We work with the HR Portal that used to be NaturalHR and since the Moorepay takeover have experience no break in levels of service. All we have spoken to have been professional and prompt in respondin... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
We had our previous account manager for longer than I have been with our Company (12 months or so), then we got moved over to someone else, now we have Jack Benn as our account manager. First impress... See more
Company replied
We’ve had a great experience with Moorepay, largely thanks to our account manager, Jodie. She has a real knack for understanding our H&S requirements and tailoring the service to suit us. She’s alw... See more
Company replied
Review is based on call with Jack Benn on 13 May 2026. Jack as taken over as our account manager . The call was very positive, Jack was focused on our needs, he had taken the time to researched our ac... See more
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Company details
Written by the company
Making payroll and HR easy for UK businesses.
Moorepay's customer service
Written by the company
- Our commitment to our customers
- Moorepay take great pride in the quality of our service and products, as you'll see reflected in our excellent Trustpilot score. If you'd like to learn more about us, feel free to search the reviews or our website www.moorepay.co.uk for the areas you're interested in.
- Improving Moorepay
- To strive for the best possible customer experience, we are always listening to our customers. If you feel we've not met our usual standard, please let your account manager know. We will look into it, as well as all of our reviews, to ensure that any perceived poor experience is not repeated in the future.
- About Moorepay
- We make payroll & HR easy for over 10,000 customers across the UK. Our software is easy to use, easy to access and easy to trust, and our team of over 500 friendly experts are always on hand to help, whether you want to keep things in-house or outsource everything.
- For more payroll and HR support
- If you'd like additional payroll and HR support, visit our Knowledge Centre on our website. It's updated daily with webinar recordings, guides, frequently asked questions and blog posts among many other helpful resources for payroll and HR professionals.
Contact info
Lowry Mill, Lees Street, M27 6DB, Swinton, Manchester, United Kingdom
- 0345 1844615
- sales@moorepay.co.uk
- www.moorepay.co.uk
4.3
Excellent
2K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 1 week
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great interaction and interface and…
great interaction and interface and great support on request thank you too Steven Payne
September 1, 2026
Unprompted review
Moorepay promised a great deal, the reality was completely different
Moorepay promised a great deal during the sales process and gave us every impression that the onboarding and implementation would be handled properly. Unfortunately, once we signed up, the reality was completely different.
The lack of communication, support and accountability we have experienced is, quite frankly, disgraceful.
They did not provide the onboarding support we were promised, did not even have the courtesy to call us to resolve the situation, have ignored us for more than a month, and are now as if nothing had happened they have started to send invoices for a service that was never successfully implemented and has never been used. Simply unacceptable.
This has been one of the most frustrating and disappointing experiences we have had with a business service provider. Based on our experience, I would strongly advise any business considering Moorepay to think very carefully before signing up.
August 10, 2026
Unprompted review
Absolutely disgraceful service
Absolutely disgraceful service – ignored for over 6 weeks but they still manage to send invoices.
Our experience with Moorepay has been appalling.
We initially spent a considerable amount of management time going through Moorepay’s onboarding and implementation process, providing information, documentation and engaging with multiple members of their team. Despite the significant amount of time we invested in this process, Moorepay ultimately failed to complete the onboarding and were unable to successfully implement our payroll service.
This left us having to urgently source and onboard with an alternative payroll provider to ensure our staff could be paid.
Since then, we have spent over six weeks repeatedly calling and emailing Moorepay, asking for one very simple thing: written confirmation that the contract has been cancelled and that we will not be charged for a service they failed to implement and that we have never been able to use.
We have been completely ignored.
No resolution. No meaningful response. No confirmation of cancellation. Nothing.
Yet somehow, while apparently incapable of responding to our repeated calls and emails, they have no difficulty continuing to send us invoices.
The amount of our time this company has wasted is astonishing. We invested considerable time attempting to onboard with them, only for them to fail to complete the implementation. We then had to repeat the entire process with another provider, and we have now spent a further six weeks chasing Moorepay simply to acknowledge our cancellation.
Communication was immediate when they wanted our business. Once the onboarding failed and we wanted to leave, that communication disappeared entirely.
