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16" March 2005
The Real Network
Mr Alan Bates Data Protection Act
" Services
Royal Mail Group PLC
PO Box 341
ALDERSHOT
GU11 WW
Tel:
Dear Mr Bates,
I am writing further to your Subject Access Request made under the terms of
the Data Protection Act 1998.
Please find enclosed documents that you requested. Please note that some
documents have been edited in accordance with the Act to remove references
to third parties.
Please note that you may find that some items have been duplicated.
Yours sincerely
Roger Mence
Data Protection Act Services
Royal Malis a trading name of Royal Maii Group pic. Registered number 4138203.
Registered in England and Weles. Registered office: 148 Ole Street, LONDON, EC1V SHO.
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pra vupy vee
Date: 20/11/2003 07:45
From:
Subject: letter from Craig Y Don
Please see below a recent letter form Mr Bates dated 13th November 2003.
Dear Mr Wakley
Replying to your letter 31st October I wish to state the following. That at no time did Post
Office Ltd ever ask me if I would continue providing a service as an interim measure.
1 would not deny that you did make a sort of request to use our premises and our facilities to
have someone else come in to provide a service at a time when you had taken away our
livelihood, investment and life savings. But as you dont seem to live in the real world which I
can tell you this was just received as an insult.
It seems your organisation will do anything and everything to keep the failure of Horizon
hidden, regardless of who they have trample down on the way such as us or our community.
I can assure you of my continued and now increased resolve to bring the real facts of what is
going on to those who will have no choice but to act, regardless of whether it takes years.
Yours sincerely
Alan Bates
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Mr Mike Wakley Alan Bates
Post Office Limited
Celtic Court GRO
Tremaines Road i R H
BRIDGEND deen
CF31 1TZ
13" November 2003
Dear Mr Wakley
Replying to your letter 31" October I wish to state the following. That at no time did Post Office Ltd
ever ask me if I would continue providing a service as-an intcrim measure.
I would not deny that you did make a sort of request to use our premises and our facilities to have
someone else come in to provide a service at a time when you had taken away our livelihood,
investment and life savings. But as you don’t seem to live in the real world I can tell you this was
just received as an insult.
It seems your ‘organisation’ will do anything and everything to try and keep the failures of Horizon
hidden, regardless of who they have to trample down on the way such as us or our community.
I can assure you of my continued and now increased resolve to bring the real facts of what is going
on to those who will have no choice but to act, regardless of whether it takes years.
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To: 3
cc:
Hard Copy To:
Hard Copy cc:
Date: 48/41/2003 11:14
From:
Subject: [i Re: Ref: Criag Y Don
It seems that Mr Bates never remmed in the items and also never kept them secure in the
timelocked safe. We can only deal with the items presented to us at the time of the audit and as
everything was very accurate to the snapshot, we had no reason to search for missing stock.
think this is just another example of the Subpostmaster trying to make the situation as difficult as
possible, and never mentioning or presenting or even remming in the items.
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Electroni
To:
ce:
Hard Copy To:
Hard Copy cc:
Date: 44/41/2003 11:50
From:
Subject: [3 Re: Craig-Y-Don Closure
have confirmed to Mr Bates, the arrangements for safe uplift on
Monday 17th November, am.
During the conversation, he requested that boxes marked ‘logistics’ be removed from the office.
have no plans to be in the area during the next few weeks so cannot confirm what remains on site.
Mr Bates was not very helpful when attempted to find out what was in the boxes.
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Electrc
To:
ce:
Hard Copy To:
Hard Copy cc:
Date: 04/11/2003 10:48
From:
Subject: Craig Y Don - latest state of play
to Say that Mr Bates, SPM at Craig Y Don, was refusing access to
PO auditors to do a final cash and stock reconciliation and to remove PO equipment from the
premises.
He continues to trade and says he intends to continue trading until end of business on Wednesday 5
November, the date when his contract is terminated.
Mr Bates has told that he will allow access to
the post office branch on Thursday 6 November for a cash and stock audit, and will allow the auditors
to remove Post Office equipment, cash, stock and other associated items.
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Mr Mike Wakley _Alan Bates 0
Post Office Limited H
Celtic Court H
Tremaines Road i
BRIDGEND H
CF31 1TZ
29" October 2003
Dear Mr Wakley
I write-in response-to-you letter 27” October 2003. I can confirm I-was not asked to provide interim
service arrangement at these premises.
The decision to currently deprive local residents of post office services in Craig-y-don is that of Post
Office Ltd alone and no one'else.
"TAH Bales, Sib pOStHastet Craig-y-Don Post Office
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Celtic Court
Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 1TZ
31* October 2003
Dear Mr. Bates
REF: POST OFFICE LTD SERVICES AT CRAIG Y DON
In reply of your letter dated 29" October 2003.
I wish to advise you that we wrote to you letter dated 2" September 2003, seeking your approval
to continue with services at the current site with a temporary Subpostmaster on an interim
measure.
I also spoke to you by telephone about this on Friday 42" September.
Subsequently we also sent a letter dated 19" September highlighting our final request.
Please see attached copies of both letters
Royal Mail has confirmed receipt of both letters
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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Christine Randall ,_Alan Bates
Implementation Support
Post Office Ltd
8" Floor, Lionel House
86 Lionel Street
BIRMINGHAM
B3 1HQ
6" November 2003
Re Craig-y-don Post Office
Dear Ms Randall
As I have not received a reply to my letter dated 28" October 2003 and as the Post Office
terminated my contract on Ss! Noveniber 2003 T would be obliged if you would arrange for the
collection of all Post Office stores, records and materials from our premises by Friday 14
November 2003
Should you fail to meet the deadline for the collection of all your materials by that date I will then
invoice you for the rental of the storage place taken up by Post Office Ltd materials at a rate of £1
per mailsack per week.
Yours sincerely
Alan Bates
Subpostmaster Craig-y-don Post Office
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Celtic Court,
Tremains Road,
BRIDGEND
Telephone: 0845 6011022
20 October 2003
Dear Mr Bates
As you are aware, your last day of service is on the 5 November 2003 when your Contract
for Services as a Subpostmaster ends.
On the 8% October 2003, a representative of the NIET team, John Bourke, went to your office
by arrangement with you to survey the items of equipment which will need to be removed
on or before the 5t November 2003. In order to do this, Mr Bourke needed access to the
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Although not a specific term of the contract, I have been advised that it would be an implied
term of the contract to allow Post Office Ltd’s business to function properly, that access
should be granted to an authorised Post Office employee who properly identifies himself. I
would point out that procedures for allowing access to official visitors are detailed in Section
9 - Page 19 of the Counter Attack Booklet. The Counter Attack Booklet forms part of the
Operations Manual/ Postal Instructions mentioned within Paras 13 - 17, Section 1 of the
Contract for Services.
Iwould be grateful therefore if you would please reconsider your decision and allow access
to the secure area to allow the inspection to take place. The date and time of the visit can be
arranged to suit yourself and there is no reason why you should not be present at all times
while Mr Bourke is in the secure area inspecting the goods and equipment.
It is accepted that the premises of which the secure area is a part belongs to yourself as the
Subpostmaster and owner of the premises, but the cash, stock and equipment all belong to
Post Office Ltd and while the contract is in existence, you are responsible for looking after
all these items and as such, we would expect your cooperation in allowing Post Office Ltd
access to inspect and safeguard its property.
lam also aware that you have apparently said that when the office is defunded you will
simply transfer the cash and stock through the parcel hatch to the auditors who attend on
that date and that you have no intention of granting them access to the secure area. if you
insist on this procedure you would be putting at risk the security of the auditors and the
security of the cash and stock at the office and you do have a contractual responsibility for
the cash and stock under Section 12, Paragraph 5 of your Contract for Services. You would
also be responsible for any losses caused by the lack of access to the secure area if that were
to cause any losses to occur. Again, I would ask that you cooperate with the Auditors and
allow them access to the secure area which is where the final audit takes place on the last
day of service ,or earlier if appropriate,of all Subpostmasters.
Post Office Ltd wishes to deal with all matters relating to the Craig y Don Sub Post Office as
efficiently and quickly as possible and I would therefore ask for your cooperation and
goodwill in enabling the goods and equipment to be inspected and then removed and for
the cash and stock to be safely recovered from the office. Can you please therefore confirm
that Mr Bourke can obtain access to the secure area in the near future to enable the necessary
inspection to take place and that the Auditors will be allowed access to the secure area on
the Tuesday 4*" November 2003 the intended day for the audit of accounts and removal of
the official cash and stock.
I look forward to hearing from you as soon as possible.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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Christine Randall --Alan Bates...
Implementation Support ~~]
Post Office Ltd
8" Floor, Lionel House
86 Lionel Street
BIRMINGHAI
B3 1HQ 7
28" October 2003
Dear Ms Randall
In response to your letter dated 24" October 2003 I must point out that your proposed action is an
attempt to deny me the ability to trade by undermining the purpose of the contract. In effect it
amounts to an intentional frustration of the contract by Post Office Ltd which would allow me to
recover damages from you for 2 days loss of trade for your breach.
With regard to your proposed redirection of mail. I would advise you that considerable
correspondence including private and confidential mail for myself and The Wool Post will also
include Craig-y-don Post office in the address. I will expect this mail to be delivered without
delay and without being opened.
Also I can find no reference in the contract requiring me prepare and despatch records for
archiving, would you please advise me under which section you require this undertaken, or make
alternative arrangement. Would you also please clarify under which section of the contract you
require me to make waste any unused stores and manuals or again make alternative arrangements.
Yours sincerely
Alan Bates
Subpostmaster Craig-y-don Post Office
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IN CONFIDENCE Celtic Court,
Mr A Bates Tremains Road,
Subpostmaster BRIDGEND e
Craig Y Don Post Office CF 31 1TZ
Post Office Ltd®
ee Telephone: 0845 6011022
©
27 October 2003
“rhan hanfodol o fywyd bob dydd” www.postoffice.co.uk
“an essential part of everyday life’ www.postoffice.co.uk
Dear Mr Bates
Iam writing following our telephone conversation of today, 27% October 2003. I can confirm
that your decision not to grant permission for an interim service arrangement from your
premises has been noted.
We will now proceed with the closure as previously advised.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
Swyddfa'r Post Cyf. Wedii Gofrestru yng Nghymry a Lloegr. Rhif: 2154540
Swyddfa Gofrestredig: 80-86 Old Street, Llundain ECIV 9NN
Mae Swyddfa'r Post a symbol Swyddfa'r Post yn nodau masnach
i Swyddfa'r Post Cyf yn y Deyrnas Gyfunol ac mewn gwledydd eral
Post Office Ltd, Registered in England and Wales number: 2154540
Registered Office: 80-86 Old Street, London ECIV INN
The Post Office and the Post Office symbol are registered trade marke
of Post Office Lid in the UK and other countries
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IN CONFIDENCE Celtic Court,
Mr A Bates Tremains Road,
Subpostmaster BRIDGEND
Post Office Ltd® CF 31 1TZ
Telephone: 0845 6011022
27 October 2003
Dear Mr Bates
Iam writing following our telephone conversation of today, 27 October 2003. I can confirm
that your decision not to grant permission for an interim service arrangement from your
premises has been noted.
We will now proceed with the closure as previously advised.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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24" October 2003
Dear Mr A Bates
Re: Closure of Craig-Y-Don Branch
I am writing to confirm the arrangements for the closure of the above post office.
The time & date of the office closure to the public is 17.30 on 03/11/03
The time & date of the final audit is 09.00 on 04/11/03
The time & date for the removal of cash & stock is approximately 12.30 on 04/11/03.
The time & date for the removal of the Horizon equipment is 10.00 on 04/11/03.
Your last day of service is 05/11/03
Alarm
‘The existing alarm system will be removed from the secure Post Office area within your
premises on Tuesday 04/11/03
Signage
It is your responsibility to remove all. internal and external Post Office branded signage.
Please arrange for this work to be completed by Tuesday 04/11/03
Horizon
You will shortly receive a number of boxes for the Fujitsu engineer to pack the Horizon kit
after decommissioning. Please keep these safe and do not use for any other purpose.
Your horizon terminal (s) will be uplifted on Tuesday 04/11/03 the electrical supplies and
ISDN box (BT) will be left in place. BT will disconnect the line outside your premises at
some point over the next few days — if you wish to remove the internal fittings you may do
so from 05/11/03
Telephone
You are eligible to claim an allowance for your official telephone on a pro rata basis up to
and including Wednesday 05/11/03. When you have paid the final bill you should
forward it to the Human Resources Service Centre for a
refund in the normal fashion.
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Re: Craig-Y-Don Branch
Closure Posters
You will shortly be receiving closure notices for display. Please ensure that the
details are correct and displayed as soon as possible after receipt. If there are
any problems with posters please let me know as soon as possible.
Pension & Allowance Books
The Audit & Inspections Team will advise you where Pension and Allowance
Books should be sent. They will notify you of this, when they phone to confirm
the date for your Branch audit. Pension and Allowance books should be sent
by Special Delivery.
Redirection of Mail
All mail relating to your Post Office Branch will be redirected to Llandudno Branch
Office, as this will come into effect after your last day of trading.
Archiving of Office Records
We require certain office records to be archived. You will shortly receive 5 record centre
archive boxes, per Horizon counter serving position. I enclose a number of record forms
for the packing of the boxes - please place one form in each of the boxes. The following
gives an indication as to how the records/boxes should be arranged:-
Box Contents Accompanying Form
Box 1 Cash account records Requesting storage for 6 Years
Boxes 2-5 Daily account records Requesting storage for 2 Years
Daily undercopies
Weekly undercopies
You will need to weigh each box and affix the appropriate postage stamps. As this will
need to be done before the final cash account, please allow for the extra weight of the
final week’s worth of records.
The boxes are to be addressed to:- Romec Records Centre, Unit 1 Elmlea Trading
Estate, Leeside Road, LONDON, N17 OXR.
Datestamps
Please retain and hand to the auditor when they arrive at your office.
Stores & Manuals
We will require you to make waste any unused stores and manuals. We are unable to
collect and re-cycle this material
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Re: Craig-Y-Don Branch
Claiming Official Postage
The cost of the postage is claimed as official postage for which you will need the
following forms. These can be obtained from Swindon stores: -
P4273 Official Postage Paid in Stamps
P5365 Summary of Vouchers Claimed
P5408 Vouchers to TP (Adhesive Label)
Complete the P4273 with the total amount of postage affixed to all storage
boxes and Special Delivery items. Transfer the total amount claimed to 5365,
line 3. Enter datestamp, signature and FAD code on both forms. Once the
final cash account is complete both forms are to be sealed in a brown envelope with the
adhesive label (P5408), this is then despatched to Chesterfield in the brown one trip
pouch.
