Complaints Policy.

Master Class Education is committed to providing a high-level of service to our customers. We hope that we always meet client and candidate satisfaction and achieve the the standards of service that we promise, however if MCE have not delivered on this, please use our policy to inform us. MCE are committed to improving and all complaints will be investigated and handled with the view to develop.

This policy is intended to ensure MCE deal with complaints fairly and efficiently, we aim to make any complainants feel secure that any concerns are listen to and adequately acted upon. This policy should be properly executed to ensure effective outcomes.

Complaints Procedure

If you have a complaint, please contact our complaints department by phone 0203 735 2322 or email, MCE will request all relevant information needed to investigate the matter, in the aim of a quick resolution and to regain confidence in MCE, we hope to resolve your complaint informally.

At this stage, if you are not satisfied, please contact a director. You can write to them at:

109 – 113 Cranbrook Road,
0203 735 2329

Next steps

1. We will send you a letter acknowledging your complaint and asking you to confirm or explain the details set out. We will also let you know the name of the person who will be dealing with your complaint. You can expect to receive our response within 5-10 days of us receiving your complaint.

2. We will record your complaint in our central register within a day of having received it.

3. We will then start the investigate into your complaint. This will normally involve the following steps.

• If necessary, MCE will interview anyone involved in the matter (they have the right to be accompanied) and ask the member of staff who dealt with you to respond to your complaint, offering them the opportunity to provide their version, this will need to be a detailed statement.

• MCE will review any evidence relating to the complaint, including phone and email records.

• MCE will examine all the evidence. If necessary, we may ask you for more information.

4. The complaints department will then invite you to speak with them to discuss and hopefully resolve your complaint based on the information provided. They will do this within 5 days of the end of our investigation.

5. Within 2 days of discussing the investigation with the complainant, MCE will write to them to confirm what took place and any solutions that has been agreed.

• If you do not want a meeting or it is not possible, MCE will send a detailed reply to your complaint. This will include suggestions for resolving the matter. This will be done within 5 days of completing the investigation.6. At this stage, if you are still not satisfied you can write to us again within 10 working days. Another Director of the company who had no prior involvement will review decision within 10 days.

7. We will let you know of the outcome of this review within 5 days of the end of the review. We will write to you confirming our final position on your complaint and explaining our reasons. If you are still not satisfied, you can contact the Employment Agencies Standards Inspectorate at the Department for Business Innovation and Skills or the REC, the industry trade association, of which we are a member by writing to the Consultancy and Compliance Team, REC, Dorset House, 1st Floor, 27 – 45 Stamford Street, London, SE1 9NT.

If we must change any of the time scales above, we will let you know and explain why.

How Equal treatment complaints are dealt with

If an agency worker has reason to believe that they have completed their 12-week qualifying period but has not received equal treatment rights, they have the right to appeal and request an inquiry. Any request must be in writing and any inquiries will be investigated and the worker will receive a response within 28 days. Refer to our

complaints policy to make a formal complaint.

During the investigation Master Class Education will request certain information from their client to determine whether the appeal is justified, this can include but is not limited to; rate of pay, annual leave entitlement and working conditions and will also inform the candidate of the steps taken to obtain this information. If Master Class Education fails to comply with any request the agency worker can request a written statement from the client as to the information about the relevant basic working and employment conditions that apply to the client’s own workers.

What steps can an agency worker take before issuing a claim in the Employment Tribunal?

Requests for information to the agency/client Day One rights are the sole responsibility of the client so the agency worker should address requests for information to the client. Master Class Education will try to resolve any other queries about equal treatment on an informal basis.

However, if an agency worker believes that they have not received their equal treatment rights, the Regulations allow the agency worker to request a written statement from an agency requesting information about the treatment that the agency worker has received (though they can only do this once they have completed the 12-week qualifying period).

To trigger this formal procedure, the agency worker must make the request in writing. Once the agency receives this request it will have 28 days to respond, the response must include the following information:

• relevant information relating to the basic working and employment conditions of the client’s workers.

• the factors the agency considered when determining the basic working and employment conditions which applied to the agency worker at the time they allegedly did not receive the equal treatment they claim they were entitled to receive;

• relevant information which explains the basis on which the client’s comparable employee was identified and the relevant terms and conditions applicable to that employee.

If Master Class does not comply with this request, workers can instead request a written statement from the client about the relevant basic working and employment conditions that apply to the client’s own workers, this should be requested only after 30 days from the date of the original request to the agency. If an agency worker believes that the right to access the client’s collective facilities and amenities, or to receive information about relevant client vacancies has been breached, the agency worker can request information directly from the clientabout the access facilities and vacancies which is offered to the client’s own workers. The agency worker can go directly to the client in respect of these rights without contacting the agency in the first instance.

If a worker feels that the information provided or dealt with sufficiently, they can make a formal complaint to the REC or Employment Tribunal.

NOTE: In any event, we will comply with any statutory procedures that may relate to your complaint.

Anonymous complaints

We will not normally investigate anonymous complaints. However, the directors, will determine whether the complaint warrants an investigation.

Withdrawal of a Complaint

If a complainant wants to withdraw their complaint, we will ask them to confirm this in writing.