How to Keep Records of Your Communications

Why records help

Keeping a clear record of every contact protects you. If a question arises later — about what was said, when, or what you agreed — your notes and copies make it easy to set the record straight and support any dispute or complaint.

This is general information, not legal advice. Good records simply make any next step easier.

What to note

For each contact, jot down:

The date and time
Who you spoke to or who wrote
What was said or requested
Any agreement reached and next steps

Step-by-step

Start a simple log — a notebook, document, or folder works well.
After each call, note the date, who you spoke to, and what was said.
Keep copies of every letter and email, both sent and received.
File everything together so it is easy to find.
Before any call, have your log and reference number to hand.

These records make it much easier to make a formal dispute in writing if you ever need to.

Using your records

If you need to raise a dispute or complaint, your records provide a clear, dated history. You can find more guidance in our Help Centre.

FAQ

What should I record after a phone call?

Note the date and time, who you spoke to, what was discussed, and anything agreed. A quick note straight after the call is most accurate.

Do I need to keep every letter?

It is wise to keep copies of everything you send and receive, filed together. You may not need them, but they are invaluable if a question comes up.

How do records help with a dispute?

They give you a clear, dated history of what was said and agreed, which makes a dispute or complaint far easier to explain and support.