You must enter the amount of official postage claimed through the Horizon system, before
the final cash account is produced. The Horizon path is: - Transactions (F1), Serve
Customer (F1), Postage Stamps (F3), Enter value from P4273, Finish to vouchers (F6),
Pick Other Vouchers to TP, Enter value from P4273, Finish to Cash.
Last Day of Service
A representative from this office will attend on Tuesday 04/11/03 to ensure that all agreed
activities have been completed. You will be asked to sign a completion certificate during
this visit.
If you have any queries relating to any of the above please call me on the number below.
Yours sincerely
Christine Randall
Implementation Support
Post Office Ltd
Network Implementation and Equipment Team
8" Floor
Lionel House
86 Lionel Street
BIRMINGHAM
B3 1HQ
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oo Celtic Court
Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31.17Z
Subpostmaster
19" September 2003
Dear Alan
REF: POST OFFICE LTD SERVICES AT CRAIG Y DON-Final request
I'm writing following my letter of 2"! September 2003
As of today, I have not received a reply from you confirming your intentions in order that
we can make the appropriate arrangements, if possible, to maintain a counter service in
the Craig y Don area.
I would be grateful therefore if you could advise us in writing, no later than 25"" September
2003 of your intentions. If we do not receive your reply by this date, we will be left with no
alternative but to seek other premises from which to operate a Post Office counter service
in the area from your last day of service, 5" November 2003.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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IN CONFIDENCE Celtic Court,
Mr A Bates Tremains Road,
Post Office Ltd® _ BRIDGEND
i CF 311TZ
Telephone: 0845 6011022
20 October 2003
Dear Mr Bates
As you are aware, your last day of service is on the 5 November 2003 when your Contract
for Services as a Subpostmaster ends.
In order to enable you to run the sub Post Office, Post Office Ltd has loaned to you various
items of equipment belonging to it such as scales, alarms, safes and the Horizon computer
equipment. There is also cash and stock at the office which will need to be removed on or
before your last day of service.
On the 8 October 2003, a representative of the NIET team, John Bourke, went to your office
by arrangement with you to survey the items of equipment which will need to be removed
by the 5 November 2003. In order to do this, Mr Bourke needed access to the secure area at
your Post Office, but you refused him access saying that there was nothing in your Contract
for Services which required you to allow such access.
Iagree that this situation is not expressly covered in the standard Subpostmasters Contract,
but Iam sure you will appreciate that Post Office Ltd needs to inspect the area to see if there
will be any problems with removing particular items such as the safe by the 5 November
2003. If access is not allowed to the secure area, it may well be that the removal of the goods
and equipment belonging to Post Office Ltd will have to be delayed if unforeseen problems
with the removal are experienced before 5 November 2003 and I do not consider that this is
in the interest of yourself or of Post Office Ltd.
/: Although
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Although not a specific term of the contract, I have been advised that it would be an implied
term of the contract to allow Post Office Ltd’s business to function properly, that access
should be granted to an authorised Post Office employee who properly identifies himself. I
would point out that procedures for allowing access to official visitors are detailed in Section
9 - Page 19 of the Counter Attack Booklet. The Counter Attack Booklet forms part of the
Operations Manual/ Postal Instructions mentioned within Paras 13 - 17, Section 1 of the
Contract for Services.
I would be grateful therefore if you would please reconsider your decision and allow access
to the secure area to allow the inspection to take place. The date and time of the visit can be
arranged to suit yourself and there is no reason why you should not be present at all times
while Mr Bourke is in the secure area inspecting the goods and equipment.
It is accepted that the premises of which the secure area is a part belongs to yourself as the
Subpostmaster and owner of the premises, but the cash, stock and equipment all belong to
——_-Post Office Ltd and while the contract is in existence, you are responsible for tooking after ——
all these items and as such, we would expect your cooperation in allowing Post Office Ltd
access to inspect and safeguard its property.
Tam also aware that you have apparently said that when the office is defunded you will
simply transfer the cash and stock through the parcel hatch to the auditors who attend on
that date and that you have no intention of granting them access to the secure area. if you
insist on this procedure you would be putting at risk the security of the auditors and the
security of the cash and stock at the office and you do have a contractual responsibility for
the cash and stock under Section 12, Paragraph 5 of your Contract for Services. You would
also be responsible for any losses caused by the lack of access to the secure area if that were
to cause any losses to occur. Again, I would ask that you cooperate with the Auditors and
allow them access to the secure area which is where the final audit takes place on the last
day of service ,or earlier if appropriate,of all Subpostmasters.
Post Office Ltd wishes to deal with all matters relating to the Craig y Don Sub Post Office as
efficiently and quickly as possible and I would therefore ask for your cooperation and
goodwill in enabling the goods and equipment to be inspected and then removed and for
the cash and stock to be safely recovered from the office. Can you please therefore confirm
that Mr Bourke can obtain access to the secure area in the near future to enable the necessary
inspection to take place and that the Auditors will be allowed access to the secure area on
the Tuesday 4‘ November 2003 the intended day for the audit of accounts and removal of
the official cash and stock.
I look forward to hearing from you as soon as possible.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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* ° Celtic Court
Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 1TZ
Subpostmaster
2"! September 2003
Dear Alan
REF: POST OFFICE LTD SERVICES AT CRAIG Y DON
Further to my letter dated 5"" August 2008, we will write to you shortly with regard to
arrangements for the required audit in readiness for your last day of service.
I must inform you that following 5" November 2003, it is Post Office Ltd’s intention to carry
on and continue with services within the Craig y Don area and would, if possible, still
prefer to carry on services at the current location
If you are agreeable, as an interim measure, Post Office Ltd may be able to appoint a
temporary Subpostmaster in order to continue a counter service from the present site.
However, Post Office Ltd will not accept responsibility for an additional costs arising from
the provision of this service at your premises. Any costs would need to be agreed with
any temporary Subpostmaster. This would allow you to advertise the business if you
wished.
I would therefore be gratéful if you could advise us in writing, no later than Thursday 11"
September 2003 of your intentions in order that we can make the appropriate
arrangements.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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Mr A Bates
20.08.03
Dear Mr Bates
Thank you for your letter dated 7" August addressed to Allan Leighton,
Chairman Royal Mail, which has been forwarded to me for reply.
I have now completed my enquiries into the issues you have raised
and, have spoken with a number of the personnel involved in the
search for a solution to the situation at Craig y Don Post Office®.
Although I regret that the situation has reached the point of termination
of your contract, I am confident that the various teams concerned in the
events have worked hard to provide support and assistance to you ina
consistent and sympathetic manner. This support included a number
of on site support visits to assist with balancing and also extra training
on the Horizon system. The aim was always that of achieving a solution
to the difficulties you were experiencing in managing transactions and
processes at Craig y Don Post Office® branch.
The Sub postmaster contract is clear on the requirement that
postmasters must make good losses or gains made when misbalances
occur and to bring error notices to account appropriately. It is evident
you have consistently refused to do this, even when specifically
requested to do so by the Area Management team. The Horizon
system at Craig y Don Post Office® has been reviewed and
interrogated in response to your complaints, and the reports from both
the Horizon Field Support team and the NBSC have confirmed that
there is nothing inherently wrong with the Horizon system installed at
the branch.
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In the circumstances I feel that the termination of contract notice must
stand and can confirm your last day of service will be 5" November
2003.
Yours sincerely
Ria MacQueen
Case Liaison Manager
Post Office Ltd
Operations
Telephone},
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Mr Mike Wakley Alan Bates
Post Office Limited
Celtic Court
Tremaines Road
BRIDGEND
CF31 ITZ
23" July 2003
Reference: Loss of Income
Dear Mr Wakley
In previous correspondence to you I have brought to your attention the fact that we have incurred
considerable loss to the income of the private side of our business due to Post Office Network
Reinvention.
The sum has now be quantified for the net loss for the period from 9th April 2002, when we were
first notified of being an urban branch and therefore included for consideration of closure by the Post
Office, up to our financial year end 31° March 2003. This claim is for that period only, further
claims will be submitted for all following periods until the outcome of the Post Office Network
Reinvention issue for this office is finalised.
As has been put in writing to you previously, we have had little choice but to ‘stand still’ in the non
post office side of our business (see my letter dated 11" November 2002). This was through no
doing of our own but purely a result of the predicament we were placed in by the Post Office and as
such we are not unreasonably seeking to recover our losses due to your decision.
In a previous letter I had requested the information as to whom this claim should be addressed to. As
I received no response indicating others, Iam presuming that this claim should be made to Post
Office Limited through yourself.
The amount that has been calculated that I am claiming is £ 2,743.68 for the period as given above.
Needless to say as a small business we would very much appreciate this claim being processed as
soon as possible. If you would let me know what supporting documentation you require or should
you prefer the claim to be submitted in a different format or to another department, please let me
know otherwise I will presume this submission through yourself is correct.
eC Bates; Subpostinaster Craig-y-Don Post Office
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Celtic Court
Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 1TZ
,-subpostmaster
28" July 2003
Reference: - Loss of Income
Dear Alan,
Thank you for your letter dated 23" July 2003 concerning your claim for loss of
income.
Please note that in December 2002, I was advised that you did receive a written reply
to your letter dated 11" November 2002 from Rebecca Hart.
However, in reply to your current letter, I have forwarded it to the Network
Reinvention team in London.
Please note any future correspondence on this matter should be sent to:
Programme Support Office
Post Office Ltd
Calthorpe House
15-20 Phoenix Place
LONDON WC1X ODG
Yours sincerely
Mike Wakley
Retail Line Manager
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Electronic memo
28/10/2003 15:03
Briefly, we have given notice to Mr Bates the present subpostmaster that we are withdrawing from
our contract with him. This is because we have lost confidence in his willingness to conduct the job in
the manner expected. We gave the contractual notice period of 3 months, which ends on 5
November. The branch will close for business at 17.30 on 3 November to enable us to complete a
final audit and decommission the branch the following day before his contract expires
It is not our wish to see this branch close, and ever since we gave Mr Bates notice we have been
seeking a response from him as to whether he would be selling his business
or if not
whether he would be willing to make his premises available for a temporary replacement whilst a
permanent appointment could be made.
but it was only this week that Mr Bates finally intormed us he was not willing to allow
this to happen.
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\f Mr Bates wants to change his preference to stay then the decision is made in the fact that we aren't
yet talking to Subpostmasters who want to stay in the network. If Mr Bates then wants to expand his
business and invest he can follow normal processes. However, reading his letter, and also
considering his preference form where he says no to investing, there does seem to be some
confusion around what he wants to do.
will get a letter out to Mr Bates before the Christmas period and get one of my team to call him to
discuss his preference. If he still re-iterates that he wants to close then unfortunately there is no more
can do at the moment.
Even though Mr Bates may be a low priority as things stand currently, there is no guarantee he will
remain so over the lifetime of the programme. As his preference is Yes we may well revisit his
branch/location at some point in the programme.
In the letter from Mr Bate's also notice that he suggests he is having difficulties in trading. If that is
the case then there are BAU processes that can no doubt advise Mr Bates on.
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Celtic Court
Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 1TZ
-Subpostmaster 0,
28" July 2003
Reference: - Loss of Income
Dear Alan,
Thank you for your letter dated 23" July 2003 concerning your claim for loss of
income.
Please note that in December 2002, I was advised that you did receive a written reply
to your letter dated 11"" November 2002 from Rebecca Hart.
However, in reply to your current letter, I have forwarded it to the Network
Reinvention team in London.
Please note any future correspondence on this matter should be sent to:
Programme Support Office
Post Office Ltd
Calthorpe House
15-20 Phoenix Place
LONDON WC1X 0DG
Yours sincerely
Mike Wakley
Retail Line Manager
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Mr Mike Wakley Alan Bates
Post Office Limited i
Celtic Court
Tremaines Road I H
BRIDGEND i
CF31 1TZ
29" July 2003
Reference: Loss of Income
Dear Mr Wakley
Thank you for your letter dated 28" July 2003 in response to my claim for loss of income.
y y po 'y
Ihave noted that you have forwarded my letter to the Network Reinvention team in London and I
will correspond with them on this issue unless they direct me elsewhere.
For your information I can confirm that I did receive a written response to my letter dated 11"
November 2002 from Rebecca Hart. The majority is just standard holding letter stuff, though in
reply to my statement of intent to recover the loss of income from the private side of the business, my
comment ‘was noted’ .
-----ATeNrpales; SuOpesmmaster’ Craig-y-Don Post Office
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Celtic Court
Tremains Road
BRIDGEND
CF31 1TZ
5 August 2003
Personal
Mr A Bates
Dear Mr Bates,
I am writing further to my letter dated 4" June 2003 and your written representation
dated 12" June 2003.
In accordance with Section 1, Paragraph 10 of your Contract for Services, I am writing to
issue you with three months notice of termination of your Contract for Services.
The termination of Contract will take effect on 5"" November 2003.
Please sign and return one copy of this letter.
Yours sincerely,
MIKE WAKLEY
Retail Line Manager
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Page 2 of 2
To: Mike Wakley
Retail Line Manager
I note the contents of this letter
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Celtic Court
. Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 1TZ
SWYDDFAR
POST
©
4" June 2003
“chan hanfodol o fywyd bob dydd” www.postoffice.co.uk
“an essential part of everyday life’ www.postoffice.co.uk
Reference: - Losses and Gains
Dear Alan,
I have carefully considered the explanations offered by you in your reply of 15" May
2003, about your failure to make good losses as required under the terms of your
contract for services, Section 12 Paragraph 12 refers. However I do not consider
that these explanations justify your continued failure to make good such losses. I
feel therefore that I must give you a final opportunity to comply with the terms of your
contract for services.
The letter you received from Mike Wiatrowicz, Management Information, Birmingham
dated 6" March 2002, clearly stated: oo ~ - oo
‘After due consideration of the facts surrounding the loss and of your report,
Post Office Ltd has decided to take no further action in respect of the loss at
your post office which will be written off. This decision has been made without
prejudice to Post Office Ltd’s rights to recover any future losses at your post
office for which you may be liable under the contract for services and does not
affect any future liability you may have for such losses.’
Swyddfa'r Post Cyf. Wedii Gofrestru yng Nghymry a Lloegr. Rhif: 2154540
Swydafa Gofrestredig: 80-86 Old Street, Llundain ECIV 9NN
Mae Swyddfa'r Post a symbol Swyddfa'r Post yn nodau masnach
i Swyddfa'r Post Cyf yn y Deyrnas Gyfunal ac mewn gwledydd eraill
Post Office Ltd. Registered in England and Wales number: 2154540
Registered Office: 80-86 Old Street, London ECIV 9NN
The Post Office and the Post Office symbol are registered trade marks
of Post Office Ltd in the UK and other countries
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You must clearly understand that unless you comply with these terms and make the
losses good immediately and cease the practice of rolling over losses and gains, I
will have to seriously consider the termination of your contract for services by means
of three months notice.
