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Page last updated at 13:13 GMT, Saturday, 19 December 2009

Telephone quotes

"This call maybe recorded for training or monitoring purposes" is a phrase we're used to hearing when we ring a call centre - but what does the recording mean for us?

Money Box listener David Lee called Aviva in May this year to ask for information about his endowment policy which was due to mature in August. The call centre assistant was seemingly very helpful.

But when August arrived Mr Lee found out that his policy was paying out nearly £3,500 less than the figure he was told on the phone back in May.

He requested the recording of the conversation he had with customer services to check what their advice had been.

Mel Stein is a lawyer who has written a book called "How to Complain". He spoke to Money Box about recorded conversations.

This item was first broadcast on Radio 4's Money Box on Saturday, 19 December 2009

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