Member-only support
Recovering an unpaid invoice
A clear step-by-step pathway for Physio First members when payment has not been received. This guidance explains what to do first, where Physio First can help, when to use the legal helpline and what to consider if you decide to issue a claim.
Start here: this page is for when money is already owed and payment remains outstanding.
The recovery pathway is the same whether the unpaid amount started as a self-paying invoice, an insurance shortfall, an excess or an unpaid insurance-related balance.
Before you begin
Before moving into debt recovery, make sure you have enough information to show what is owed and what has already been done to recover payment.
Member check
Is the amount clear?
Check the invoice number, treatment dates, amount owed and who is responsible for payment.
Member check
Have you already chased payment?
Physio First support begins after you have sent your own reminders and allowed time for a response.
Member check
Is anything else being raised?
If the debtor raises concerns about treatment, negligence, HCPC, records or a solicitor, pause and take advice first.
- Invoice or invoices
- Payment terms
- Debtor name and address
- Treatment or service dates
- Copies of reminders
- Any response received
Your recovery journey
Follow the steps in order. Each stage shows who owns the action and where Physio First support starts and ends.
1
Member action
Send reminder 1
Send your first written reminder 14 days after the invoice due date. Keep it polite and factual.
When14 days after due date
IncludeAmount, invoice number, payment details and deadline
KeepA copy of the reminder and any reply
2
Member action
Send reminder 2
If payment is still not received, send a second reminder confirming the account remains unpaid.
When14 days after reminder 1
IncludeThat further action may be needed if payment is not received
KeepCopies of all emails, letters and notes
3
Member action
Send final reminder by recorded delivery
This is the final reminder before asking Physio First to consider issuing a Letter Before Action.
When14 days after reminder 2
Send byRecorded delivery where possible
KeepProof of posting and delivery
4
Physio First support
Complete the debt recovery form
Submit the debt recovery form
If your reminders have not resolved the matter, complete the Physio First debt recovery form. The office team will review the information and check whether a Letter Before Action is appropriate.
WhoPhysio First office team
You provideInvoices, reminders, debtor details and payment history
Next stepPF reviews and confirms whether we can proceed
5
Physio First support
Letter Before Action
Where appropriate, Physio First can issue a formal Letter Before Action on your behalf. This gives the debtor a final opportunity to pay before court action is considered.
This is the final stage of Physio First debt recovery support.
Physio First does not issue court claims, act as your solicitor or represent you in court.
6
Legal helpline support
Access the legal helpline page
Take legal guidance before court action
If payment is still not received after the Letter Before Action deadline, contact the Physio First legal helpline before deciding whether to issue a claim.
Legal team can help withUnderstanding the process and your options
Ask aboutEvidence, wording, fees, interest and practical risks
RememberThe decision to issue a claim remains yours
7
Member decision
View GOV.UK money claim guidance
Small Claims Court
If you decide to continue, the next step is to make a money claim through the County Court. GOV.UK explains how to make a claim, court fees, mediation, what happens at a hearing and how to enforce a judgment.
You may needInvoices, reminders, Letter Before Action and debtor response
CostsCourt fees usually apply and depend on the value of the claim
Possible routeOnline claim, mediation, hearing, judgment, enforcement
Download reminder letter templates
These examples are for members to adapt and send on their own practice letterhead before asking Physio First for debt recovery support.
When to pause and take advice
Some unpaid invoice cases are no longer just about non-payment. If anything below is raised, pause before sending further correspondence.
Pause and contact your insurer and/or the legal helpline if the debtor:
- raises a complaint about treatment or clinical care;
- mentions negligence, harm or dissatisfaction with clinical outcome;
- threatens to contact the HCPC;
- says they are taking legal advice;
- asks for clinical records;
- instructs a solicitor;
- makes you unsure whether to continue with recovery action.
The unpaid invoice and any complaint may be separate issues, but it is sensible to take advice before responding further.
Preparing for a claim
If you decide to issue a claim, prepare your paperwork first. This will help you explain what is owed, why it is owed and what steps you have already taken.
Documents to gather
- Invoice or invoices being claimed
- Payment terms
- Evidence treatment or services were provided
- Copies of reminders and emails
- Proof of recorded delivery
- Physio First Letter Before Action
- Any response from the debtor
Questions to check
- Is the debtor name and address correct?
- Is the claim amount exact?
- Are you claiming interest or court fees?
- Has there been any complaint or counterclaim?
- Have you taken legal guidance?
- Is mediation a possible option?
What happens if you issue a claim?
1
You submit the claim
You provide the claim details and pay the court fee, unless help with fees applies.
2
The debtor responds
They may pay, admit the claim, defend the claim, make a part admission or raise a counterclaim.
3
Mediation may be offered
Mediation may help both sides reach an agreement without a hearing.
4
Hearing if needed
If the issue is not resolved, the case may continue to a court hearing.
5
Judgment
The court decides whether money is owed and what should happen next.
6
Enforcement
If judgment is awarded but not paid, you may need to consider enforcement options.
Common questions
Can Physio First issue the court claim for me?
No. Physio First can support the pre-court debt recovery stage by issuing a Letter Before Action where appropriate. The decision to issue a claim and the court claim itself remain the responsibility of the member or clinic.
Should I contact the legal helpline before making a claim?
Yes. Once the Letter Before Action stage has passed, contact the Physio First legal helpline for guidance before deciding whether to issue a claim.
What if the debtor complains about treatment?
Pause before sending further correspondence. Contact your insurer and/or the legal helpline before responding further.
Does this apply to insurance patients too?
Yes, if money is owed and the patient or debtor is responsible for the outstanding balance. For future cases, it is worth reviewing authorisation, excesses, shortfalls and payment terms so patients understand what they may be responsible for.
Can I recover court fees or interest?
This depends on the circumstances and the court process. Take guidance from the legal helpline and check the current GOV.UK guidance before submitting a claim.
Physio First helps supports our members who are having issues with recovering a debt, whether from an individual patient or a large, contracting company. As a Physio First member, this is not an issue you have to face on your own as we can guide you in the steps required to effectively follow up with a debtor and, in most cases successfully achieve repayment of the debt before legal action is required.
This hidden gem [of a Physio First benefit] has helped us reclaim a lot of money (Paul Gibson, Ruislip Physiotherapy)