Please sign and note one copy of this letter and return to myself at the above
address by Friday 13" June 2003.
A second copy is enclosed for your retention.
Yours sincerely
Mike Wakley
Retail Line Manager
Post Office Ltd
To: MIKE WAKLEY
Retail Line Manager
¢ I note the contents of this letter and confirm that my accounts are being
maintained in the correct fashion
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Celtic Court
Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 1TZ
27" June 2003
Reference: - Losses and Gains
Dear Alan,
I am writing to acknowledge receipt of your letter dated 12th June 2003
{ will consider the points you raised and let you know my decision as soon as possible.
Yours sincerely
Mike Wakley
Retail Line Manager
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Mr Mike Wakley Alan Bates
Post Office Limited I _fMe
Celtic Court I
Tremaines Road
BRIDGEND
CF31 1TZ
12" June 2003
Reference: Losses and Gains
DearMr Wakley. —
Iam in receipt of your letter dated 4" June 2003.
Unlike Post Office Ltd, I am fully compliant with the terms of my Contract of Service and as I have
stated in my previous letter (15" May 2003) I would gladly make good any losses caused in the
manner specified in section 12, paragraph 12. I would now suggest that my position in this matter
pve has. heen. made. abundantls clear in all my previous correspondence.
GRO
Craig-y-Don Post Office
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. BRIDGEND
CF31 1TZ
2May2002300
Mr A Bates Fax No, R i ®
“rhan hanfodol o fywyd bob dydd” www.postoffice.co.uk
“an essential part of everyday life” www.postoffice.co.uk
Dear Mr Bates,
RE: LOSSES AND GAINS
Thank you for your letter of the 16 April 2003, the content of which has. been noted.
Nevertheless, I must point out that you are Bound by the Terms and Conditions of your
Contract.for Services, which. was. acknowledged by you on the 31 March 2003, when
accepting your appointment.
To.this. effect you are charged with ensuring that all accounts entrusted to you are kept
in the form prescribed by Post Office Ltd, by using the approved accounting system i.e
Horizon, and therefore, in the event of any losses occurring. these should be made good
without delay (Section 12, paragraph 4, Section 12, paragraph 12 refers).
Accordingly, failure to comply with these obligations. can be construed as a Breach of
Contract, which could ultimately put your Contract for Services ‘at risk’.
va
Swyddfa't Post Cyf. Wedi'i Gofrestru yng Nghymiy a Lloegr. Rhif: 2154540
Swyddfa Gofrestredig: 80-86 Old Street, Liundain ECIV NN
Mae Swyddfa'r Post a symbol Swyddfa'r Post yn nodau masnach
i Swyddfa'r Post Cyf yn y Deyrnas Gyfunol ac mewn gwledydd eraill
Post Office Ltd. Registered in England and Wales number: 2154540
Registered Office: 80-86 Old Street, London ECIV 9NN
The Post Office and the Post Office symbol are registered trade marks
of Post Office Ltd in the UK and other countries.
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I would.therefore, request that you acknowledge the content of this letter within 10 days
of its date of posting, confirming that your accounts are being maintained in the correct
fashion. Which would also include adhering.to the proper procedure in respect of
making good your losses, as per your Contractual Obligations.
Yours sincerely,
MIKE WAKLEY
Retail Line Manager
To:_MIKE WAKLEY_ a
Retail Line Manager
e {note the contents of this letter and confirm that my accounts are being
maintained in the correct fashion
Signed:
Date: oo... ee
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Mr Mike Wakley Alan Bates
Post Office Limited
Celtic Court
Tremaines Road
BRIDGEND
CF31 1TZ
15" May 2003
Reference: Losses and Gains
Dear Mr Wakley
With regard to your letter dated 2"! May 2003, I presume the Terms and Conditions of my Contract
of Service you refer to are those I acknowledged on the 31° March 1998 and not 31 March 2003 as
stated in your letter.
You refer me to section 12 of that contract “The Subpostmaster is responsible for all losses caused
through his own negligence, carelessness or error, and also for losses of all kinds caused by his
Assistants. Deficiencies due to such losses must be made good without delay.” You rightly point
out that I have agreed these terms and I can confirm I would gladly make good any losses caused in
these manners. But I can see nothing in this clause which states that I am also liable for data lam
unable.to check, — a a — ee
Taken to an extreme, if the Horizon system said I owed £1,000,000 you would say I would have to
make good the loss without delay and without question.
There is no way I will agree to be held responsible for data I have input until such time as I am able
to access the data that I am being asked to be responsible for. In trying to state that I have
acknowledged such things in the Terms and Conditions of my Contract of Service you are in effect
purporting to vary this contract.
As we are talking about matters contractual I would also draw your attention to item 4.5, and
reference is also made in item 4.4 of the Conditions of Appointment for Craig Y Don Sub Post Office
included in the Contract of Service. This relates to the National Lottery playstation which was
already installed and operational when we took over the business. The Post Office removed the
machine at the end of January 1999 despite all my protests both written and verbal about the loss of
revenue they were going to cause me, about how it had been part of my business plan revenue
projection, of how we had doubled the turnover of the terminal in the few months we had been in
office. I presume the Post Office will now be returning the terminal to us and making good the loss
of income we have incurred during the period we were without the terminal.
Finally, in respect of an issue I raised with you in my letter dated 3 December 2003, namely
recovering the financial shortfall from the private side of our business due to Post Office Limited’s
actions. Our accounts are currently with the firm of Chartered Accounts we use, who are preparing a
statement on the level of shortcomings we have incurred. It will be significant and we will be
looking to recover that lost income swiftly. In the meantime I would appreciate it if you would
ascertain to whom the correspondence should be directed, in order to minimise the delay in meeting
po bbelaim..Ox. swould.it-be better to address it to you?
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Celtic Court
Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 1TZ
‘GRO
14" April 2003
Reference: - Losses and Gains
Dear Alan,
Further to our conversation, you confirmed that you have been rolling over losses and
gains for the past two years or more. I was unaware of this practice taking place at Craig
Y Don and acknowledge your comment that you wrote to the Post Office regarding
Horizon, losses and gains over two years ago and that to date you have not received any
reply or acknowledgment.
I am now instructing you, that with immediate effect, your are required to make good the
outstanding loss and to cease with this current practice of rolling over any losses and
gains.
Please be advised that Subpostmasters are responsible for all losses caused through
their own negligence, carelessness or error and also for losses of all kinds caused by their
assistants. Deficiencies due to such losses must be made good without delay. With regard
to gains, surpluses may be withdrawn provided that any subsequent charge up to the
amount withdrawn is made good immediately.
Thank you
Yours sincerely
'GR
Mike™ y
Retail Line Manager
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IN CONFIDENCE BRIDGEND
as Mid Glam
Mr A. Bates CF31 1TZ
-Subposimaster_ a.
“GRO
14" April 2003
‘Reference: - Losses and Gains
Dear Alan,
I wish to acknowledge receipt of your letter which I received on Friday 16" May 2003.
Please be advised that following enquiries, I will be writing to you on this matter
Yours sincerely
Mike Wakley
Retail Line Manager
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Tremains Road
-AIN CONFIDENCE BRIDGEND
Mid Glam
“Mr A. Bates CF31 1TZ
_-Subpostmaster
GRO
14" April 2003
_______Reference: - Losses and Gains
Dear Alan,
Further to our conversation, you confirmed that you have been rolling over losses and
gains for the past two years or more. I was unaware of this practice taking place at Craig
Y Don and acknowledge your comment that you wrote to the Post Office regarding
Horizon, losses and gains over two years ago and that to date you have not received any
reply or acknowledgment.
I am now instructing you, that with immediate effect, your are required to make good the
outstanding loss and to cease with this current practice of rolling over any losses and
gains.
Please be advised that Subpostmasters are responsible for all losses caused through
their own negligence, carelessness or error and also for losses of all kinds caused by their
assistants. Deficiencies due to such losses must be made good without delay. With regard
to gains, surpluses may be withdrawn provided that any subsequent charge up to the
amount withdrawn is made good immediately.
Thank you
Yours sincerely
Mike Wakley
Retail Line Manager
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Mr Mike Wakley Alan Bates
Post Office Limited i
Celtic Court
Tremaines Road H G R
BRIDGEND H
16" April 2003
Reference: Losses and Gains
Dear Mr Wakley
Tam in-receipt of your_letter-dated-14" April-2003 confirming our-conversation-tegarding
losses and gains at our office which have always been rolled over since the installation of
Horizon. I appreciate that you may well have been unaware of this practice at the office but can
assure you many others Post Office staff knew of it.
My comments regarding this were well documented in a number of letters to Post Office
Counters Limited such as that dated 19" December 2000 to my then Retail Line Manager,
Gerry Hayes, which like all letters was sent recorded delivery.
The problem with rolling over the losses and gains is that I presume I would be accepting
liability for them which is something that I have pointed out in writing to you since the
introduction of Horizon here, I am unable to do until such time as I am able to access the data
that I am being asked to be responsible for. As I have written previously “The totally
inadequate report system has been made so complex it lacks the ability to interrogate the
system when you know the information is inside”, if 1 am unable to access the data to check
items it is totally unreasonable to expect me to accept the liability from uncheckable data.
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Mr Gerry Hayes
Retail Network Manager
Post Office Network
60 Deiniol Road
BANGOR
LLS7 LAA LL
1* February 2001
Reference: Various Issues
Dear Mr Hayes
In this letter I was planning to address two distinct areas of reference. The first being
business development within our Post Office, the second referring to Horizon, but as a
Horizon Support Officer is visiting us next-week I will leave Horizon until after his visit.
With regard to the how to develop the business further within this Post Office, I have
identified a number of areas of opportunity that could be followed up with the assistance of
Post Office Network. Though before raising these points I thought it would be of use to
examine the current business the office is obtaining.
Looking back over the monthly sales reports, it is clear that apart from a couple of items this
office is steadily growing trade month after month, when compared to previous years’
figures. The two main items which have declined are Pension payments and budget stamps.
The Pensions have reduced in line with the national trend, as more people have their money
paid directly into banks, and the decline in the budget stamps to some degree falls victim to
this tend. The budget stamp reduction has also been replaced by an increase in APT or APS
sales, so it is not all lost.
As you are aware, we have been improving the facilities within our business and the
relocation of the Post Office counter has been warmly met with approval from the majority of
our customers and it has help offset, to a small extent, the slowing down of service resulting
from the introduction of Horizon. We have not finished our improvements but when they are
complete I hope the office will present an efficient, moder and professional service to the
community, well able to meet the demands of its customers. In response to requests from the
local community we have recently signed a contract for a instant photo booth to be located
by the counter in order to assist customers to obtain the photographs they need for both
passports and driving licences. There are also many other services which we intend to
introduce over the next twelve months in response to community needs, but there are a
number of needs that can only be fulfilled by Post Office Network. These currently are:-
* Motor Vehicle Licensing — This is by far the most heavily requested service which we
are unable to provide. There seems to be many myths about why we are unable to
provide this service, the most common one being that to allow us to provide MVL’s
some other office would have to lose the service and that would not be fair. But if
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that had been true we would not have lost our National Lottery terminal to another
office, soon after we had taken over this business.
* Passport Checking — We turn away scores of customers requesting this service, even
being able provide the forms would help.
* Driving License Checking ~ Again the demand is there but we are unable to meet it,
In both this and the Passport issue if there was no real demand we would not be
installing a photo booth. We are doing our bit to support the needs of the customer,
hopefully Post Office Network will do theirs.
© Bureau de change — Currently pre-order, but again we are losing considerable
amounts of business because we unable to offer what the customer needs.
There may well be other services that Post Office Network is able to let us offer in the future,
but those identified above would be the most effective in bring about a significant increase in
trade at this office. It should be remembered that Craig-y-don does have a very busy travel
agency which does not provide Bureau de change, and also it is still relatively easy to park in
Craig-y-don and many people in the district use the village just to stop off for a few minutes
to-attend to their business; 7 —
In the Post Office we are constantly be asked to ‘tweak’ sales, but the opportunities I have
identified would grow the business significantly, if that is what Post Office Network wants,
Even if these services were introduced and realistic targets set for a twelve month period in
order to keep them, I would have no doubt that Post Office Network would be more than
happy with the results.
1 look forward to the opportunity to discuss these issues and how best we can provide the
Services our customers really do need on your visit next week.
Craig-y-don Post Office
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IN CONFIDENCE
To: Mr Alan Bates copy: Gerry Hayes
Agent Retail Network Manager
From: M Rannard Date: 11 June 2001
Network Audit Team
Audit of Craig Y Don Office code
An audit of the above office was undertaken on 07 June 2001 by M Rannard. This
audit is a review of the product/ process controls in place at the outlet and not a
comment on the performance of individuals.
The following page contains a brief summary of the areas that could be routinely
tested at audit and the tests-carried out are selected on a basis of risk assessment
from outlet performance data. The products/ processes with a cross indicate
items that have been tested by the auditors on this occasion and the findings
revealed at audit.
Appendix A contains a more comprehensive report detailing our findings‘and
recommendations for your information and attention. Any control gaps in bold
were noted on a previous audit and had not been actioned at the time of our most
recent visit. . Anh
At the audit, you were given a questionnaire to provide feedback on the audit
process. If there is anything else you wish to bring to our attention please feel
free to write your comments on the reverse of this report or contact Paul Large,
Network Audit Manager on telephone number\_
Please retain one of these reports for your information and return the other one,
signing it to confirm that you understand all the points made.
Network Auditor signature
Subpostmaster/ Outlet Manager signature ..............0..0.. Date .........cce eee
version 3 April 2001
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AUDIT OF
Products/Processes Controls Control Control
in Place Gap Gap
eS Low Risk I High Risk
Procedural Security
Horizon System Controls
Cash Account
Stock Management
Cash Management
IIIB)
Royal Mail
Franking Machines
Stamp Vending Machines
Alliance & Leicester Girobank
Personal Banking
National Savings
OOOO
National Lottery On Line
National Lottery Instants
Littlewoods Scratchcards
Bureau De Change
Foreign Exchange Service
Moneygram
Travel Insurance
Benefits Agency
Motor Vehicle Licences
Rod Fishing Licences
UK Passport Agency
Utility Schemes
Local Transport Scheme
OCS OoROoo
OOOO COFN OOOO
OOO 5OF 00
Network auditors can only comment on the areas examined during their visit. It
should not be assumed that untested processes have satisfactory controls in place.
version 3 April 2001
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Appendix A
Audit of Craig Y Don
Asset Verification
A full check of cash, stock and vouchers revealed a surplus of £23519.75 which is
broken down as follows:
Net surplus declared week no 9, £23520.41
Net shortage declared week no 1. £ 1041.86
Difference at audit £ 8.66
An authorised amount of £ 1041.86 has been held in the Suspense Account
between weeks (1) and (12).
