A message from Doug Crawford, in relation to our support services

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As the largest umbrella company in the UK and a recognised market leader in compliance, we understand that offering essential support to our contractors is crucial. Parasol’s employees sit at the heart of the company and we’ve worked extremely hard to earn our reputation as a contractor-first umbrella company, where support and customer service are exemplary.

In recent weeks, we have witnessed an unparalleled demand for our services with more contractors than ever before looking to join us. This is in large part due to the IR35 reforms coming into play and, while the Parasol team made adequate preparations for the anticipated increase in contractors requiring our services, the demand we have seen has far surpassed all expectations.

We acknowledge that, at present, the high levels of support offered by our team to employees has been impacted, but we are doing everything we can to rectify this. Our team continues to work incredibly hard, yet there has been such a significant increase in call and email volumes that waiting times have exacerbated beyond the high standards we set for ourselves.

At present, we are working around the clock to try and ensure the needs of Parasol employees are met promptly. We have already redeployed many of our existing staff into the support team and we are looking at further recruitment to boost our frontline teams.

Please rest assured that our team of trusted experts remain committed to delivering the best possible service for all employees. We have already implemented new functions and processes to help deal with the volume of work, including live chats, improved telephony routing that will reduce waiting times, and improved email routing to prioritise enquiries.

We’ve always operated in the best interests of our contractors and since the global pandemic hit, we have committed more than £1million in financial support to help our employees. We understand the frustrations around our current service offering and we apologise for the inconvenience this has caused.

We’d also like to confirm to our agency partners that we remain committed to all of our ongoing partnerships and are working as quickly as possible to rectify the current communications issues we face.

We’d like to assure you that we are doing everything we can to put this situation right as soon as possible to ensure the needs of Parasol employees and our agency partners are met swiftly and effectively.

If you have any concerns or queries, please email the Parasol team using this email address: sameday@parasolgroup.co.uk.

Thank you very much for patience – it is much appreciated at this time.