Most of us have a complaint we’ve been meaning to send. The parcel that never turned up, the bill that went up without warning, the broadband that keeps dropping. When we finally write it, it’s often late at night, a bit cross and far too long. The person who reads it has to dig to find out what we actually want.
These days I spend ten minutes with AI before I send one. Not to make it sound fancy, but to make it short, calm and clear about what I’m asking for. Here’s how.
Step 1: Get the facts down roughly
Write out what happened in your own words. Don’t tidy it. Include dates if you have them and what you’ve already tried. Before anything goes into a chat, leave out account numbers, order numbers, your address and anything else personal. You’ll add those back at the end.
Step 2: Turn it into a timeline
Paste it in and use this prompt:
“Here’s a rough note about a problem I’ve had with a company. Turn it into a short timeline of what happened, with dates, in plain English. Leave out anything that’s just me venting.”
A clear timeline does a lot of the work for you. It shows you were reasonable and makes it easy for someone to follow.
Step 3: Decide exactly what you want
Next prompt:
“Based on this, what’s a clear and reasonable thing I could ask them to do? Give me two or three options, like a refund, a replacement or a fix by a certain date.”
This is the step that makes the difference. “I’m really unhappy” usually gets an apology. “Please refund the £40 delivery charge by Friday” gets something done. Pick the option that’s right for you.
Step 4: Write a short, calm version
“Write this as a polite, calm email of no more than six lines. Include the timeline in one or two sentences and finish with exactly what I’m asking for and by when.”
Then make it yours. Change any wording that doesn’t sound like you, add the reference numbers back in, and read it once out loud. If it sounds like something you’d be happy to receive, it’s ready.
Step 5: Send it and set a reminder
Send it yourself, then put a reminder in your calendar for a week’s time. If you’ve heard nothing, reply to the same email and ask for an update. Keeping everything in one thread makes it easier if you ever need to take it further.
Where AI stops
AI doesn’t know the company’s policy or exactly what you’re entitled to, and it can sound confident when it’s wrong. Check your rights on an official source such as Citizens Advice before you ask for anything specific. Don’t let it add facts or quotes you can’t back up, and keep personal details out of the chat. This is a way to write clearly, not legal advice.
Quick questions
What should I leave out when I paste a complaint into AI?
Account numbers, order numbers, your address, phone number and anything else personal. Write placeholders like [order number] and add the real details yourself before you send.
How do I know what I'm entitled to ask for?
AI can suggest options, but it doesn't know your rights for sure. Check an official source such as Citizens Advice before asking for a specific refund or remedy.
What if I don't hear back?
Reply to the same email after a week and ask for an update. Keeping it all in one thread gives you a clear record if you need to take it further.