FAQs

20 lesson programmes (15 hours)

Mornings: 9:00-10:30 – 10:45-12:15

or

Afternoons: 13:00-15:00 – 15:15-17:00

CANCELLATION OF BOOKING and REFUNDS – : Cancellation charge €160 applies in all cases plus the school shall retain a portion of the course fees as follows: notice of receipt of cancellation 21 days before the start of a course, 10%: 14 days before, 20%: 7 days before and up to 7 days after course commencement, 30% No refunds will be made for partial weeks of attendance or an uncompleted course following 7 days after the course begins.

Refunds will be made within a maximum of 2 months following the cancellation date and processed by Patrick Creed [email protected].

If a visa application is refused, the funds will be returned within 20 working days of the decision being received by the provider, less cancellation charge of €160.

Students should be punctual and attend class each day. A student will be recorded as absent is they are more than 5 minutes late to class or depart 5 minutes early. Students more than 15 minutes late will not be allowed to class and will have to return after the following class break. (VISA requiring students must keep an attendance rate of at least 85% for their programme and must not be more than 5 minutes late to each class)

Recording of attendance will be by the teacher in class and checked at the end of each week by the Director of Studies.

In the case of a student being absent for 2 days the school (Director of Studies) will try to make contact with the student by phone or email to seek clarification on the situation. If unsuccessful a letter/email will be sent to the student within 10 days of absence. If the school is unable to make contact with the student or receive good cause for absence then the student will be expelled from the school (by the school Director) within 4 weeks of the initial absence and reported to the local immigration office. This final decision on expulsion for any reason is made by the Director of the School. The school follows the decisions of INIS regarding visa requests and any decision on the renewal of visas or the cancellation of visas will be at the discretion of INIS and the school will respect any decisions INIS make.

All standard correspondence as part of this process will be retained and available on request to relevant internal personnel and external authorities. Absenteeism and expulsion procedures are implemented in a timely manner – the disciplinary action follows immediately after the absenteeism issue has been identified by management. (Non-EEA students will not be expelled towards the end of their programmes in relation to issues identified at an earlier point in the programme)

Students must email ([email protected]) or text (00353861678503) to the school on the first day of sickness and each day subsequently. Students must submit a certificate from a doctor on the first day of return to school. The procedure regarding absenteeism and expulsion is referenced in the requirements as activated in the case of uncertified sick leave beyond the statutory entitlement.

No unscheduled breaks are permitted except in documented cases of illness or close family bereavement. Any queries should be forwarded to Patrick Creed ([email protected]). Student holidays and breaks must comply with the Department of Justice and Equality’s requirements.

External authentication of exam results / grades received by students;

Examinations provided by the school are as follows:

Approved from June 2017 onwards;

EGPET   –  General English/PET  –  Cambridge English Language Assessment

EGTRINITYF – General English/ Trinity Integrated Skills In English Foundation – Trinity College London

EGTRINITYI  – General English/ Trinity Integrated Skills In English 1  – Trinity College London

Visa requiring students are obliged to sign an agreement at the beginning of the programme stating that Bridge Mills Galway Language Centre will enter the student for the appropriate end of programme exams and that the exams are mandatory. The student must sign the agreement stating that they understand the exam is mandatory and agree that they will sit the exam. This document is available for inspection in respect of each student.

Procedure for entering students for the required exams

• The school is a TIE and ETAPP examinations centre and can register students onsite.
• The school is a Cambridge examinations centre (PET/FCE/CAE/CPE) and can register students onsite.
• The school can register students for IELTS examinations 
• The school can also register students for Trinity examinations.
• The school can register students for TOEIC and TOEFL examinations ( but these do not fulfill Visa requirements for end of course examination programmes )

The person responsible for this is Patrick Creed [email protected]

A record of grades received will be available on request to students, INIS and relevant internal personnel and the relevant data protection permissions are agreed with students accordingly.

Please report complaints or appeals requests to us as soon as possible so we can assist you.

Complaints Procedure:

Informal Complaints 

Note:

Informal complaints should normally be made within 3 working days of the incident, matter or concern being complained about.