Comments:
The large surplus of £23520.41 occurred two weeks earlier when a member of
staff was being trained on balancing , an inward remittance had not been entered
an adjusting entry is being made.
Security Procedures
Your security procedures were examined in line with the Counter Attack
Reference Manual and all controls were found to be in place.
Horizon System Controls
Controls relating to the use of the Horizon system were examined, in line with
the Horizon System User Guide (HSUG). The following control gaps were
found:-
Control gaps - Low risk
¢ obsolete users had not been deleted from system
Comments:
To maintain system security users must be deleted from the system as soon as
they cease to work at the office.
Cash Account
Counters Operations Manual - Cash Account, Balancing & Preparation refers.
The daily documentation for week (11) and weekly cash account documentation
for weeks (4) to (11) was examined and the relevant controls were found to be in
place.
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Appendix A
Stock Management
Guidelines from National Secure Stock Centre
The current optimum stock holding levels for your office were calculated using
cash account weeks 3 to. These levels should be used as a guideline when
re-ordering stock.
Average Maximum — Current
Stock Item Weekly Holdings Holdings Surplus £ Surplus %
Sales
Postage 1059 4236 14694 10548 246
Postal Orders 109 327 2372 2044 624
MVLSS 34 100 1120 1018 1006
TVLSS 66 200 742 542 273
BT Phonecards 9 27 156 130 486
BG SS 103 310 2300 1990 643
Control Gaps - High Risk
¢ items over or under stocked by more than 25%
Comments: state which stock items are overstocked
Postage, Postal Orders, MVLSS, TVLSS, BT Phonecards and BGSS are all
overstocked. The maximum holding levels are now 4 times average
weekly sales for Postage and 3 times average weekly sales for other stock
items Counter News week 44 refers.
Cash Management
Cash counted at the audit was compared to the declared figure in the daily cash
book and it was found that the cash was accurately declared at the close of
business,
Control Gaps - High Risk
¢ Cash holdings were more than 25% over target.
Comments:
A correct assessment of cash holdings could not be made because the Horizon
system intermittently adds the previous days cash holdings to the daily
declaration
Week 11 was found to be 46% over target
National Savings
Counters Operations Manual - National Savings Accounts - Ordinary & Investment Account
Withdrawals refers.
National Savings warrants and advices on hand at the outlet were examined. The
following gaps were identified:-/The process was adequately controlled.
Comments:
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Appendix A
There were no warrants or advices on hand at the audit but by discussion it was
clear that the current regulations are known
PO Foreign Exchange
Checks were carried out using the P4821s and P4822 for weeks (8) to (11), to the
currency and travellers cheques on hand. All controls were found to be in place.
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Mr A Bates
The Subpostmaster
06 March 2002
®
ad
OFFICE
Dear Mr Bates
Re: Aged Shortage - Horizon Case Write-Off
“an essential part of everyday life” www posto‘fice co.uk
OFFICE: Craig-Y-Don SPSO OFFICE CODE: 461 614
First of all I would like to apologise for the length of time it has taken to
resolve this matter. It has been necessary to formulate a consistent
approach for all such cases.
Post Office Ltd has received from you a short report setting out your
reasons why you do not accept liability for the shortage of £1,041.86p
at your post office
After due consideration of the facts surrounding the loss and of your
report, Post Office Ltd has decided to take no further action in respect
of the loss at your post office which will be written off. This decision has
been made without prejudice to Post Office Ltd's rights to recover any
future losses at your post office for which you may be liable under the
contract for services and does not affect any future liability you may
have for such losses.
To enable me to monitor progress for all such losses could you please
complete the section on the next page. Once the loss for £1,041.86p
has been cleared from your suspense account, you must return the
whole letter to me in the self addressed envelope provided. (A copy of
this letter is enclosed, for retention at your office).
If I do not receive a reply from you by 22 March 2002 then it will be
necessary for me to contact you to ascertain what the delay is.
Page 1 of 2
. 7 . Post Office Ltd
Mike Wiatrowicz Registered in England Number 2154540
Management Information Registered Office Gavrelte House, 2—14 Bunhill Row
86 Lionel Street tendon ECIY BHO
Birmingham B31 HQ The Post Office and the Post Office symbol are
registered trade marks of Post Office Ltd in the
UK and other countries
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Page 2 of 2
Re: Repayment by Deduction from Remuneration
Thank you for your co-operation in this matter
Mike Wiatrowicz
Management Information Support
Post Office Ltd
Finance
Management Information
Lionel House
86 Lionel Street
BIRMINGHAM B3 1HQ
Telephon’ “GRO”
Craig-Y-Don SPSO 461614
I have received a Write Off Authority Voucher to the value of
£1,041.86p which has been cleared from my suspense account on
(date)......................... and the voucher has been cleared in the
appropriate manner in cash account week number
Signature
Datestamp
Print Name
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STANDARD 9
orice Cea ¥ ou SPI
OFFICEFAD CODE L,) by.
COST CENTRE CODE (For completion in Finance) 25 Ubi Gite
AMOUNT £ O41 -S& p
AMOUNT IN WORDS Ont roused ong Joa One Poot Gtbey Sx
"LOSS CODE (SEE BELOW @) VEL O-\ 5
——
\
& &
Robbery 82125 Outward Rem Discrepancy [82115
Burglary 82040 Voucher Rem Discrepancy I 82100
CRU Personal Loss 82105 ATM Loss 82150
Counter Personal Loss 82035 SVM Loss 82035
Postshop Loss 82095 COBC 82130
Agent Loss 82065 I ERE Postal Order Fees 82080
Forged Note 82030_IIS¥8I RD Cheque 82055
Bank Note Shortage 82140 _ IB] Other - To be specified 82150
NHTO Coin Loss 82140 I B8%i Green Giro 82145
Girobank Coin Loss 82140 Housing Benefit 82145
Girobank Deposit Losses I 82140 NSB 82000
I Inward Rem Discrepancy I 82115 P&A 82090
Reason for write off (referring to Sections 2 or 3 of Losses and Gains Policy, as
Tapers) Disputid Horo Cam Moor Storage
Signature of Authorisation *
Name ( In Block Capitals)
Position
Date
Head of Finance Concurrence (where “eprops
Signature : aa
Date
“confirming reference to write off levels (Losses and Gains Policy Section 5)
and guidelines for relief (Losses and Gains Policy Sections 2 and 3)
69
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Area Office
Post Office Ltd
Celtic Court
Tremains Road
Bridgend
CF31 1TZ
21 May 2002
FOR URGENT ATTENTION PLEASE
Mr A Bates
Dear Alan
Subject: Outstanding missing voucher case for Green Giros -
Week 36 (w/e 28.11.01) - £200.00p discrepancy
I have received an e-mail from Jenny George ( Post Office Operations Team)
regarding the above outstanding missing voucher enquiry. In her e-mail,
Jenny informs me that your office has been sent an enquiry form regarding
this case which unfortunately has not been returned. It is important that the
enquiry form is completed as quickly as possible to allow the internal
accounting process to be completed. Can I please ask that you complete the
respective enquiry form and return it by 27.5.02 to Jenny George in the
envelope enclosed. If the enquiry form is not to hand, can you please contact
Jenny George on /
Many thanks.
GRO.
Retail Line Manager
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Authorisation for the award of one ponsithwninated alimeline projecting
lozenge }
cory or THOS NOMINATION FORM AND & gory
(PLEASE ENSURE THAT Any SU POSTMAS TER RETAINS 4
VOSTMASTRRS "KGRFFMPNT TO ESE TERMS)
Ok VEE LF TERS He wat tient CONST BITES THES!
Phe sub post office named below has been nominated fora frec-issuc projecting,
sign BLOCK CAPITALS PLEASE
Post Office
Caeser
NB The above name(s) will appear on the sign sure the details arc accurate
and legible. . Querse Nore
Full Postal
Address
Postal Town
office \
datestamp
Postcode
Tel No.
FAN Cade
I I
A free issue projet ting, sigh will only be awarded where the Sub
us accepts the following conditions. If they do not wish to
postnyaster/ postnastres
A copy of this pro-forma should be
do so, then they should aot he nominated
retained by the Sub-posimaster/ mistress for reference
wrise Lot
Fundertake al my Gwe exe
Maintain the signi
Keep it an good epan
Comply with all standards of quality and presentation as notified
in writing by POCL!
yaceept that the S430 jondt alt intellectual propery rights therein res
times in the ownership of PC ICL, and that pact xetain the right to:
y, receipl ota written request
sign, foowie
Sub-Vostmaster Name/dignatiure
TUN.M Name and Area Number
Cluster office and Region
POS Proyeching SEM”
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Area Office
Post Office Ltd
Celtic Court
Tremains Road
Bridgend
CF31 1TZ
16" February 2002
Mr A Bates
jubpostmaster
Re: Outlet Review 13" February 2002
Further to the above review, a short note to confirm the actions agreed:-
1. Horizon query ‘SC FCS Coll’ on Transaction Log - What does this stand for? Glenn
to raise query with Helpline. Act Glenn (As discussed with Suzanne today, the
Horizon Helpdesk ‘ believe the abbreviation stands for ‘Foreign Currency
Service Collection’. I hope this is of some help).
2. Discussion re. E-BAY (American Auction House) - Suggestion that Royal Mail/Parcelforce
should have links to the internet site. Glenn to raise with E-Commerce team and seek
feedback. Action: Glenn (e-mail sent 16/2/02)
3. Glenn to request Paypoint Defence Pack from Sales Support Team, Birmingham. Action:
Glenn (Requested 16.2. 02)
4. Post Office Lozenge - Glenn to confirm situation re. PO lozenge sign. Action: Glenn
(After speaking with the Network Transformation Team, I can confirm that in view of the
current financial crisis affecting Consignia, funding for new signage has unfortunately
been cancelled. Apologies for this. As promised however, I will obtain a new ‘old style’
lozenge to replace your current faded sign).
5. National Lottery - Glenn to speak with Larry Kightly (Camelot Field Sales Executive) and
Hopefully I have covered
know via the Helpline (7
enquire re. the possibility of Craig Y Don SPSO. obtaining the On-line Lottery facility.
Action: Glenn
Ht th
ions agreed. If I've missed any can you please fet me
Kind Regards.
GRO.
Glénn Chester
Retail Line Manager
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1 May 2001
Dear Mr Bates
Various Issues
Please accept my sincerest apologies for not replying sooner to your letter,
dated 1 February. This was caused by an administration oversight on my
part.
In response to your issues about including additional services in your offices,
Ehave consulted the Internal-Account Management Team to ascertain Post
Office Network’s (PON) view. In an ideal world all post offices should be able
to offer all products and services, unfortunately this practise is not cost
effective and means that some of the networks have to be restricted i.e.
DVLA, UKPA, prepay vouchers to name a few.
The number of offices in these restricted networks are continually being
reviewed and monitored. A number of reviews have just been completed and
the criteria for any additions to each network were agreed by the clients,
Market Facing Units (MFU’s) and PON. This was forwarded to Post Office
Consulting to ascertain a list of offices that fit the agreed criteria.
Below you will find the results concerning the specific networks that you
stated in your letter:
« Motor Vehicle Licensing - The review confirmed that 92% of the
population in Britain were situated within 2 miles of an office offering the
DVLA facility. This means that PON are meeting the requirements to fulfil
the service availability that the DVLA require. There are no plans to
increase this accessibility, at this moment in time.
* Photo on Licence - This is a relatively new service for PON and was only
rolled out to the Branch Office network totally, six months ago. There are
no plans at the moment to extend it any further in the Network.
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¢ Passport Checking - This network has just been reviewed and a number of
additional offices were added. Monitoring these additions will identify
whether there is further scope to increase the network, and if this is the
case outlets will be identified by the same processes used for the original
review.
¢ On Demand Bureau de Change - First Rate and the MFU are currently in
discussion about the way forward with this Network. They will be
finalising their requirements and the criteria required to be met for any
network changes. This criteria will then be applied to identify suitable
outlets.
I sympathise with your frustration in not being allowed to offer a wide range
of products and services. However, I have forwarded your letter to the
Internal Account Management Team. The letter provides a good statement of
intent to be included in any Network reviews and these will be considered as
the opportunity arises.
Tam sorry that you have had cause for concern and if you have any issues
regarding network reviews, please do not hesitate to contact me on the
number below.
Yours sincerely
Sue Perry
Sales Support
Telephone
Facsimile
E-Mail
Copy Gerry Hayes RNM
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Loa
ae
oh
15 June 2001
Mr A Bates
Subpostmaster
Dear Mr Bates
Thank you for your letter dated 7 June.
Tam sorry Iam unable to respond immediately nevertheless, may I assure
you that Lam dealing with your-enquiry.-Due to the nature of your query I
have forwarded it to the Operations Manager dealing with Network
Realignments, Roger Wood.
Roger has kindly agreed to respond to your letter and if you have any further
comments, please address correspondence to:
Mr R Wood
Post Office Network
Gavrelle House
Second Floor, South
2-14, Bunhill Row
LONDON
EC1Y 8HQ
Please allow a couple of weeks for Roger to obtain the information to respond
to your letter in full.
Yours sincerely
Sue Perry
SALES SUPPORT
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Sue Perry
Sales Support
Post Office Counters Ltd
Lionel Street
Birmingham
B3 1HQ
7" June 2001
Dear Ms Perry
In reply to your letter dated 1* May 2001 which really fails to meet many of the comments of
my original letter and purely offers the standard responses, I would like to request further
information.
Why is it that the majority of new services such as Photo on Licence and Passport Checking
are always given to the Branch Offices as a matter of course, when it is the Branch Offices
themselves which are losing nearly £1 million per week and so in reality are being subsidised
by sub offices like ourselves? From the position of running a sub office it would seem that in
such instances, even if it is not a policy, the reality of the situation seems to show that The
Post Office is operating a restrictive practise in order to prop up the ailing part of the
business, in this instance the Branch Offices. This is certainly not in the best interests of the
customer and unlike the senior management I do spend considerable time with customers and
I do have some understanding of their needs. Paragraph two of your letter states ‘In an ideal
world all post offices should be able to offer all products and services, unfortunately this
practise is not cost effective,’ so how is it cost effective to subsidise Branch Offices to the
tune of £50 million per year?
