Complaint Handling & Resolution

You use the reply to identify overlooked complaint patterns, information gaps, and resolution options that improve the complainant’s outcome.

Using the assistant to produce work beyond what you could have produced alone, rather than the same work faster.

You brief the assistant with the complainant, purpose, verified case facts, response format, length, and required contents.

Giving the assistant the reader, purpose and source facts the work depends on, and the form, length and contents you need back.

You turn the assistant’s draft into an accurate, empathetic resolution response and audit-ready record for colleagues.

Turning the assistant's output into something a colleague could use: editing it, combining it and adding original thinking.

You check the assistant’s case claims, dates, remedies, and assumptions against complaint records before responding.

Checking the assistant's claims, figures and assumptions against the source before the work is used.

You keep restricted and personal complaint information out of the assistant’s brief and response, declining unsafe requests.

Handling confidential and personal data, seeing compliance, ethical and reputational risk, and declining unsafe requests.

You decide what the assistant may summarise or draft, while authorised people retain disputed facts, escalations, and commitments.

Deciding what to hand to the assistant and what to keep, and at what stakes, before any output exists.