How to Query or Dispute an Invoice
If something on your invoice does not look right, it is important to raise it promptly. This article explains the right process.
Step 1: Check the Invoice Details
Before raising a query, verify:
- The invoice covers the correct period or milestone
- Line items match your agreed scope or timesheets
- VAT has been applied correctly
- The total matches your payment schedule or retainer agreement
- The due date is as expected
Step 2: Raise a Query
If something is wrong:
- Do not simply withhold payment — this can trigger late payment fees even if the underlying query is legitimate
- Email your Account Manager or raise a query via the portal, referencing the invoice number and the specific line(s) in question
- We will acknowledge your query within 1 business day
Step 3: Resolution
We target resolution of invoice queries within 5 business days. If the invoice was incorrect, we will either:
- Issue a credit note against the incorrect invoice and raise a corrected one, or
- Apply a credit to your account, or
- Adjust your next invoice accordingly
Payment During Dispute
If you dispute part of an invoice (not the whole amount), please pay the undisputed portion by the due date. Only withhold the specific disputed amount. This keeps your account in good standing and prevents late payment fees on items you are not disputing.
Formal Dispute
If an invoice query cannot be resolved amicably, it will enter the formal dispute resolution process outlined in your MSA. Both parties will attempt mediation before any legal action is considered.