Free CRM for accountants & bookkeepersFree for two months (60-day trial) · no per-user fees
Client reminders
How to Get Clients to Send Their Records on Time
The process change that stops the same clients being late every single time.
Built by a practising Chartered Accountant · Unlimited users · Free for 60 days
- Premier Books Consultancy
- Cranleys Chartered Accountants
- CJM Accountants
- Towpath Accounting Solutions
- Auditax International
- RS
Quick answer
Getting clients to send records on time is mostly a process problem, not a client problem: unclear requests, no deadline attached, and no consequence for delay all train clients to leave it late. Fixing the process, with specific requests, clear dates and consistent chasing, changes the behaviour far more than a stern email ever does.
What actually causes clients to send records late?
Vague requests, no attached deadline, and inconsistent follow-up train clients that lateness has no real cost, so they treat every request the same way regardless of urgency.
Most practices assume late records are a client personality issue. In reality, a client who is consistently late is usually a client who has never had a clear, specific, dated request from the practice, so they have no signal for how urgent it actually is.
The fix is rarely a difficult conversation. It's a request that names exactly what's needed, by when, and what happens if it doesn't arrive, followed by a reminder process that's actually consistent rather than dependent on staff memory.
Why chasing clients for records costs UK practices clients
We had a client who was late for every deadline for three years running. Each time, someone on the team would send an increasingly frustrated email, and each time the client would apologise and send the records a few days later than needed. Nothing ever actually changed.
When we finally looked at what we'd been sending them, the requests were genuinely vague: 'please send your records when you get a chance' with no specific list and no date. We'd been asking for cooperation without ever giving a deadline to cooperate with.
We rewrote the request as a specific, dated list — bank statements, sales invoices, expense receipts, by a named date — and the same client was on time the very next quarter. The client hadn't changed. The request had.
- Vague, undated request sent to client
- Client has no clear signal of urgency
- Records arrive late, close to the deadline
- Frustrated chase email sent after the fact
- Client apologises but pattern repeats
- Leak: Relationship erodes over repeated friction
Signs you have this problem
- Requests for records don't include a specific date
- The same clients are late every single quarter or year
- Requests list general categories rather than specific documents
- There's no consequence, or even acknowledgement, of persistent lateness
- Chasing is done reactively, close to the deadline, rather than proactively
- Staff describe certain clients as 'always difficult' rather than examining the request itself
How to get clients to send records on time: step by step
- 1
Make the request specific
List exactly what's needed, not a general category, so there's no ambiguity about what counts as complete.
- 2
Attach a real date
Give a firm date that leaves your team time to work, not the statutory deadline itself.
- 3
Explain the consequence
State plainly what happens if records arrive late, whether that's a rushed job or a risk of a filing penalty.
- 4
Send a reminder before the date, not after
A reminder a few days ahead of the deadline is far more useful than a chase once it's already passed.
- 5
Offer an easy way to send records
A secure portal or clear email instructions remove the friction of 'I didn't know how to send it'.
- 6
Track who is consistently late
Keep a record so persistent late-senders can be given an earlier internal deadline next time.
- 7
Have a direct conversation with repeat offenders
For clients who ignore the process every time, a short call about expectations is more effective than another email.
Records request checklist email
Use a specific, dated list rather than a general request, and send it well ahead of the internal deadline.
Copy and adapt
Subject: Records needed for [service, e.g. your year-end accounts] by [date] Hi [Client name], To get your [service] completed on time, we need the following by [date]: - [Item 1, e.g. bank statements for the year to [date]] - [Item 2, e.g. sales invoices] - [Item 3, e.g. expense receipts] - [Item 4, e.g. any loan or HP agreements taken out this year] Please send these via [portal link / method]. If anything on this list doesn't apply to you, just let us know. Sending everything by [date] means we can complete the work without a last-minute rush, and gives us time to flag anything worth discussing before the deadline. If you think you'll be late, please let us know as early as possible so we can plan around it.
How Remindoo helps get records in on time
Service templates and subtask checklists mean the specific list of records needed for each service is built once and reused for every client, so requests are never vague. Recurring tasks and automated reminders trigger the request and follow-up reminder from the real deadline for each client, rather than a person remembering to send it. The client portal gives clients a straightforward, secure way to upload records rather than emailing scattered attachments, and the client timeline shows exactly what's been requested, sent and chased, so staff aren't guessing which clients are still outstanding. Bulk client emails let filtered groups, such as everyone still missing records two weeks before the deadline, be reminded in one action.
