Abigail Skinner( my ‘go to’ person ) in Paypacket always goes above and beyond to deal with anything I throw at her! All the staff at Paypacket seem to have been ‘hand picked’ .. the phone calls ar... Se mer
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Det här tycker kunderna
Contacted Paypacket regarding leaving employment (nothing sinister) and to request this could be actioned and a P45 issued. Done virtually there and then and P45 generated for download/printing witho... Se mer
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You only have to ring up and explain what has happened, and it is always sorted out now if no buts , Kerry was an absolute treasure in helping me with my question
Företaget har svarat
I am very new to Pay Packet and so far it has been a very easy and straight forward process. Any problem I’ve come across has been dealt with professionally and very efficiently.
Företaget har svarat
Företagsinformation
Skrivet av företaget
PayPacket Ltd specialises in Direct Payments payroll and managed account services for people who employ carers or personal assistants, as well as for those who self‑fund their care. We support service users, carers, and local authorities across the UK by taking responsibility for the accurate, compliant, and timely processing of payroll, pensions, and statutory payments. Our role is to reduce stress, protect continuity of care, and ensure that carers are paid correctly and on time. Managing Direct Payments payroll can be complex, especially where funding, timesheets, and statutory obligations intersect. Our experienced UK‑based payroll team works closely with each service user to provide clear advice, dependable processes, and practical support when it’s needed. What matters most to us Reliability – Making sure payroll runs smoothly and payments are made on time Ownership – Taking responsibility when issues arise and seeing them through to resolution Clarity – Explaining things in straightforward, understandable terms Continuity of care – Supporting stable care arrangements by ensuring carers are paid accurately We understand how important payroll is, particularly for carers who rely on timely payment to meet everyday commitments. When something doesn’t go as expected, our focus is on resolving it quickly, clearly, and professionally, while reviewing our processes to reduce the risk of recurrence. Who we support Individuals employing carers or personal assistants People receiving Direct Payments or Personal Health Budgets Families managing complex or multi‑PA care packages Local authorities working with residents to support independent living Our commitment PayPacket is committed to providing a transparent, accountable, and supportive payroll service. We value feedback and use it to improve how we work, strengthen our processes, and better support the people who rely on us. If you have feedback or need support, our team is here to help.
Kontaktuppgifter
Friar Lane 40, NG1 6DQ, Nottingham, Storbritannien
- 0800 848 8998
- pay@paypacket.co.uk
- paypacket.co.uk
4,8
Utmärkt
2 tn omdömen
Ingen aktuell inbjudningshistorik
Det här företaget har inte bjudit in sina kunder på länge. Omdömen kanske inte är representativa
Har besvarat 100 % av sina negativa omdömen
Svarar vanligtvis inom 24 timmar
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
I have not had any problems playing for my care
I have not had any problems paying through my bank account to directly pay for my car
17 juli 2026
Omdöme utan inbjudan
NON PAYMENT TO HMRC & CARER
Many promises made to call back on same day with outcome of an outstanding transaction/complaint and non payment to HMRC via telephone over 10 years many hours spent on emails and phone calls.
Still waiting, now a formal complaint has been made.
15 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Hi,
Thank you for taking the time to share your feedback. We are sorry to hear that you have been dissatisfied with your experience and appreciate how frustrating it must be to have an ongoing matter that remains unresolved.
We understand that a formal complaint has now been raised, please be assured all payments that were due to HMRC have been paid and the case is currently being investigated. As part of this process, we are working with HMRC to assist them in resolving the payment allocation issues and we need to ensure HMRC have reallocated these correctly before a final resolution can be reached.
We appreciate that this matter has been ongoing for some time and apologise for any frustration caused by delays in communication or the length of the process. Please be assured that we are committed to seeing this through and providing updates as soon as further information is available.
As your complaint is currently under review, we are unable to discuss the specific details of your account publicly. However, a member of our team will continue to work with you directly regarding this matter.
Because Kellie always make things easy
Because Kellie always make things easy, she is quick to respond to messages and more than happy to help.
15 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Hi Florence,
Thank you for your wonderful 5-star review.
We're delighted to hear that Kellie has consistently made things easy for you and has been quick to respond whenever you've needed assistance. Providing helpful, responsive support is at the heart of what we do, so it's fantastic to know that Kellie has made such a positive difference to your experience.
We'll be sure to pass on your kind feedback to Kellie, who will be pleased to hear your comments.
Thank you for taking the time to share your experience and for choosing PayPacket.
Service and payment to employed PA or Care Assistant.
Just doing the opposite of what is expected of Pay-packet?? eg. Wages and payslip can be prepared and posted a week or 3 to 4 days before the due date. Direct debit should be taken after the respective Council deposit the money in the account?? Some time this is delayed and everything goes wrong??
14 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you for your feedback, Suresh.
We're sorry to hear that you've been frustrated with the timing of payroll and Direct Debit collections.
Our aim is always to ensure employees are paid on time and in line with the agreed payroll schedule. However, payroll can only be processed where sufficient funds are available in the employer's Direct Payment account.
