Communication Discipline

Core principles

• Do not respond immediately to stressful or unexpected communications.
• Read messages carefully before replying.
• Allow time for reflection, especially where legal or financial consequences may arise.
• Where unsure, delay responding until clarity is achieved.
• Respond in writing where possible, particularly where facts or decisions are involved.

There is rarely a requirement to reply instantly. Taking time to understand and consider a response is reasonable and proportionate.

Written records and clarification

Maintaining accurate records helps preserve clarity and reduces later dispute.

Best practice includes:

• Saving all emails and letters as PDF files.
• Keeping brief notes of meetings and telephone calls.
• Sending meeting notes to the provider for clarification where appropriate.
• Stating that notes reflect your recollection and inviting correction.

This approach helps distinguish between what was discussed, what was agreed, and what may later be disputed.

Managing emotional responses

Strong emotional reactions are understandable, particularly where delay, cost, or poor communication is involved.

However, credibility is best protected when communications remain:

• Factual
• Calm
• Proportionate
• Focused on actions and impact, not feelings

It may help to write an initial response privately and not send it. A considered version can then be prepared once emotions have settled.

Safeguards

Consumers should also observe the following safeguards:

• Do not publish or discuss legal matters on social media.
• Do not share recordings or private communications publicly.
• Do not allow informal or verbal exchanges to replace written confirmation.

Communication discipline protects both understanding and evidence, and supports proportionate escalation if issues arise later.