Recording and Transcription

Purpose of recording

The primary purpose of recording or transcription should be personal accuracy and record-keeping.

Recordings may help consumers:

• Recall what was said during complex discussions
• Check understanding of advice or explanations
• Review tone, clarity, and commitments made
• Support accurate note-taking

Recording is not a substitute for written confirmation and should not replace clear, written communication.

Limits of transcription

Transcriptions derived from recordings have inherent limitations. They may:

• Miss nuances of tone or emphasis
• Contain unclear or inaudible sections
• Reflect phrasing but not intent

Transcripts should be treated as aids to understanding rather than definitive or authoritative records.

Accuracy and transparency

Where transcripts are created, accuracy and transparency are critical.

Good practice includes:

• Clear identification of speakers
• Marking unclear or inaudible audio explicitly
• Avoiding reinterpretation or “cleaning” that alters meaning
• Keeping original audio files where possible

Transcripts should represent what was said, not what was intended or later inferred.

Use in complaints and disputes

Consumers should exercise caution when relying on recordings or transcripts in complaints or disputes.

Recordings and transcripts:

• Are not certified legal records
• May be challenged or disputed
• Should be supported by written evidence where possible

Written communications, documents, and contemporaneous notes often carry greater weight and clarity.

Responsible use

Recording and transcription should be used responsibly and proportionately.

Consumers should avoid:

• Publishing recordings or transcripts publicly
• Using recordings to intimidate or pressure providers
• Treating recordings as conclusive proof without context

The aim is accurate understanding and fair engagement, not confrontation.

Purpose of this guidance

This guidance exists to help consumers understand both the usefulness and the limits of recordings and transcription.

Used carefully, they can support understanding. Used carelessly, they can introduce risk, confusion, or misinterpretation.