STUDENT SUPPORT · FAIR PROCESS

Student Complaints

We encourage students to raise concerns as early as possible so we can work together to resolve them. Our process is clear, supportive and designed to give every concern a fair hearing.

HOW THE PROCESS WORKS

A clear path to resolution

Start with an informal conversation whenever possible. If the concern remains unresolved, each next step gives you a clear route forward.

STEP 1

Talk to Us First

Raise your concern informally whenever possible:

Academic concerns: speak to your teacher.
Non-academic concerns (facilities, finance or administration): speak to reception.

Most concerns are resolved quickly at this stage.

STEP 2

Speak to Academic Management

If your concern isn’t resolved, contact the Director of Studies (DOS) or Assistant Director of Studies (ADOS). They’ll review your concern and work with you and the relevant staff member to find a solution.

STEP 3

Submit a Formal Complaint

If your concern remains unresolved, submit a Formal Student Complaint. Please include:

A clear description of what happened.
Relevant dates and people involved.
Any supporting evidence, if available.
The outcome or solution you’re seeking.

You’ll receive an acknowledgement within 2 working days, along with next steps and an expected timeline.

STEP 4

Internal Appeal

Not satisfied with the outcome? Appeal in writing to the School Director within 7 calendar days of receiving the decision. Your appeal is reviewed by someone not involved in the original decision, with a final written decision normally issued within 2 working days of the appeal hearing.

STEP 5

External Review: Progressive College Network (PCN)

If your complaint remains unresolved after completing Academic Bridge’s internal complaints and appeals process, you can escalate it to the Progressive College Network (PCN), which is independent of Academic Bridge.

2

working days for acknowledgement

What happens after submission?

We acknowledge your formal complaint, explain the next steps and give you an expected timeline. You will have a clear point of contact throughout the process.

INDEPENDENT EXTERNAL REVIEW

How a PCN review works

Complete the PCN Complaint Form and send it to PCN. PCN will acknowledge your complaint and refer it to a designated PCN Ombudsman, who may request additional information and, where appropriate, ask Academic Bridge to respond.

The Ombudsman reviews everything against the PCN Quality Assurance Charter, QQI TrustEd Ireland guidelines, and the EAQUALS Code of Practice, then issues a report with conclusions and any required actions. The Ombudsman’s decision is final.

PCN Complaints Procedure

Read the full external complaints procedure, required information and review process.