Questioning a service provider’s invoice?
November 3rd, 2023 
Capital Guardians does not check the validity of services or products on service providers’ invoices, as this is the responsibility of the invoice approver, typically the Care Manager.
If an account holder or Care Manager has a query in relation to a service providers charge, then they should liaise directly with the service provider in relation to the charge. If it is agreed that a credit is required, then the supplier will credit the account on the next invoice or statement.
By selecting the Transaction ID on the invoicing in a client’s statement, all unapproved invoices can be deleted with a message to the service provider. Again, it is recommended a verbal conversation is taken with the service provider to support a positive relationship.
Contractually, with Capital Guardians, all service providers must keep a “proof of delivery of good or service” record and present it on request. If there is disagreement regarding a charge and the proof of delivery cannot be presented, then Capital Guardians will reverse the charge. This process is very similar to how credit card company “chargebacks” work.
