Records
How to keep a correspondence log for a claim, complaint or application
A correspondence log turns scattered calls, emails and portal messages into a dated record you can use when following up or explaining what happened.
Reviewed 27 August 2026
Use this guide to organize information. Verify current rules, forms, deadlines and professional requirements with the relevant official source before acting.
When paperwork lasts weeks or months, memory becomes unreliable. A simple correspondence log can show who said what, what you sent, what was promised and which follow-up date is next.
Use one row per contact
Record the date and time, channel, organization, person or team if known, reference number, a factual summary, what you sent or received, and the next action. Keep the summary short enough to scan.
| Date | Channel | Summary | Evidence | Next step |
|---|---|---|---|---|
| Example: 8 Aug | Phone | Asked whether uploaded invoice was visible; agent said it was attached to case. | Call note; case ref | Check portal in 2 days |
Write call notes immediately
Do not present a private call note as a recording or verbatim transcript if it is not one. Label it accurately: “note made after call”. Include the number called, approximate start/end time and important statements. Recording laws vary, so do not assume you may record a call without checking the applicable rules.
Link the log to your evidence index
If an email is document A12 in your evidence packet, write A12 in the log. If you upload three documents, list their evidence numbers. This makes it much easier to prove what was sent at a particular stage.
Track promises and follow-ups
When someone says you should receive a response within a certain period, record that as a follow-up date, not necessarily as an enforceable deadline. The distinction matters. Your log can remind you to chase an update without mislabelling the promise.
Keep the log factual
Use neutral descriptions. If you disagree with something, write “I disagreed and asked for written reasons” rather than trying to diagnose a person's motive. A factual log is easier to rely on later.
Finish with a verification check
- Have you preserved the original notice, form or transaction record?
- Can every important factual statement be traced to a document or dated note?
- Have you distinguished official deadlines from your own planning dates?
- Have you checked the current official route before submitting?
- Have you saved proof of what you sent and when?