We are now being invoiced for a payroll service that was never successfully implemented and that we have never been able to use, while our repeated correspondence regarding cancellation is simply ignored.
For a company providing such a critical business service, this complete lack of communication and accountability is unacceptable.
This has genuinely been one of the worst experiences we have had with a business service provider, and I would strongly advise any business considering Moorepay to take our experience into account before signing a contract.
July 27, 2026
Unprompted review
Reply from Moorepay
Hi there,
Thanks for taking the time to share this feedback. We're really sorry to hear about your experience and the concerns you've raised around onboarding, implementation, communication, and billing. We understand how frustrating this must have been, particularly given the time and effort invested in the process and the challenges you've described in getting confirmation regarding your cancellation.
We'd like the opportunity to look into this further and better understand what happened. We've requested some additional information from you and would really appreciate it if you could provide this so the team can investigate the concerns you've raised and discuss your experience in more detail.
All the best,
Moorepay
Great support from all Moorepay…
Great support from all Moorepay employees especially our account manager Matt, from a simple onboarding to regular check ins throughout the year. Quick response to any issues raised and feedback was listened to.
General design and layout a little old fashioned for me and reports layout very basic.
August 28, 2026
Reply from Moorepay
Hi there,
Thanks for taking the time to share your feedback – we really appreciate it.
It’s great to hear that Matt and the wider Moorepay team have provided such responsive support, from day-to-day queries through to your regular account review meetings. We’re especially pleased to know that feedback is listened to and acted upon, helping to ensure you get the most value from the service.
We also appreciate your comments regarding the design, layout and reporting functionality. Feedback like this is invaluable as we continue to enhance and develop our products.
We’ll be sure to pass your kind comments on to Matt. Thanks again for your review.
All the best,
Moorepay
I honestly have never dealt with such…
I honestly have never dealt with such awful service. I am amazed everyday with how bad the service is. We were promised so much and we get the worst service I have ever received from a payroll company and once in it’s incredible hard to get out! Avoid at all costs.
August 28, 2026
Unprompted review
Reply from Moorepay
Hi there,
Thanks for taking the time to share this feedback. We're really sorry to hear about your experience and that the service hasn't met your expectations. We understand how disappointing and frustrating this must be, particularly when you felt you were promised more than was delivered.
We'd like the opportunity to look into the concerns you've raised and better understand what happened. We've requested some additional information from you and would really appreciate it if you could provide this so the team can investigate further and discuss your experience in more detail.
All the best,
Moorepay
I contacted support with an issue
I contacted support with an issue, and Vishnu was able to resolve it very quickly. He was incredibly helpful throughout the process, taking the time to log a support ticket so that any follow-up questions could be tracked and addressed. He responded to a follow up question promptly and provided clear guidance and we were able to resolve the issue with minimal impact.
August 27, 2026
Reply from Moorepay
Hey there,
Thanks for taking the time to share your feedback – we really appreciate it.
It’s fantastic to hear that Vishnu was able to resolve the issue quickly and provide clear guidance throughout the process. We’re especially pleased to know that his proactive approach helped ensure any follow-up queries could be tracked and addressed efficiently, minimising the impact on your business.
We’ll be sure to pass your kind comments on to Vishnu. Thanks again for your review.
All the best,
Moorepay
Vishnu Ramesh - A* Customer service
Still getting to grips with the software.
Vishnu is a massive help. Friendly and patience, offers guidance and solves issues quickly.
August 19, 2026
Reply from Moorepay
Hi there,
Thank you for your feedback – we really appreciate it.
We understand that there can be a learning curve when getting to grips with new software, so it’s great to hear that Vishnu has been on hand to support you along the way. We’re delighted to know that his patience, friendly approach and expertise have helped make the experience easier and that he’s been able to resolve issues quickly when needed.
We’ll be sure to share your kind comments with Vishnu. Thanks again for taking the time to leave a review.
All the best,
Moorepay
The service from the customer support…
The service from the customer support team is always excellent. Recently we had a few user errors and Vishnu got these actioned promptly and professionally in order for us to get our BACS sent on time.
Amazing service as always from the team
August 21, 2026
Reply from Moorepay
Hey there,
Thanks for taking the time to share your feedback – we really appreciate it.
