Start calm and escalate in steps: a friendly reminder, then a firm written request, then a formal 'letter before action' giving a deadline, and finally a small claims court claim if they still won't pay. Most disputes settle long before court once the customer sees you're serious and organised.
An unpaid invoice is stressful, but going in all guns blazing usually backfires. A calm, documented, step-by-step approach gets you paid more often — and sets you up properly if it ever does reach court.
Step 1: The friendly nudge
People forget, lose invoices, or are waiting on their own money. A polite reminder a few days after the due date clears up most cases. Keep it short and assume the best.
Step 2: The firm reminder
If that's ignored, follow up in writing (email or text) restating the amount, the original due date, and a clear new deadline to pay. Reference the accepted quote and the completed work. Keep every message — it's your evidence.
Step 3: Letter before action
Still nothing? Send a letter before action (also called a letter before claim). It states what's owed, for what, by when, and that you'll start a court claim if it isn't paid. This is the formal step courts expect you to take first, and it's often the one that gets you paid — it shows you're serious.
Step 4: Small claims court
For debts up to £10,000 in England and Wales, the small claims track is designed to be used without a solicitor. You can start a claim online through Money Claim Online, pay a court fee (which you can ask to recover), and the process is relatively straightforward. Scotland (simple procedure) and Northern Ireland have their own equivalent systems with different limits.
Don't forget interest and costs
Depending on whether your customer is a business or a consumer, you may be able to add interest and recovery costs to what you're owed. See our guide on charging interest on late payments for how that works.
How to avoid it next time
- Take a deposit and use staged payments so you're never fully exposed.
- Agree payment terms in writing before you start.
- Invoice promptly and clearly — the longer you leave it, the harder it gets.