Task and subtask templates
Checklists that make every job consistent.
See featureRecurring tasks
Repeat work is created automatically on schedule.
See featureAutomated reminders
Timely prompts before work becomes urgent.
See featureClient portal and document sharing
Share requests and documents securely, not by email.
See featureClient timeline
Full history of notes, emails and actions.
See featureWhat changes when you fix it?
| Area | Spreadsheets, inbox and memory | With Remindoo |
|---|---|---|
| Requests | General and vague | Specific checklist per service |
| Deadlines | Statutory date only | Earlier internal date with buffer |
| Sending method | Scattered email attachments | Secure client portal upload |
| Tracking | Memory of who's outstanding | Visible status on the client record |
| Chasing repeat offenders | Same generic reminder each time | Earlier internal deadline set for them |
See it working with your own clients
A 30-minute walkthrough using your leads, services and deadlines.
Why do vague requests cause more lateness than clients realise?
A vague request leaves the client to interpret what's needed and when, and most people default to leaving it until closer to a deadline they weren't given.
- "Send your records when convenient" has no deadline, so there's no pressure to act
- "Send your usual documents" assumes the client remembers exactly what that means
- A request with no consequence attached signals, correctly, that lateness has no real cost
- A general request can't be checked off as complete, so nobody knows when it's actually done
“Managing deadlines and tasks is much easier.”
Frequently asked questions
Is a late-sending client always a difficult client?
Usually not. Most late records come from an unclear or undated request, not from the client being deliberately unhelpful.
How early should the internal deadline be set?
Enough before the statutory date to leave time for review and any follow-up questions, typically 2–4 weeks depending on the service.
Should the consequence of lateness always be stated?
Yes, briefly and without threat. Simply stating that late records mean rushed work or a penalty risk is usually enough.
Does a client portal actually reduce late records?
It removes friction around how to send things, which for some clients is a real barrier, though it won't fix a genuinely vague request on its own.
What about clients who are late every single time?
Give them an earlier personal deadline and consider a direct conversation about expectations rather than repeating the same email.
Can this process be automated for every client at once?
Yes, using service templates and recurring tasks so the same checklist and reminder cycle apply to every relevant client automatically.
Ready to run a calmer practice?
See Remindoo with your own clients, or start free for 60 days with unlimited users.
Sources
Comparing options? Read our guide to accounting practice management software.
Last updated: . General guidance, not regulatory advice.
Why a single client record matters
When client details, deadlines, documents and conversations are spread across inboxes and spreadsheets, time goes on searching instead of on client work.
One version of the truth
Everyone sees the same services, contacts, deadlines and notes for each client.
Accurate deadlines
Companies House sync brings in company details and filing dates, reducing manual errors.
Better client service
A full timeline means anyone can answer a client question with the history in front of them.
Secure document sharing
A client portal is safer than sending financial documents as email attachments.
Practical tips from UK practice
- Import companies from Companies House rather than typing details by hand.
- Record every service a client takes, so recurring work is created automatically.
- Add a short note after every important client call.
- Ask clients to upload documents through the portal rather than by email.
Related Remindoo features
Written and reviewed by Waqas Sagar ACA FCCA FMAAT, Chartered Accountant with 18+ years in practice. Founder and MD of Accotax, an ICAEW, ACCA and AAT regulated London practice that has served over 5,000 clients, and founder of Remindoo. Guidance is general; check current GOV.UK and professional body guidance for your firm.
What UK practices say about Remindoo
Read all reviews on Trustpilot“With Remindoo, everything from the first enquiry to onboarding and ongoing client management is tracked in one place… It saves us hours and gives me, as a practice owner, complete visibility of where the firm stands.”
“The biggest benefit is having clients, tasks, deadlines, workflows, proposals and communication all organised in one place.”
“During my trial, the team were absolutely amazing. They helped onboard my clients, set up my settings and made sure everything was ready for me to use… they made the whole process completely stress-free.”
“It brings client information, tasks, recurring deadlines, workflows and reminders together in one place, giving us much better visibility across the team.”
