Most overdue invoices aren't the result of a customer trying to avoid paying — they're the result of a busy accounts team, a lost email, or an internal approval process that stalled. A good chasing process gets you paid quickly in the majority of cases, without any drama. Here's a structure that works.
Why most unpaid invoices come down to process, not malice
It's worth remembering this before you send your first chaser: assuming bad intent too early can make a recoverable situation adversarial. Start firm but friendly, and reserve the harder tone for genuine non-payers who've had a fair chance to sort it out.
The escalation ladder
A structured approach helps you stay professional while giving your client plenty of opportunity to raise any genuine issues. The aim is to resolve the overdue invoice before the relationship becomes strained — while making it clear that you will take further action if payment isn't made.
On the Due Date: A Friendly Reminder
Send a simple, automated reminder letting the client know the invoice is now due. Keep the tone helpful rather than confrontational — for example, a quick reminder in case the payment has been overlooked.
Around 7 Days Overdue: Personal Follow-Up
If payment hasn't arrived, follow up personally by email or phone. Ask whether there's a query with the invoice or anything holding up payment. This gives you an opportunity to resolve genuine issues before taking a firmer approach.
14–21 Days Overdue: A Firmer Reminder
If the invoice remains unpaid, send a more formal written reminder. Refer to your agreed payment terms, confirm the outstanding balance and, where applicable, explain that statutory interest and compensation may be claimed on qualifying business-to-business debts.
Around 30 Days Overdue: Final Notice
If previous reminders have been ignored, send a clear final notice. Give the client a specific deadline for payment and explain what will happen if the balance remains outstanding — such as issuing a Letter Before Action or referring the debt to a professional recovery agency.
30+ Days Overdue: Formal Escalation
If the client still doesn't pay or engage with you, it may be time to stop chasing informally and consider formal recovery. Depending on the circumstances, this could include a Letter Before Action, debt collection agency, Statutory Demand or court action.
What to say — and what not to say — at each stage
Early on, keep it collaborative: ask if there's a problem, offer to resend the invoice or clarify anything, and give a specific new date. Avoid vague language like 'when convenient.' From the 14-21 day mark, be specific and firm: state the exact amount, the exact overdue date, and a hard deadline. Avoid empty threats — if you say you'll take further action on a given date, follow through, or your future reminders lose their weight.
Common excuses and how to handle them
“It’s With Our Accounts Team”
Ask for a named contact and a specific payment date rather than accepting an open-ended promise.
“We Never Received the Invoice”
Resend it immediately, check the accounts email address and ask for confirmation of receipt.
“There’s a Query With the Work or Goods”
Ask for the specific issue in writing so you can investigate it. If only part of the invoice is disputed, request payment of the undisputed amount.
“Our Payment Run Is Only Once a Month”
Ask when the next payment run is and confirm your invoice is included. Follow up if payment doesn't arrive as agreed.
“We’ll Pay It Soon”
Ask for a specific payment date and follow up if the payment doesn't arrive.
When to stop chasing yourself and hand it over
If you're past 30-60 days, have sent multiple reminders, and are getting vague answers or silence, it's usually more efficient — and more effective — to hand the debt to a specialist. A third-party recovery agency changes the dynamic: it signals you're serious, it takes the awkward conversations off your plate, and agencies typically have higher success rates simply because chasing debts professionally, full-time, is what they do.
UKDC picks up cases at exactly this point, on a no-collection no-fee basis — so there's no downside to trying before you write the debt off or spend more of your own time on it.
