Customer Service Charter
We have set-up a Customer Charter to ensure all clients of ContractorUmbrella Ltd receive the same high levels of customer service:
- Emails sent during business hours are answered within 4 hours
- The phone is always answered within 3 rings
- Customer accounts are activated and ready to use within 24 hours
- Personal Account Managers appointed upon activation
We understand the inconvenience in waiting for a reply to a query, so our policy is to answer emails within 4 hours if received during business hours (09.00-17.00).
We realise how frustrating platform based call centre’s are so a 'real' person always answers the phones within 3 rings.
If registering before 17.00 Monday to Friday your account will be activated the same day. After business hours Monday to Thursday you account will be activated first thing the following morning and after 17.00 on Fridays your account will be activated first thing Monday morning.
Every client who registers with ContractorUmbrella Ltd is appointed an Account Manager, who is available to deal with any queries that you may have.
Our Obligations to You:
- Invoices will be sent to your agency (or end client) the same day, if your online timesheet is submitted to us before 17.00 Monday to Friday.
- Payments are made by BACS, which take 2-3 working days to clear in your account. If a CHAPS transfer is requested, the funds will clear in your account the same day that payment is made.
- Your Account Manager will provide a credit control service free of charge at your request
- The member's area is secured via SSL (Secure Socket Layer) technology, so your privacy is guaranteed.
Our Guarantee To You:
If we do not meet the levels of customer service set out above we will process your next invoice free of charge! Please contact your Account Manager if you are unhappy with any aspect of our services so we can investigate and act accordingly.
