More than half of consumers who made or considered making a formal complaint about a regulated service used artificial intelligence during the process, new Legal Ombudsman research reveals.
The findings could have implications for property professionals and conveyancers as consumers increasingly turn to AI for help understanding their rights and pursuing complaints.
Research commissioned from Ipsos found 54% of people who had made or considered a formal complaint during the previous 12 months used AI during their complaints journey.
The Legal Ombudsman (LeO) also reviewed 100 residential conveyancing complaint files as part of its research alongside 100 randomly selected complaints covering all areas of law.
AI SHAPES COMPLAINTS
Among consumers who used AI to decide whether to complain, 79% say it influenced their decision – with more persuaded not to complain than to proceed.
Indicators of AI use were identified in 51% of the general Legal Ombudsman complaint files reviewed.
AI appeared to have a positive impact in 33% of those cases but a negative impact in 35%.
LeO warns that while AI can make complaints clearer and help consumers understand their rights, it can also produce longer and more complex complaints that become increasingly legalistic and less focused on practical resolutions.
GENERATIONAL DIVIDE
Usage also varies sharply by age, with 70% of under-35s who made or considered a complaint using AI compared with just 16% of 55 to 75-year-olds.
Chief Ombudsman Phil Cain says: “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.”