It’s fantastic to hear that Vishnu was able to act quickly and professionally to resolve the issue and help ensure your BACS payment was submitted on time. We know how important payroll deadlines are, so we’re delighted that the team was able to provide the support you needed when it mattered most.
We’ll be sure to pass your kind comments on to Vishnu and the wider team. Thanks again for your review.
All the best,
Moorepay
Good experience with the Moorepay team.
Good experience with the Moorepay team.
Clare Franklin, David Adams and David Barnett all have been responsive and very helpful and I appreciate the support from the wider team. Overall, a positive experience, with some room for improvement on the technical side of the system.
Thank you.
August 19, 2026
Reply from Moorepay
Hello there,
Thank you for your feedback – we really appreciate you taking the time to share your experience.
It’s great to hear that Claire, David and the wider Moorepay team have been responsive and helpful in supporting you. Building strong relationships and providing reliable support is something we pride ourselves on, so it’s fantastic to know you’ve had a positive experience overall.
Thanks again for your review and for recognising the team’s efforts.
All the best,
Moorepay
Frustrating Delays in Communication From Support
Overall positive experience during implementation and ongoing payroll processing, unfortunately experiencing difficulties in relation to frustrating delays in communication from support teams, currently over 3 months taken trying to resolve a year end query.
August 20, 2026
Unprompted review
Reply from Moorepay
Hi there,
Thanks for taking the time to share your feedback. We're pleased to hear that your overall experience with implementation and ongoing payroll processing has been positive. We're sorry, however, to hear about the delays you've experienced in getting your year-end query resolved and the frustration caused by the lack of communication.
Thank you for bringing this to our attention. We've shared your feedback with the relevant team internally so the concerns you've raised can be reviewed further. We appreciate your feedback and the opportunity to better understand how we can improve your experience.
All the best,
Moorepay
Account Management
Great account management catch up call with David Adams, very helpful and all questions answered effectively and confidently within the call.
August 19, 2026
Reply from Moorepay
Hi there,
Thank you for your feedback – we really appreciate it.
It’s great to hear that your catch-up call with David was so valuable and that he was able to answer your questions clearly and confidently. Building strong relationships and providing proactive, knowledgeable support is a key part of what we aim to deliver.
We’ll be sure to pass your kind comments on to David. Thanks again for taking the time to leave a review.
All the best,
Moorepay
Great account manager
Our account manager Vilija has been great in resolving queries & answering questions
August 19, 2026
Unprompted review
Reply from Moorepay
Hey there,
Thank you for your kind feedback.
We’re delighted to hear that Vilija has been so helpful in resolving your queries and providing the support you need. Having a knowledgeable and responsive account manager can make a real difference, so it’s fantastic to know you’ve had such a positive experience.
We’ll be sure to share your comments with Vilija. Thanks again for your review.
All the best,
Moorepay
The only good thing about Moorepay is…Vishnu
The only good thing about Moorepay is Vishnu. He always knows how to sort out what someone else has done incorrectly their end. Moorepay itself is awful. I would not recommend this to anyone.
Our payroll was set up incorrectly. We get sent invoices with no explanation on them, I have emailed to ask what they are for, no reply. More recently I have run the payroll and employees tax is too high, on contacting customer support I get told to rerun them -now they are sorted. But how can this be ok, how can I trust this system. I have emailed two managers a letter of complaint -no reply. Meanwhile Moorepay keep taking the money from our bank.
You need more Vishnu's.
Moorepay 0 stars. Vishnu 10 stars.
July 30, 2026
Unprompted review
Reply from Moorepay
Hello there,
Thanks for taking the time to share this feedback. We’re really sorry to hear about your experience and the issues you've encountered with payroll setup, invoicing, and support. We understand how frustrating this must be.
Thank you for providing your contact details. We’ve passed your feedback on to the relevant team internally so the concerns you've raised can be reviewed further. We appreciate you bringing this to our attention and giving us the opportunity to look into this in more detail. We’ll also be sure to pass on your kind comments about Vishnu.
All the best,
Moorepay
I would like to recognise Steven Payne…
I would like to recognise Steven Payne for his outstanding support in progressing COMBE's Health & Safety Policy 2026.
