Complaints

How to raise a complaint and what to expect from our resolution process

If you feel that you haven’t received the level of service you expect, we want to hear from you. While we always aim to deliver the best possible experience, we understand that things don’t always go right the first time, or there may be something you don’t fully understand. If you’re unhappy with any aspect of our service, please let us know straight away so we can put it right.

We take all complaints seriously. Whatever your concern, it will receive our full attention and be handled by someone with the appropriate knowledge and experience.

What to do?

If you’re not happy with any aspect of our service or products, you can choose how you tell us. Whichever way you contact us, we’ll start investigating straight away.

Phone

You can call us on 01625 456 610 (Mon – Thurs 09:00-17:30, Fri 08:30-17:30). All our calls are recorded.

Email

To Customer Services – customer.services@umbrella.co.uk or any valid Umbrella.co.uk email address.

Post

Customer Service Manager,
Umbrella.co.uk,
Bollin House, Bollin Link,
Wilmslow,
SK9 1DP.

Livechat

You can chat with one of our Customer Service agents (Mon – Thurs 09:00-17:30, Fri 08:30-17:30) using the chat icon in the bottom right of the website.

Customer Charter & Service Level Agreement

Looking for reassurance on the service you’ll receive?

Explore our Customer Charter & Service Level Agreement to see our commitment to fast payments, clear communication, and exceptional support every step of the way.

So that we can get to the bottom of your complaint, we need as much information as possible. To help us do this, please try to include the following information when you contact us.

  • Your contact details, including phone numbers and availability. What your complaint is about – as much detail as possible.
  • Any names or dates if you’ve spoken to someone about this problem already
  • What you’d like us to do to put things right

Next steps

We’ll do our best to resolve your complaint straight away. If we can’t, we’ll keep you updated as the investigation progresses.

Step 1

If we can’t resolve your complaint within the day, we’ll contact you so you know who’s dealing with it.

Step 2

We’ll keep you updated regularly, but if you have any questions, you’ll be able to contact Customer Services.

Step 3

We’ll aim to resolve your complaint within one week. If for some reason we can’t resolve it in this timeframe, we’ll keep you regularly updated on our progress. If you’re not happy with our progress at any time, please call the Customer Service team.