More than half of consumers who made or considered making a formal complaint about a regulated service used artificial intelligence during the process, new research has revealed.

Research commissioned by the Legal Ombudsman (LeO) found 54% of people who had made or considered a complaint in the previous 12 months used AI during their complaints journey.

The findings highlight how regulated firms could increasingly face complaints researched, structured or drafted with the assistance of AI.

Among consumers who used AI to help decide whether to complain, 79% said it influenced their decision – although more were persuaded not to complain than to proceed.

AI-ASSISTED COMPLAINTS

A review of Legal Ombudsman case files also found indicators of AI use in 51% of the complaints examined.

AI appeared to have a positive impact in 33% of those cases but a negative impact in 35%.

LeO said AI could help consumers better understand their rights and give them greater confidence when dealing with service providers.

However, it warned that AI-assisted complaints could also become longer, more complex and increasingly legalistic, making it harder to focus on practical outcomes.

YOUNGER CONSUMERS LEAD USE

There was a significant generational divide, with 70% of under-35s who had made or considered a complaint using AI compared with 16% of those aged between 55 and 75.

Chief Ombudsman Phil Cain said: “AI is rapidly becoming another voice in the complaints process. For many people it can help remove barriers by improving understanding, building confidence and making it easier to engage with legal service providers.

“But the picture is more nuanced than simply making complaining easier. AI can help, but it can also hinder, particularly where complaints become more complex or where people place too much reliance on information that is inaccurate.”

LeO has published guidance for consumers and service providers on using and responding to AI-assisted complaints.