The Follow-Up Timeline
| When | Action | Tone |
|---|---|---|
| Due date | Friendly automatic reminder | Neutral — assume it was simply missed |
| Day 7 overdue | Second written reminder | Polite but clearly noting the invoice is now overdue |
| Day 14 overdue | Phone call, followed by written summary | Direct — ask when payment will be made |
| Day 30 overdue | Final notice in writing | Formal — state next steps clearly |
Templates for Each Stage
Due date reminder: "Hi [Name], just a friendly note that invoice #[number] for £[amount] was due today. Let me know if you need anything from me to get it processed — thanks again for the work."
Day 7 — second reminder: "Hi [Name], following up on invoice #[number] for £[amount], which is now 7 days overdue. Could you let me know when payment will be made? Happy to resend the invoice if it's easier."
Day 14 — phone call summary: "Hi [Name], thanks for the call earlier — confirming as discussed that invoice #[number] for £[amount] will be paid by [agreed date]. Please let me know if that changes."
Day 30 — final notice: "Hi [Name], invoice #[number] for £[amount] is now 30 days overdue. If payment isn't received by [date], I'll need to consider next steps, including statutory late payment interest. I'd rather resolve this directly — please get in touch."
Why a Timeline Works Better Than One Angry Message
A single, calm reminder sent on a predictable schedule reads as professional. A single furious message after weeks of silence reads as a business in trouble — and can make a customer defensive rather than cooperative. Spacing reminders out, escalating tone gradually, and always keeping a written record protects you if it does eventually go further.
When to Escalate Beyond Follow-Up
If a final notice passes without response, this is where a follow-up timeline ends and your legal position begins. UK law gives you the right to charge statutory interest and compensation on late commercial payments — for the full legal detail, word-for-word escalation scripts, and what to do if a customer still won't pay, see our complete guide to late-paying customers and your UK legal rights.
Preventing This Next Time
The best follow-up is the one you never need to send. Clear payment terms agreed upfront, and an invoice that's easy to act on, both reduce how often you end up here. See our guides on invoicing tips to get paid faster and setting clear payment terms in your quotes and invoices.
Keep a Record of Every Contact
From the moment an invoice is overdue, keep a simple log: the date of each reminder, how it was sent, and any reply. Save copies of emails and messages, and follow up phone calls with a short written summary. If the debt ever needs escalating, a clear record of reasonable, polite reminders is exactly what you'll need.
When the Customer Disputes the Work
Sometimes non-payment is really a complaint in disguise. If a customer says they're unhappy, respond quickly, ask for specifics in writing, and offer to inspect. Fixing a genuine snag is usually faster and cheaper than chasing the full amount. If you believe the work is correct, explain why in writing and point to the agreed scope. Either way, don't let the dispute sit silently while the invoice ages.
Offering a Payment Plan
A customer who genuinely can't pay in full may be able to pay in instalments. If you agree a plan, confirm it in writing with the amounts, dates and what happens if a payment is missed. A plan that's actually paid is usually worth more than a larger debt that isn't.
Make Paying as Easy as Possible
Some late payments happen simply because paying is awkward. Resend the invoice with each reminder, include your bank details and the invoice number as the payment reference, and offer a card payment link if you can. Removing every small obstacle often gets an invoice paid without any further chasing.
Frequently Asked Questions
How soon should I follow up on an unpaid invoice?
Send a friendly reminder on the due date itself, then a clearer follow-up around day 7, a phone call by day 14, and a formal final notice by day 30 if it's still unpaid.
Should I call or email about a late payment?
Start with email or a written reminder — it's less confrontational and creates a record. Move to a phone call around day 14 if there's been no response, then confirm the call's outcome in writing.
What should a final notice for an unpaid invoice say?
State the amount and how overdue it is, give a clear deadline, and note that statutory late payment interest may apply if it isn't resolved — while leaving the door open to sort it out directly.
Should I agree a payment plan for an unpaid invoice?
It can make sense if the customer genuinely cannot pay in full. Confirm the plan in writing with amounts, dates and what happens if a payment is missed, and keep records of each payment received.
What records should I keep when chasing a late payment?
Keep the invoice, your agreed payment terms, the date and method of every reminder, copies of emails and messages, and written summaries of phone calls. These records matter if the debt ever needs escalating.
Related Guides
- Late-Paying Customers? A Tradesman's Guide (UK Law)
- 7 Invoicing Tips to Get Paid Faster
- Payment Terms for UK Tradesmen
Turn Job Details into a Professional Quote
TradeQuoteAI helps UK tradespeople create clear, itemised quotes and invoices in minutes.
Start Your 14-Day Free Trial