There is something particularly cruel about a large corporation ghosting a family-run firm. For a multinational, £31,000 is a rounding error on a spreadsheet.
For a small, family-run business, it couldn’t be more different. It’s the mortgage, the payroll, and many sleepless nights.
I recently looked into a case where a family firm was left in exactly this nightmare. They had delivered the goods, sent the invoice, and then… nothing. There were no discussions, disputes or feedback to trawl through. Instead, all they got was silence.
They did what most of us would do in this situation, including sending polite reminders, then firmer emails. But they still didn’t hear anything back. By the time they reached out to me for help, sadly, the situation had reached a crisis point.
The politeness trap
Family businesses often pride themselves on relationships. You don’t want to “make a scene” or sour the partnership. But here’s the hard truth: for many large debtors, silence is a strategy. They bank on the fact that you’ll wait “just one more week” before escalating the problem. Your loss, unfortunately, is their gain.
If you’ve been ghosted for more than two weeks past your due date, the relationship isn’t friendly any more; rather, it’s one-sided.
Don’t wait for the breaking point
The biggest mistake I see? Waiting until the bank account is empty to call in the cavalry. In the case I mentioned earlier, it came from contacting my team at the Office of the Small Business Commissioner, rather than another email politely checking on the status of the payment.
We provide a free, government-backed service that specialises in breaking this silence. In many cases, including this one, as soon as my office makes contact, that “lost” invoice is suddenly found, approved, and paid within 24 hours.
How to guard the family silver
Before you find yourself £30k deep in a hole, use the tools available to see who you’re dealing with:
- The Reputation Check: Use the Check Payment Practices tool. If they have a history of paying small firms late, don’t give them a huge credit limit.
- The “Vetted” List: Check the Fair Payment Code Awardees. These are the companies that have actually pledged to treat family firms and micro-businesses with respect.
Emma’s pro-tip
Set a “Crisis Clock.” Decide today that if an invoice is 15 days late, you will send a formal Late Payment letter.
If it hits 30 days without payment, you contact the Small Business Commissioner. Don’t wait until you’re stressed and out of cash. Escalate early and let us do the shouting for you.
Your business is your legacy. Don’t let a ghosting client put it at risk.
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.