Steven’s knowledge, patience and politeness, together with his willingness help me understand the Policy, have been greatly appreciated. His commitment and positive approach have made a valuable contribution to moving this important work forward.
Thank you, Steven, for your continued support and dedication.
August 17, 2026
Unprompted review
Reply from Moorepay
Hey there,
Thank you for taking the time to leave such positive feedback.
We're delighted to hear that Steven's knowledge, patience and support helped you progress your Health & Safety Policy review with confidence. Providing clear guidance and practical support is a key part of what we do, so it's fantastic to know Steven made such a valuable contribution.
We'll be sure to pass your kind comments on to him. Thanks again for your review.
All the best,
Moorepay
Reply from Moorepay
Hi there,
Thank you for your feedback – we really appreciate it.
It's great to hear that you've had such a positive experience and found the support helpful.
All the best,
Moorepay
Reply from Moorepay
Hi there,
Thanks for taking the time to leave a review.
It's great to hear that you've found our support team responsive and knowledgeable. Providing timely, expert support is something we pride ourselves on, so it's fantastic to know that's been your experience.
Thanks again for your feedback and for choosing Moorepay.
All the best,
Moorepay
At the risk of being completely boring
At the risk of being completely boring, Moorepay, once again did everything that was helpful during our recent H and S Audit. Steven thank you so much for seeing us along the route of reviewing, as always, fab experience, and minds at rest that we are doing everything that we need too. Thank you.
August 5, 2026
Unprompted review
Reply from Moorepay
Hey there,
Thank you for your wonderful feedback.
We're delighted to hear that Steven was able to support you through your recent Health & Safety audit and provide reassurance throughout the process. Knowing that our guidance helps give customers confidence and peace of mind is exactly what we aim for.
We'll be sure to pass your kind comments on to Steven. Thanks again for taking the time to share your experience.
All the best,
Moorepay
Excellent feedback from Steven Payne…
Excellent feedback from Steven Payne following a review of our policy and risk assessment.
July 29, 2026
Unprompted review
Reply from Moorepay
Hey there,
Thank you for taking the time to leave a review.
We're delighted to hear that Steven provided such positive support during your policy and risk assessment review. It's great to know that the experience met your expectations and that you found the process valuable.
Thank you again for your feedback and for choosing Moorepay. We really appreciate your comments and look forward to continuing to support you.
All the best,
Moorepay
Lack of communication and service is well short of expectations
The service received from Moorepay has fallen well short of my expectations and there is no urgency to resolve any of the matters I have raised. Its been over six months and still no resolution. My Account Manager promises to get back to me and never does, despite chasing.
Every month there are errors on the payroll and the syncing between HR and payroll doesn't work seamlessly.
I have tried terminating my contract but nobody ever responds to my communications despite raising an official complaint.
Very frustrated and disappointed.
July 28, 2026
Unprompted review
Reply from Moorepay
Hi there,
Thanks for taking the time to share this feedback. We're really sorry to hear about your experience and the ongoing issues you've encountered with service, communication, and the integration between HR and payroll. We understand how frustrating this must be, particularly when you've been trying to get these matters resolved over an extended period of time.
Thank you for providing your contact details. We've passed your feedback on to the relevant teams internally and understand that you're currently awaiting a response. The concerns you've raised are being reviewed, and a member of the team will be in touch with you directly. We appreciate you bringing this to our attention and giving us the opportunity to investigate further.
All the best,
Moorepay
Stellar Swapna
Swapna - AS ALWAYS - is JUST SPLENDID!! Always gets stuff done! Spoke to her so many times over issues pertaining to the new - substandard - NextGen (🙄) software…and she ALWAYS DELIVERS! A rare asset to your company!
July 28, 2026
Reply from Moorepay
Hello there,
Thanks for taking the time to share your thoughts.
We're sorry to hear you've experienced some challenges with NextGen, but it's fantastic to hear that Swapna has been there to support you every step of the way. We're especially pleased to know that her responsiveness, expertise and determination to get things resolved have made such a positive difference to your experience.
We'll be sure to pass your kind comments on to Swapna – she'll be delighted to hear them. Thanks again for your review.
All the best,
Moorepay
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