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PayPacket Limited,
2nd Floor,
The Hub,
40 Friar Lane,
Nottingham.
NG1 6DQ.
Company Registered in England & Wales.
Reg. No. 5592310
This recognition places the company alongside some of the UK’s most recognised brands and highlights the difference PayPacket continues to make for people managing care and support through Direct Payments and Personal Health Budgets.
For more than 20 years, PayPacket has specialised in supporting people who employ their own carers and personal assistants. While many clients never expected to become employers, they quickly find themselves navigating payroll, pensions, employment law and HMRC requirements alongside the challenges of managing care arrangements. PayPacket exists to make that journey simpler, providing specialist payroll support that helps people retain choice, control and independence.
The UK Customer Experience Awards celebrate organisations that put customers at the heart of everything they do. This year’s awards feature some of the UK’s largest and most established organisations, including household names from the banking, travel, energy, telecommunications and retail sectors.
Being named a finalist demonstrates that exceptional customer experience is not determined by the size of an organisation or its marketing budget. It is about creating meaningful outcomes for customers and continually improving the service they receive.
For PayPacket, this recognition is particularly significant because it reflects the care, expertise and commitment shown by the team every day when supporting clients, family members, personal assistants and local authorities across the UK.
Many of the people who contact PayPacket are facing circumstances they never anticipated. They may be arranging care following illness or disability, supporting a family member, or taking on the responsibilities of being an employer for the first time.
As a result, customer experience at PayPacket is about much more than answering queries quickly. It is about making complex processes understandable, providing reassurance during difficult situations and helping people feel confident in managing their responsibilities.
Recent improvements have included:
These improvements are designed around one principle: making payroll as straightforward and stress-free as possible for the people who rely on it.
Cas Thompson, Founder and Director of PayPacket, said:
“We are absolutely delighted to be named a finalist in the UK Customer Experience Awards.
What makes this recognition particularly special is the calibre of organisations taking part. To be recognised on the same national stage as some of the UK’s most established brands is an incredible achievement for our team.
However, what matters most is what the award represents. Every day we support people who are navigating complex care arrangements and employment responsibilities, often during challenging periods in their lives. Our job is to make things simpler, reduce stress and help people stay in control.
This recognition is a reflection of the dedication of our entire team and the trust our clients place in us every day.”
PayPacket will now progress to the final stage of judging, where finalists will present their entry to an independent judging panel before the awards ceremony later this year. The finalist handbook confirms that presentations will take place on 16 September 2026, with the awards ceremony being held at Wembley Stadium on 14 October 2026.
Regardless of the outcome, being named a finalist is a significant achievement and further recognition of PayPacket’s commitment to delivering outstanding support for people who employ carers and personal assistants.
As the company continues to grow and innovate, its focus remains unchanged: helping people manage payroll with confidence while supporting independent living across the UK.