How to Complain to the Small Business Commissioner
How to ask the SBC for help with an unresolved payment dispute, check the current eligibility rules, and separate today's service from the proposed Commercial Payments Bill reforms.
What Is the Small Business Commissioner?
The Small Business Commissioner (SBC) is a UK government body set up to help small businesses resolve payment disputes with larger businesses. Its information and complaint scheme are free. Under the current scheme, it may investigate an eligible complaint and contact the larger customer, but it does not currently provide the proposed binding adjudication and penalty regime described in the 2026 Bill.
The government announced wider reforms in March 2026 and introduced the Commercial Payments Bill in May 2026. Those proposals have not yet changed the current complaint process. See our sweeping late payment reforms for the Bill's status and proposed measures.
What the Commercial Payments Bill Proposes
The Bill proposes a stronger regulatory framework, including expanded SBC functions. These are proposals, not powers that can be used today:
Financial Penalties
The Bill would create financial-penalty powers for specified breaches. The final scope, commencement and operational guidance depend on the enacted legislation.
Adjudication
The Bill proposes an expanded role in resolving payment disputes. Do not assume the current enquiry service can issue a binding decision about an invoice.
Public Reporting
The proposed framework would expand investigation and reporting tools relating to poor payment practices.
60-Day Payment Cap Enforcement
The Bill proposes limits on payment terms, including a 60-day maximum in many commercial contracts, subject to its final text, exemptions and commencement rules.
Late-Payment Interest Changes
The Bill proposes changes to late-payment interest and contractual remedies. The current rules continue to apply until any new provisions are commenced.
⚠️ Legislation Status
Not yet in force:the Commercial Payments Bill was introduced in May 2026. Parliamentary approval, commencement and transition arrangements are still required. The measures are not retrospective; use the SBC's current scheme and current law today.
When Should You Complain?
Check the live SBC rules before submitting an enquiry. As at 14 July 2026, the main points include:
- ✅ You've sent payment reminders and follow-ups
- ✅ You have made reasonable efforts to resolve the issue directly
- ✅ Your business has fewer than 50 employees
- ✅ The customer has more than 50 employees and a UK presence
- ✅ The dispute is with a private-sector business
- ✅ You raise a non-payment complaint within 12 months of the due date
- ✅ You have not already started legal action
- ⚠️ Construction Act work and public-sector disputes follow other routes
Step-by-Step Complaint Process
Step 1: Gather Your Evidence
Collect all invoices, the contract or agreement, correspondence, reminders sent, and any response (or lack of response) from the debtor. The stronger your documentation, the faster the SBC can act.
Step 2: Submit Your Complaint Online
Check the SBC FAQs, then submit an enquiry through its official website. Provide the debt details, customer information and the steps you have already taken to resolve the issue.
Step 3: SBC Reviews and Contacts the Debtor
The SBC assesses whether the case is within its scope. For an eligible complaint, its casework team may contact the larger business and ask it to address the payment issue.
Step 4: Information, Investigation or Referral
The current office may investigate an eligible complaint, provide information or signpost another route. It cannot be assumed to issue a binding judgment ordering payment.
Step 5: Reassess Your Options
If the matter remains unresolved, review negotiation, mediation and the applicable pre-action process before deciding whether a money claim is proportionate. Once legal action has started, the SBC says it cannot assist with the complaint. See the money-claim guide.
SBC vs Court: Which Should You Choose?
| SBC Complaint | Court Claim (England and Wales) | |
|---|---|---|
| Cost | Free | Current fee depends on claim value |
| Best for | Eligible unresolved private-sector payment disputes | A legal claim where the evidence, cost and recoverability justify it |
| Outcome | Casework help, investigation or signposting; payment is not guaranteed | The court decides the claim and any judgment |
| Timeline | Varies by eligibility and case | Varies by response, track and court timetable |
Frequently Asked Questions
What does the Small Business Commissioner do?
The SBC helps small businesses resolve payment disputes with larger private-sector businesses. It provides information and may investigate a complaint that meets its current scope rules.
When should I complain to the Small Business Commissioner?
After making reasonable efforts to resolve the issue directly, but before starting legal action. Check the employee thresholds, sector exclusions, UK presence and 12-month complaint window.
Are the proposed 2026 enforcement powers available now?
No. The Commercial Payments Bill proposes expanded powers and wider payment reforms, but parliamentary approval, commencement and transition arrangements are still required.
Does it cost anything to complain to the SBC?
No. The SBC says its information, guidance and complaint scheme are free for eligible small businesses.
Document Everything Automatically with Experi
An SBC enquiry may require the invoice, agreement and evidence of your attempts to resolve the issue. Experi keeps invoice dates, amounts and messages sent through the platform together for review.
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