Nanny payroll company gone to ground - won't return calls or provide info

[Ktay]

When I started employing a nanny 2 years ago I thought I'd support a local mum who had just set up her own nanny payroll company. She more often than not has been late with payslips - we are talking more than a month in some cases! She always goes straight to voicemail and routinely ignores my emails when I try to follow up.

When I finally managed to speak to her a few months ago she gave me some good reasons for the late payslips and assured me the situation would improve. But it hasn't and I have therefore decided to move to a more reliable provider who is more than a one-man-band. The move coincides with a change to our nanny's hours and her imminent maternity leave and I didn't trust our previous provider to give me the right info.

The new company need certain information before they can get us set up properly but the first company has failed to respond to my messages and emails. Does anyone know what my next steps should be?!

Thanks in anticipation. I'm out a bit this morning but will check back in at lunchtime.

Write a letter to the company stating the information required and giving a timescale for providing that.

Dig out all information you and your nanny have, since April 2014.
With the information from the P60 2013/14 tax year, plus all payslips, you should have enough information for the new payroll provider, as long as those payslips show Pay To Date, Tax to Date, NI to Date figures (many do).

Thanks Cindy, very helpful - the payslips do at least show the running totals.

What info was the new payroll company wanting, anything that is not on the payslips? Hope what you do have is enough to get the payroll done for rest of the financial year.

They want an accounts office reference number, a P11 and a P32.

Apparently she is still stuck on an old tax code that should have been uprated last year!

Hi Ktay

Sorry to hear you've had problems with your laat Nanny payroll provider.

Just a few ideas:

Did your payroll lady give you any other reports with your Nanny's payslip?
If so, they would be useful to send on to your new provider.
(She might have produced P32s for you each month detailing the amount of tax and national insurance you needed to pay over to HMRC.)
If you have copies of her payslips send all of those to your new provider too as they would be useful if there's no P11 (record of all her payments, tax and NICs since last April).

If you phone HMRC's Employer helpline on 0300 200 3200 they should be able to confirm your PAYE and Account Office references and which Account Office looks after your account.

I suggest your Nanny contacts the Employee helpline on 0300 200 3300 regarding her tax code and request her current code is re-issued via a "P6" notification asap. Your new provider will then be able to access it and sort her tax out.

Hope that helps!

A belated thank you ClaireZest, I've been on holiday trying not to think about it! That is all very helpful. I'll call HMRC to get my PAYE ref. I've sent on all the payslips to the new provider as well as the summaries she'd done of the tax I'd paid. Still waiting for the January payslip