Click on the question below and the answer will appear at the top of your screen.

• How will I be paid?

• When will I be paid?

• What happens if I change my bank or building society?

• Who do I contact if my pay is incorrect?

• What happens if I have been underpaid?

• What happens if I have been overpaid?

• Who do I contact if I have a query with my income tax or tax code?

• Who do I contact if I have a query with my tax credits?

• What happens if I lose my pay-slip or P60?

• How do I know what my rate of pay is going to be?

• Do I need to provide a P45 before I start work?

• What should I do if my National Insurance Number is not shown on my pay-slip?

• Will I get paid if my timesheet is completed incorrectly?

• So how do I ensure my timesheets are completed correctly?

• How often do I need to submit my timesheets?

• How much holiday do I receive?

• How much notice do I have to give to take a holiday?

• How do I claim my holiday pay?

• Does the company operate a pension scheme?

• Do I get paid sick pay?

• Do I get maternity pay?

Q. How will I be paid?
A. You will be paid directly into a bank or building society account, so it's important that you complete the BACS form provided to you at interview, which confirms your bank details.

Q. When will I be paid?
A. Friday is payday and you will be paid on a weekly basis upon submission of accurately completed time sheets to your branch. The working week is Monday to Sunday and payment is always made 12 days after the Sunday of each week.

Q. What happens if I change my bank or building society?
A. You need to inform the payroll department at Head Office of your new details as soon as possible.

Q. Who do I contact if my pay is incorrect?
A. You need to contact Customer Services at Head Office on 01785 810611 within four weeks of payment.

Q. What happens if I have been underpaid?
A. All underpayments will be treated urgently and will be included with future pay as soon as practicably possible. All adjustments are confirmed in writing.

Q. What happens if I have been overpaid?
A. All overpayments will be recovered from future pay to compensate. All adjustments are confirmed in writing.

Q. Who do I contact if I have a query with my income tax or tax code?
A. You need to contact the Inland Revenue at Swansea on 01792 456000 and
quote PAYE Reference 615/A28355 and your own National Insurance number.

Q. Who do I contact if I have a query with my tax credits?
A. You need to contact the Inland Revenue on 0845 3003900 and quote PAYE Reference 615/A28355 and your own National Insurance number.

Q. What happens if I lose my pay-slip or P60?
A. You can request a copy from Customer Services on 01785 810611. Please note that a charge of £1.00 per copy document will be applied.

Q. How do I know what my rate of pay is going to be?
A. At interview you will be provided with a ‘Rates of Pay' document detailing all rates that apply to you. Rates are dependent on your geographical location, qualification or grade, the type of client where you are working and the time of your shift. If you are in any doubt as to the appropriate rate of pay, you should clarify this with your branch before accepting the assignment.

Q. Do I need to provide a P45 before I start work?
A. You should provide a P45 if you are in possession of one. If you do not have a P45, or you have two jobs, there is a statutory requirement for you to complete document P46. These documents can be obtained from your branch office.
Important note. It is imperative that your National Insurance number is correctly applied to all payroll records. Please ensure this is correctly shown on P45 or P46 documents.

Q. What should I do if my National Insurance Number is not shown on my pay-slip?
A. You should provide your National Insurance number to Customer Services on 01785 810611 as a matter of urgency. This information enables the Inland Revenue to apply your contributions to your record.

Q. Will I get paid if my timesheet is completed incorrectly?
A. No. Any time sheet that is not completed correctly will be returned to you. Payment will only be made when the timesheet is returned with the full and correct information.

Q. So how do I ensure my timesheets are completed correctly?
A. You need to ensure that the following information is included:
Your name and address
Your computer reference number
Your grade and/or qualification
The name and address of the client or service-user
Date of each day worked
Start and finish time for each shift
The total hours worked for each day
Any booking reference (if applicable)
The mileage incurred for each duty (certain areas only)
The weekly hours and mileage totals (certain areas only)
Your signature
The signature of the client and/or service –user

Q. How often do I need to submit my timesheets?
A. You should submit your time sheets to your local branch on a weekly basis. Your branch will designate what day they require your time sheets – this is usually the Monday or Tuesday following the week worked.

Q. How much holiday do I receive?
A. You are entitled to four weeks' paid holiday. This is funded by the company accruing 8.3% of your hourly pay into a holiday fund designed to pay the equivalent of four weeks pay over the full year.

Q. How much notice do I have to give to take a holiday?
A. You must give your Manager at least one week's notice of your planned holiday. However, paid holiday can only be taken if approved by your Manager and approval will be subject to the ability to cover your assignments.

Q. How do I claim my holiday pay?
A. It must be claimed in advance of your holiday using the claim forms that are available from the Branch Office. Holiday pay must be claimed within the holiday year and cannot be carried forward from one holiday year to the next. The Company's holiday pay year runs from tax week 29 to tax week 28 (around October but see pay-date schedule for exact confirmation of these dates).

Q. Does the company operate a pension scheme?
A. The company offers a Stakeholder pension with Standard Life. For further details please telephone Standard Life on 0845 6060087 and quote scheme number J72601.

Q. Do I get paid sick pay?
A. You will receive Statutory Sick Pay upon receipt of the correct documentation. Please contact Customer Services on 01785 810611 for further clarification of the qualification criteria.

Q. Do I get maternity pay?
A. You will receive Statutory Maternity Pay upon receipt of the correct documentation. Please contact Customer Services on 01785 810611 for further clarification of the qualification criteria.
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