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.
Picture this: you’re a small facilities management company, you’ve done the work redesigning a big client’s website, and they’ve gone dark. Ten months pass, and that £2,500 invoice is gathering dust. Phone calls, emails, you get nothing back. You’re ready to write it off, feeling totally helpless.
That’s the nightmare one small business owner faced.
Ten months of silence, a cash flow crisis looming and the worst part – the business had no formal written contract, just a trail of informal WhatsApp messages and emails. Most people would assume they had no chance. But luckily they didn’t give up. Instead, they came to us, the Office of the Small Business Commissioner (OSBC), for help. What happened next should give every small business owner hope.
The OSBC team assessed the facts quickly and contacted the larger company. Within just a few days, the smaller company was paid the full £2,500!
This success story proves that the Commissioner’s free service is a real champion for UK SMEs that gets results. Even when the odds – and the paperwork – are stacked against you, having an official body step in can cut through the biggest companies’ red tape and get your money moving.
1. Informal evidence is valid: Don’t let a lack of a formal written contract stop you! Emails, texts, and even WhatsApp messages can all be used as evidence of an agreement and work completed.
2. Speed is possible: Once the OSBC steps in, non-payers often realise they can’t hide. A 10-month wait was turned into a few days of action—a crucial lifeline for any small business.
3. Know your rights: This is a free service designed to help you, especially when dealing with a much larger business (over 50 employees). Stop chasing and start escalating
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.
