We believe that our service and staff are among the best in our industry and we aim to provide excellent client service at all times. We believe in treating our customers with the respect they deserve and we will endeavour to be fair at all times. We offer all our clients our quality charter as follows:


Our service promise

To ensure all clients of the Cloud9 Umbrella receive the same high levels of customer service:

  • Emails sent during business hours (09.00 – 17.30) are answered within 4 hours.
  • Phone calls will never be directed to a call centre.
  • Customer accounts are activated and ready to use within 24 hours.
  • Personal account managers appointed upon activation.
  • All voicemail messages received during office hours will be returned the same day.
  • Cloud9 is committed to working in partnership with our customers and will actively canvas their opinions and be receptive to new ideas and recommendations.


Our operating promise

To ensure all clients of the Cloud9 Umbrella receive the same high levels of operating procedures:

  • Invoices will be sent to the agency (or end client) the same day, if the timesheet is submitted to us before 12pm Monday to Friday.
  • We will make all follow on payments within 24 hours of recognised funds clearing our account.
  • Payments are made by Faster Payments (where applicable) or by BACS, which take approximately 2-3 working days to clear.
  • If a CHAPS transfer is requested, the funds will be available the same day that payment is made (a £25.00 administration charge applies).
  • We will waive the administration charge if we fail to make payment on the same working day, whether due to our error or software system breakdown. We ask that contractors raise any payment failures with their account manager as soon as reasonably possible.
  • The members area is secured via SSL (Secure Socket Layer) technology, to guarantee your security and privacy.


This quality charter has been implemented to give you the confidence and reassurance that we strive to provide the very best service at all times. Nothing is more important to us than our commitment to you. We will be open, honest and fair at all times.