What did the Legal Ombudsman find about AI in complaints?
The Legal Ombudsman's research brief of 1 October 2026 found indicators of AI use in 51% of the 100 complaint files it reviewed. In the files that showed indicators of AI use, AI appeared to have a positive impact on resolution in 33% and a negative impact in 35%.
The brief is called "AI and complaints: removing barriers, reinforcing divides?". It is research and practical guidance from the Legal Ombudsman, not a new rule. The Ombudsman resolves complaints about legal service providers in England and Wales.
How did the Legal Ombudsman measure AI use?
The Ombudsman reviewed 100 randomly selected complaint files across all areas of law, using a set of 18 AI indicators. Common indicators included excessive use of formatting such as bold text, legal references or regulatory requirements that could not be substantiated, and complaints that lacked a clear or practical resolution request.
A second review of 100 residential conveyancing complaint files found indicators of AI use in 50% of them.
How many complainants use AI?
An Ipsos survey of 2,196 adults aged 16 to 75 in England and Wales, run for the Ombudsman, found that 54% of people who had made, or considered making, a formal complaint about a regulated service in the previous 12 months had used AI during their complaint journey.
Of those who used AI to help decide whether to complain, 79% said it influenced their decision. The survey covers complaints about any regulated service, not only legal services.
When does AI make a complaint harder to resolve?
The brief says complaints where AI appeared to have a negative impact were often overly formal or legalistic, excessively focused on perceived failings by the service provider, or unnecessarily lengthy.
Complaints where AI appeared to have a positive impact were typically concise, clearly structured and focused on resolution.
How should a firm respond to a complaint written with AI help?
Alongside the research, the Legal Ombudsman published a Spotlight for legal service providers with five tips. Respond to the consumer, not the AI tool. Keep it simple and use plain English. Consider all options, such as a call or a meeting. Keep your published complaint procedure in mind. Remember that your experience and expertise matter more in resolving complaints.
Can a firm use AI to answer complaints?
The Spotlight says some service providers use an AI tool for some complaint handling functions and that, subject to regulatory considerations, the principle of this is fine. It warns about confidentiality and says anything that goes out with your letterhead and signature "is yours, whether it was written by a human or a machine."
The same thinking sits behind human review of any AI-assisted work.
Margo Legal is not a law firm and does not give legal advice.
Frequently asked questions
What did the Legal Ombudsman find about AI in complaints?
The Legal Ombudsman's research brief of 1 October 2026 found indicators of AI use in 51% of the 100 complaint files it reviewed. In the files that showed indicators of AI use, AI appeared to have a positive impact on resolution in 33% and a negative impact in 35%.
How many complainants use AI?
An Ipsos survey of 2,196 adults aged 16 to 75 in England and Wales, run for the Ombudsman, found that 54% of people who had made, or considered making, a formal complaint about a regulated service in the previous 12 months had used AI during their complaint journey.
When does AI make a complaint harder to resolve?
The brief says complaints where AI appeared to have a negative impact were often overly formal or legalistic, excessively focused on perceived failings by the service provider, or unnecessarily lengthy.
How should a firm respond to a complaint written with AI help?
Alongside the research, the Legal Ombudsman published a Spotlight for legal service providers with five tips. Respond to the consumer, not the AI tool. Keep it simple and use plain English. Consider all options, such as a call or a meeting. Keep your published complaint procedure in mind. Remember that your experience and expertise matter more in resolving complaints.
Can a firm use AI to answer complaints?
The Spotlight says some service providers use an AI tool for some complaint handling functions and that, subject to regulatory considerations, the principle of this is fine. It warns about confidentiality and says anything that goes out with your letterhead and signature "is yours, whether it was written by a human or a machine."
Sources
- Legal Ombudsman, "Legal Ombudsman research reveals AI's growing influence on complaints", news release, 1 October 2026: https://www.legalombudsman.org.uk/information-centre/news/legal-ombudsman-research-reveals-ais-growing-influence-on-complaints/
- Legal Ombudsman, "AI and complaints: removing barriers, reinforcing divides?", research briefing, October 2026: https://www.legalombudsman.org.uk/media/fzkdyt2k/leo-ai-research-brief-october-2026.pdf
- Legal Ombudsman, "Spotlight on Artificial Intelligence: is an LLM better than an LLB?": https://www.legalombudsman.org.uk/for-legal-service-providers/learning-resources/spotlight-series/spotlight-on-artificial-intelligence-is-an-llm-better-than-an-llb/