In an exclusive column, Emma Jones CBE discusses her work tackling late payment practices, offering practical insights to help small businesses get paid what they’re owed.
At the Office of the Small Business Commissioner (OBSC), we recently supported a small business that waited six months for an invoice to be paid.
After they were forced to cease services, it was discovered that their client’s internal systems simply hadn’t processed their payment data correctly.
This is not an isolated incident, sadly – our data suggests that 38 UK businesses close every day due to overdue invoices. Often, it isn’t due to a lack of available funds. Rather, technical “black holes”- where digital invoices meet incompatible manual systems – are usually the culprit.
While AI has proved useful enough for automating payment reminders and streamlining invoices, using the slickest system available on your side of the table won’t fix the outdated internal processes being followed by your clients.
In the case above, it took human persistence, not another AI platform, to finally unlock the funds.
With this in mind, here’s how to navigate the “system mismatch” and ensure your business isn’t the one paying the price for a client’s outdated tech.
If you are struggling to get a response, go back to basics with these strategies:
- Find the human behind the screen: Don’t just email a generic “finance@” address. Before you even issue an invoice, find out which specific department handles your account—be it Procurement, Accounts Payable, or a dedicated processing team.
- Diversify your channels: If emails are being ignored, switch to a phone call or even WhatsApp. Professional records of these communications can be vital if you eventually need to involve the Small Business Commissioner (SBC).
- Weaponise your documentation: Keep a meticulous log of every chasing attempt. Under the Late Payment of Commercial Debts Act, you have a statutory right to claim interest (8% above base rate) and fixed compensation on late invoices.
Emma Jones CBE – Small Business Commissioner
Emma Jones advocates for SMEs in the UK, ensuring they receive the resources they need to grow. With a degree in Law and Japanese, Emma has spent the last 25 years founding and leading multiple ventures, including Enterprise Nation and StartUp Britain, before being appointed as the Small Business Commissioner for the Department for Business and Trade in June 2025.
This content is contributed by a guest author. Startups.co.uk / MVF does not endorse or take responsibility for any views, advice, analysis or claims made within this post.