Unfortunately, delays in funding reaching the account or insufficient funds being available can affect the payroll process, regardless of when payslips are prepared.
Direct Debits are collected in accordance with the agreed service schedule and are separate from the timing of council funding payments, which are outside of our control.
We understand that funding delays can be frustrating, and our team has worked with you on several occasions to recalculate payroll and provide support when funding issues have arisen.
If there are any outstanding concerns, we'd be happy to discuss them with you directly and review the account together.
Thank you for taking the time to leave your feedback.
I sent in the wrong timesheet and Kerry…
I sent in the wrong timesheet and Kerry sorted this out quickly for me she’s always been very helpful to me with queries in the past.
7 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Hi Beverley,
Thank you for your wonderful 5-star review.
We're pleased to hear that Kerry was able to quickly resolve the timesheet issue for you and that you continue to find our support helpful whenever you have a query. Providing prompt and reliable assistance is very important to us, so it's great to know we've been able to help.
We'll be sure to pass your kind comments on to Kerry and the team.
Thank you for taking the time to share your experience and for your continued trust in PayPacket.
Always Helpful
Contacted Paypacket regarding leaving employment (nothing sinister) and to request this could be actioned and a P45 issued. Done virtually there and then and P45 generated for download/printing without delay. Always helpful and efficient whenever I've used them or contacted them. Emails were exchanged with Kerry who was helpful in all areas.
10 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Hi Chris,
Thank you for your fantastic 5-star review. We're delighted to hear that the process of leaving employment and obtaining your P45 was handled quickly and efficiently, and that you were able to download your P45 without delay.
It's especially great to hear your positive feedback about Kerry. We'll be sure to pass on your kind words, as our team always strives to provide helpful and responsive support.
Thank you for choosing PayPacket and for taking the time to share your experience. We wish you all the best for the future.
Svar från Paypacket Ltd
Hi Vishaka,
Thank you for taking the time to leave us a review. We're delighted to hear that you found our service both fast and reliable. Providing an efficient and dependable experience for our customers is always our goal, so it's great to know we met your expectations.
We appreciate your feedback and look forward to serving you again in the future.
Kerry
You only have to ring up and explain what has happened, and it is always sorted out now if no buts , Kerry was an absolute treasure in helping me with my question
8 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you for your wonderful feedback, Joan!
We’re delighted to hear that Kerry was able to help and make things straightforward for you. Providing prompt, practical support and resolving queries without unnecessary hassle is exactly what we aim for.
We'll be sure to pass on your kind words to Kerry—she’ll be thrilled to know her help was so appreciated.
Thank you for taking the time to leave a review, and please don’t hesitate to get in touch if you ever need assistance in the future. 😊
Svar från Paypacket Ltd
Thank you for your kind feedback, Sandra!
We're delighted to hear that you've received excellent service. Providing a high standard of support is something we pride ourselves on, so it's wonderful to know we've met your expectations.
Thank you for taking the time to leave a review. If there's ever anything we can help you with in the future, please don't hesitate to get in touch! 😊
Abigail Skinner( my ‘go to’ person ) in…
Abigail Skinner( my ‘go to’ person ) in Paypacket always goes above and beyond to deal with anything I throw at her!
All the staff at Paypacket seem to have been ‘hand picked’ .. the phone calls are always answered, with calm helpful advice and actions to solve whatever is worrying me.
I am so grateful Paypacket and Abigail for their excellent ,reliable service, hence the 5 stars!
9 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you so much for your wonderful feedback, Helen!
We’re truly delighted to hear about your positive experience with both Abigail and the wider PayPacket team. Abigail will be thrilled to know that she has become your trusted "go-to" person and that her support, advice, and dedication have made such a difference.
Your kind words about our team’s helpfulness, reliability, and commitment to resolving any concerns mean a great deal to us. We pride ourselves on providing friendly, responsive support, so it’s especially rewarding to know that this has been reflected in your experience.
Thank you for taking the time to share your feedback and for awarding us 5 stars. We’ll be sure to pass your lovely comments on to Abigail and the rest of the team. 😊
They respond promptly
They respond promptly, helpfully and efficiently to enquiries and requests
9 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you for your kind feedback, Gillian!
We're delighted to hear that you've found our team to be prompt, helpful, and efficient when responding to your enquiries and requests. Providing timely support and excellent service is something we work hard to achieve, so it's wonderful to know this has been your experience.
Thank you for taking the time to leave a review. We truly appreciate your support and look forward to assisting you again in the future. 😊
I am very new to Pay Packet
I am very new to Pay Packet and so far it has been a very easy and straight forward process. Any problem I’ve come across has been dealt with professionally and very efficiently.
7 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you for your lovely feedback, Claire!
We're delighted to hear that your experience with PayPacket has been straightforward and easy from the start. Making the process as simple as possible for new customers is something we strive for, so it's wonderful to know this has been reflected in your experience.
