Tax Credits - voice recording of calls - probably a silly question!

We have done a Subject Access Request for recordings of all the calls my client made to the TCO when trying to make a new claim for CTC under the SDP gateway.  I think we have most of the recordings but I can only hear the TCO call handler, rather than what my client was saying.  Is that how it should be? I am more interested in what he said as client’s recollection is mentioning his wife numerous times but a single claim was taken (partner has NRPF which is why clt wrongly claimed as a single peson). Thanks

You should definitely be able to hear both sides of the call.  The fact that you can’t suggests there may be a technical issue for the recording, but at the very least it needs raising back with the Tax Credit Office.

Thank you! I did think it was strange but I thought I’d just double-check before going back to them.  Appreciate it