Question: I believe that there is a possible requirement that all telephone calls in and out of a broker's office will have to be recorded. Is this true or is it recommended so that any claims can be mitigated on the evidence of the recording?

Answer: This is not a requirement of the FSA and nor is it likely to be; however should you receive a complaint then this would be a good way for you to clearly demonstrate that best practice was being followed.

  • Matthew Dyer is managing director of the Insurance Training Consortium

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