Our Service Guarantee

We’ve been in this industry long enough to know that service is everything. We know you want a fast response to any queries you may have, and an efficient and friendly service at all times – which is why we offer the same money back service level guarantee which Simon created all those years ago.

Simon Dolan guarantees that if we fail to deliver on any one of the points below in any given month, we will refund your £25 + VAT for that weeks margin. Just let us know where we failed and we will arrange your refund – as well as dealing with the issue in question of course!

Registering with Contractor Umbrella

Online Employment File Set-up
If registering before 16.30 Monday to Friday, your online employment file will be activated the same day. After business hours Monday to Thursday, your online employment file will be activated first thing the following morning and after 16.30 on Friday’s your online employment file will be activated first thing Monday morning.

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

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

Your Contract Manager will contact you the same day your online employment file 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 phone 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 the agency (or end client) the same day, if your online timesheet is submitted to us before 16.30, Monday to Friday.

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

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

Secure Employee area
The employee’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 care levels set out above, please contact your Contract Manager so we can investigate and act accordingly.




Simon Dolan
Managing Director – Contractor Umbrella