Key facts
- AI-assisted complaints are substantially increasing the workload for UK schools, local councils, and public bodies.
- Chatbots can produce complex arguments, sometimes misquoting legislation, leading to complaints of up to 27 pages.
- AI makes complaining more accessible for individuals, but can also increase trivial or unjustified grievances.
- Lawyers in Local Government estimate a doubling of their workforce is needed to manage the surge in complaints.
- Freedom of Information teams are experiencing higher volumes and complexity of requests due to AI assistance.
A significant increase in complaints drafted with the assistance of artificial intelligence is placing an unprecedented strain on UK local councils and schools, according to reports.
Chatbots are enabling individuals to generate complex arguments, often citing regulations and parliamentary acts, which can result in documents extending to dozens of pages, a substantial increase from the single-page complaints previously common. While AI is lauded for making the complaint process more accessible, particularly for those with writing difficulties or who are neurodivergent, it is also contributing to a rise in trivial or unjustified grievances.
Deborah Evans, chief executive of Lawyers in Local Government, estimates that her organization's members, who represent 5,600 lawyers working in local authorities, would need to double their current workforce to manage the "massive" influx of complaints. This complexity means that complaints handlers may need to consult legal professionals, escalating costs for councils and potentially leading to slower response times.
School leaders have also noted a rise in complex cases generated by AI, with parents using the technology to create multiple, extensive complaints that add to the difficulty of resolution and strain staff resources. Similarly, Freedom of Information (FOI) teams are reporting higher volumes and greater complexity of requests, with some AI-generated requests misquoting legislation or requiring significant clarification.
The Information Commissioner's Office (ICO) has acknowledged this trend, publishing guidance to support FOI teams and mitigate potential delays, errors, or increased complaints stemming from AI-assisted requests. Public sector workers generally support AI's role in removing barriers to challenging decisions, but concerns remain about how to manage time-wasting requests effectively.