LeO responds to research showing AI is used in more than half legal complaints
Summary
The Legal Ombudsman has published research showing that AI is increasingly being used in the complaints process, with more than half of recent complainants or potential complainants using AI at some stage. The report finds AI can help some consumers understand and pursue complaints, but it can also discourage complaints or introduce inaccuracies, creating a mixed impact on access to redress.
Why it matters
Residential property surveyors may see more AI-assisted complaints from clients, particularly where regulated services are involved. The findings highlight the need for clear, accurate complaint handling and careful responses to AI-generated correspondence.
Key points
- More than half of people who complained or considered complaining used AI in the process.
- AI influenced 79% of users' decisions about whether to complain.
- LeO reviewed complaint files and found indicators of AI use in 51% of cases.
- AI had a positive impact in 33% of reviewed cases and a negative impact in 35%.
- LeO has issued guidance for both service providers and consumers on AI-assisted complaints.
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