In my original letter dated 1“ February 2001 I pointed out that my office is growing the
volume of its business month by month over previous years figures, but in real terms my
income from the Post Office is reducing month after month. I presume that is either to prop
up the Branch Office network or to try and recover some of the outrageous costs associated
with the appalling disaster called Horizon. Before taking over this office three years ago I
had spent many years working with new epos systems, both off the shelf and custom made
and by comparison to what Horizon could have been, the current system is a joke. Speaking
from the point of view of someone working on the counter, who has spent years working with
effectives systems it is only too obvious that the system is overly complicated, slow and
cumbersome. The totally inadequate report system has been made so complex and lacks the
ability to interrogate the system when you know the information is inside. This is not only
frustrating but causes hours of extra work for which again we do not get paid. The
introduction of the system at this office has personally cost me between £1000-2000, but
tegardless of who you talk to nobody wants to know, it is always someone else’s
responsibility, never theirs!
There is no sign anywhere from any of the senior management of Post Office Network that
they have a real grasp or experience of what happens at the counter. There are however
plenty of words printed of how wonderful the future will be, but the future is here now and
business is shrinking, and almost nothing has appeared on the counter to offset the loss,
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When we took over the business three years ago, a condition imposed by POCL was to open
lunchtimes and Wednesday afternoons, but the salary for the office was not increased to
cover this. We were told the extra revenue generated during these periods would cover costs.
Three years on and there is still no sign of this so called extra income as the reality is that
business has just time shifted; Oh, we also have to redirect all the people wanting MVL’s to
the nearest Branch Office as all the surrounding sub offices which offer MVL’s are closed on
lunchtimes and Wednesday afternoons. These extra hours, nearly 500 over the year, have
effectively reduced our salary an extra £2000 per year, but nobody wants to know or do
something real to try and help!
Whilst am commenting on the ways POCL bullies financial pressures onto a small business
such as ours, there is the matter of the National Lottery Terminal at this office. This not only
formed part of the contractual conditions for taking over the office which required us to stay
open longer on Lottery night to provide the service, but also formed part of our income in our
business plan. Within a few months of taking over the business and doubling the Lottery
turnover, POCL came and took the terminal away as you felt you could make more money
with it elsewhere, a sort of ‘to hell with the contract we can do whatever we like, we’re
POCL’ attitude, and again nobody wants to know!
Returning to your letter you state ‘that 92% of the population in Britain were situated within
2 miles of an office offering the DVLA facility’. The 92% was achieved without Craig-y-don
Post Office and presumably these offices also offer all other Post Office products. Therefore
Post Office products would still be available to 92% of the population if Craig-y-don Post
Office closed. So either make me an offer to close the Post Office side of my business and
thereby increase the profitability of surrounding offices or provide me with the services my
customers require and ensure the viability of this office. To let the situation fester on is not
only poor management with an increasing financial burden for this and the other surrounding
offices, but it also raises the question of the morality of Post Office Networks’ actions.
I know your response to my queries and comments will be how you sympathise with my
comments and how they have been forwarded to whoever, but at the end of the day, nobody
dill he bility to actually do something real and make a difference.
Subpostmaster Craig-y-don Post Office
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A)
Mr A Bates
baenneenneneeenanneeeunneenatiieenniena J 16 July 2001
Dear Alan
Cash Account Loss £1041.86
Thave received correspondence from the Management Information Support Duty
in Birmingham advising me that they now require repayment for the loss of
£1041.86 currently held in Table 2a of your Cash Account.
Unfortunately neither the visits from Selwyn Berry and Ki Barnes nor the pension
& allowance checks carried out for the problematic weeks, revealed specific
reasons as to how the resultant loss of £1041.86 initially occurred.
I would therefore appreciate if, as a matter of some urgency, you could advise me
of your proposals to now make good the loss.
Yours sincerely
‘GRO.
Gerry A Hayes
Retail Network Manager
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Mr Gerry Hayes Alan Bates
Retail Network Manager r
Post Office Network i R O
60 Deiniol Road !
BANGOR Lo
LLSTYAA nee
18" July 2001
Dear Gerry
In reply to your letter dated 16 July 2001 I would like to draw your attention to the
letter I sent you on the 19" December 2000. It related the problems with Horizon
which I believe led to the losses at that time.
As I have said to you and every other person that has ever visited with regard to the
problems with the Horizon system, it is nigh on impossible to access the data I as a
subpostmaster need in order to track problems or accept responsibility for the
processing through this office. It is not that the data is not within the system, and it is
not that Chesterfield can access this data in many other ways. But I as a front line user
need to be given the tools, such as a report writer package which can access files on a
read only basis, to enable me to look for problems, duplications or errors, easily and
effectively. The alternative, and this seems to be the essence of your letter, is that I
should subsidise the shortcomings of this system.
Thope this clarifies my position and answers your letter.
ibs: r
Yours sincerely
“Ala Bates
Subpostmaster Craig-y-Don Post Office
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Electron
To:
cc:
Hard Copy To:
Hard Copy ce:
Date: 04/09/2001 16:44
From:
Subject: CRAIGYDON SPSO 461614 LOSS OF £1041.86
wish to inform you that the Spmr Mr Alan
Bates has refusea to compromise in any way in respect of honounng the loss of £1041.86.
advised him that he would be in breach of contract if the shortage was not made good and he Teplied that he would be
Prepared to go to court to defend his actions.
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Mr Gerry Hayes Alan Bates ay
Retail Network Manager ' '
Post Office Network i i
60 Deiniol Road I I
BANGOR ' i
1
19" December 2000
Reference: Horizon Faults
Dear Mr Hayes
Further to our telephone conversation on the morning of Thursday 14th December
after the problems with our balance the previous day, I thought it prudent to confirm
the details to you in writing.
The balance at this office on the Wednesday the 13" December was not only very
stressful but also very worrying. The evidence that appeared during that day proved
beyond any doubt that the Horizon system cannot be relied upon to give 100%
accurate figures. The problem which was highlighted to this office that day was with
regard to Giro Deposits and at one point the weekly returns were showing a variance,
to the addition of the daily returns, of over £6000.
The whole of that afternoon was spent making a number of phone calls to the
different helplines, one of almost 1 hour long, and kept two of the three terminals
producing nothing but reports, at a peak trading time when we had queues out of the
door, though eventually I did manage to track down the majority of the money. That
said the cash account for that week is still showing a shortage of £1182.81. Ican
without any doubt attribute £368.50 of that to Giro items that have been double
entered and that I am unable to track because of the way Horizon is set up. Of the
remaining £814.31 shortage, I am presuming that £409.15 of that is the shortage from
the previous week that has become added to the total. This leaves a difference
£405.16 which I am unsure of where it comes from. It may well be a Giro system
error as might be the previous weeks £409.15 shortage or it may be something else.
Unfortunately the current Horizon system does not let you access previous
transactions adequately enough to track problems with shorts or overs at the end of
the week.
Having spoken to the local Branch Secretary of the Federation of Subpostmasters on
these problems and realising the problems I am experiencing are being found by
others around the country I really do believe it would be unreasonable for Post Office
Network to hold me liable for losses on the cash account until such time as 100%
guarantee can be given about the accuracy of Horizon.
Thad been hoping to leave any comments in writing about Horizon until the Office is
quieter in January and then write a detailed submission about the cost we have
incurred with it (around £1000), the problems with the counter (staff working with
money and stamp books on chairs or on the shelf behind them), the very poor layout
E1/50/64
of the screen and menus, the slowness of the printers, the lack of report writing
facilities, the chaotic end of day and end of week procedures and the problems of
having to do ‘office work’ at a terminal on the counter. Given time I shall produce
the report for you.
Please do not think that I am being nothing but negative about the system, I am a firm
believer in the way forward being through such a system. But bear in mind my
comments are made by someone who has had considerable experience of EPOS
systems before joining the Post Office in 1998. I first began working with them in
1986 and have used a variety of systems, I have been involved with running an
assessment program on one system and have developed and implemented a large site
specific package with a software development company. So I do have some insight
into these systems and I would gladly be willing to offer constructive feedback if
asked,
With regard to the current deficit showing on our cash account for last week how do
you want me to progress this week’s balance? Should I just roll it through and see
what happens, or what?
I would be very grateful for any guidance or assistance you can offer on this matter.
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Mr Gerry Hayes Alan Bates 0.
Retail Network Manager _ I
Post Office Network i j
60 Deiniol Road I
BANGOR : :
LEST IAB Rrnnennencnnnnnd
18" July 2001
Dear Gerry
In reply to your letter dated 16” July 2001 I would like to draw your attention to the
letter I sent you on the 19" December 2000. It related the problems with Horizon
which I believe led to the losses at that time.
As I have said to you and every other person that has ever visited with regard to the
problems with the Horizon system, it is nigh on impossible to access the data I as a
subpostmaster need in order to track problems or accept responsibility for the
processing through this office. It is not that the data is not within the system, and it is
not that Chesterfield can access this data in many other ways. But I as a front line user
need to be given the tools, such as a report writer package which can access files on a
read only basis, to enable me to look for problems, duplications or errors, easily and
effectively. The alternative, and this seems to be the essence of your letter, is that I
should subsidise the shortcomings of this system.
I hope this clarifies my position and answers your letter.
ig r
~-Mawen.eissaaralenny
GRO
Subpostmaster Craig-y-Don Post Office
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Mr A Bates
Subpostmaster Craig y Don SPSO
‘GRO
23 May 2001
Dear Mr Bates
Further to our meeting of 18 May 2001, I have forwarded an official privacy notice and
arranged for the Sales Support Team in Bristol to send you an apology notice in respect of
—the non-issuing of MVL’s.at Craig y-Don.
Thave also forwarded some ‘Please wait here’ tape and a four-ring binder with product
knowledge quiz answers for April and May enclosed within. Could I please ask for
June’s quiz, which is due to be sent to you shortly, to be completed by all members of
staff with all answer sheets subsequently filed in the binder for my future reference.
Finally, I have made arrangements for Selwyn Berry to call at your office on Friday 8 June
2001 to assist with the resolution of accounting errors. Hopefully the outcome of the
P&A check will then be known and this may give us a clearer picture as to how to
proceed with clearance of the outstanding loss currently held in the office’s suspense
account.
Please do not hesitate to contact me if you have any issues to discuss prior to my next visit
with Selwyn on 8 June.
Yours sincerely
Gerry A Hayes
Retail Network Manager
1/50/67.
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Mr A Bates
Subpostmaster Craig y Don
16 July 2001
Dear Alan
Cash Account Loss £1041.86
Ihave received correspondence from the Management Information Support Duty
in Birmingham advising me that they now require repayment for the loss of
£1041.86 currently held in Table 2a of your Cash Account.
Unfortunately neither the visits from Selwyn Berry and Ki Barnes nor the pension
& allowance checks carried out for the problematic weeks, revealed specific
reasons as to how the resultant loss of £1041.86 initially occurred.
I would therefore appreciate if, as a matter of some urgency, you could advise me
of your proposals to now make good the loss.
Yours sincerely
Gerry A Hayes
Retail Network Manager
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Mr Gerry Hayes Alan Bates
Retail Network Manager i
Post Office Network
60 Deiniol Road '
BANGOR
LL57 1AA
19" December 2000
Reference: Horizon Faults
Dear Mr Hayes
Further to our telephone conversation on the morning of Thursday 14th December
after the problems with our balance the previous day, I thought it prudent to confirm
the details to you in writing.
The balance at this office onthe Wednesday the 13" December was not only very
stressful but also very worrying. The evidence that appeared during that day proved
beyond any doubt that the Horizon system cannot be relied upon to give 100%
accurate figures. The problem which was highlighted to this office that day was with
regard to Giro Deposits and at one point the weekly returns were showing a variance,
to the addition of the daily returns, of over £6000.
The whole of that afternoon was spent making a number of phone calls to the
different helplines, one of almost 1 hour long, and kept two of the three terminals
producing nothing but reports, at a peak trading time when we had queues out of the
door, though eventually I did manage to track down the majority of the money. That
said the cash account for that week is still showing a shortage of £1182.81. Ican
without any doubt attribute £368.50 of that to Giro items that have been double
entered and that I am unable to track because of the way Horizon is set up. Of the
remaining £814.31 shortage, I am presuming that £409.15 of that is the shortage from
the previous week that has become added to the total. This leaves a difference
£405.16 which I am unsure of where it comes from. It may well be a Giro system
error as might be the previous weeks £409.15 shortage or it may be something else.
Unfortunately the current Horizon system does not let you access previous
transactions adequately enough to track problems with shorts or overs at the end of
the week.
Having spoken to the local Branch Secretary of the Federation of Subpostmasters on
these problems and realising the problems I am experiencing are being found by
others around the country I really do believe it would be unreasonable for Post Office
Network to hold me liable for losses on the cash account until such time as 100%
guarantee can be given about the accuracy of Horizon.
Thad been hoping to leave any comments in writing about Horizon until the Office is
quieter in January and then write a detailed submission about the cost we have
incurred with it (around £1000), the problems with the counter (staff working with
money and stamp books on chairs or on the shelf behind them), the very poor layout
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of the screen and menus, the slowness of the printers, the lack of report writing
facilities, the chaotic end of day and end of week procedures and the problems of
having to do ‘office work’ at a terminal on the counter. Given time I shall produce
the report for you.
Please do not think that I am being nothing but negative about the system, I am a firm
believer in the way forward being through such a system. But bear in mind my
comments are made by someone who has had considerable experience of EPOS
systems before joining the Post Office in 1998. I first began working with them in
1986 and have used a variety of systems, I have been involved with running an
assessment program on one system and have developed and implemented a large site
specific package with a software development company. So I do have some insight
into these systems and I would gladly be willing to offer constructive feedback if
asked.
With regard to the current deficit showing on our cash account for last week how do
you want me to progress this week’s balance? Should I just roll it through and see
what happens, or what?
I would be very grateful for any guidance or assistance you can offer on this matter.
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Mr Gerry Hayes
Retail Network Manager
Post Office Network
60 Deiniol Road
BANGOR
LLS7 LAA
1* February 2001
Reference: Various Issues
Dear Mr Hayes
In this letter I was planning to address two distinct areas of reference. The first being
business development within our Post Office, the second referring to Horizon, but as a
Horizon Support Officer is visiting us next week I will leave Horizon until after his visit.
With regard to the how to develop the business further within this Post Office, I have
identified a number of areas of opportunity that could be followed up with the assistance of
Post Office Network. Though before raising these points I thought it would be of use to
examine the current business the office is obtaining.
Looking back over the monthly sales reports, it is clear that apart from a couple of items this
office is steadily growing trade month after month, when compared to previous years’
figures. The two main items which have declined are Pension payments and budget stamps.
The Pensions have reduced in line with the national trend, as more people have their money
paid directly into banks, and the decline in the budget stamps to some degree falls victim to
this trend. The budget stamp reduction has also been replaced by an increase in APT or APS
sales, so it is not all lost.
