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Our Customer Charter - promises we keep

We aim to provide you with the highest standards of service, from the speed with which we process payroll payments to the clarity of our communications. Only if we do this will we continue to get a steady stream of new business referred to us by satisfied payroll clients.

So, right from the start, we let you know what to expect from us. And we let our staff know too!

We are proud to be known as a trusted payroll supplier that:

• Provides secure, easy to access online pay slips
• Offers a secure, easy to use online time sheet submission service
• Pays contractors 5 days per week on receipt of client funds and by same day transfer
• Sends notification of payment by SMS as soon as your wages have been processed
• Has a fair and affordable fee structure
• Provides comprehensive and affordable insurance cover for customers
• Delivers fantastic customer service
• Is courteous and professional at all times
• Listens to our customers and takes all issues seriously
• Apologises when appropriate and is not afraid to acknowledge when we have fallen short of your expectations
• Responds to every email we receive, and provides helpful and timely responses
• Goes the extra mile - always asking ‘what else can I do?’ and ‘how can I do more?’
• Delivers on its promises

What you can expect from us:

• All contractor wages to be credited to their bank accounts on the same day as funds are received from their agencies
• All time sheets to be processed and subsequent invoices sent to agencies within 24 hours of receipt
• Courteous, professional and enthusiastic staff who will greet you in a friendly way and identify themselves on first name terms
• Staff with the knowledge and expertise to deal with your enquiries or to be able to refer you to someone who has
• Confidentiality and respect for your privacy
• All emails and phone calls will receive a response within 24 hours in line with our high standards
• Clear and accurate information, and an easy to use payroll service

How you can help us:

• Tell us as soon as possible of any issues or potential problems
• Treat our staff courteously
• Provide feedback to enable us to improve our service
• Submit clear, concise and accurate time sheets
• Provide accurate information at the time of registration
• By forwarding the necessary paperwork in a timely manner to complete the registration process
• Tell us immediately of any change to your circumstances or details
• By having your payroll number ready when you contact us
• Avoid calling in before 2pm to find out if you are being paid

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