Whether your complaint is simple or involved, keeping a tidy record helps it move faster and protects your position if the matter runs on. You do not need anything elaborate, just the essentials in one place.
What to keep
- The reference we give you when we log the complaint
- Copies of any emails between you and us
- Dates and brief notes of any phone calls, including who you spoke to
- Statements or screenshots that show the issue
- Your original agreement and offer for the facility involved
Why it matters
A clear trail means neither side has to rely on memory. If a question comes up about what was said or when, the record settles it. It also makes any further review straightforward, because the history is already assembled.
We keep records too
We log complaints, acknowledgements, and outcomes on our side as well. If you ever need us to confirm what was agreed, quote your reference and we can check our file.
A practical note
Because these facilities are exempt and outside the Financial Ombudsman Service, your own records are especially useful if you later take independent advice.
See also: How will you keep me updated during a complaint?, What to include in a complaint, How long will my complaint take to resolve?.