State the facts, ask one specific question and finish with an agreed date. "Invoice 1042 was due on the 30th. Is anything holding it up?" gets further than an apology or a threat, because it's easy to answer. Most of the awkwardness comes from leaving the conversation too long, so have it early and keep your tone the same every time.
In this article
The short version
- State the facts, ask one specific question and agree a date.
- Know what outcome you want before you call.
- Leave out apologies, vague follow-ups and threats you won't act on.
- Work out early whether the customer can't pay or hasn't got round to it.
- Keep your tone the same and change the channel as things escalate.
Before you pick up the phone
Have the facts in front of you: the invoice number, the amount, the due date, how many days overdue it is and what you've already sent. Looking things up mid-call hands the initiative to the other person.
Decide what outcome you want before you dial. Payment today, a firm date or an instalment plan are all reasonable aims, but a call without one tends to end with "I'll look into it".
Check you're talking to the right person. Plenty of overdue invoices are simply sitting with someone who can't approve them. If that's the case, the conversation you need is with someone else, and asking who that is may be the most useful question on the call.
It also helps to know where you stand. On business invoices you're entitled to statutory interest at 8% above the Bank of England base rate, currently 11.75% a year, plus fixed compensation of £40, £70 or £100 per invoice. You don't have to mention it, and early on it can cost more goodwill than it's worth, but knowing it's there makes the call easier.
What to say in common situations
| Situation | What to say | Why it helps |
|---|---|---|
| First follow-up after the due date | "Invoice 1042 was due on the 30th. Is anything holding it up?" | Gives them an easy way to explain a delay without feeling accused |
| They say it's with finance | "Who should I speak to there, and when is their next payment run?" | Turns a deflection into two facts |
| They say they never received it | "I'll resend it now with a payment link. Could you confirm it's arrived?" | Removes the reason straight away |
| They promise vaguely | "Shall I put it down for the 15th? I'll send a link so it's one click." | Turns a promise into a date and a way to pay |
| They dispute part of it | "Could you pay the undisputed part now while we sort out the rest?" | Stops one query holding up the whole invoice |
| They can't pay right now | "Would three monthly instalments, collected automatically, work better?" | Often brings in more than a formal demand would, and you keep the customer |
| They keep missing dates | "Let's move this onto direct debit. Can I send you the mandate?" | Fixes the cause instead of repeating the call |
| It's gone far enough | "If it isn't settled by the 30th, I'll send a formal notice." | States the consequence once, with a date |
Whatever they say, end the call with a date and a way to pay, and confirm both in writing straight afterwards.
Phrases to leave out
A few common phrases either apologise for the invoice or invite the reply you don't want:
- "Sorry to chase." It suggests you're asking a favour, when you're asking for a payment that's due.
- "Just following up." It says nothing on its own. Give the fact and the question instead.
- "As per my previous email." It reads as an accusation and invites a defensive reply.
- "When can we expect payment?" It's too open. "Can you confirm it'll go in the payment run on the 15th?" gets a yes or a no.
- A threat you won't act on. If a deadline passes with no consequence, every later date looks negotiable.
- A re-explanation of the work. If the work is disputed, that's a different conversation, and if it isn't, justifying it suggests it needs justifying.
How to keep the relationship intact
What tends to strain a relationship is being asked for money unpredictably, in a tone that swings from friendly to sharp. Keep your tone the same at day 3 and day 60, and change the channel and the formality, not the tone, as things escalate. A customer who knows a reminder always arrives the day after the due date tends to stop taking it personally.
Work out early whether your customer can't pay or hasn't got round to it. Someone who can't pay will often stick to an instalment plan, and you keep both the customer and most of the money. Someone who has simply deprioritised you usually responds to a specific date and a follow-up on that date.
Try not to make the person on the phone the problem. It's rarely their decision, and often not even their department.
The difficult conversations need you, but the routine reminders around them don't. Adfin sends those routine messages for you, so your call follows a steady run of reminders from your own email address instead of a long silence. Its collection agents act only within the rules you approve, for example setting up an instalment plan you've agreed, and the judgement calls stay with you. And for customers you bill regularly, a direct debit agreed at the start takes many of these conversations away.
Common questions
How do I ask a client for payment without being rude? Give the invoice number, the amount and the due date, then ask one specific question, such as whether anything is holding it up. Brief and factual reads as professional.
What do I say when a client keeps promising to pay? Turn the promise into a date and a way to pay: agree a specific day and send a payment link, or move them to direct debit.
Should I mention interest when chasing? You don't have to, and early on it can cost more goodwill than it gains. Many businesses keep it for the formal notice.
What if the client says they can't afford to pay? Offer an instalment plan collected automatically. It usually recovers more than escalating and keeps a client who may be fine next quarter.
Is it better to call or email about an overdue invoice? Email creates the record and a call gets the answer. Use email for the first reminders and call once two have gone unanswered.
How long should I leave it before calling? Usually two to three weeks after the due date, once a couple of written reminders have gone unanswered. Waiting longer tends to make the call harder.
Sources
- GOV.UK - Late commercial payments: charging interest and debt recovery (accurate as of October 2026) https://www.gov.uk/late-commercial-payments-interest-debt-recovery
- GOV.UK - Claim debt recovery costs on late payments (accurate as of October 2026) https://www.gov.uk/late-commercial-payments-interest-debt-recovery/claim-debt-recovery-costs
- Bank of England - The interest rate (Bank Rate) (accurate as of October 2026) https://www.bankofengland.co.uk/monetary-policy/the-interest-rate-bank-rate
- Adfin - Credit control (accurate as of October 2026) https://www.adfin.com/credit-control
