Using Artificial Intelligence (AI) to help make your complaint

To understand your complaint we need you to send us information that reflects your experience, in your own words. We do not need you to add legal references or language. 

We will ask you to use our complaint form because this gives us all the authorisations we need to consider the complaint. If you need help completing our form you can contact us.

Some people may find it helpful to use artificial intelligence (AI) tools to help them with making their complaint to us and completing our complaint form. AI tools can be very helpful in organising your thoughts or structuring information. Like any tool, they work best when given clear instructions about what you need.

The prompts below are designed to support you to achieve that. A prompt is simply a question or instruction you type into an AI tool to guide it in what you want it to produce. 

Tell us about your experience in your own words
When you submit a complaint, the most valuable information you can give us is a simple explanation of what happened and how it affected you. We don’t need legal language, just your personal experience. 

• Accuracy matters: Keep your prompt focused on your own experience. AI can make things up or include details that aren’t true which could undermine your complaint.   
• Privacy risks: AI providers may store and use your information to train their systems, sometimes in other countries. Avoid sharing sensitive personal details unless you are sure how they will be used and protected. 
• Keep it personal: Don’t ask AI to add legal arguments or formal language. This can make your complaint harder to understand and may not reflect your situation.
• Human in the loop: Always check that what you submit reflects your own experience and the facts. Before you submit your complaint, ask yourself:
• Does this reflect what happened to me?
•  Are the facts correct?
• Is it in my own words?

The AI prompts on this page may help you fill out our complaint form. These AI tools work best when they are given a clear set of instructions to stop it essentially trying to fill in any gaps. If you feel none of the prompts below work for your situation, you may find it beneficial to follow the same structure of Context, Task, Expectation, Source.

You should remove any personal information that could identify you, such as your full name and use placeholders instead while you are drafting the complaint, such as [the lawyer] or [my advocate]. You can then add your personal details directly to the complaint form without having to share it with the AI tool.

Prompt suggestion 1:

Context: I had a lawyer in Scotland working for me in relation to [insert legal work i.e. buying a house]. I need to explain to the Scottish Legal Complaints Commission what went wrong.

Task: Help me turn this list into sentences which are easy to understand with good structure.

Expectation: Focus only on the facts I provide. Do not add legal arguments or assumptions. Where possible keep it in my tone, there is no requirement for this to be overly professional.

Source: [list all the specific issues]

Prompt suggestion 2:

Context: I want to complain about my lawyer who acted for XXXX in relation to [insert legal work i.e. a criminal matter]. I’m in the process of writing my complaint.

Task: Help me organise these details into a clear timeline that shows what happened first, second, third, and so on.

Expectation: Keep the language simple and clear. Do not add new facts or make assumptions.

Source: Here are the details: [provide all the facts and circumstances include as many dates as possible].

Prompt suggestion 3:

Context: I have submitted a complaint to my lawyer and they have not resolved it. This is in Scotland and I want to submit my complaint to the Scottish Legal Complaint Commission. 

Task: Take the complaint I submitted to my lawyer and put it into individual complaint points. These should be succinct and clear. Do not add new facts or make assumptions.

Expectation: Focus only on the facts I provide. Do not add new facts or legal arguments. Be concise

Source: [insert copy of your complaint sent to your lawyer]

Prompt suggestion 4:

Context: I have written a draft complaint regarding a legal service in Scotland and want it to sound clear and polite.

Task: Rewrite the text as a professional but approachable complaint. Where possible the complaint should be written in my own tone and in plain English.

Expectation: Use only the information I provide. Do not add new facts or legal arguments. Be concise and include a closing paragraph suggesting how I would like the complaint resolved

Source: [paste your draft text here]