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FAQs

Set up process

Is there a set up charge?

No, we don’t believe in hidden extras. All our pricing is transparent – it’s something we pride ourselves on.

Can you provide me with a telephone number?

We can supply you with a number to reflect any UK geographic region (0161 or 0207 for example). We can even complement this number with a Moneypenny City Centre Mailing Address. Alternatively, we can also provide you with a national number, such as 0845 and 0800.

How do I keep my Moneypenny PA up-to-date on my whereabouts?

You can update your Moneypenny PA by email or telephone, logging onto Moneypenny Online, using the Moneypenny app, or even tweeting @updatemypa. You may prefer to provide a weekly diary or send more regular updates throughout the day.

What is the Moneypenny app and how does it work?

The Moneypenny app enables you to create bespoke status updates so you can keep your Moneypenny PA up to speed on your movements, at the touch of a button. The app also gives you access to your call log, allowing you to keep in contact with callers when you’re out and about.

What format can you accept diaries and documents in?

All PAs are on PCs running Windows. They have the latest version of Microsoft Office (including Word and Excel) on their desktops. Your Moneypenny PA will not refer to your diary directly while on the phone. She will put relevant information into your on-screen diary that she refers to for every call.

General

Do you offer referral schemes?

Lots of our clients join us this way. For more information, please call us on 0333 202 1005.

Are there any long term contracts?

No - Moneypenny understands you don't want to be tied into a long-term contract. After the trial there is a three-month minimum contract and thereafter we require one month's notice to close your account from the date of your next invoice.

When and how am I invoiced?

Monthly, by direct debit. It’s one simple form for you to complete online, over the phone or by printing it out and completing it yourself. Previous invoices are available to download via ‘Moneypenny Online’, a free resource for all our clients.

Can you receive faxes on my behalf?

Yes. Each fax is treated as a message and forwarded to you via email as a PDF file (which can be opened on any PC or MAC).

What happens out of hours?

Either your calls are handled 24/7, with the out-of-hours calls being picked up by our UK PAs based in New Zealand, or between 6pm and 8.30am your calls will be answered by our voicemail system (your Moneypenny PA will have recorded a personalised greeting message for you). Subsequent messages are either checked by Moneypenny each morning, written up and sent to you as a message, or an email is sent to you with the message attached as a WAV file for you to play back on your own computer.

Diverting calls

How do I divert my calls to Moneypenny?

Using either standard features from your telephone provider or through your phone system. We’re on hand to guide you through the entire process.

Can we divert calls from different locations to my Moneypenny number?

You can divert as many locations as you like to the same number.

If you divert calls through to us, how much does the call cost?

You are charged by the minute at the standard BT rate. You pay no more than if you were to return the call yourself.

Does diverting our calls to Moneypenny mean we can’t answer any of them?

It's up to you - you control your divert facility. You can choose just to send engaged or unanswered calls to Moneypenny, or both. Or you may prefer to send all calls to Moneypenny.

How my calls are handled

How does Moneypenny know who the call is for?

You are given a ’divert’ number that is unique to your business. Any calls received on that line will 'pop' your screen and the call will be answered in your company name.

Does Moneypenny keep a log of past messages?

Yes, and we use it regularly. If you have a caller who rang three months ago we will know who they spoke to, what the call was regarding and all their contact details before we even answer the call. This same information is available to you at any time via ‘Moneypenny Online'.