Steps:

1. Initial communication is made orally or in writing by the complainant (the person making the complaint) to the person who is the subject of the complaint (the person who is being complained about OR is responsible for the matter being complained about).
2. The subject of the complaint has three working days to acknowledge the complaint and attempt to mediate a satisfactory resolution. Other persons at the nearest level to the issue of concern (for example, team leaders or teachers) may be called upon to assist in this mediation if necessary.
3. If mediation is successful, the complaint is considered resolved.
4. If mediation is unsuccessful, or the complaint is unaddressed, the complainant may choose to (i) escalate to a formal complaint OR (ii) cease the complaint.

Formal Complaints

Note:

Complaints should normally be submitted within 5 working days of the incident, matter or concern being complained about. If the submission of a complaint is delayed, a rationale for this must be provided (for example, due to an informal complaints procedure being followed but unsatisfactorily resolved). If a complaint is made after a period of 4 weeks or more and no informal complaints procedure was followed in the interim, the complaint will not be accepted.

Steps:

1. A formal complaint is made in writing by the complainant to the Academic Coordinator. Complaints should be specific and where possible supported by appropriate evidence.
2. The Academic Coordinator investigates OR (where appropriate) appoints a competent staff member to investigate the complaint.
3. The Academic Coordinator advises the subject of the complaint of the details and nature of the complaint, and invites them to respond.
4. The Academic Coordinator, where appropriate assisted by a competent staff member, considers the complaint, associated evidence and response from the subject of complaint.
5. Where the complaint is not considered valid, the process concludes.
6. Where the complaint leads to recommendations or actions taken as a consequence of the complaint, the Academic Coordinator informs all relevant persons/bodies within the school.
7. The Academic Coordinator informs all parties in writing (complainant, subject of complaint and any other relevant persons) of the outcome of the investigation of the complaint, the findings, any decisions made or actions arising from those decisions.
8. The Academic Coordinator logs the details of the complaint for review by the appropriate body (Academic Committee, Operations Team, Board of Directors or any combination of these).

Appeals:

Procedure

Note:

Appeals should be initiated within 5 working days of the issue of the decision being appealed, subject to extenuating circumstances (for example, serious illness).

Steps:

1. The appellant (person making the appeal) submits the appeal to the Academic Coordinator using the appropriate appeal form (contact us at the office or email us for the form). The appeal submission should include:

• A completed application for appeal form
• Verifiable evidence which addresses the appeal criteria
  
  2. If the appellant seeks to present in person to the Appeals Board this must be indicated on the application for appeal form , alongside a rationale for presenting in person. The External Chairperson of the Appeals Board will decide if there is merit in the appellant attending in person.
  3. The Academic Coordinator assesses the application for appeal to establish if it is complete and meets the grounds for an appeal as per the BMGLC Policy for Appeals.
  4. If the Academic Coordinator deems that there are no valid grounds for appeal, the appeal is rejected and the appellant notified.
  5. If the Academic Coordinator deems that the grounds for appeal are valid and the application is complete, an Appeals Board is convened and the appellant notified.
  6. Where an Appeals Board is convened, the External Chairperson of the Appeals Board draws two persons from a panel established by the Academic Committee for this purpose. These two persons are asked to confirm they have no previous involvement with the matter being appealed, and to declare any conflicts of interest.
  7. The appellant is notified a minimum of three working days in advance of the meeting of the Appeals Board, and is provided with a copy of all material provided to the Appeals Board by the External Chairperson. This communication also responds to any requests by the appellant to present in person to the Appeals Board.
  8. The Appeals Board meets to review evidence, agree findings and determine fair resolution. The Appeals Board may, at its discretion, invite persons who may have evidence or information relevant to the matter being appealed to attend. The appellant is advised of any person the Appeals Board meets by the External Chairperson.
  9. If the Appeals Board upholds the appeal, consideration is given to the implications of this. The Appeals Board may adjourn to consult with the Board of Directors or take legal advice as required. Following a final decision (and any associated recommendations), the External Chairperson will communicate the decision and the rationale for its decision.
  10. If an appeal pertains to assessment or academic matters, the External Chairperson will communicate the decision to the Academic Committee (without providing personal information), the Academic Coordinator and the appellant.
  11. If an appeal pertains to non-academic matters, the External Chairperson will communicate the decision to the Academic Coordinator, the Managing Director and the appellant.
  12. Following notification of the decision, the process concludes. No further appeals process is available.

