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Paypacket Ltd Reviews 2,038

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TrustScore 5 out of 5

4.8

Payroll Service
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Review summary

Created with AI, based on recent reviews

Considering 324 reviews, reviewers overwhelmingly had a great experience with this company. Customers frequently praise the staff for their helpfulness and professionalism, noting their efficiency and supportive attitude. Many people highlight the excellent customer service and quick response times, appreciating how queries are handled promptly and effectively. However, some customers have experienced issues with payments, including delays, incorrect amounts, and problems with direct debits. A few other people also felt that communication could be poor, with some reporting difficulties in getting responses to emails and a lack of clarity regarding statements.

What people talk about most

Staff

Consumers generally express high satisfaction with the staff, describing them as helpful, professional, and... See more

Service

People report positive experiences with the service. Customers consistently praise the helpfulness and... See more

Customer service

Reviewers mention positive feedback about customer service. Customers consistently praise the helpfulness and... See more

Response time

Clients share positive opinions on response times. Many customers praise the prompt and quick responses to... See more

Payment

Reviewers highlight ambiguous aspects of payment. Many customers report smooth, on-time payments, with some... See more

Reviews shaping this summary

Rated 5 out of 5 stars

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

Rated 5 out of 5 stars

Been using paypacket for 6 months now with no issues. Easy to set up. My representative Abigail has been fantastic. Any queries I've had she contacts me straight away with help. Would highly recomm... See more

Rated 5 out of 5 stars

Credit where credit's due... i have 2 different funders that i use for my son's support package. I usually inform paypacket of what funds are to be taken from which account. For some reason, i forgot... See more

Rated 5 out of 5 stars

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

  1. Payroll Service
  2. Financial Consultant
  3. Payment Service

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

4.8

Excellent

TrustScore 5 out of 5

2K reviews

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Replied to 100% of negative reviews

Typically replies within 24 hours

How this company uses Trustpilot

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Companies on Trustpilot aren't allowed to offer incentives or pay to hide reviews. Reviews are the opinions of individual users and not of Trustpilot. Read more
Rated 1 out of 5 stars

Terrible terrible place..never pay on…

Terrible terrible place..never pay on time. Always speak down to customers , with a nasty attitude.

January 21, 2026
Unprompted review
Paypacket Ltd logo

Reply from Paypacket Ltd

I’m very sorry to hear this has been your experience. It’s not usual and we take issues such as these very seriously. I am unable to investigate as your review only shows me your initials, please email me with your name and your employers name so we can urgently resolve the problems you have encountered. My email address is cas@paypacket.co.uk

Rated 5 out of 5 stars

The Paypacket portal is simple and easy…

The Paypacket portal is simple and easy to use. Each month I can clearly see my wages, how much goes on tax and NI, how much goes into my pension plus unlike other companies I've used in the past I can see how many holiday hours I have available. This is a great feature rather than spending days chasing someone down to tell me.
Also really easy to contact the team via email or phone with any queries.

January 20, 2026
Unprompted review
Rated 5 out of 5 stars

I spoke to Keri Woods today and she…

I spoke to Keri Woods today and she was extremely helpful today and provided excellent support. She was polite, understanding, and very efficient, ensuring everything was handled promptly as discussed. I really appreciate her assistance and positive attitude.

January 20, 2026
Unprompted review
Rated 5 out of 5 stars

Efficient service

Prompt response, easy to contact and efficient team member.
Overall having utilized the services of Paypacket Ltd for 2 years, they provide a flawless experience compounded by excellent communication and regular reminders/payroll notifications.

January 16, 2026
Unprompted review
Rated 4 out of 5 stars

The team are great!

Kellie is always super helpful and responds in a timely manner! I’m happy with the service I receive!
I do, however, think their service can be improved to help make things less longwinded for their customers.

January 9, 2026
Unprompted review
Rated 5 out of 5 stars

Fabulous service

Fabulous service, very efficient & responsive, kellie is a pleasure to deal with, would highly recommend, thank you so much!

January 7, 2026
Unprompted review
Rated 5 out of 5 stars

We have been using Paypacket for the…

We have been using Paypacket for the past 6 months
We had a couple of problems setting up direct payments at the start but found we navigated resolving all issues in a professional and respectful manner
Paypacket personnel being very responsive to sorting out problems so staff weren’t late receiving their salaries

January 6, 2026
Unprompted review

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