"No Technical support whatsoever"

We have had no support whatsoever from you since we had a query on the payroll some months ago and then when another one arose last month, when we sent several emails chasing up your response after our initial one on 22 January. An employee, Matt Hall, has tried to chase it up with your support team and said on Wednesday he had escalated this to urgent, but I have still heard nothing. I have a serious problem now in that we have only one month before the year end and issues must be resolved before then. We are hoping we will be able to move to a new provider by then because we simply cannot operate a system that has no technical support, which your payroll system does not have at the moment.

"Good advice"

Timely, straight forward HR support and impartial advice helping to manage, resolve and conclude an HR issue.

"Very professional"

Very professional, well-informed and helpful.

"Excellent advice and support as always."

Excellent advice and support as always.

"Dont use these guys for payroll."

Dont use these guys for payroll.

Had problems from the start with being promised the world and they have delivered on practically none of it.

Sold a fully managed service, dont know what part is fully managed because ive had to call them weekly to sort out problems.

Nextgen software just isnt working correctly. it didnt submit to HMRC or pensions provider and i had to do it manually. phoned them about this and they claimed they did it which they clearly didnt.

week 2 of using them the software was locked at the previous week, had to call them to get it unlocked and told this will correct on the next week. sent in the hours to which they didnt send me the reports and said they didnt get the submission despite their own software telling me that i did. then again no submission to HMRC or pensions provider and i again had to do manually.

week 3 and we are locked at the previous week again with yet more problems on top.

phoned them, emailed them and nothing gets done despite them saying they have fixed the problem. Now they just ignore my calls and emails.

when you say you wanna leave because the service is not good enough, they quickly remind you that you cant leave because you are tied into contract and you have to pay 12 months worth of service to leave.

DONT RISK IT

"i have been using Moorepay for almost 5…"

i have been using Moorepay for almost 5 years and you never dissappoint. Samantha's response was timely and very supportive.

"By far the worst payroll provider I’ve…"

By far the worst payroll provider I’ve used in 14 years of running businesses.
Useless system, terrible customer service. Expect to wait over two weeks to receive any answers to simple queries.
Do not enter into a contract with this company they are an absolute disgrace of a business.

Thanks for your response. It's interesting that you have responded on here far quicker than your support team do. I've just had to wait 2 weeks to get a response to a simple but important HMRC discrepancy query and even then they didn't answer the question properly and I only got a response after chasing pretty much every day and then having to cc every person at MoorePay I have an email address for. Thanks to Dean Gough I finally got a response. Unfortunately, this poor slow service is common with MoorePay.
If you take feedback seriously then you should just let me out of my contract without charging me 12 months in lieu. I've been having issues for 18 months and I'm at the point where spending thousands of pounds to exit the contract is more appealing than continuing with your service. That said out of principle, I am taking the matter legal as you are in breach of contract for the consistent problems and poor service.

"Not fit for purpose"

Unfortunately we have had a terrible experience with MoorePay. Since their "Next Gen" software went live (and we were tied into a further 3 year agreement) it is very clear that the software was not ready to go live and the customer service team were not equipped to deal with the enquiries.
There have been multiple bugs which take a long time to get looked into (user error blamed when later it was discovered to be a bug in the system, despite us repeatedly reporting the bug), and some functions have never worked properly. eg. when processing a leaver, the accrued leave is not automatically included in the payroll, or even calculated - we are required to manually calculate it and add it in manually. This is quite a basic function that should work by now.
We are now trying to leave and our notification of the service breaches that we've encountered has now been with them for over 3 weeks with no response (other than "i'll chase this up for you)

We have tried to make a complaint but have been told that there is nowhere to direct our complaint to other than our service manager who has not been able to deal with our previous complaints.

Completely inadequate service all round.

"Sam was so polite and professional"

Sam was so polite and professional, she was really a great in providing the advice

"Terrible payroll provider"

We switched payroll provider in September to Moorepay and still having issues with implementation. The worst systems implementation I have done.

The service is terrible. They do not deliver the services they told us they would do.

Nothing syncs properly from Natural HR to Moorepay (payroll). So payroll is not done properly. And you need to use two different website to add in data, which does not make sense.

We are experiencing so many issues and their response is always delayed and still not sorted. You can keep emaling them that they wont reply or they will take days to reply when payroll is quite important for a company.

Regretting so much leaving ADP for this company. They are a joke!

Worse company