Paypacket Ltd, Always answer the call without any call waiting. Every staff is willing to resolve the matters for contacting. If need any specific staff, we will get connected Stright. Abigail... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Abigail Skinner( my ‘go to’ person ) in Paypacket always goes above and beyond to deal with anything I throw at her! All the staff at Paypacket seem to have been ‘hand picked’ .. the phone calls ar... See more
Company replied
I was forced last yr to change my provider. Was sceptical at first as previous moves have caused me so many problems. I contacted Keri for information and was overwhelmed with her professionalism. Sin... See more
Company replied
Good afternoon Abigail, I'm writing to you about my situation as an employee of Estefano López. I haven't been paid for two months, and it's almost been three. It's inconceivable that they can't adjus... See more
Company details
Written by the company
PayPacket Ltd specialises in Direct Payments payroll and managed account services for people who employ carers or personal assistants, as well as for those who self‑fund their care. We support service users, carers, and local authorities across the UK by taking responsibility for the accurate, compliant, and timely processing of payroll, pensions, and statutory payments. Our role is to reduce stress, protect continuity of care, and ensure that carers are paid correctly and on time. Managing Direct Payments payroll can be complex, especially where funding, timesheets, and statutory obligations intersect. Our experienced UK‑based payroll team works closely with each service user to provide clear advice, dependable processes, and practical support when it’s needed. What matters most to us Reliability – Making sure payroll runs smoothly and payments are made on time Ownership – Taking responsibility when issues arise and seeing them through to resolution Clarity – Explaining things in straightforward, understandable terms Continuity of care – Supporting stable care arrangements by ensuring carers are paid accurately We understand how important payroll is, particularly for carers who rely on timely payment to meet everyday commitments. When something doesn’t go as expected, our focus is on resolving it quickly, clearly, and professionally, while reviewing our processes to reduce the risk of recurrence. Who we support Individuals employing carers or personal assistants People receiving Direct Payments or Personal Health Budgets Families managing complex or multi‑PA care packages Local authorities working with residents to support independent living Our commitment PayPacket is committed to providing a transparent, accountable, and supportive payroll service. We value feedback and use it to improve how we work, strengthen our processes, and better support the people who rely on us. If you have feedback or need support, our team is here to help.
Contact info
Friar Lane 40, NG1 6DQ, Nottingham, United Kingdom
- 0800 848 8998
- pay@paypacket.co.uk
- paypacket.co.uk
4.8
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 100% of negative reviews
Typically replies within 24 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
So please I transferred to Paypacket
After a very difficult experience with another provider managing my son’s direct payments, I switched to Paypacket and I am so glad I did.
Paypacket made the transition straightforward and were always available to answer my questions. I have now been using the service for more than three months and remain very pleased with my decision to switch.
Every member of staff I have spoken to has been helpful and eager to assist. Calls are answered promptly and my email enquiries have always been responded to within 24 hours.
4 September 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your review, Stacy. We're pleased that we were able to assist you with your portal. We always aim to provide helpful and timely support, and we appreciate you taking the time to share your feedback. If there is anything further we can do to improve your experience, please don't hesitate to get in touch.
Reply from Paypacket Ltd
Thank you for your 5-star review, Jane. We are delighted to hear that you received great service from our team. Providing excellent support to our customers is always our priority, and we truly appreciate you taking the time to share your feedback. Thank you for choosing PayPacket
The young lady was VERY sufficient…
The young lady was VERY sufficient diligent, respectful, kind, and very friendly.
2 September 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your review, Carolee. We are pleased to hear that the team member who assisted you was diligent, respectful, kind, and friendly. Providing efficient and courteous service is very important to us, and we appreciate you taking the time to share your feedback. Thank you for choosing PayPacket, and we look forward to continuing to support you
Spoke to a lovely lady today
Spoke to a lovely lady today, Kerry proudlove. She was so helpful as I was struggling to set up my new account. Kerry talked me through the process and my new account is up and running!! I would highly recommend this service!
Thanks Kerry ☺️
25 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your wonderful 5-star review, Donna. We are delighted to hear that Kerry was able to help you get your new account set up and running smoothly. We understand that setting up a new account can sometimes be challenging, so it's great to know that Kerry's guidance made the process straightforward and stress-free. We will be sure to pass on your kind comments to Kerry. Thank you for your recommendation and for taking the time to share your experience with us. 😊
Claire has always been helpful and…
Claire has always been helpful and responded with queries I’ve had or supported with anything needed.
22 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your fantastic 5-star review, Emily. We are delighted to hear that Claire has consistently been helpful and responsive to your queries, and has been able to provide the support you need. We pride ourselves on delivering excellent customer service, so it is wonderful to know that Claire has made a positive difference to your experience. We will be sure to pass on your kind feedback to her. Thank you for taking the time to share your comments.
Always so polite and happy to help
Always so polite and happy to help
No complaints at all
20 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your wonderful 5-star review, Mrs Louis. We are delighted to hear that you consistently find our team polite and happy to help. Providing friendly and reliable support is at the heart of what we do, so your kind feedback means a great deal to us. Thank you for taking the time to share your experience and for your continued support.