Procedures for Re-check, Review and Appeal or Complaint of Assessment:

Re-check: This refers to “the administrative operation of checking (again) the recording and combination of component scores for a module and/or stage” (QQI Assessment and Standards, Revised 2013, 4.10.3).

Review: This refers to “the re-consideration of the assessment decision, either by the original assessor or by other competent persons” (QQI Assessment and Standards, Revised 2013, 4.10.3).

Appeal: This refers to “a request to a higher authority for the alteration of the decision or judgement of a lower one” (QQI Assessment and Standards, Revised 2013, 4.10).

Complaint: This refers, in the context of assessment, to “an expression of concern that a particular assessment procedure is unfair or inconsistent or not fit-for-purpose” (QQI Assessment and Standards, Revised 2013, 4.10).

Recheck Procedure As required by Assessment and Standards, Revised 2013, assessment re-checks are managed directly by the responsible academic unit (the Programme team, supported by the Quality Officer).

Grounds for a Re-check :

The learner believes an error has been made in calculating their result

Steps: 1. The learner requests a re-check by emailing the school’s Academic Coordinator ([email protected]). The learner should include any relevant information pertaining to the requested re-check in the email.

2. Requests for re-checks should be submitted by learners within 10 days of being notified of results. BMGLC is not obliged to undertake re-checks requested more than 10 days after results notification.

3. The learner pays the re-check fee of €15 in the school office and is issued with a receipt. In the event of a successful re-check, this fee will be fully refunded.

4. The Quality Assurance Officer is notified of the request, and either undertakes the re-check or arranges for a suitably qualified person to do so. N.B. Re-checks are administrative checks of marks given and totalled, and do not require the exercise of academic judgement. However, persons undertaking a re-check must be able to use the marking scheme/rubric which informs them of how marks have been allocated.

5. The Quality Assurance Officer informs the learner in writing of the outcome of the re-check.

6. BMGLC endeavours to undertake and complete re-checks within 14 days of a request for recheck being received.

7. If a re-check results in a mark being raised or lowered, the Quality Assurance Officer will notify the Programme Leader and Academic Coordinator for the purpose of results amendment.

Review Procedure As required by Assessment and Standards, Revised 2013, assessment reviews are overseen by BMGLC’s Academic Committee. The Academic Committee delegates functional responsibility for handling reviews to the Quality Officer. The Quality Officer reports on all matters associated with reviews to the Academic Committee.

Grounds for a Review QQI’s Assessment and Standards, Revised 2013 states that “Learners are required to state the grounds for the requested review. The grounds for review will normally be that the learner suspects that the assessment was erroneous in some respect”.

The learner identifies that the academic procedures of BMGLC were not correctly implemented or followed, or that the assessment was erroneous in some respect.

The learner identifies that compassionate circumstances exist which have not been considered by BMGLC or may not have been known by BMGLC. Evidence of these compassionate circumstances, clearly dated on or prior to the date of the assessment under consideration should be provided (for example, a medical certificate). Where evidence cannot be provided, BMGLC may consider the review, but is under no obligation to do so.

Steps:

1. The learner requests a review by emailing the school’s Academic Coordinator ([email protected]). The learner should include any relevant information pertaining to the requested review in that email, and attach any appropriate evidence (for example, a medical certificate).

2. Requests for reviews should be submitted by learners within 10 days of being notified of results. BMGLC is not obliged to undertake reviews requested more than 10 days after results notification.

3. The learner pays the review fee of €30 in the school office and is issued with a receipt. In the event of a successful review, this fee will be fully refunded.

