1. Agree the timetable in the engagement letter
Put the cut-off for hours and changes, and the approval window, in your letter of engagement. When the deadline is part of the agreement, chasing it is a service reminder rather than a favour.
2. Work backwards from payday
The FPS has to reach HMRC on or before payday (GOV.UK), and employees need their payslips on or before the same day. Set each client's approval deadline far enough ahead to allow for corrections and for the client's bank payment to go through.
3. Make approval easy
- Send a short summary with the draft: headcount, total gross, total net and anything that changed since last period.
- Point out the items that need a decision, rather than asking the client to check everything.
- Give one clear way to approve, so replies don't end up scattered across email, phone and text.
4. Remind in stages
A reminder when the draft is sent, another the day before the deadline, and a call on the deadline day works for most clients. Keep a list of who's outstanding so the team isn't relying on memory.
5. Keep a record
Record who approved, when and how. If a question comes up later, you can show exactly what the client agreed to.
6. Have a plan for silence
Decide in advance what happens if a client doesn't respond, and write it into your terms. For example, whether you will process on the basis of last period's standing data, and how you'll confirm that in writing.
Where The Payroll Portal helps
The Payroll Portal shows which pay runs are waiting for client approval, lets your team set chase reminders, puts who still needs chasing in priority order, and gives clients their own login to see what's waiting for them. See the client portal.