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What to do if…
a client stops responding after you submit an invoice that is now overdue

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Move to a calm written paper trail: send one clear overdue reminder, give a reasonable deadline, and then use the right formal letter for the type of client you are chasing.

Do not do these things

  • Don’t send repeated messages across every channel or contact lots of people at the client at once.
  • Don’t threaten legal action unless you are prepared to consider it.
  • Don’t publicly accuse the client while you are still trying to resolve payment.
  • Don’t keep doing unpaid extra work unless your contract clearly requires it.
  • Don’t add interest, fees, or recovery costs unless your contract or the commercial late-payment rules clearly support them.
  • Don’t rely on phone calls alone; if you speak by phone, confirm the key points in writing afterwards.

What to do now

  1. Put the proof in one folder. Save the contract, statement of work, purchase order if there is one, invoice, the message where you sent the invoice, delivery evidence, sign-off, and any reminders already sent.

  2. Check the invoice details before escalating. Confirm the invoice number, amount, due date, payment details, VAT details if relevant, and whether the client asked for a purchase order number, supplier setup, or a specific invoice format.

  3. Check who legally owes the money. If the client is a limited company or LLP, check the exact legal name and registered office on Companies House. If the client is a sole trader, partnership, or individual, use the contract address, billing details they gave you, and any last known trading address you can justify.

  4. Send one short overdue reminder in writing. Include the invoice number, amount, due date, payment method, and this question: “Is anything missing that is preventing payment, such as a PO number, vendor setup, address, or invoice format?” Give a clear deadline you choose, such as 7 days, and say you will send a formal letter if you do not hear back.

  5. Only add late-payment sums if they apply. For a business-to-business or public authority debt, you may be able to add statutory interest at 8% plus the Bank of England base rate, and fixed recovery costs of £40, £70, or £100 depending on the debt size, unless your contract sets a different interest rate. If the client is a consumer, do not assume those commercial late-payment rules apply.

  6. If the reminder deadline passes, send the right formal letter.

    • If the debtor is a company or LLP, send a short factual letter before action to the registered office and any usual billing contact. State what was supplied, the invoice details, the amount due, how to pay, and a final reasonable deadline. Keep proof of posting and send a copy by email.
    • If the debtor is an individual or sole trader and the court route would be in England or Wales, the Debt Claims Pre-Action Protocol may apply. A Letter of Claim usually needs specific information and forms, should usually be sent by post, and normally gives 30 days for a response before court action is started.
    • If the debtor or claim is linked to Scotland or Northern Ireland, check the relevant local debt process before sending formal pre-action papers or starting a claim.

  7. Stop the debt growing if you can. Pause further work, new spending, or extra deliverables for this client unless your contract clearly requires you to continue. If you provide ongoing access or services, only suspend if your contract allows it, and give clear written notice and a chance to fix the overdue payment.

  8. If there is still no response, prepare your next route without rushing. You may be able to complain to the Small Business Commissioner in some business late-payment situations or make a court claim for money. Check the correct route before filing anything: England and Wales use money-claim routes, Scotland may use Simple Procedure, and Northern Ireland has a Small Claims process.

What can wait

  • You do not need to decide today whether to use a solicitor, debt collector, or court.
  • You do not need to redesign your contract, pricing, or payment terms right now.
  • You do not need to guess why the client is silent.
  • You do not need to send a long explanation; a short, accurate paper trail is enough for the next step.

Important reassurance

A silent overdue invoice is stressful, but it is often caused by admin delays, missing purchase-order details, supplier setup, or internal approval. A calm written escalation helps you protect your position without making the situation harder to resolve.

Scope note

These are first steps to stabilise the situation, preserve evidence, and avoid mistakes that weaken your position. Later decisions may need specialist help, especially if the amount is large, the client disputes the work, the parties are in different parts of the UK, or the contract terms are unclear.

Important note

This is general information, not legal, financial, or professional advice. Rules can depend on your contract, the type of client, where the parties are based, and whether the debt is disputed. If communication becomes threatening or unsafe, stop direct contact and use written-only communication.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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