4. The Quality Assurance Officer is notified of the request, and decides whether a review will be granted based on the grounds for review. The Quality Assurance Officer may consult with the Programme Leader and/or the Academic Coordinator, and may exercise judgement in relation to compassionate circumstances for which evidence cannot be provided.

5. If the review is granted, the Quality Assurance Officer allocates a qualified assessor who did not undertake the initial assessment to undertake the review.

6. BMGLC endeavours to undertake and complete reviews within 21 days of a request for review being received and granted.

7. The decision of the new assessor will supersede the decision of the original assessor.

8. If the learner is unhappy with the outcome of the review, and grounds for appeal exist, they may appeal the decision using the appeals process.

9. If a review results in a mark being raised or lowered, , the Quality Assurance Officer will notify the Programme Leader and Academic Coordinator for the purpose of results amendment.

10. The Quality Assurance Officer informs the learner in writing of the outcome of the re-check.

11. The Quality Assurance Officer reports the outcome of all reviews to the Academic Committee.

Appeal Procedure

Grounds for an Appeal BMGLC recognizes the right of learners to appeal assessment decisions made by the school where grounds exist. As required by QQI’s Assessment and Standards, Revised 2013, BMGLC has transparent procedures in place for appeals.

Grounds for an appeal are as follows:

1. Evidence that BMGLC did not follow an established procedure in the making of a decision.

2. Circumstances or information of which the original decision-making body was not aware when its decision was taken, and a valid, substantiated reason why that information was not made available by the appellant (the person making the appeal).

3. Evidence of substantive bias by one or more of the decision-makers in arriving at a decision.

The following exclusions do not constitute grounds for an appeal:

1. Disagreement with a decision.

2. Disappointment with the result of an assessment or an opinion that a higher mark should have been obtained.

3. Complaints about persons or procedures, which must be addressed in the first instance under the school’s complaints policy and procedure.

4. Reopening of a matter that has already been decided on in a previous appeals process.

Learners wishing to make an assessment appeal are referred to the BMGLC’s Policy and Procedure for Appeals.

Complaints Procedure As required by QQI’s Assessment and Standards, Revised 2013, BMGLC has processes in place for dealing promptly with complaints made by learners concerning assessment. As per QQI’s guidelines, this process is integrated with BMGLC’s broader complaints policy and procedures.

Learners wishing to make an assessment complaint are referred to the BMGLC’s Policy and Procedure for Complaints.

Eaquals – Complaints Procedures (Staff and Students):

As members of Eaquals you can avail of the Eaquals complaint procedures if you cannot resolve your complaint through the school channels

Eaquals also has an Ombudsman whose role is to be the final and independent arbitrator in the event of a complaint against an Eaquals member that has not been resolved during the Eaquals complaint procedure. Please contact us or Eaquals for more on this.

Eaquals Ombudsman

Appeal of Examination Results (from external bodies)

Grounds for Appeal – An appeal of an external examination result, or academic submission, to an external body shall be considered where it meets the grounds for appeal

These vary depending on the examination /assessment body

• ACELS
• Cambridge Examinations
• TIE Examinations

Please email [email protected]

Appeals carry a cost and students will be informed of this at the time.

Appeals Procedures (external examinations bodies)

• A student who wishes to appeal an external examination result must do so in writing, setting out the grounds for the appeal (as per specific examination appeals process) in full to the Academic Manager.
• Appeal application deadlines are strictly applied as per the Examination board.
• There shall be a fee for an examination appeal
• The school will accommodate the administration of the appeals process once payment is complete

The maximum duration from receipt of a complaint to initial response is 5 working days.

Academic Committee Meetings:

The school has an Academic Committee who meet and guide the school in its decision making. The meetings are chaired by an external chair.

If required the school has arrangements in place for the protection of students in the event that a programme ceases prematurely i.e. arrangements for a student to complete the programme with another provider(s). Student protection arrangements cover the period from when a student enrols on a programme until the time the student has successfully completed the programme and the end-of-programme exams. It can be purchased when students enrol on a programme.