Frequently Asked Questions
Q. My manager has not received the reminder emails to approve my timesheet?
A. When we set up a new approver, they receive an email instantly to verify their email address. If this has been done and emails are still not being received, they need to ask their IT department to mark our email address as a safe sender - email@example.com and server IP address 18.104.22.168 / 22.214.171.124 / 126.96.36.199
Q. My timesheet is approved but missed the timesheet approval deadline. I still require payment on Friday, can anything be done?
A. Any payments processed manually outside of the normal payroll run will incur a £15 charge to the contractor for the bank charges that we will receive for that manual payment.
Q. I am a contractor being paid via an Umbrella Company. It’s Friday and I haven’t received my Payment. Who do I ask about this?
A. Your umbrella company in the first instance. We send remittances and payments to all umbrella companies each Wednesday. They therefore are informed 2 days early that payment is inbound and should be processing your payment immediately on the Friday, in some cases earlier.
Q. I am a PAYE contractor and I have taken a day off as annual leave. Why have I not been paid a full day holiday pay on my payslip?
A. Your holiday accrual is calculated on the average hours to date that you have worked and we calculate days as 1/5 of a week. So, if you have consistently worked 35 hours a week, 1/5 of your average working week would be 7 hours pay. If your work hours fluctuate then the average weekly hours will change and 1/5 of your average working week will too. This also applies to pay rate changes where an average calculation will be applied.
Q. I am a PAYE contractor. Why has plan 1 been chosen for my Student Loan repayments rather that plan 2; OR why has my tax code changed?
A. Each week we use our payroll software to download data from the HMRC servers. The data is based upon your previous earnings. You have to enquire with HMRC directly with regards to this, we are not allowed to contact HMRC on your behalf.