Director of RG Law, Matt Giles, explores how the rise of AI-generated complaints is reshaping the way clients interact with property professionals.
23rd Jan 20261 391 3 minutes read Matt Giles, DIrector, RG Law
Matt Giles. Director, RG Law
Artificial intelligence is quietly changing how clients interact with property professionals. In conveyancing, one of the most noticeable shifts is the rise of AI-generated complaints – highly polished, legal-sounding challenges that can escalate quickly, even when the underlying issue is relatively minor.
For estate agents and conveyancers alike, this trend is less about increased dissatisfaction and more about how concerns are now expressed. Understanding what sits behind these “super complaints”, and how to manage them effectively, is becoming an essential part of maintaining strong client relationships and smooth transactions.
When complaints sound more serious than they areAI-assisted complaints often arrive with authoritative language, formal structure and references to perceived obligations or failures. In many cases, however, the assumptions underpinning those complaints are inaccurate or incomplete.
For conveyancers, the challenge is not whether to respond – complaints must always be taken seriously – but how to unpick the substance from the presentation. Firms must explain why certain assertions have no legal basis without appearing defensive or dismissive, while still reassuring the client that their concerns are being heard.
Increasingly, this requires senior staff to become involved earlier than they might previously have been, simply because of the tone and format of the complaint rather than the seriousness of the issue itself.
Faster escalation, greater pressure on teamsOne of the most significant operational impacts of AI-generated complaints is the speed at which they escalate. Their formal and sometimes litigious tone often triggers internal complaints processes immediately, even where the underlying concern could previously have been resolved through informal discussion.
This has a real business cost. Senior fee earners are drawn into complaint handling at an earlier stage, diverting time away from progressing live matters. For smaller firms in particular, this can place strain on already stretched teams and reduce overall efficiency across the transaction pipeline.
The complaint itself may not be more complex than before – but managing it has become more resource-intensive.”
The complaint itself may not be more complex than before – but managing it has become more resource-intensive.
Prevention remains the most effective strategyAs with many areas of client service, prevention is far more effective than cure. Many complaints that escalate into formal grievances stem from uncertainty, misaligned expectations or a lack of clarity around what is happening and why.
Clear communication at the outset of a transaction is essential. Clients need realistic explanations of timescales, dependencies and potential delays, particularly around compliance checks, lender requirements and third-party involvement. Promising what can realistically be delivered – and then delivering consistently against that promise – goes a long way to reducing frustration later.
Regular updates also play a crucial role. Even where there is no material change, keeping clients informed reassures them that progress is being made. Importantly, firms should not be afraid to ask clients how they are feeling about the process. Concerns addressed early are far less likely to evolve into formal complaints, whether drafted personally or with the help of AI.
Managing expectations in an instant-response cultureAI has also reinforced a broader shift in client expectations. Many clients are now accustomed to instant responses in other aspects of life and may struggle to understand why conveyancing does not operate at the same pace.
The reality is that property transactions remain complex, highly regulated and dependent on multiple parties. Helping clients understand what is and is not possible – and why – has become a central part of the conveyancer’s role.
This is not about lowering service standards. It is about setting boundaries clearly, communicating transparently and ensuring clients understand the level of service they can expect for the fee they are paying.
Can AI help firms manage the problem it creates?AI is not only part of the challenge; used responsibly, it can also form part of the solution. AI tools can help firms manage routine queries, support triage of incoming communications and improve efficiency in low-risk administrative tasks.
AI-generated outputs should always be checked by trained staff to ensure accuracy, consistency and alignment with firm processes.”
However, any use of AI within a law firm must be governed by clear internal policies. AI-generated outputs should always be checked by trained staff to ensure accuracy, consistency and alignment with firm processes. Transparency with clients about where AI is used – and where it is not – is essential to maintaining trust.
Looking aheadAI-educated complainants are unlikely to be a passing trend. As these tools become more accessible, clients will continue to use them to challenge professionals and articulate dissatisfaction.
Firms that remain resilient will be those that focus on clarity, consistency and communication. By setting realistic expectations from the outset, addressing concerns early and using AI carefully rather than reactively, conveyancers – and the agents who work closely with them – can adapt to this changing landscape without compromising service quality or professional integrity.
TagsAI artificial intelligence client complaints Matt Giles RG Law 23rd Jan 20261 391 3 minutes read Matt Giles, DIrector, RG Law Share Facebook X LinkedIn Share via Email