We encourage feedback to help us to improve our services and the information we provide.
We want to provide you with a great service, but you might want to suggest improvements, or you might want to compliment us on getting it right. When something goes wrong, we would really like to hear your concerns.
For children and young people, we have created some easy-read guides detailing the process:
Using Artificial Intelligence (AI) to write your complaint
We want to hear about your complaint in your own words. We know some people find AI tools such as ChatGPT helpful when compiling complaints. Please be aware that AI-generated text can 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.
Why you need to be careful
- Information entered into AI tools may be used by providers to train their systems and could be processed outside the UK.
- AI-generated text can include errors, misleading statements, or legal references that are incorrect.
- You remain responsible for the accuracy of anything you submit.
Protect your personal data
Avoid entering sensitive details such as names, addresses, NHS numbers, or other identifiers into AI tools. Only include these when you paste your final version into the official form.
Keep it personal and factual
Focus prompts on your own experience and how it made you feel. A “prompt” is simply the question or instruction you give the AI tool.
Do not ask AI to add legal arguments, formal legal language, or references to laws—these are often inaccurate and can delay your complaint.
Structure clearly—don’t add new facts
You can ask AI to help organise your information, but do not allow it to invent details or assumptions. Stick to what happened, when, who was involved, and the impact on you.
Review everything before submission
Check that the AI-generated text:
- Reflects your personal experience
- Contains accurate facts
- Does not include misleading or unsupported claims
Keep it simple: your voice matters
Your complaint should sound like you.
Before making a complaint
If you are contacting us for first time to request a service or report a problem, please give us the opportunity to sort out the issue. You can tell us that we need to review or investigate something by our report it online forms. We hope to resolve most complaints this way, as it lets us put things right quickly so that you receive the service you deserve.
Have Your Say annual report
You can view and download the Have Your Say annual report here.