UK public bodies struggle with chatbot-generated complaints

UK councils, MPs’ offices, courts and businesses are reporting a surge in AI-generated complaints, requests and legal challenges that is stretching already limited resources. Chatbots make formal correspondence easier to produce, but staff say the resulting submissions are often lengthy, repetitive and difficult to answer. Lawyers in Local Government says most council complaints are now 10 times longer than before widespread chatbot use, when they averaged about two pages.

Inaccurate legal references and unclear demands add to the workload. AI tools can cite laws from unrelated jurisdictions, invent case law or frame minor disputes as serious offences without specifying a desired resolution. The Information Commissioner’s Office cautions that requests apparently drafted with AI still require human responses, even when they contain inaccuracies. Transport for London received a record 4,769 freedom of information requests in 2025-26 and reported an increase in appeals apparently generated by AI.

Some ombudsman services are introducing word limits or restrictive submission templates, while Wiltshire council is exploring AI tools to summarise long emails and draft initial responses. Staff acknowledge that chatbots can help people who struggle to write formal correspondence, but warn that rising volumes divert resources from other services. Further automation also raises concerns about cost and the loss of human contact.