We're also pleased that any issues you've encountered have been resolved professionally and efficiently by the team. Thank you for taking the time to share your feedback, and we look forward to continuing to support you in the future. 😊
Great service from Anna
Great service from Anna, fast and clear responses! ⭐⭐⭐⭐⭐
1 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you for your wonderful feedback, Ellie!
We're delighted to hear that Anna provided you with great service and that her responses were fast, clear, and helpful. We'll be sure to pass on your kind words to Anna—she'll be pleased to receive the recognition.
Thank you for taking the time to share your experience, and please don't hesitate to get in touch if we can assist you again in the future. ⭐⭐⭐⭐⭐
Lots of clear help
1 juli 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you for your feedback, Jennifer!
We're pleased to hear that you found the help and guidance provided to be clear and useful. We always aim to make things as straightforward as possible, so it's great to know we've been able to support you effectively.
Thank you for taking the time to leave a review, and please don't hesitate to get in touch if we can help with anything in the future. 😊
Svar från Paypacket Ltd
Thank you for your feedback, Nicolle!
We're delighted to hear that you found our service very helpful. Providing clear, reliable support is always our goal, so it's wonderful to know we've been able to assist you.
Thank you for taking the time to leave a review. If there's ever anything else we can help you with, please don't hesitate to get in touch! 😊
The Team are Amazing.
25 juni 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you so much for your wonderful feedback, Olushola!
We’re delighted to hear that you think the team is amazing — your kind words really mean a lot to us. Our team works hard to provide the best possible service, so it’s fantastic to know we made such a positive impression.
If there’s anything more we can do for you in the future, please don’t hesitate to reach out. We’re always here to help!
Very clear and supportive approach and…
Very clear and supportive approach and communication
19 juni 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you so much for your kind review, Mrs Middleton. We really appreciate you taking the time to share your feedback.
It’s great to hear that you found our approach clear and supportive, as well as our communication helpful throughout. Providing a straightforward and reassuring experience is always our priority.
If there’s ever anything more we can assist you with, please don’t hesitate to get in touch. We’re always here to help.
They will pay your wages late and ignore you when chased
The service has been unacceptable. Salary payments are repeatedly late, and the communication around delays is poor.
In this instance, I am referring to Keri. Messages have been ignored, responsibility is passed around, and there is no clear explanation of the process or when people can expect to be paid. We go into another weekend not knowing when payment will be made.
For people on minimum wage or living from payday to payday, wages being more than a day late causes real hardship. Rent, bills and food do not wait and it is extremely stressful. Holden go without food.
What makes this even worse is that they took their own payment first, but the wages were still not paid. No one appeared to look into why until I chased.
Think about how you would feel if your own wages were delayed because a supplier bill had been paid first. Imagine being left in that position with no clear communication at all. This is what they are putting people through.
Late pay is bad enough. Being left in the dark about money already earned is shameful.At the time of posting this there still isn’t a clear payment date, now 10 days late.
Avoid this business at all costs!
UPDATE to reply
Thank you for your response on 22 June 2026, but it still does not reflect my experience.
My concern was never simply that a funding issue occurred. Problems can happen. My concern is how the situation was handled and the impact on the person waiting to be paid.
While you refer to emails between yourselves and the employer, the person whose wages were delayed was effectively left ignored, with no direct communication, reassurance or meaningful update about when payment was received, and this isn't the first time this has happened, it's almost every month. That human impact appears to be missing from your response.
The issue may have started outside your control, but communication, ownership and customer care remained within your control, and that is where my experience fell far short.
19 juni 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you for your further feedback. We are sorry to hear how strongly you feel about this situation and we do recognise the impact that delayed payments can have.
We would, however, like to clarify a few important points. We have no record of any direct contact from you to our payroll inbox or to Keri regarding non-payment. All communication during this period was with the employer, who is our client and primary point of contact, and Keri responded promptly to each message received.
As a payroll provider, we are required to communicate directly with the employer regarding funding and payment matters. We are not able to discuss account-specific issues or funding directly with employees, as responsibility for communicating updates to the PA sits with the employer.
The delay itself was due to funds not being available in the account, which is outside of our control. Despite this, the team actively chased the Local Authority to resolve the issue as quickly as possible, and payment was processed immediately once the funds were received.
We do appreciate your concerns around communication and understand how this may have felt from your perspective. However, it is important to clarify that communication was maintained in line with the correct process and that no direct contact from you was received.
If you would like us to review your concerns further, please provide your preferred email address and we will be happy to look into this with you in more detail.
Svar från Paypacket Ltd
Thank you for your lovely feedback, Musa! We’re so pleased to hear that you found Gail to be helpful and supportive. We’ll be sure to pass on your kind words—she’ll really appreciate them. If there’s ever anything more we can assist you with, please don’t hesitate to get in touch!
Dealt with query efficiently and quickly
Dealt with query efficiently and quickly
17 juni 2026
Omdöme utan inbjudan
Svar från Paypacket Ltd
Thank you for your kind feedback, Sarah! We’re delighted to hear that your query was handled efficiently and quickly. Providing prompt and effective support is very important to us. If there’s ever anything more we can help with, please don’t hesitate to get in touch!
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