At ContractorUmbrella we take customer service extremely seriously. We have set-up a Customer Service Charter to ensure all clients of ContractorUmbrella Ltd receive the same high levels of customer service:

Registration

Account set-up

If registering before 16.30 Monday to Friday your account will be activated the same day. After business hours Monday to Thursday, your account will be activated first thing the following morning and after 16.30 on Fridays your account will be activated first thing Monday morning.

Appointed Account Manager

Every employee of ContractorUmbrella Ltd is appointed a personal Account Manager, who is available to deal with any queries that you may have. You can get in touch with your Account Manager through the online message board, by email or by telephone.

Starter Pack Email

We send you a Starter Pack email shortly after your account has been activated to confirm the processes and what happens next.

Introduction

Your Account Manager will contact you the same day your account is activated to introduce themselves and provide any initial information that you may need.

Contact agency/client

We will contact your consultant at the agency or client coordinating your first assignment to arrange for the contract paperwork to be issued. This will be done at your request and straight away if required.

Day to Day Service

Phone calls

We realise how frustrating platform based call centres are so a 'real' person always answers the phones within 3 rings.

Emails/Website Messages

We understand the inconvenience caused by waiting for a reply to a query, so our policy is to answer emails/messages within 4 hours if received during business hours (09.00-16.30).

Invoices sent same day

Invoices will be sent to your agency (or end client) the same day, if your online timesheet is submitted to us before 16.30 Monday to Friday.

Expense checking

We will monitor your expense claims and provide advice where required. Random expense check will be made to ensure compliance with HMRC guidelines.

Confirmation of Payment

You will be emailed a payslip on the same day your payment is processed and your homepage will be updated to indicate which invoice(s) have been paid.

Credit control

Your Account Manager will provide a credit control service free of charge, at your request for unpaid or underpaid invoices.

Secure members area

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.