As you are aware, we have been improving the facilities within our business and the
relocation of the Post Office counter has been warmly met with approval from the majority of
our customers and it has help offset, to a small extent, the slowing down of service resulting
from the introduction of Horizon. We have not finished our improvements but when they are
complete I hope the office will present an efficient, modern and professional service to the
community, well able to meet the demands of its customers. In response to requests from the
local community we have recently signed a contract for a instant photo booth to be located
by the counter in order to assist customers to obtain the photographs they need for both
Passports and driving licences. There are also many other services which we intend to
introduce over the next twelve months in response to community needs, but there are a
number of needs that can only be fulfilled by Post Office Network. These currently are:-
* Motor Vehicle Licensing — This is by far the most heavily requested service which we
are unable to provide. There seems to be many myths about why we are unable to
provide this service, the most common one being that to allow us to provide MVL’s
some other office would have to lose the service and that would not be fair. But if
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that had been true we would not have lost our National Lottery terminal to another
office, soon after we had taken over this business,
© Passport Checking — We tum away scores of customers requesting this service, even
being able provide the forms would help.
¢ Driving License Checking ~ Again the demand is there but we are unable to meet it,
In both this and the Passport issue if there was no real demand we would not be
installing a photo booth. We are doing our bit to support the needs of the customer,
hopefully Post Office Network will do theirs,
* Bureau de change — Currently pre-order, but again we are losing considerable
amounts of business because we unable to offer what the customer needs,
There may well be other services that Post Office Network i
but those identified above would be the most effective
trade at this office. It should be remembered that Craig-y-don does fi
agency which does not provide Bureau de change, and also it is still Telatively to park
Craig-y-don and many people in the district use the village just to stop off for a few minutes
to attend to their business.
In the Post Office we are constantly be asked to ‘tweak’ sales, but the opportunities I have
identified would grow the business significantly, if that is what Post Office Network wants.
Even if these services were introduced and realistic targets set for a twelve month period in
order to keep them, I would have no doubt that Post Office Network would be more than
happy with the results.
I look forward to the opportunity to discuss these issues and how best we can provide the
Services. qur.customers.seallu.do need on your visit next week.
Craig-y-don Post Office
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Mr Gerry Hayes _Alan Bates
Retail Network Manager ! :
Post Office Network I ;
60 Deiniol Road j I
BANGOR : !
LLS7 1AA H i
20" April 2001
Reference: Various Issues letter dated 1" February 2001
Dear Mr Hayes
I wrote to you on the 1* February with regard to a number of issues. When you last visited
this office you informed me that the letter had been forwarded to others for a response. Do
you know when I will receive a reply to my original letter?
Also on the matter of date stamps we have been receiving a number of complaints from
customers about our date stamps being incorrect. They currently read ‘CRAIG-Y-DON
LLANDUDNO GWYNEDD? (or in one instance reads ‘GRAIG’ instead of ‘CRAIG’), and
one recent customer was so concemed that they planned to take the matter up with the
National Assembly in Cardiff.
What is Post Office Networks policy on this issue and how should we respond to customers
who raise this inaccuracy?
If further information is required please do not hesitate to contact me.
Craig-y-don Post Office
E1/50/73
iGROP
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Mr A Bates
ig y Don SPSO
23 May 2001
Dear Mr Bates
Further to our meeting of 18 May 2001, I have forwarded an official privacy
notice and arranged for the Sales Support Team in Bristol to send you an apology
notice in respect of the non-issuing of MVL’s at Craig y Don.
Thave also forwarded some ‘Please wait here’ tape and a four-ring binder with
product knowledge quiz answers for April and May enclosed within. Could I
please ask for June’s quiz, which is due to be sent to you shortly, to be completed
by all members of staff with all answer sheets subsequently filed in the binder for
my future reference.
Finally, I have made arrangements for Selwyn Berry to call at your office on
Friday 8 June 2001 to assist with the resolution of accounting errors. Hopefully
the outcome of the P&A check will then be known and this may give us a clearer
picture as to how to proceed with clearance of the outstanding loss currently held
in the office’s suspense account.
Please do not hesitate to contact me if you have any issues to discuss prior to my
next visit with Selwyn on 8 June.
Yours sincerely
erry A Hayes
Retail Network Manager
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Cyraawyppwe Cyanine Pim Dinectox oF PLansine
Swypneky op Disesic Civic Orrters
Bak Conwy Conwys Bay
LL29 BAR 11.29 RAR
CYNGOR BWRDEISTREF SiROL
COUNTY BOROUGH COUNCIL
R. G. Wild Ba mc pMs MSc MRTPI
28" February 2000
Dyddiad / Date DR/AD/R/3/2/9
i En yf I Our ret
i Exch cxf J Your ref Mr D Rigby
I 5206
Golynnwek am ! Please ask for
Est Ext
‘linell Uniongyrehel # Direct Line
Dear Mr Bates,
Thank you for your letter of the 19" February enquirying into the relationship of your property
to the Conservation Area.
'can confirm that your property does lié within the Conservation Area boundary and I am
pleased to note that the Post Office retail network consider signage in more detail for
Conservation Areas.
With regard to planning approvals for new signage could you please discuss this with Mr Neil
Walters the Development Control Officer who will deal with the application when it is
submitted.
Yours faithfully,
P M Detheridge
J’ Assistant Director Forward Planning
c.c Neil Waiters
Fron (Tre (01492) 574000 E1/50/75
Mr A Bates
Subpostmaster
Dear Mr Bates
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Cownteri Swyddfa'r Post Cyf
Post Office Counters Ltd
G January 1999
ON LINE LOTTERY TERMINAL RELOCATIONS
I wrote to you in September to inform you that we were considering removing the
lottery terminal from your office. We have held a meeting to decide which terminals
need relocating and I am sorry to have to tell you that we decided to relocate the lottery
terminal from your office. The terminal will be switched off by Camelot on Wednesday
27 January and collected from your office shortly after that. I shall arrange for a notice
to that effect to be sent to you for display.
When making our decision we took full account of all the relevant factors. These
included the viability of your office, your sales figures, what steps have been taken to
increase sales, and the social and economic climate in your area. However, we have not
been persuaded that the terminal should remain in your office.
I understand this decision will be extremely disappointing for you, but it has been taken
with the overall needs of Post Office Counters in mind, and in the best interests of the
business as a whole. Please feel free to discuss any aspects of this decision with your
Retail Network Manager as we wish to do everything we can to support you in the
future.
INVESTOR IN PEOPLE
Cownteri Swyddfa'r Post Cyf
Post Office Counters Led
Gogledd Cymru a Gogledd Orllewin Lloegr
North Wales and North West
Capstan House, Chandler's Point
35 Broadway, Salford Quays
Salford Ms 2¥
FfacsimitifFacsimite
Pott ce Count
Ne: 2154540
ig Edvard 5
ed Registered in Egan
1d Ofc King Eda Bg
mndon §CIA TAA
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Mr Mike Wakley
Post Office Limited
Celtic Court
Tremaines Road
BRIDGEND
CF31 1TZ.
30" December 2002
Reference: National Lottery Terminal
Dear Mr Wakley
During your recent visit to this office, you commented that the removal of the National Lottery
terminal which was at this office when we took over, was as a result of a decision made by
Camelot.
In order to set the record straight, I have enclosed for your information a copy of one of the
many letters I received from Post Office Counters Limited which clearly identifies the decision
was made by POCL.
My comments at that time and on many occasions since, have highlighted that the income from
the lottery terminal formed an important part of our business plan when purchasing this office.
In the office specific terms of appointment POCL identifies the terminal in two separate
sections. During the eight months we had the terminal we doubled the lottery turnover the
office had had when we took over. If we ever arrive at a stage where we are formally looking
at contractual obligations, then the matter of the losses we have incurred since the removal of
the terminal will need to be addressed
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Mr A Bates
14 January 2002
Dear Mr Bates
Thank you for your letter of 7" January 2002 regarding the counter shortage
of £1041.86p currently being held in your office suspense account.
Taking into account the length of time which has now elapsed since your
concerns were first raised, I would agree with your comments that this matter
now needs to be brought to a swift conclusion and I offer my apologies for the
delay. With a view to bringing this matter to a speedy conclusion, I have
forwarded your letter onto Mike Wiat ffice Ltd, Management
Information Team, Birmingham Tel.” 0 co-ordinates and
controls all such enquiries. I have asked Mike Wiatrowcz to pursue this
matter with some urgency and hope to be in a position to reply to you shortly.
Yours sincerely
Glenn Chester
Retail Line Manager
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Mr Glenn Chester Alan Bates
Post Office Limited
Celtic Court
Tremaines Road
BRIDGEND
CF31 1TZ
7" January 2002
Reference: Horizon Faults
Dear Mr Chester
As you are aware the cash account for this office is still showing an amount of
£1041.86 in the suspense account. This cumulative figure was placed in the suspense
account towards the end of 2000 and I have on doubt at all that it was due to errors in
the Horizon system over a number of weeks at that time. In my letters to Gerry Hayes
dated 19" December 2000 and 16" July 2001, neither of which did I receive a written
reply to, I gave further details on this matter.
I really do think that enough time has now passed for Post Office Limited to have
resolved this issue and that unless I receive a written comment to the contrary by the
end of this month I will take it that this matter is closed. When I signed my contract
with Post Office Counters I did not sign to accept the liabilities arising from the
shortcomings of a less than adequate Horizon system, all liabilities from such a
system are clearly the responsibility of Post Office Limited or ICL Pathway.
Allowing this issue to drag on not only continues the stress and strain of the original
problems but J fear also continually casts doubt over my honesty and that of my staff.
Therefore I would greatly appreciate it if you would bring this matter to a head in
order that we can move on.
GRO
‘sSuppostmaster'Craig-y-don Post Office
Copies to:
Mr D Foster, Gwynedd Branch Secretary National Federation of Subpostmasters
Mr C Baker, General Secretary National Federation of Subpostmasters
E1/50/79
Mr Mike Wakley
Post Office Limited
Celtic Court
Tremaines Road
BRIDGEND
CF31 1TZ
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Alan Bates
30" September 2002
Reference: Office Procedures letter dated 21" August 2002
Dear Mr Wakley
I refer to my letter to you dated 21*t August 2002. As you suggested, I contact the helpline and
faxed a copy of the letter to them. They in turn have informed me that they are unable to
supply a written reply to my queries. In pursuing the matter on my behalf they were informed
that these were contractual matters and as such were not able to respond to these questions.
So Lam now back where I started, totally unclear as how to deal with the situations I described
in the original letter. Though I am now concerned about any liabilities arising from the queries
raised. I believe I am right in presuming that these will remain with Post Office Limited until
such time as acceptable written guidance is provided, anything other would be unreasonable.
Copied to NFSP
GRO
E1/50/80
bec:
Hard Copy To:
Hard Copy ce:
Date:
From:
Subject:
02/10/2002 18:16
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Craig- y-_ Don queries regarding postoffice procedures for secure area and resulting I Habilifies
with reference to the spmr.contract. .
E1/50/81
was. contacted by Alan
Bates Postmaster at the above office, asking for clarification ot correct postoffice procedures with .
reference to access to the secure area and any resulting liabilities. Alan has requested any responses
in writing so that in case of any incidents he will be covered by previous correspondence. :
Alaninformed. _ that he sent.a.letter titled Office Procedures to yaur office regarding this. on 21
August 2002 and sent a duplicate to have addressed the first query
regarding cash co with the pm and have referred him to. Recait and Inventory. have also addressed
the last query by informing Alan that there is no a list issued to particular types of sub postoffice
indicating what forms and leaflets the office shauld hold for it's type.
. have also informed the pm with regards to the third question in paragraph six that there are no
femporary post boxes for oversized parcels.during the Christmas period. These responses have been
accepted verbally and the pm has not requested written confirmation of this.
A colleague contacted Alan and Alan was discussing the sub
postmasters contract with reference to Health and Safety and the acceptance of parcels outside of
the. secure area. and any liabilities. we will not be able to. address
the remaining issues with the pm if he is relating them to his contract as we are, for good reason, not
allowed/tequired to have access to this. As a cesult we. are unable to put anything.in weiting which is
something Alan is insisting upon.
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Mr Mike Wakley _Alan Bates
Post Office Limited i
Celtic Court i
Tremaines Road :
BRIDGEND i
CF31 1TZ i
30" October 2002
Reference: Office Procedures
Dear Mr Wakley
Earlier this month, on your visit to this Post Office, you issued me new documents to assist in
providing answers to the questions I raised in my letter to you dated 21" August 2002.
The documents were pages 1, 8, 9, 13, 14 and 15 of Post Office Counters Ltd Security Manual
Chapter 3 Section 1, Issue No 4 and pages 1, 3, 53 and 72 of Post Office Counters Ltd Section
1 and Appendix 2 of the Subpostmaster Contract and Status, Issue September 1994.
Though a number of sections in these documents were highlighted, such as clearly stating that
postmen must not be admitted into the secure area, they failed to give clear and unambiguous
instruction or guidance as to how to deal with the items as listed in my original letter.
Iam sure that you will appreciate that many of the queries in the August letter are not simply a
matter of security but also have many Health and Safety implications, and I can find no
reference to H&S in the documents provided. Any assistance you an offer on this would be
appreciated.
I don’t know if it would help but I have quite a good working relationship with my local MP,
who has a keen interest in Post Office issues and is involved with a number of Parliamentary
interest groups looking into the Post Office. I am sure she work be delighted to try and assist
in bringing clarity to some of these Health & Safety issues if asked. Please let me know if you
--~ would like.me.to.make.the request.
‘GRO
“ACY Bates; ‘Suppostmastér Craig-y-Don Post Office
Copied to NFSP
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Celtic Court
Tremains Road
BRIDGEND
Mid Glam
4 November 2002 CF31 1TZ
Dear Alan
Health and Safety
Thank you-for your letter dated 30" October 2002
Please be advised that t have forwarded your letter on to the appropriate
department for a reply.
Yours sincerely
Mike Wakley
Retail Line Manager
Tel No}
Fax No}
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Mr Mike Wakley
Post Office Limited
Celtic Court
Tremaines Road G RO I
BRIDGEND Hl i
CF311TZ i
30" September 2002
Reference: Office Procedures letter dated 21" August 2002
Dear Mr Wakley
I refer to my letter to you dated 21° August 2002. As you suggested, I contact the helpline and
faxed a copy of the letter to them. They in turn have informed me that they are unable to
supply a written reply to my queries. In pursuing the matter on my behalf they were informed
that these were contractual matters and as such were not able to respond to these questions.
So I am now back where I started, totally unclear as how to deal with the situations I described
in the original letter. Though I am now concerned about any liabilities arising from the queries
raised. I believe I am right in presuming that these will remain with Post Office Limited until
such time as acceptable written guidance is provided, anything other would be unreasonable.
