Consumers are increasingly using AI tools like ChatGPT to write complaints, challenge decisions and escalate disputes. While AI may help consumers communicate more clearly and confidently, it also raises important questions around accuracy, authenticity and the future of complaint handling.

As many as 67% of consumers could potentially be classified as situationally vulnerable when assessed against the Financial Conducts Authority’s criteria is staggering and as we are as predicted we are entering into a storm of consumer vulnerability.