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The PGPA Guardian Redress Scheme:

  • Available only to guardians with a provider who is a member of the PGPA

  • A panel comprising 50% assessors who are independent of the PGPA

  • The Chairman will be one of the independent assessors



Criteria for receiving and handling complaints:


1.Guardian and the provider will need to demonstrate that they have completed the provider’s complaints procedure in full, keeping copies of all correspondence regarding the issue. The PGPA Redress Scheme can only be accessed when all complaint processes/procedures, specific to the provider, have been fully exhausted. 


2. To convene the four-person Redress Scheme panel (its composition is detailed below) is an expense to the PGPA which members contribute to as part of their annual subscription. 

3. The Guardian and the member organisation must both sign an agreement to accept the decision of the Panel as binding.


  • Each complaint that meets the above criteria for the redress scheme will be allocated a case number.


  • The guardian will receive notification promptly that their complaint has met the Redress Scheme criteria, further details required if any, and an estimate of when the complaint will be decided by the Panel; this is expected to be within 14 working days from when the complaint was allocated a case number.


  • The Panel will email or notify in writing to the guardian and the member their decision: if found in the guardian’s favour, a sum will be recorded as the funds owed to the guardian. The member will be expected to pay that sum within 7 working days.



The PGPA Redress Panel will comprise

  • two member’s representatives selected by the PGPA chairman or secretariat; the member concerned in the complaint will not be invited to form the panel

  • two independent Panelists, who are not from the PGPA membership

  • one of the independent Panelists will be the chairman, and have a casting vote in the event of a tied vote on resolving a case


Each member of the panel will be included in the email distribution list for that case.


The guardian would have to submit evidence that they have been unfairly treated and the provider would be given the opportunity of putting forward their side.


The Panel would have a vote and the majority verdict would stand.

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