GRO
ee ‘Alaii Bates, Subpostiwaster Craig-y-Don Post Office
Copied to NFSP
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Mr Mike Wakley Alan Bates,
Post Office Limited I !
Celtic Court i I
Tremaines Road : :
CF31 1TZ L
11" November 2002
Reference: Network Reinvention — Urban Branches
Dear Mr Wakley
As you are aware we are one of the 9000 urban offices from which the 3000 office closures
will be selected and as such, I thought it would be helpful to clarify in writing our position on
this issue.
Earlier this year, at the time of being asked for our views by Post Office Limited with regard to
our branch and in my subsequent further conversations with you, I have stated the following
position. That we would be willing to stay on only if we are able to offer full services, which
would include DVLA, Passports, etc. Items which were available along the road in Boots in
Mostyn Street until it closed down earlier this year and which are constantly requested by our
customers.
Realistically we will not be able to survive without these extra services as when I look closely
at our customer base and their particular needs, the ACT effect over the next few years is likely
to result in a loss of 60-75% of our current business. Our business will totally collapse before
that point.
We took over the business four and a half years ago, since then we have spent many tens of
thousands of pounds undertaking, from our point of view, major building and refurbishment
schemes of the premises. At our own expense we have brought the Post Office to the front of
the building where it now commands the main entrance and dominates the business. You only
have to look at our sales figures for the last couple of years to see how these improvements,
amongst others, have resulted in a steady month on month and year on year growth in our
business. Though any benefits received from this extra business have quickly been overtaken
by increased overheads, for example our wage bill is now 50% higher than it was when we
took over.
Also reinvention has now stopped us in our tracks with regard to developing the rest of our
business. When you were here last I showed you around the rest of the property which we had
recently finished refurbishing. We have a whole new area ready for fitting out and stocking,
probably 30-40 metres of wall space which on average will cost about £1000/mtre to stock.
With the present uncertainty there is no way we can commit to such an expenditure.
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Reinvention has now begun and I would very much appreciate it if you would forward my
letter with a request that this office be assessed at the garliest possible opportunity in order that
we can continue our development of the business or make the necessary arrangements. Our
business does survive purely from the Post Office, the private side makes a substantial
contribution to the overall viability. Making us stand still for the next three years would in
effect be subjecting us to a ‘death by a thousand cuts’ (or days), and knowing our current
commitments and the proposed timetable of ACT I doubt whether we would be in a position to
Alan Baies, Sihpos
aster Craig-y-Don Post Office
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To:- ce.
Fro
Ret
Date:- 15"November 2002
Subjegt:- Craig y Don
Please see attached correspondence form Alan Bates, Subpostmaster, Craig y Don.
Within Alan’s letter he has pointed out his clear concerns and the development he has
undertaken and has planned.
As requested, within his last paragraph he is seeking that his office is assessed as
soon as possible.
would.be grateful if you could reply to Alan, as he is most anxious.
E1/50/88
Mr Mike Wakley
Post Office Limited
Celtie Court
Tremaines Road
BRIDGEND
CES1 TZ
26” November 2002
Reference: Health & Safety Issues
1 note the comments of your letter dated 11°” November 2002, the contents of which has left me
concerned over a number of issues which Lwill now list.
Prior to the installation of Horizon at this office, I raised the matter of the Health & Safety
conformity of the equipment with the Horizon Implementation Team and the Post Office. fam
sure you are aware that it is a HSE requirement for all employers to undertake « H&S
assessment of new equipment brought into a business. My particular concern related to
svhether or-not the equipment came under the Display Screens Equipment Regulations of 1992.
{ spoke to many people and sent through considerable correspondence on this issue.
Eventually [ was told to forget it, as ICL Pathway and Post Office Counters Limited had
ensured the system met all U&S criteria, Having received that assurance I let the matter drop,
though I haye-neither been convinced nor received any written confirmation of the conformity.
Also as the Post Office stipulated how the equipment was to be operated in this instance surety
it falls within its remit to ‘supply guidance in other matters where it has an operating
requirement, such as those in my original letter.
The position I find myself in at present is certainly not helpful, nor [ would imagine, is it
satisfactory for the Post Office. Os one hand you want me to meet certain operating criteria
and you slate that it is contractual, en the other band you will not stipulate how we are meant to
meet this criteria in order comply with HSE requirements, I fail to see how see how H&S
compliance is the responsibility of the PO. in some instances and not others and the selection
seem quite arbitrary. a
Tam. sure you will appreciate that in these days of liability and apportionment of blame it is
important to ensure these matters are not Jef in a ‘grey’ state. It is far better for all concerned
to make sure there are no areas of ambiguity.
Ifyou are unable to offer any positive assistance in clarifying the comments of my original
letter other than restating the details enclosed in your last fetter. Then my next contact will be
with the HSE to engage their assistance in clarifying the positions of responsibility and
yself ard the others employed hero.
Staig-y-Don Post Office
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Mr Mike Wakley ~~Alan Bates oo,
Post Office Limited H !
Celtic Court i
Tremaines Road } \
BRIDGEND
CF31 1TZ i
3 December 2002
Reference: Network Reinvention — Urban Branches
Dear Mr Wakley
I wrote to you on the 11" November about Network Reinvention and in reply you informed me
that you had sent copies of my letter on to others for them to reply.
Since then I have not heard from anybody and it is really important to contact those responsible
for making decisions on this matter. Every day this indecision continues it is having serious
detrimental financial effect on the private side of our business and regardless of whether our
Post Office stays open or is closed, we will be looking for this shortfall to be met.
Yours is the only contact address I have for any item relating to the Post Office, but if you are
able to provide me with the details of those involved I would gladly steer my comments
directly to them.
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To: OsTOFFICE@I GRO
cc:
Hard Copy To:
Hard Copy cc:
Date: 09/12/2002 12:46
From:
Subject: Craig Y Don
Dear Mr Wakley,
Reference: Health and Safety
I note the comments of your letter dated 11 November 2002, the contents of which has left me
concerned over a number of issues which I will now list.
~ Prior to the installation of Horizon af this office, Traised the mattér of the Health and Safety
conformity of the equipment with the Horizon Implementation Team and the Post Office. I am sure
you are aware that it is a HSE requirement for all employers to undertake a H&S assessment of new
equipment brought into a business. My particular concern related to whether or not the equipment
came under the Display Screens Equipment Regulations of 1992.
I spoke to many people and sent through considerable correspondence on this issue. Eventually I
was told to forget it, as ICL Pathway and Post Office Counters Limited had ensured the system met
all H&S criteria. Having received that assurance I let the matter drop, though I have neither been
convinced nor received any written confirmation of the conformity. Also as the Post Office stipulated
how the equipment was to be operated in this instance surely it falls within its remit to supply
guidance in other matters where it has an operating requirement, such as those in my original letter.
The position I find myself in at present is certainly not helpful, nor I would imagine, is it satisfactory
for the Post Office. On one hand you want me to meet certain operating criteria and you state that it
is contractual, on the other hand you will not stipulate how we are meant to meet this criteria in order
comply.with HSE requirements. -I fail to-see how.H&S.compliance_is the.responsibility of the PO.
insome instances and not others the selection seen quite artitrary.
! am sure you will appreciate that in these days of liability and apportionment of blame it is important
to ensure these matters are not left in a grey state. It is far better for all concerned to make sure
there are no areas of ambiguity.
If you are unable to offer any positive assistance in clarifying the comments of my original letter other
than stating the details enclosed in your last letter. Then my next contact will be with the HSE to
engage their assistance in clarifying the positions of responsibility and drawing up guidance for
myself and the others employed here.
Yours sincerely,
Alan Bates - Craig Y Don
Copied to NFSP
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Mr Mike Wakley Alan Bates 0 ,
Post Office Limited i
Celtic Court I ;
Tremaines Road i I
BRIDGEND ' I
CF31 1TZ I }
30" October 2002
Reference: Office Procedures
Dear Mr Wakley
Earlier this month, on your visit to this Post Office, you issued me new documents to assist in
providing answers to the questions I raised in my letter to you dated 21 August 2002.
The documents were pages 1, 8, 9, 13, 14 and 15 of Post Office Counters Ltd Security Manual
Chapter 3 Section 1, Issue No 4 and pages 1, 3, 53 and 72 of Post Office Counters Ltd Section
1 and Appendix 2 of the Subpostmaster Contract and Status, Issue September 1994.
Though a number of sections in these documents were highlighted, such as clearly stating that
postmen must not be admitted into the secure area, they failed to give clear and unambiguous
instruction or guidance as to how to deal with the items as listed in my original letter
Tam sure that you will appreciate that many of the queries in the August letter are not simply a
matter of security but also have many Health and Safety implications, and I can find no
reference to H&S in the documents provided. Any assistance you an offer on this would be
appreciated.
I don’t know if it would help but I have quite a good working relationship with my local MP,
who has a keen interest in Post Office issues and is involved with a number of Parliamentary
interest groups looking into the Post Office. I am sure she work be delighted to try and assist
in bringing clarity to some of these Health & Safety issues ifasked. Please let me know if you
Would like me to make the request
GRO
: “Ala Bates; Sibpostinaster Craig-y-Don Post Office
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Celtic Court
Tremains Road
IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 1TZ
Subpostmaster
41" November 2002
Reference:- Health and Safety Issues
Dear Alan
Further to your letter dated 30" October 2002,concerning Health and Safety issues, I
have been advised by Post Office Ltd’s National Health and Safety Manager.
Please see below the following statement which clearly explains a Subpostmasters
Health and Safety responsibility.
‘A Sub Postmaster, as a self employed business man, is responsible for the health
and safety of his workplace and those he employees. Where any work his employees
are required to do as part of their normal duties, includes manual handling, the Sub
Postmaster is required under The Health and Safety at Work Act 1974 and The
Management of Health and Safety Regulations 1999, to carryout a suitable risk
assessment of the hazards and risks his employees face and provide them with
suitable information, instruction, training and supervision, in carrying out that task
safely. Manual handling training, available from many safety training organisations will
equip his staff with the knowledge of how to carryout such tasks safely.’
I trust that this clarifies any Health and Safety issues you may have.
Yours sincerely
Mike Wakley
Retail Line Manager
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19/12/2002 18:05 Subject: Craig y don 461614
you may recall we spoke about Craig y don a few weeks ago. To go through the full story for you.
The Postmaster, Mr Alan Bates, wrote to asking for a commitment regarding
the future of his office.
spoke with about the criteria for choosing offices to consider NR activity and said that
Craig-ydon was not a priority to close az # had a Very Low review index, did over 1100 BTH, has a
remuneration of well over £35k and an overlap of just 11%. also pointed out that as this was a
voluntary programme, if Mr Bates did not want his office to be considered for closure he should
amend his preference.
Mr Bates has been pressuring for a response.
Mr Bates has still had no answer.
Mr Bates is threatening to take this
further although what this means is unclear.
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Hard Copy To:
Hard Copy cc:
Date: 11/01/2004 19:44
From:
Bates wrote on 28th October alleging that we frustrated the contract and that
he was entitled to damages for 2 days loss of trade. He also was enquiring about mail redirection and
archiving.
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Christine Randall Alan Bates
Implementation Support Hl
Post Office Ltd
8" Floor, Lionel House
86 Lionel Street
BIRMINGHAM
B3 1HQ
6" November 2003
Re Craig-y-don Post Office
Dear Ms Randall
As Ihave not received a reply to my letter dated 28" October 2003 and as the Post Office
terminated my contract on 5" November 2003 I would be obliged if you would arrange for the
collection of all Post Office stores, records and materials from our premises by Friday 14"
November 2003.
Should you fail to meet the deadline for the collection of all your materials by that date I will then
invoice you for the rental of the storage place taken up by Post Office Ltd materials at a rate of £1
per mailsack per week.
Yours sincerely
Alan Bates
Subpostmaster Craig-y-don Post Office
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21/10/2008 07:52 Subject: Craig Y Don
need advice if Mr Bates refuses to hand over cash
and stock on the day.
would believe it would be correct for to then speak to Mr Bates and state that we
have access to check and verify our stock and cash at any time as per contract and that we have
advised him already of this in writing. If he then continues to deny access, would therefore suggest
that he cooperates unless we would contact the Police to gain access to remove cash and stock.
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IN CONFIDENCE Celtic Court,
Mr A Bates Tremains Road,
-Subpostmaster BRIDGEND
i CF 311TZ
i G RO Telephone:,
8 October 2003
Dear Alan
REF: POST OFFICE LTD SERVICES AT CRAIG Y DON
Thank you for your letter of xxxxxx regarding the Craig y Don Post Office and seeking
clarification regarding any TUPE obligations on the removal of the Post Office service from
your premises.
Firstly, 1 must emphasise that a Subpostmaster operates under a Contract for Services and as
such, any one employed as a Post Office assistant are his/her employees. The present
circumstances regarding the Post Office in Craig y Don mean that your assistants are likely
to remain your responsibility.
If the branch closes, you as the employer would therefore be responsible for any
redeployment of your staff and any redundancy should you take such a decision.
If we succeed in our ambition to retain a Post Office counter service in the Craig y Don area,
the degree of TUPE obligations would need to be considered against the circumstances and
timing of any development.
I hope my letter has clarified the main points you raised, however, the National Federation
of Subpostmasters do provide advice on TUPE legislation and I would recommend you
contact them for further information.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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aa G2, Subject: Craig y Don
{dos 5th November 2003. Mr A
Bates the Spmrhas refused access
as he cannot see in the contract that he should do so.
Also the Spmr has apparently said that come the closure day he will simply transfer the cash and
stock through the parcel to the auditors and has no intention of granting them access to the secure
area which maintains is his alone.
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IN CONFIDENCE Celtic Court,
Mr A Bates Tremains Road,
i — BRIDGEND
: G R O i CF311TZ
i i Telephon r
20 October 2003
Dear Mr Bates
As you are aware, your last day of service is on the 5 November 2003 when your Contract
for Services as a Subpostmaster ends.
In order to enable you to run the sub Post Office, Post Office Ltd has loaned to you various
items of equipment belonging to it such as scales, alarms, safes and the Horizon computer
equipment. There is also cash and stock at the office which will need to be removed on or
before your last day of service.
On the 8t October 2003, a representative of the NIET team, John Bourke, went to your office
by arrangement with you to survey the items of equipment which will need to be removed
on or before the 5 November 2003. In order to do this, Mr Bourke needed access to the
secure area at your Post Office, but you refused him access saying that there was nothing in
your Contract for Services which required you to allow such access.
l agree that this situation is not expressly covered in the standard Subpostmasters Contract,
but I am sure you will appreciate that Post Office Ltd needs to inspect the area to see if there
will be any problems with removing particular items such as the safe on or before the 5
November 2003. If access is not allowed to the secure area, it may well be that the removal of
the goods and equipment belonging to Post Office Ltd will have to be delayed if unforeseen
problems with the removal are experienced before 5! November 2003 and I do not consider
that this is in the interest of yourself or of Post Office Ltd.
