Managing AI-Generated Complaints
This course explores how artificial intelligence is being used in complaint submissions and provides guidance on identifying AI-generated content and responding appropriately while maintaining fair and effective complaint handling.
By the end of this course you will be able to:
- Explain how generative AI tools are commonly used to produce complaints and representations.
- Recognise the characteristics of AI-generated correspondence.
- Distinguish between the quality of a complaint's presentation and the strength of its underlying issues.
- Identify inaccuracies, unsupported legal assertions and hallucinated references within AI-generated submissions.
- Apply existing complaints policies fairly regardless of whether AI has been used.
- Extract the core issues, evidence and desired outcomes from lengthy or complex complaints.
- Respond proportionately, focusing on the substantive complaint rather than the volume of text.
- Demonstrate good record keeping and decision-making when handling AI-assisted complaints.
Learning in our virtual classroom provides the perfect balance of convenience and engagement. You can join a focused session led by an expert trainer from wherever you feel most comfortable, eliminating the need for travel.
The format mirrors the quality of face-to-face training while allowing real-time interaction with the trainer and other participants, creating an interactive and dynamic learning experience.
With clear guidelines like muting microphones when not speaking and keeping cameras on, the sessions remain professional, collaborative, and distraction-free.
Please note: The link to your virtual course will be sent to you on the working day before the course date.
Bring this course to your team, your way
This course can be delivered in-house for any number of participants, either in person at your office or online using our virtual platform. There’s no minimum or maximum group size, and we’ll tailor the delivery to suit your team’s needs.
Our highly experienced trainers will work closely with you to make sure the content and format are right. If it’s face-to-face, you just need to provide the venue and refreshments. We’ll handle everything else, including the materials and delivery.
Explore your options
To discuss your requirements and to get a quote call the courses team on 01926 417 792 or email [email protected].
Related information
Stay in control as AI-generated complaints rise
Member feedback has highlighted the growing phenomenon of AI tools helping consumers create detailed, legal-sounding complaints in minutes. While many complaints are reasonable and well-intentioned, the speed and volume made possible by AI are creating new pressures for property agents, especially smaller firms with limited staff capacity. Propertymark is working to ensure members are supported through clear guidance, professional standards, and a strong voice with policymakers.