Umbrella FAQs
All of your frequently asked questions, answered
• General Queries
• Timesheets
• Statutory and other benefits
• Getting Paid
• Employment Status
• Tax Queries
• Finished assignment
General Queries
Q. Where do I find your contact details?
A. All contact details can be found on the portal in the ‘Help’ section or via our website
www.paystream.co.uk/contact_us. This will provide you with all the necessary contact details for all our
teams including email, phone numbers and address.
Q. What is an Umbrella Company?
A. An umbrella company employs contractors typically working on a number of fixed term assignments,
which are often sourced by a recruitment business. The umbrella employs the contractor under an
overarching contract of employment and is responsible for calculating and paying PAYE (Pay as You Earn)
and National Insurance.
Q. How long does it take to join PayStream, and are there any set up
costs?
A. There are no set up charges. It’s so easy to join us; you can sign up in just ten minutes! You can join by
talking with one of our experienced advisers on 0161 929 6000 (option 1) who will go through what you need
to do over the phone.
Q. If I’m in the middle of my contract can I still join PayStream?
A. If you call our New Business team on 0161 929 6000 (option 1) we will be happy to discuss this with you
in more detail. Or if you would like us to call you please request a call back via our website:
https://www.paystream.co.uk/contact
Q. Can you provide me with copies of my previous payslips?
A. Copies of your payslips are available for you to download via your personal online portal. If you wish to
update the email address we have on record for you please contact our customer care team.
Q. Can I refer a friend to you?
A. Of course. You can refer a friend via our online website: www.paystream.co.uk/refer or get your friend
to call us on 0161 929 6000 (option 1). We’ll give you up to £100* if your friend joins PayStream. There’s no
limit to the number of people you can introduce. And, you’ll get a bonus for each one! Just make sure that
they mention your name when they call.
*The referral scheme and any related bonuses mentioned are subject at all times to T&Cs which can vary from time to time. Applicable
terms can be provided on request.
Q. How do I update my bank account details with you?
A. Please e-mail our Customer Care team initially on
[email protected]. We will confirm by
email that your request has been processed within 48 hours of receipt. For security reasons we may call you
to confirm your request.
Q. How do I request a reference?
A. Please e-mail our Customer Care team initially on
[email protected]. We will review your
request and provide a response in no later than 3 working days of receipt. If your request relates to VISA
documentation/applications, please notify us as soon as possible to prevent any unnecessary delays.
Please note that we can only provide reference information based on; your employment dates, contract
end, and actual earnings in respect of your employment. Unfortunately, we are unable to provide personal
or character references.
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Timesheets
Q. Do I need to send my timesheet to you?
A. This will depend on the arrangement we have with your agency. If we require a copy of your timesheet
we will tell you this when you join. If so, you will need to submit this via the online portal. An invoice will then
be raised and automatically sent to your agency. The deadline for submitting your timesheets can be
different for each agency so please check this with your agency. A Timesheets FAQ guide is available in the
‘Help’ section on the portal.
Q. How do I submit my hours to PayStream?
A. If we require a copy, your timesheets can be uploaded via our online portal.
Q. I have agency-paid-expenses, how will this work?
A. Please ensure that these expenses have been authorised in writing by the agency/client prior to
submitting them. An invoice will need to be sent to the agency/client (unless they are self billing) to ensure
that these expenses are reimbursed. For us to prepare this on your behalf, please e-mail
[email protected] with a breakdown of the expenses so that we can prepare the invoice.
In order to check if any claims are eligible for tax relief, you will need to complete a short questionnaire
provided by PayStream to tell us about the nature of your expenses. If you have any queries regarding this,
please call us on 0161 929 6000 (option 2).
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Statutory and other benefits
Q. Will I be entitled to sick pay?
A. Yes. You need to contact us straight away to let us know if you are sick and unable to attend work. You
can self-certify for the first 7 days (you can fill in the self-certification form HERE), thereafter we need to see a
doctor’s certificate. Once we have received these we can check against the Statutory Sick Pay (SSP)
qualifying conditions and whether you qualify for SSP. If you qualify for SSP then we will make the necessary
payments to you each Friday.
