Service scope
We provide only the services identified in the written agreement. The agreement normally identifies:
- the legal client entities and payrolls;
- processing frequency and timetable;
- included inputs, calculations, reports and submissions;
- implementation work;
- authorised contacts;
- responsibilities and dependencies;
- fees and payment terms; and
- data-protection arrangements.
Work outside scope is subject to acceptance, available capacity and additional fees.
Client responsibilities
The client is responsible for:
- the lawfulness and accuracy of information supplied;
- its authority to instruct us and disclose personal data;
- employment, worker-status, tax and pay decisions;
- complete and timely payroll inputs;
- review and approval of payroll outputs;
- maintaining authorised contacts and access controls;
- funding and making all payroll-related payments; and
- complying with its legal duties as employer, controller and PAYE scheme operator.
Our responsibilities
We are responsible for:
- processing the agreed payroll using complete and approved information;
- performing the checks described in the service;
- referring identified exceptions for client review;
- issuing agreed outputs and authorised submissions;
- maintaining appropriate service records; and
- handling personal data in accordance with the contract and applicable law.
Deadlines and approvals
The processing timetable depends on the client meeting input and approval deadlines. If information or approval is late, we do not guarantee the original delivery, submission or payment timetable. We will explain the reasonable options and any additional charge.
Fees and payment
Fees, taxes, invoice timing and payment terms are stated in the contract or quotation. The client must raise a genuine invoice query promptly and pay undisputed amounts when due.
Service fees are not payroll funds. Wages, HMRC liabilities, pension contributions and third-party deductions remain payable directly by the client under the standard service.
Changes and corrections
Changes to scope, volume, frequency, reporting, integrations or timetable may require a revised fee and implementation plan. Corrections require adequate records and approval. Responsibility for the cost and timing of a correction depends on its cause and the contract.
Confidentiality and data protection
Each party must protect confidential information received through the engagement. Where we process payroll data for the client, the client normally acts as controller and we normally act as processor. The data-processing terms set out the required instructions and safeguards.
Suspension and termination
The agreement describes circumstances in which services may be suspended or ended. These may include non-payment, repeated missed deadlines, absence of required authority, security risks, unlawful instructions, material breach or insolvency events.
Ending the service does not remove accrued payment obligations or the need to protect confidential information and personal data.
Liability
The service agreement sets out the applicable liability provisions. Nothing excludes liability that cannot lawfully be excluded. The client remains responsible for matters outside our agreed scope and for decisions reserved to it as employer or controller.
Complaints and disputes
Operational issues should be raised promptly through the agreed service channel. Formal complaints can be made under our Complaints Procedure. The service agreement states the governing law and any contractual dispute process.
No reliance on this summary
Prospective clients should review the complete service agreement before appointing us. If this page differs from a signed agreement, the signed agreement applies.