All admin carried out promptly and…
All admin carried out promptly and accurately. Staff very helpful with anything out of the ordinary
18 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your 5-star review, Robert. We are pleased to hear that all administration was carried out promptly and accurately, and that you found our staff helpful when dealing with matters outside the ordinary. Providing efficient service and reliable support is very important to us, so we greatly appreciate your feedback. Thank you for taking the time to share your experience.
My issue was resolved within one day of…
My issue was resolved within one day of sending an email. It was quick and easy and the person handling the problem was efficient.
17 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your review. We are pleased to hear that your issue was resolved quickly and efficiently, and that our team was able to assist within a day of your email. Providing a prompt and straightforward service is important to us, so we appreciate your feedback. Thank you for taking the time to share your experience with us.
Kellie reliable & prompt
Kellie provides a reliable and prompt support to the facilitation of p/a payments and is always extremely professional in all communications and advancement of timesheet processing.
Thank You Kellie!
14 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your fantastic 5-star review, Phil. We are delighted to hear that Kellie has provided reliable, prompt, and professional support with your PA payments and timesheet processing. We will be sure to pass on your kind comments to Kellie, who will greatly appreciate your feedback. Thank you for taking the time to share your experience and for your continued trust in PayPacket.
Prompt response and excellent customer…
Prompt response and excellent customer service by staff
13 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your kind feedback, Mr Kofi-Sarpong. We are delighted to hear that you received a prompt response and excellent customer service from our team. Providing timely support and a positive experience for our customers is very important to us, so it is encouraging to know we met your expectations. We appreciate your review and thank you for choosing our service.
Maggie,
Maggie,
Always give great support, transparency and is always happy to advise and help. Highly recommended service.
11 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your wonderful feedback, Christopher. We are delighted to hear that Maggie has consistently provided you with excellent support, transparency, and helpful advice. We will be sure to share your kind comments with Maggie and the wider team. Thank you for your recommendation and for taking the time to leave us a 5-star review. We truly appreciate your support.
Reply from Paypacket Ltd
Thank you for taking the time to leave us a 5-star review, Cheryl. We are pleased to hear that you found our team polite and professional. Providing a high standard of service is very important to us, and we appreciate your kind feedback. Thank you for your support.
Reply from Paypacket Ltd
Thank you for your 5-star review, Ann. We are delighted to hear that you were happy with our prompt responses. Providing timely support and assistance to our customers is a priority for us, so we really appreciate your kind feedback. Thank you for taking the time to share your experience.
Wages are always paid correctly and on…
Wages are always paid correctly and on time. Paypacket have been doing my wages for over 11 years. Staff are always polite and helpful and I will continue to use them while ever I need them.
12 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your wonderful review, Marie. We are delighted to hear that you have trusted PayPacket with your payroll for over 11 years and that your wages are always paid correctly and on time. It is especially pleasing to know that you have found our staff to be polite and helpful throughout. Your loyalty and continued support mean a great deal to us. Thank you for taking the time to share your experience, and we look forward to supporting you for many more years to come.
Thanks to Claire at Paypacket for…
Thanks to Claire at Paypacket for sorting out a problem for me.
12 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your 5-star review, Maria. We are pleased to hear that Claire was able to resolve the issue for you. We understand how important it is to have any problems dealt with quickly and efficiently, and we will be sure to pass your kind feedback on to Claire. Thank you for taking the time to share your experience and for choosing PayPacket.
Nothing but issues
Nothing but issues, website is so poor! Clients get much better viewing than employee. Some pay packet workers are so slack.
10 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your review. We are sorry that your experience did not meet expectations. After reviewing the matter, we understand that the call related to two missed timesheets which required urgent action to ensure the two PAs received payment on time. Our team worked to resolve this promptly. We take all feedback seriously and would welcome the opportunity to discuss any ongoing concerns regarding the website or payroll service directly.
Customer Service as it should be!
Kim always maintains high levels of customer service and ensures everything is in order with any questions that are raised. A “safe pair of hands” at all times.
11 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your fantastic 5-star review, Nick. We are delighted to hear that Kim consistently provides the high level of customer service you expect and ensures that any questions are handled efficiently. Being described as a "safe pair of hands" is wonderful feedback, and we will be sure to pass your kind comments on to Kim. Thank you for your continued trust and support.
As usual my request for P60's was…
As usual my request for P60's was answered superfast. Thanks Keri, you're a star!
7 August 2026
Unprompted review
Reply from Paypacket Ltd
Thank you for your 5-star review, Michael. We are delighted to hear that your request for your P60 was dealt with so quickly. Providing a fast and efficient service is something we take great pride in, and we will be sure to pass your kind comments on to Keri. Thank you for taking the time to share your feedback; it is greatly appreciated.
Reply from Paypacket Ltd
Hi Zita,
Thank you for your 5-star review.
We're pleased to hear that you have been happy with our quick responses and the service you've received. Providing prompt, reliable support is a key part of what we do, so it's wonderful to know this has made a positive difference to your experience.
We appreciate you taking the time to share your feedback and look forward to continuing to support you.
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