Q. Will I be entitled to maternity, adoption or paternity leave?
A. To claim Statutory Maternity Pay (SMP) we need your completed MAT B1 Maternity Certificate and a
letter notifying us of your personal dates. For Statutory Paternity Pay (SPP) we need an SC3 form and for
Adoption pay an SC6 form. Once we receive the relevant form from you our payroll department will look into
the claim and see whether you are eligible.
Q. Am I insured?
A. Yes, as an employee of PayStream, you are automatically covered by our insurance. These include:
• Employers Liability – up to £10,000,000
• Public/Products Liability - up to £5,000,000
• Professional Indemnity – up to £5,000,000**
A copy of your relevant insurance certificate is available in the ‘Help’ section of the portal.
** A cap below £5m applies in certain specialist sectors. Please contact us if you require further clarification.
Q. Do you pay holiday pay?
A. Yes, this may be advanced or accrued. Bank holidays are included in the annual holiday allowance.
Please see Holiday Pay FAQs for further information. If your holiday pay is accrued, you can head online to
our online portal to submit a request.
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Getting Paid
Q. Can I be paid weekly or monthly?
A. Our payment terms reflect those of your Agency. We will pay you depending on the agency payment
terms in place, normally weekly or monthly.
Q. How will I be paid?
A. You will be paid into your nominated bank account based on a payment timing and frequency agreed
with your agency.
Q. How do I know that I have been paid?
A. Each time we make a payment to you, you will receive a payslip and a text message to inform you of
the amount that is clearing in your bank. You will also be able to download additional copies of your payslip
via the online portal after 6pm on your payment date.
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Employment Status
Q. Will I have to worry about IR35?
A. No, as our employee you pay employed levels of tax and national insurance so IR35 is not applicable.
Contractors who operate through their own limited company and withdraw funds as a dividend need to
consider their IR35 status. If at any point you decide to look into operating through your own limited
company, we can review your IR35 status to see if this would be a suitable option for you. For more
information on this service please email our Contract Services team: [email protected]
Q. Am I employed or self-employed?
A. You are our employee. On joining you sign an employment contract and you are entitled to all the
standard rights of an employee. We also take care of your insurance and pay all the necessary tax and NI
contributions to HMRC on your behalf
Q. Who employs me, you or the agency?
A. You are employed by PayStream. You do not have any direct contractual agreement with your agency.
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Tax Queries
Q. What are the tax thresholds?
A. A guide to tax rates can be found on the online portal. Note, Personal Allowance may be reduced for
individuals earning more than £100k.
National Insurance Contributions: The National Insurance thresholds can be viewed at:
http://www.hmrc.gov.uk/rates/nic.htm
Q. Can you help with my personal tax return?
A. Most people whose main or only source of income comes to them under PAYE, for example umbrella
contractors, don’t have to concern themselves with making a Self-Assessment Tax Return each year.
However if you have other sources of income or earn over £100,000 in a single tax year you may be
required to complete one, in which case, our Personal Tax Team can help you with this. If you would like to
discuss our charges for completing your self assessment tax return please contact
[email protected].
Q. Do I get P60?
A. Anyone who was still employed by PayStream at the end of the financial year will be provided with a
P60 by the 31st May of that year. If we have an email address for you this will be emailed to this address; if
we do not have an email address then this will be posted to you. Anyone who left before the end of the
financial year would have been provided with a P45 outlining income details until the point of leaving.
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Finished assignment
Q. What happens when my assignment ends?
A. When your assignment ends please notify our Customer Care team as soon as possible. If you have
found permanent employment elsewhere we will issue your P45.
Q. How long will it take me to get my P45?
A. Once you have contacted PayStream you can expect to receive your P45 in 3 working days. Alternatively
if you have outstanding payments due to you, you can expect to receive it within 3 working days after your
final payment has been processed.
Q. Are there any costs when leaving PayStream?
A. There are no costs to leave PayStream or to rejoin us in the future.
Q. How can I rejoin PayStream?
A. It’s very simple to rejoin, it takes just a couple of minutes online. All you would need to do is email or call
our Customer Care team and they will advise you exactly what you need to do!
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