful than a detailed document containing legal, regulatory or clinical terminology.
While there can be benefits to using AI, we encourage complainants to describe their experience in their own words wherever possible.
Why your own account is important
The most valuable information in a complaint is your personal experience. We want to understand:
- What happened?
- When and where did it happen?
- Who was involved?
- How did it affect you or your family?
- What outcome are you seeking?
When concerns are described in your own words, it is often easier for our teams to understand the key issues and identify the most appropriate people to respond.
How AI-generated complaints can make the process more difficult
AI can be a useful tool for helping people structure their concerns. However, AI-generated complaints can sometimes be much longer and more complex than necessary. They may include extensive background information, references to legislation, policies, professional standards or clinical guidance that are not directly relevant to the issues being raised. This can make it more difficult to identify the specific concerns that need to be investigated. In some cases, additional clarification may be needed before an investigation can begin, which can increase the time taken to respond.
Complaints that contain a large number of issues, extensive supporting material, or information beyond the complainant’s direct experience may require further discussion to clarify and agree the key issues for investigation. This helps ensure that the investigation remains focused on the matters that are most important to the complainant and enables us to provide a meaningful response. Investigations may also take longer where concerns span multiple services, departments or periods of care, regardless of whether AI has been used.
AI may not always provide accurate information
AI tools generate content based on patterns in data and do not have access to the specific facts of your case. As a result, they can sometimes:
- Include inaccurate or misleading information.
- Refer to outdated guidance, policies or standards.
- Misinterpret NHS policies, professional regulations or legal requirements.
- Suggest that certain standards have been breached when this may not be the case.
- Present assumptions or opinions as facts.
- Attribute actions, decisions or responsibilities incorrectly.
If a complaint contains inaccurate information, investigators may need to spend additional time verifying details or clarifying points before the issues can be properly considered.
How to use AI effectively
If you choose to use AI when writing your complaint, we recommend that you:
- Check all information carefully before submitting it.
- Ensure the content accurately reflects your experience.
- Remove information that is not directly relevant to your concerns.
- Keep your complaint focused on the key events and issues.
- Review any references to policies, standards, regulations or legal requirements to ensure they are accurate and applicable.
- Read the final version and amend it so that it reflects your own experience and concerns.
Our recommendation
The most effective complaints are usually clear, concise and written in the complainant’s own words. A straightforward description of what happened, how it affected you and what outcome you are seeking will help us understand your concerns and investigate them as efficiently as possible. Our priority is to understand your experience and ensure your concerns are considered fairly, thoroughly and accurately. We will not reject a complaint simply because it is complex or because AI has been used. However, keeping your complaint focused on the issues that matter most to you can help us investigate and respond more effectively.