Legal Ombudsman research reveals AI's growing influence on complaints
The Legal Ombudsman (LeO) has published new research examining how artificial intelligence (AI) is influencing consumer engagement with complaints processes and routes to redress.
The findings outline AI is becoming an increasingly important part of the complaints journey, helping consumers better understand their rights and engage more confidently with complaints processes. Our own review of case files found a more nuanced picture. While AI can support clearer and more accessible complaints, it can also result in complaints that are longer, more complex and harder to resolve, with some becoming increasingly legalistic and less focused on practical outcomes.
The research also highlights the potential for AI to reinforce existing digital divides, with younger people and those with higher levels of education and income more likely to use AI when pursuing redress.
As organisations across the redress landscape consider the opportunities and challenges presented by AI, we hope the research will contribute to wider discussions about how complaint-handling bodies can continue to support fair and accessible redress.
Alongside the report, we have published practical guidance for both consumers and service providers, drawing on the findings from the research.
We would be happy to discuss the research and findings wth members of the OA in more detail and welcome any opportunities to share learning and discuss the implications for the wider ombudsman and complaint handling sector.
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