How do I keep a record that will stand up later?
Contemporaneous, dated and specific — what makes a record persuasive when it matters.
- Difficulty
- beginner
- Time
- 20 min
- Read
- 2 min
Short answer
Write it down at the time, with the date, who you spoke to and what was said. A note made on the day carries far more weight than a recollection written later, and that difference decides most disputes.
Disputes are usually decided by whoever can produce a clear timeline. That is rarely the person with the better memory — it is the person who wrote things down as they happened.
Step by step
- Write it at the time, not afterwards.A note made on the day is contemporaneous, and that matters. Reconstructing from memory weeks later is both less accurate and less persuasive.
- Record the specifics.Date, time, who you spoke to including their name, the reference number, what was said and what was agreed. "Spoke to someone in March" is worth very little.
- Follow phone calls with an email.The single most useful habit. "Further to our call today, my understanding is…" It creates a dated written record and gives them the chance to correct it if you misunderstood.
- Photograph things, dated.Damage, meter readings, the condition of a property, the state of work. Photographs carry a date in their file information and they are hard to argue with.
- Keep the originals, not summaries.Emails, letters, invoices, quotes and messages as they were. A summary you wrote is your account; the original is evidence.
- Keep it all in one place.One folder per matter, physical or digital, in date order. The value of a record is being able to produce the sequence quickly.
- Note what did not happen too."Called on 4th, no answer, no call back." A record of unanswered attempts is often the most useful part when escalating.
- Keep it factual.What was said and done, not how it felt. Factual records are more persuasive and they travel better to an ombudsman or a court.
Tips
- A single running note per matter, with each entry dated, is easier to maintain than a filing system and easier to read back.
- Back it up. A record on one phone that gets lost is no record at all.
- Start recording as soon as something feels like it might become a problem. By the time you are sure, the early detail has usually gone.
Questions people ask
What makes a record persuasive?
Being written at the time, dated, and specific about who said what. A contemporaneous note carries far more weight than a later recollection.
Should I confirm phone calls in writing?
Yes — a short email afterwards setting out your understanding. It creates a dated record and gives them the opportunity to correct it.