We aim to answer every telephone call within five rings to minimise your waiting time.
We will do our best to resolve your enquiry during the first call. If we are unable to provide a full answer immediately, we will follow up with a response or update as soon as possible.
Email enquiries will be answered as quickly as we can. If we are unable to provide a full response the same day, we will send an acknowledgement promptly.
For more complex enquiries, we will keep in regular contact to update you on progress if a detailed response cannot be provided immediately.
Out-of-hours enquiries will be handled by a voicemail service, and a member of the Umbrella Customer Service team will be informed at the start of the next working day. Where enquiries are urgent, particularly regarding non-payment, we will respond as soon as possible the next working day.
Our Customer Service team is available to assist you Monday to Thursday between 09:00 – 17:30 and Friday 08:30 – 17:30 via phone, email, live chat, or through your secure Eezytime portal at www.umbrella.co.uk.
Invoices are sent to the agency or client the same working day if timesheets are correctly submitted via the portal by 14:30 on Tuesday. Submissions after this will be invoiced within one working day. Errors in timesheet entry may delay processing.
Expenses that require submission of receipts will normally be processed every Tuesday. Expenses received after 5 pm on Tuesday cannot be guaranteed to be processed with that week’s payroll.
Funds from agencies or clients are processed the same day, provided they’re correctly identified. Payments made on Monday or Tuesday clear the same day; Wednesday to Friday payments clear by close of business Friday.
Our complaints procedure is published here. All communications between our employees and Umbrella.co.uk will be treated in the strictest confidence. We are guided by the Data Protection Act 2018 and will not disclose any private data to a third party without your prior approval.