As of 13 August 2026, AI can write a customer complaints procedure for a UK business.

What to actually do

1. Hand it to a person

   The route this page recommends

   A person who owns the outcome does this end to end, worth it when the failure is dear.

2. Use a tool built for this

   Second choice

3. Do it yourself

   The distant third

   A chat interface, chat-fluent skill, and roughly 30 minutes until you can act on the result.

   How to actually do it

   1. Open a document and gather your current customer contact details, complaint channels, staff roles, response targets, escalation routes, records system and existing complaints or customer-service policies.
   2. Check whether your business operates in a regulated sector, then open the relevant regulator's current guidance and save the parts covering complaints handling, response times, records and escalation.
   3. Paste the gathered business information, policy text and any applicable regulatory guidance into the prompt, replacing each bracketed slot and leaving unknown items marked as needing confirmation.
   4. Ask the chatbot to produce the procedure, responsibility table, customer messages, record template, escalation process and implementation checklist in one document.
   5. Compare every named role, channel, deadline, remedy, escalation route and customer message against your actual systems, current policies and the regulator's guidance where relevant.
   6. Give the corrected draft to the person who owns customer service or compliance, resolve every [TO CONFIRM] item, then publish the approved version where staff can use it and train them on the recording and escalation steps.

   Prompt

   Write a customer complaints procedure for a UK business using the information below.
   
   Business type: [business type]
   Customers: [who the customers are]
   Products or services: [what you provide]
   Complaint channels: [email, phone, web form, post or other channels]
   Who receives complaints: [role or team]
   Who investigates: [role or team]
   Who can approve the final response: [role or team]
   Acknowledgement target: [target or state that this needs confirming]
   Investigation and final-response target: [target or state that this needs confirming]
   Escalation route: [internal manager, director, complaints lead or other route]
   External escalation or regulator: [name, link or state that none is known]
   Recording system: [CRM, spreadsheet, ticketing system or other]
   Information we need from the customer: [details]
   Remedies we may offer: [refund, repair, replacement, apology or other]
   Accessibility and communication needs: [arrangements]
   Existing policies or rules: [paste relevant text]
   
   Produce:
   1. A concise procedure with numbered stages from receiving a complaint to closing it.
   2. A responsibility table showing the owner, required action and hand-off at each stage.
   3. Customer-facing wording for acknowledging a complaint and giving the final response.
   4. An internal complaint record template listing the fields staff must complete.
   5. A short escalation and overdue-case process.
   
   Use plain British English. Do not invent contact details, deadlines, regulators, legal rights, remedies or business practices. Mark every missing decision as [TO CONFIRM]. Separate internal instructions from customer-facing wording. Include a brief implementation checklist. If the business is in a regulated sector, identify the points that must be checked against the relevant regulator or professional adviser before publication. This is an operational draft, not professional advice.

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