For most law firms the right approach is selective, not blanket, recording: record the calls where a precise record protects you (new instructions, payment details, complaints, out-of-hours lines), pause it where privilege or sensitivity applies, and keep recordings only as long as the matter file needs them. Recording everything by default is easy to switch on and hard to defend later.
Solicitors sit in an unusual spot. A recording can settle a "that is not what I was told" dispute in minutes, yet the same file may hold privileged advice or special category data. This guide helps you decide what to record, what to pause and what to delete, and what to ask your phone provider for.
What is worth recording
Think about the calls where a missing record would hurt. Typical examples are first-contact calls where a client gives instructions, calls about bank details or payments, conversations that follow a complaint, and reception or out-of-hours lines where there may be no file note.
| Call type | Suggested approach | Why |
|---|
| New enquiry and instructions | Record | Captures exactly what was asked and agreed. |
| Payment and bank-detail calls | Record, but pause for card numbers | Reduces fraud risk without storing card data. |
| Privileged advice to an existing client | Decide by policy; many firms pause or do not record | Protects privilege and limits exposure of sensitive content. |
| Complaints | Record | Useful evidence for the complaints process. |
| Internal calls | Do not record by default | Little benefit, and staff privacy applies. |
Pausing, and why it matters
A pause-and-resume control lets a fee earner stop recording for part of a call, then restart. It is the simplest safeguard for card numbers and for moments that stray into privileged territory. Ask any provider whether pausing is per user, per call or controlled centrally, because that decides how reliable it is in practice.
Telling clients and staff
Tell callers at the start of every recorded call, and cover recording in your privacy notice and engagement letter. Staff should know when their calls are recorded and why. Our guides to telling customers a call is being recorded and whether call recording is legal in the UK go through the wording.
Keeping recordings, and deleting them
Link the retention period to the matter file rather than choosing a number at random, and delete on schedule. A recording you no longer need is a liability, because it can be requested in a subject access request. See how long to keep recorded calls and GDPR and call recording. Check requirements from your regulator and insurer, as they may set their own expectations.
What to ask your phone provider
- Can recording be switched on per user, group or call type?
- Is there a pause-and-resume control, and who can use it?
- Where are recordings stored, and who can access them?
- Can you search by date, number or user to answer a subject access request?
- Can you export and delete on a schedule?
Our call recording compliance features and best practice guide goes deeper on features, and the legal and solicitors page shows which systems suit firms. You can compare platforms on Gamma Horizon and 3CX.
Firms of every size
From a two-partner practice to a multi-site firm, the sensible set-up is the same: a handful of recorded lines, a clear policy and a provider who answers when something needs changing.
Set up call recording that fits your firm
Tell us which lines you need to record and we will recommend a set-up with pausing, retention and search built in.
Request a quoteFrequently asked questions
Should a law firm record all calls?
Rarely. Selective recording is easier to justify, store and delete. Choose the call types where a record protects you.
Are recorded calls with clients privileged?
They can contain privileged content, which is why many firms pause or avoid recording advice calls. Take advice from your compliance officer.
Can clients ask for their recordings?
Yes, through a subject access request. You need to be able to find and supply them.
Can we record on mobiles?
Yes, if your system includes a mobile app that routes calls through the phone system. Ask for a demonstration.
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