Using AI to help draft your complaint or information rights request?

AI tools such as ChatGPT and Copilot can help you write a complaint or request by organising your thoughts, improving the structure, and making your concerns clearer. 

However, AI can make mistakes, include incorrect or irrelevant information, or make your correspondence longer and more complicated than needed. 

If you use AI, remember it may: 

  • provide inaccurate information
  • include unnecessary legal or technical terms
  • overstate or complicate issues
  • miss important personal circumstances
  • remove your personal voice and experience
  • delay our response if we need to clarify information 

Protecting your personal information

Information entered into AI tools may be used by the provider to improve their systems and could be processed outside the UK. Before using an AI tool, read the provider's privacy policy and terms of use. 

We recommend that you do not enter personal or sensitive information into public AI tools, including: 

  • names 
  • addresses
  • dates of birth
  • NHS numbers
  • financial information
  • any other details that could identify you or someone else 

Instead, use placeholders such as "[a council officer]", "[my child]" or "[a family member]" and only add personal details when submitting your complaint or request to us. 

Before you submit your complaint or request

Please make sure: 

  • It reflects your own experience and explains what happened, when it happened, and how it affected you.
  • The information is accurate. Check that AI has not added, changed, or missed important facts.
  • It is clear and concise. Short, focused correspondence is easier to understand and respond to.
  • The tone is appropriate. Make sure the wording is respectful and reflects what you want to say.
  • You explain the outcome you want. Tell us what went wrong, how it affected you, and what you would like us to do to resolve the complaint. 

Always review any AI-generated text before submitting your complaint or request. If we need more information or your complaint or information rights request is not clear, we may need to contact you. This could mean a delay.

Tips for using AI

You can ask AI to do the following:  

Put events in date order 
"I need to explain what happened on [date]. Here are the details: [facts]. Please organise this information into a clear timeline using only the information I provide." 

Identify the issues 
"These are the issues I want to complain about: [list issues]. Please organise them into clear bullet points. Do not add any new information, assumptions, or legal references." 

Explain what happened 
"Help me describe what happened in clear, plain English using only the information I provide. Please keep the wording neutral and accurate." 

Explain the impact 
"Help me explain how this situation affected me, my family, my work, my health, or my daily life. Only include the information I provide and do not exaggerate the impact." 

Create a draft 
"Rewrite my notes as a clear and polite request. Use only the information I provide. Do not add facts, legal arguments, or references to legislation. Clearly explain what happened, what I think went wrong, how it affected me, what information I need and what outcome I would like."