Customer Feedback Form
Use the below form to give us feedback or make a complaint.
You can also learn more about how we handle your feedback here
Using AI to Help Write a Complaint to Muir
When things go wrong, we want to understand what’s happened from your point of view so we can put things right where we can. The best way to do that is to tell us about your experience in your own words. We know some customers may choose to use AI tools such as ChatGPT, Copilot or Gemini to help organise their thoughts or draft a complaint.
If you decide to use AI, this guide will help you make sure your complaint is clear, accurate and easy for us to investigate, so you get the responses you asked for.
Before you start
Think about the key points you want to tell us:
- What happened?
- When did it happen?
- How did it affect you?
- What would you like us to do to put things right?
The clearer your information is, the quicker we can understand what matters most to you.
Keep your information safe
If you use an AI tool, avoid sharing personal information such as:
- Your full name
- Address
- Phone number
- Tenancy reference number
- Bank details
- Information about other people
Instead, use general descriptions such as "my home" or "my bank account".
You can add your personal details after you've finished drafting your complaint.
How AI can help
- AI can be useful if you need support to:
- Organise your thoughts
- Check spelling and grammar
- Structure your complaint
- Summarise a long series of events
- Make your writing clearer
A good complaint doesn't need complicated language. It just needs to explain your experience clearly and honestly.
What to watch out for
AI isn't always right.
Sometimes AI tools can:
- Add information that isn't accurate
- Make assumptions about what happened
- Use legal or technical language that doesn't apply to your situation
- Refer to policies, laws or rights incorrectly
- Make complaints longer and more complicated than they need to be
Before you send your complaint, read it through carefully and make sure everything reflects your own experience. If something doesn't sound like you would say it, change it or remove it.
Keep it personal
The most helpful complaints are written in your own words.
Tell us:
- What happened from your perspective
- Why you're unhappy
- How the issue affected you
- What outcome you're hoping for
This helps us understand the impact on you and investigate more effectively. We want to hear your experience, not just what an AI tool thinks happened.
Make it clear and easy to follow
You don’t need to shorten your complaint or leave out anything that matters. The aim is to explain your experience clearly, so we can understand your concerns, investigate them properly and respond to the points you’ve raised.
We believe good communication sounds like a chat. We use the same clear, straightforward language we'd use if we were speaking to someone on their doorstep.
When using AI, you can copy and paste these prompts, so you can ask it to:
"Help me write my complaint in plain English using clear language."
“Keep all the important details I’ve provided, make the main issues and their impact clear.”
“Explain what I’d like my landlord to do to put things right.”
“Don’t add legal language, assumptions or information I haven’t provided”.
Before you send your complaint
Take a few minutes to check:
✔ Is everything accurate?
✔ Does it describe what happened?
✔ Have you removed anything that isn't relevant?
✔ Have you added any personal details you left out when using AI?
✔ Does it sound like something you would say?
✔ Is it clear what outcome you're looking for?
We're here to help
You don't need to use AI to make a complaint, and we won't treat your complaint differently if you do.
If you'd rather speak to us directly, we'll be happy to listen and help. Our priority is understanding your concerns and working with you to find a fair resolution.
We always aim to treat you with fairness and respect, listen to your feedback and use what you tell us to improve our services.
To learn more about how Muir handles your personal data, click here: www.muir.org.uk/privacy-policy