Umbrella.co.uk is committed to treating all employees and members of the business community fairly, impartially, and with professionalism, courtesy, and respect.
We value our interactions with customers and welcome communication in both verbal and written forms — whether by email, phone, live chat, your secure portal, or other approved channels.
However, we will not tolerate behaviour or communication that we consider unacceptable. This includes any conduct that is discriminatory, offensive, abusive, or threatening. In such cases, we will take appropriate steps to protect our staff.
If a member of our team believes that a customer (who is also an employee of Umbrella.co.uk) is behaving in an unacceptable manner, we will explain why the behaviour is inappropriate and ask for it to stop. If the behaviour continues, we reserve the right to end the interaction, such as terminating a phone call.
Terminating communication does not necessarily prevent future contact — either with the same Umbrella.co.uk staff member or a different representative. However, if an individual continues to display unacceptable behaviour, we reserve the right to terminate the interaction again.
In cases where the behaviour is deemed extreme, we may invoke our internal disciplinary procedures (as outlined in Annex B of your Contract of Employment), which could result in the termination of employment. We also reserve the right to pursue legal action where appropriate. In such instances, prior warning may not be given.
If you’d like to get in touch with us, we’re available by telephone (Mon–Thurs: 09:00–17:30, Fri: 08:30–17:30), email, or live chat. We recommend using our live chat feature for the fastest and most convenient support — you can speak with our team while continuing with your day-to-day tasks.
You’ll also find a wide range of helpful guidance and frequently asked questions in the Resources section of our website, accessible from the top menu.