The GP's invoice is incorrect

A GP has completed a session at your surgery and you have received their invoice, however they have added additional charges to their invoice that you would like to query.

SurePay/GoCardless Practice

If your practice is signed up to SurePay it is very simple to query extra invoice charges. When you enter the review period for your transaction feed, 1st to 10th of every month, you will be able to query all invoices between these dates. To query a payment, simply click the tick next to the invoice and this opens up an invoice dispute where you send a message to the doctor to detail why you are disputing the hours. 

Once you've come to a resolution with the GP via the messaging centre, our team will edit the session hours and recreate the invoice with the amended hours for you and you will see the corrected invoice in your transaction feed. 

Direct Payment Practices

Once you realise the GP's invoice has additional charges or the total is incorrect, it is necessary to contact the GP via the site to query the invoice amount. It is best to message the GP through the same job that the invoice relates to.

Once you have confirmation from the GP regarding the change in total, you will need to inform Lantum so that the invoice can be amended accordingly. To do this please email support@lantum.com, in the email please include the session number, the times the invoice needs to be amended to and the reason for the amendment with the message thread between yourself and the GP. 

Customer support

If you experience any technical issues or have questions, please contact the Customer Support team.

You can get in touch either by using the online chat (08:00-21:00 weekdays, 08:00-20:00 weekends) in the bottom right-hand corner or email support@lantum.com.

Alternatively, call us on 0203 771 8411 (08:00 – 21:00 weekdays, weekends 08:00 – 20:00)

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