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Complaints Procedure

We are committed to providing a high-quality customer service for our PAYE Umbrella offering to all our employees, so when something goes wrong although we hope it won't, then we need you to tell us about it to help improve our standards.

If you have a complaint, please contact us with the details either at the address below or via email at dave.johnson@contractorumbrella.com. We have eight weeks to consider your complaint. If we have not resolved it within this time you may wish to take the matter further with your local Citizen’s Advice Bureau.

What will happen next?

  1. We will send you a letter or email acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure.
  1. We will then investigate your complaint. This will normally involve passing your complaint to our Operations Manager, Dave Johnson who will review your matter file and speak to the member of staff who acted for you.
  1. Dave Johnson will then invite you to a meeting (either in person or via telephone) to discuss and hopefully resolve your complaint. He will do this within 14 days of sending you the acknowledgement letter.
  1. Within three days of the meeting, Dave Johnson will write to you to confirm what took place and any solutions he has agreed with you.
  1. If you do not want a meeting or it is not possible, Dave Johnson will send you a detailed written reply to your complaint, including his/her suggestions for resolving the matter, within 21 days of sending you the acknowledgement letter.
  1. At this stage, if you are still not satisfied, you should contact us again and we will arrange for a director to review his decision.
  1. We will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons.
  1. If you are still not satisfied, we would suggest speaking with your local Citizen’s Advice Bureau for further guidance.

Why Choose ContractorUmbrella?

ContractorUmbrella is the hassle-free, straight talking umbrella company that provides umbrella employment for UK based contractors and freelancers. Independently voted as the best umbrella company by the readers of Contractor UK.

As one of the most trusted umbrella companies in the UK, we guarantee our employees peace of mind, absolute compliance and complete security. We are one of the longest standing and most respected umbrella companies in the UK.

Benefits of working through ContractorUmbrella;

  • Fast and easy registration-  be ready to work in 24 hours, simply register online and we’ll take care of the rest.
  • Calculate your take home pay- use our online calculator to find out how much you could be taking home through ContractorUmbrella.
  • Same day payments- we offer same day payments as standard, for no additional fee.
  • Our Commitment Charter- is our guarantee that you will be looked after at every step of the way.
  • Flexible Limited Company accountancy- when you sign up to our sister company Dolan Accountancy, you can transfer to ContractorUmbrella when umbrella employment better suits or your assignment sits inside IR35.
  • Employee Benefits- at ContractorUmbrella there are many benefits available to you as our employee including Childcare Vouchers, our Employee Rewards Scheme, Group Pension Scheme, Foreign Currency Exchange, Contractor Accommodation, Contractor Mortgages and much more.
  • Personal Employee Liaison Officer- we believe in the personal touch, so you will have your very own dedicated Employee Liaison Officer during your employment with us. Read some of the glowing testimonials we've received about our lovely staff and the outstanding commitment they give to all our employees and clients.

If you’d like to find out more, call us on 01206 591 000 or request a call back by completing our online form.