When to use this
- You were denied a service or flagged at work, and the decision felt automated.
- A payment, claim, loan, or moderation outcome arrived with no human you can reach.
- You suspect monitoring or scoring is running in the background.
The 90-second version
- Ask if automation was used: “Was an automated system involved in this decision, yes or no?”
- Ask for a human review: “I want a documented human review of my case.”
- Ask for an explanation: “Explain the main factors and data used. Include any accuracy score or confidence level if available.”
- Correct the record: “Here is new or corrected information that changes the outcome.”
- Get it in writing: Request a dated response from a named person, along with a contact route for appeal.
Email template for first request
Subject: Request for human review and explanation of automated decision
Hello [Team or Contact],
I received [decision or outcome] on [date]. Please confirm whether any automated system was used. If yes, I am requesting:
- A documented human review of my case.
- A plain-English explanation of the main factors and data used.
- Any available accuracy or confidence information.
- A route to appeal and the time limits.
Here is the context that may change the outcome. [short bullet points only]
Please reply in writing within [10 working days] with a named contact.
Regards,
[Name]
[Email]
[Reference number or account if relevant]
Email template for escalation
Subject: Escalation – No response yet to automated decision review
Hello [Manager or Complaints Team],
I requested a human review on [date] and have not received a sufficient response. Please escalate this as a formal complaint. I am again requesting:
- A human review by a qualified person.
- A plain-English explanation of the factors and data used.
- A clear route to appeal with dates.
If external escalation is needed, confirm the correct ombudsman or regulator.
Regards,
[Name]
Short call script
“Before we continue, please confirm whether automation was used. I am requesting a human review and a written explanation of the main factors. I will send this as an email now so we have a record.”
What to attach
- Screenshots or PDFs of the decision.
- Dates and times of any calls or messages.
- Only the facts that directly change the outcome.
Red flags that justify escalation
- No one will confirm whether automation was used.
- You receive only a generic stock reply.
- The explanation does not match the decision.
- “Computer says no” with no appeal route or timeline.
Manager’s view – If you run teams
- Publish a human review route with a named role and a response SLA.
- Keep an appeals log:- decisions, dates, outcome, fixes.
- Never use “urgent” to override fairness or due process.
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