Artificial intelligence is changing both the volume and shape of complaints that organisations receive.
Tools like large language models allow complainants to generate clear, formal, legal-sounding grievance letters in minutes — often with persuasive structure and detailed reasoning that previous generations of complaints lacked. AI isn’t the cause of dissatisfaction, but it lowers the barrier to submitting a complaint, and organisations are feeling the impact.
At the same time, data from regulated sectors shows that complaints are rising across industries. For example, the Financial Ombudsman Service reported over 305,000 new complaints in 2024/25 — a 54% increase on the year before, the highest level in six years.
This combination, easier complaint creation powered by AI and rising complaint volumes, means that first contact matters more than ever. How an organisation responds in those initial moments sets the tone for resolution, escalation and long-term trust.
AI tools can:
Help users articulate complex issues clearly
Structure complaints logically
Suggest persuasive wording
Reduce the intimidation factor for people who find formal complaint writing hard
According to People Management by CIPD, more than half of professionals report receiving AI-generated grievances that are often more formal or legalistic than traditional complaints.
Similarly, members of PropertyMark report a rise in polished, assertive complaint letters that appear to have been produced with AI assistance.
AI isn’t the only driver of rising complaint volumes, but it amplifies existing trends.
In the UK public sector, complaint volumes have reached record levels. For example, local government complaints exceeded 20,000 cases in 2024/25, a double-digit increase on the previous year, driven by heightened public awareness and reduced barriers to filing concerns. (workpro.com)
In financial services, the Financial Ombudsman Service handled over 305,000 complaints in 2024/25, up 54% year-on-year — illustrating that complaint volume is not a static metric but one that can shift rapidly under evolving social and technological conditions.
Higher volume isn’t a problem if the first contact works — but too often it doesn’t.
When front-line staff fail to:
Acknowledge the issue clearly
Gather accurate context
Resolve concerns quickly
organisations see:
higher escalation rates
longer resolution times
increasing frustration on both sides
This creates secondary demand — work that exists only because the initial interaction didn’t restore trust.
Despite the challenges, embracing the shift can lead to a positive competitive edge:
Organisations that acknowledge complaints quickly and respectfully build trust even before the outcome is decided.
AI-generated complaints often contain better-structured information. If you harness that data, you can detect patterns faster, flag systemic issues and improve services proactively.
When first contacts are handled well, complainants often become advocates. Exceptional initial handling can transform complaint volumes from a metric of risk into a signal of engagement and continuous improvement.
AI is not going away. More people will use it — consciously or not — to express dissatisfaction as clearly as possible.
The organisations that succeed will be those that:
have clearly defined processes at first contact
empower staff to respond humanely and accurately
use complaint data strategically to drive change
This is not just good governance; it’s good business.
If rising complaint volumes — AI-assisted or otherwise — are stretching your teams, we can help.
Explore our tailored Complaint Handling Training and Independent Review Services designed to improve first contact, reduce escalation and turn complaints into organisational insight. Book a consultation today.