When Members Use AI: Handling The Next Generation Of Complaints

The use of AI tools (eg ChatGPT or Claude) by pension scheme members is no longer hypothetical. It is already reshaping how some complaints are drafted, framed and pursued.

From generating structured complaint letters to assisting with legal research and tone, AI tools give members access to resources that can produce complaints which are more detailed and, in some cases, more legally sophisticated than ever before.

While this shift can improve accessibility to a scheme’s IDRP, it also presents new challenges for trustees and administrators responsible for handling complaints and anticipating potential escalation to TPO.

Common features of AI-assisted complaints

When reviewing a complaint, there are a number of features that may indicate AI has been used to assist with drafting: