Customer Service Policy.

Master Class Education is committed to provide their customers with excellent service. Our mission is to exceed the expectations of our customers and have every member of our team always provide outstanding customer service.

The following standards have been developed to ensure that we consistently deliver the high level of customer service that our customers expect and deserve:


All employees will be trained in customer service standards; they will exhibit customer friendly service skills, be knowledgeable, professional, and polite.


All employees will be courteous to customers, they will practice empathy whilst dealing with them and show real interest in meeting their needs.


MCE will be responsive to customer inquiries, requests, and complaints. We endeavour to handle any requests promptly and adequately, and will practice good communication throughout any transaction, all calls should be returned, and emails responded to, within a timely manner and within the agreed timescale. Where we are unable to meet the needs of a customer, we will inform them as early as possible and agree a new deadline.


MCE will be consistent in their approach to customer service, we are committed to providing the same level of service to a brand-new client, to those we have worked with for several years. As part of our commitment to upholding professional standards, we will review our policies annually to ensure that they continue to meet business needs and the Recruitment and Employment Confederation’s Code of Professional Practice; and that they are consistently applied to all our customers.


Customers have the right to be given all necessary and relevant information, the information should be clear and concise and delivered in a format that is accessible to the customer, the customer has the right to ask questions throughout any transaction and MCE will aim to answer these within a timely manner. Any verbal agreements should be followed up in writing and terms should be agreed before any decisions are taken forward.


All customers have the right to be respected, employees are obliged to create an environment where customers feel safe and free from unacceptable behaviours, employees have a duty to ensure that customers do not experience any critical, rude, or hostile treatment.


MCE will seek feedback from customers, this is to ensure we are understanding our customers needs. We want our relationships to be built on mutual trust and will acknowledge any suggestions, advice, and recommendations, we want our clients to be comfortable to provide feedback and confident that MCE will be proactive in offering assistance.


It is a legal and moral duty to uphold confidentiality when dealing with customers, MCE often receive sensitive and personal data and this data should be handled with care, using our confidentiality policy.

CPD and up to date knowledge

MCE have a duty to customers to continually develop, ensuring staff have relevant skills and up-to-date knowledge, to guarantee they are providing customers with the best possible advice. We have an obligation tothe customer to give truthful and accurate information, employees of MCE will be trained on current trends, changes in the market and legislation, but MCE employees have a responsibility to understand any changes that may affect customers, be able to adequately relay information and answer customers queries. Giving false or untruthful information is unlawful and unethical and we strongly advise that employees use our resources to keep skilled, if an MCE employee does not know the correct information, they should refer the customer to another member of staff who does.


Master Class Education seeks fair, just and prompt solutions, to any complaints and appeals. All such issues should be directed to the Managing Director in the first instance, where they will be acknowledged and directed to the attention of the appropriate person. A complaints policy is in place for any disputes that can be found here:

Reduce Bureaucracy

Wherever possible, without compromising our legal requirements and professional standards we strive to reduce the burden of unnecessary paperwork.

As a member of the Recruitment and Employment Confederation (REC), MCE are obliged to adhere to their Code of Professional Practice. MCE are audited regularly by the REC, who ensure we are conducting our business to the highest standards.

If you would like to make any comments, suggestions, raise a query or make a complaint about the service you have received, please contact us, our contact details are set out below. We will respond to your query within 3 – 5 working days.

This policy will be kept up to date, to reflect changes in the nature and size of the business. To ensure this, the policy and its effectiveness will be reviewed annually.

How to Contact Us:

Master Class Education
Ferguson House,
109 – 113 Cranbrook Road

Tel: 0203 735 2322