By Paul Davies, Complaints Manager
We are increasingly supporting schools in dealing with complaints that appear to have been generated using AI. The speed and sophistication of AI tools mean that complaints can escalate rapidly – sometimes before schools are even aware there is an issue. Frequently, complaint letters are not only highly formal but also packed with legal terminology, often generated by AI platforms. While AI tools offer parents a quick and polished way to try and escalate issues, they also introduce new challenges for school staff in trying to resolve concerns constructively and collaboratively.
AI-generated complaints tend to bypass the informal, conversational stage of problem-solving. Instead of a phone call or a meeting to discuss a concern, schools are increasingly receiving correspondence that reads and feels like a formal grievance rather than as a request for support. This shift can create a defensive atmosphere, making it harder for both sides to engage in the kind of open dialogue that often leads to quicker, more empathetic resolutions.
Leaders and other staff members can be left feeling blindsided and under pressure to respond formally within a tight timescale, without the opportunity to draw on their soft skills to de-escalate and understand the root of any concern.
How can schools respond effectively in this new landscape? This was one of the questions that Catherine Loake was asked on a recent The Headteacher Update podcast. Find out more and listen the podcast.
Catherine suggested doubling down on what AI cannot replicate: human connection. It’s possible to get upstream by investing in opportunities to open informal dialogue with parents, through regular check-ins, proactive communication and open appointments with wider specialist staff, including the SENDCo and pastoral leads at parents’ evenings. By investing in ensuring that parents feel heard at the earliest stage, staff members are less likely to turn to AI-generated letters as their first port of call.
There is also opportunity to highlight the school complaints process proactively in a range of communications, emphasising that informal conversations are not only welcomed but also often the most effective way to resolve issues.
In a world where AI can draft a complaint in seconds, the value of human interaction has never been greater. It is inevitable, of course, in a world where emotional volatility is heightened for a myriad of reasons, that not all complaints will be resolved informally. In complex and time-consuming cases, the HFL Education Complaints Service is on hand to support you by offering the opportunity of human interaction, for you to discuss the situation you are facing and to receive advice and support on the most pragmatic way of dealing with it. Please feel free to reach out to us if you would like to have a friendly and impartial discussion.
Find out how out governance team can support you.
Or email governance@hfleducation.org.
