As of 13 August 2026, AI can only partly write a complaints policy for your UK business.

What to actually do

1. Hand it to a person

   The route this page recommends

   Someone with a licence or accountable authority has to sign this before it counts.

2. Use a tool built for this

   Second choice

3. Do it yourself

   The distant third

   A chat interface, chat-fluent skill, and roughly 1 hour until you can act on the result.

   How to actually do it

   1. Open the current complaints guidance on GOV.UK and, if your business is regulated, the relevant regulator or ombudsman guidance.
   2. Gather your current complaint email address, postal address, phone route, online form, opening hours, responsible staff roles, internal escalation route and response targets.
   3. Collect your existing customer terms, privacy notice, accessibility information and any regulator or membership-scheme rules that mention complaints.
   4. Paste those materials and the business details into the prompt, asking the chatbot to mark unknown facts as [NEEDS CONFIRMATION] and not invent legal requirements.
   5. Compare the draft's contact details, roles, response targets and escalation promises against your current systems and amend every mismatch before publication.
   6. Ask a UK solicitor, or the relevant regulated-sector adviser, to check the legal and regulatory points, then publish the approved version and brief the staff who will handle complaints.

   Prompt

   Draft a complaints policy for my UK business using the information below. Write it in plain British English for customers and staff, with headings and a practical process.
   
   Business name: [BUSINESS NAME]
   Business type and sector: [BUSINESS TYPE AND SECTOR]
   Customers or service users: [CUSTOMER GROUPS]
   Products or services: [PRODUCTS OR SERVICES]
   Complaint channels: [EMAIL, POST, PHONE, ONLINE FORM OR OTHER CHANNELS]
   Who receives and investigates complaints: [ROLES OR TEAMS]
   Internal stages and escalation route: [PROCESS]
   Target acknowledgement and response times: [CURRENT INTERNAL TIMESCALES]
   Any regulator, ombudsman or industry scheme: [DETAILS OR NONE]
   Accessibility, language or support arrangements: [DETAILS]
   Complaints records and privacy arrangements: [DETAILS]
   Relevant business terms or existing policy: [PASTE TEXT]
   
   Do not invent legal duties, deadlines, regulators, contact details or promises. Distinguish clearly between my existing process, a suggested operational improvement and a legal or regulatory requirement. If information is missing, mark it as [NEEDS CONFIRMATION] rather than guessing. Do not claim that the policy is legally compliant. First list the questions I must answer, then draft the policy, then provide an implementation checklist covering publication, staff handling, records, escalation and review. Flag every point that should be checked against current GOV.UK or regulator guidance or by a UK solicitor.

   Open it prefilled in ChatGPT or Claude, or copy it into Gemini, which takes no prefill link.