/: Although
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Although not a specific term of the contract, I have been advised that it would be an implied
term of the contract to allow Post Office Ltd’s business to function properly, that access
should be granted to an authorised Post Office employee who properly identifies himself. I
would point out that procedures for allowing access to official visitors are detailed in Section
9 - Page 19 of the Counter Attack Booklet. The Counter Attack Booklet forms part of the
Operations Manual/ Postal Instructions mentioned within Paras 13 - 17, Section 1 of the
Contract for Services.
I would be grateful therefore if you would please reconsider your decision and allow access
to the secure area to allow the inspection to take place. The date and time of the visit can be
arranged to suit yourself and there is no reason why you should not be present at all times
while Mr Bourke is in the secure area inspecting the goods and equipment.
It is accepted that the premises of which the secure area is a part belongs to yourself as the
Subpostmaster and owner of the premises, but the cash, stock and equipment all belong to
Post Office Ltd and while the contract is in existence, you are responsible for looking after all
these items and as such, we would expect your cooperation in allowing Post Office Ltd
access to inspect and safeguard its property.
Tam also aware that you have apparently said that when the office is defunded you will
simply transfer the cash and stock through the parcel hatch to the auditors who attend on
that date and that you have no intention of granting them access to the secure area. if you
insist on this procedure you.would be putting at risk the security of the auditors and the
security of the cash and stock at the office and you do have a contractual responsibility for
the cash and stock under Section 12, Paragraph 5 of your Contract for Services. You would
also be responsible for any losses caused by the lack of access to the secure area if that were
to cause any losses to occur. Again, I would ask that you cooperate with the Auditors and
allow them access to the secure area which is where the final audit takes place on the last day
of service ,or earlier if appropriate,of all Subpostmasters.
Post Office Ltd wishes to deal with all matters relating to the Craig y Don Sub Post Office as
efficiently and quickly as possible and I would therefore ask for your cooperation and
goodwill in enabling the goods and equipment to be inspected and then removed and for the
cash and stock to be safely recovered from the office. Can you please therefore confirm that
Mr Bourke can obtain access to the secure area in the near future to enable the necessary
inspection to take place and that the Auditors will be allowed access to the secure area on the
Tuesday 4" November 2003 the intended day for the audit of accounts and removal of the
official cash and stock.
I look forward to hearing from you as soon as possible.
Yours sincerely
£1/50/101 ©
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MIKE WAKLEY
Retail Line Manager
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IN CONFIDENCE Celtic Court,
Mr A Bates Tremains Road,
Subpostmaster BRIDGEND
prone 1 CF 311TZ
i G RO i Telephone
27 October 2003
Dear Mr Bates
Tam writing following our telephone conversation of today, 27'" October 2003. I can confirm
that your decision not to grant permission for an interim service arrangement from your
premises has been noted.
We will now proceed with the closure as previously advised.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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IN CONFIDENCE
Mr A Bates
Subpostmaster
Dear Mr Bates
Thank you for your letter dated 29th October 2003.
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Celtic Court,
Tremains Road,
BRIDGEND
CF 311TZ
Telephone:
30 October 2003
In reply to your letter, I wish to refer you to my letters dated 24 September 2003 and
19tn September 2003 concerning interim arrangements at Craig y Don Post Office to
which you failed to reply to by the given date.
Yours sincerely
MIKE WAKLEY
Retail Line Manager
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24" October 2003
Dear Mr A Bates
Re: Closure of Craig-Y-Don Branch
I am writing to confirm the arrangements for the closure of the above post office.
The time & date of the office closure to the public is 17.30 on 03/11/03
The time & date of the final audit is 09.00 on 04/11/03
The time & date for the removal of cash & stock is approximately 12.30 on 04/11/03.
The time & date for the removal of the Horizon equipment is 10.00 on 04/11/03.
Your last day of service is 05/11/03
eooceee
Alarm
The existing alarm system will be removed from the secure Post Office area within your
premises on Tuesday 04/11/03
Signage
Itis your responsibility to remove all internal and external Post Office branded signage.
Please arrange for this work to be completed by Tuesday 04/11/03
Horizon
You will shortly receive a number of boxes for the Fujitsu engineer to pack the Horizon kit
after decommissioning. Please keep these safe and do not use for any other purpose.
Your horizon terminal (s) will be uplifted on Tuesday 04/11/03 the electrical supplies and
ISDN box (BT) will be left in place. BT will disconnect the line outside your premises at
some point over the next few days — if you wish to remove the internal fittings you may do
so from 05/11/03
Telephone
You are eligible to claim an allowance for your official telephone on a pro rata basis up to
and including Wednesday 05/11/03. When you have paid the final bill you should forward
it to the Human Resources Service Centre for a
refund in the normal fashion.
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Re: Craig-Y-Don Branch
Closure Posters
You will shortly be receiving closure notices for display. Please ensure that the
details are correct and displayed as soon as possible after receipt. If there are
any problems with posters please let me know as soon as possible.
Pension & Allowance Books
The Audit & Inspections Team will advise you where Pension and Allowance
Books should be sent. They will notify you of this, when they phone to confirm
the date for your Branch audit. Pension and Allowance books should be sent
by Special Delivery.
Redirection of Mail
All mail relating to your Post Office Branch will be redirected to Llandudno Branch
Office, as this will come into effect after your last day of trading.
Archiving of Office Records
We require certain office records to be archived. You will shortly receive 5 record centre
archive boxes, per Horizon counter serving position. I enclose a number of record forms
for the packing of the boxes - please place one form in each of the boxes. The following
gives an indication as to how the records/boxes should be arranged:-
Box Contents Accompanying Form
Box 1 Cash account records Requesting storage for 6 Years
Boxes 2-5 Daily account records Requesting storage for 2 Years
Daily undercopies
Weekly undercopies
You will need to weigh each box and affix the appropriate postage stamps. As this will
need to be done before the final cash account, please allow for the extra weight of the
final week's worth of records.
The boxes are to be addressed to:- Romec Records Centre, Unit 1 Elmlea Trading
Estate, Leeside Road, LONDON, N17 OXR.
Datestamps
Please retain and hand to the auditor when they arrive at your office.
Stores & Manuals
We will require you to make waste any unused stores and manuals. We are unable to
collect and re-cycle this material.
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Re: Craig-Y-Don Branch
Claiming Official Postage
The cost of the postage is claimed as official postage for which you will need the
following forms. These can be obtained from Swindon stores: -
P4273 Official Postage Paid in Stamps
P5365 Summary of Vouchers Claimed
P5408 Vouchers to TP (Adhesive Label)
Complete the P4273 with the total amount of postage affixed to all storage
boxes and Special Delivery items. Transfer the total amount claimed to 5365,
line 3. Enter datestamp, signature and FAD code on both forms. Once the
final cash account is complete both forms are to be sealed in a brown envelope with the
adhesive label (P5408), this is then despatched to Chesterfield in the brown one trip
pouch.
You must enter the amount of official postage claimed through the Horizon system, before
the final cash account is produced. The Horizon path is: - Transactions (F1), Serve
Customer (F1), Postage Stamps (F3), Enter value from P4273, Finish to vouchers (F6),
Pick Other Vouchers to TP, Enter value from P4273, Finish to Cash.
Last Day of Service
A representative from this office will attend on Tuesday 04/11/03 to ensure that all agreed
activities have been completed. You will be asked to sign a completion certificate during
this visit.
if you have any queries relating to any of the above please call me on the number below.
Yours sincerely
Christine Randall
Implementation Support
Post Office Ltd
Network Implementation and Equipment Team
8" Floor
Lionel House
86 Lionel Street
BIRMINGHAM
B3 1HQ
Telephone No: I GRO I
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Christine Randall Alan Bates
Implementation Support '
Post Office Ltd
8" Floor, Lionel House
86 Lionel Street
BIRMINGHAM
B3 1HQ
28" October 2003
Dear Ms Randall
In response to your letter dated 24" October 2003 I must point out that your proposed action is an
attempt to deny me the ability to trade by undermining the purpose of the contract. In effect it
amounts to an intentional frustration of the contract by Post Office Ltd which would allow me to
recover damages from you for 2 days loss of trade for your breach.
With regard to your proposed redirection of mail. I would advise you that considerable
correspondence including private and confidential mail for myself and The Wool Post will also
include Craig-y-don Post office in the address. I will expect this mail to be delivered without
delay and without being opened.
Also I can find no reference in the contract requiring me prepare and despatch records for
archiving, would you please advise me under which section you require this undertaken, or make
alternative arrangement. Would you also please clarify under which section of the contract you
require me to make waste any unused stores and manuals or again make alternative arrangements.
Yours sincerely
Alan Bates
Subpostmaster Craig-y-don Post Office
E1/50/108
19.01.04 Your ref:
Dear
Re: Post Office®, Craig Y Don branch
_ Mr Bates - ex
subpostmaster at Post Office®, Craig Y Don branch. 3
the
termination of Mr Bates' contract with Post Office Ltd was done
following proper investigation, coupled with both proper warnings and
with appropriate offers of additional training and support. Additionally,
no evidence was found which, in any way, substantiates the various
claims being made by Mr Bates.
It is clear to me that the decision to terminate Mr Bates' contract was
not only correct, but that it was the only sensible option.
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-Alan Bates
GRO.
27.01.05
Dear Mr Bates
Thank you for your enquiry dated 5" January 2005 requesting the
following information (I quote from your letter):
“1) My contract was terminated citing a contractual clause
which only requires Post Office Ltd to give three months
notice without giving a reason. Why was this clause invoked
at the time that it was?
2) As a subpostpaster was I liable for the data the Horizon
system generated at my subpostoffice. If yes how long does
that liability last for?
3) As a subpostmaster did I have full access into the
Horizon system in order to check all the data I, and my staff
had input into the Horizon system?
4) Did Post Office Ltd ever respond to the points I raised of
access to data and acceptance of liability for that data in the
letters from myself dated 19°" December 2000, 18" July
2001, 7" January 2002 and 16" April 2003?
5) Do Post Office Ltd deem that the Horizon system to be
100% accurate and without flaw or error? “
Post Office Ltd regards information relating to 1) above as a
‘subject access’ request under the Data Protection Act. As such,
the Freedom of Information Act provides that these are handled in
accordance with the requirements of the Data Protection Act. I
have forwarded your request to the Data Protection Services
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Page 20f3
Team who will contact you to clarify your requirements. Please
note that a fee is usually chargeable for this service.
In relation to point 2) this is a request for a legal opinion rather
than a request for information and therefore the provisions of the
Freedom of Information Act do not apply.
In relation to 3) above, as transactions are made by the
subpostmasters and their staff throughout the day, there are
opportunities to correct errors to the data that has been manually
input into the Horizon system depending on the type of
transaction involved. By way of example, some transaction errors,
can only be amended within 10 minutes. For daily transactions,
errors can be corrected at or before the end of the day. For
weekly transactions, an opportunity exists to correct mistakes
until the end of the week. Therefore subpostmasters have access
to all of the data that has been inputted throughout the working
day, by means of producing transaction, stock unit and office
reports, and an opportunity is provided to correct it. However,
access to system related information, is not made available.
In relation to point 4) above:
I can confirm a letter was received on 19th December
2000 and is on file. There is no written reply on record.
However, there is an e-mail from the NBSC customer
relations (Gerry Hayes) regarding Horizon and stating
that ICL pathway had spoken to Mr Bates at great
length about the concerns that had been raised.
e Icanconfirm a letter was received on 18th July 2001
and is on file from yourself in reply to a letter sent by
Gerry Hayes on 16th July 2001.
e Ican confirm that a letter was received on 7th January
2002 and is on file from yourself. Glenn Chester sent a
reply on the 14th January 2002.
e I can confirm that a letter was received on 16th April
2003 and is on file. Mike Wakley sent a reply on 2nd
May 2003.
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In relation to point 5), this is again asking for an opinion rather
than a piece of information, and therefore the terms of the
Freedom of Information Act do not apply.
Yours sincerely
Neil Owen
Information Compliance Officer
Post Office Ltd
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Mr Mike Wakley Alan Bates
Post Office Limited prcreinneneeninninennennni
Celtic Court '
Tremaines Road i :
BRIDGEND
CF31 1TZ antares
6" October 2003
Dear Mr Wakley
With regard to your proposed removal of Craig-y-don Post Office from our premises would you
please obtain a reply from the appropriate person and respond in writing to the following queries.
What is proposed to be undertaken to meet the obligations of the T.U.P.E. regulations? How do they
effect myself and what should I be saying to my staff at the present?
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Mr Mike Wakley 7
Post Office Limited i
Celtic Court H
Tremaines Road i
CF31 1TZ
Reference: Losses and Gains. om °
Dear Mr Wakley
With regard to your letter dated 2" May 2003, I presume the Terms and Conditions of my Contract
of Service you refer to are those I acknowledged on the 31 March 1998 and not 31 March 2003 as
stated in your letter.
You refer me to section 12 of that contract “The Subpostmaster is responsible for all losses caused
through his own negligence, carelessness or error, and also for losses of all kinds caused by his
Assistants. Deficiencies due to such losses must be made good without delay.” You rightly point
out that I have agreed these terms and I can confirm I would gladly make good any losses caused in
these manners. But I can see nothing in this clause which states that 1 am also liable for data lam
unable to check.
Taken to an extreme, if the Horizon system said I owed £1,000,000 you would say I would have to
make good the loss without delay and without question.
There is no way I will agree to be held responsible for data I have input until such time as I am able
to access the data that I am being asked to be responsible for. In trying to state that I have
acknowledged such things in the Terms and Conditions of my Contract of Service you are in effect
purporting to vary this contract.
As we are talking about matters contractual I would also draw your attention to item 4.5, and
reference is also made in item 4.4 of the Conditions of Appointment for Craig Y Don Sub Post Office
included in the Contract of Service. This relates to the National Lottery playstation which was
already installed and operational when we took over the business. The Post Office removed the
machine at the end of January 1999 despite all my protests both written and verbal about the loss of
revenue they were going to cause me, about how it had been part of my business plan revenue
projection, of how we had doubled the turnover of the terminal in the few months we had been in
office. I presume the Post Office will now be returning the terminal to us and making good the loss
of income we have incurred during the period we were without the terminal.
Finally, in respect of an issue I raised with you in my letter dated 3 December 2003, namely
recovering the financial shortfall from the private side of our business due to Post Office Limited’s
actions. Our accounts are currently with the firm of Chartered Accounts we use, who are Preparing a
statement on the level of shortcomings we have incurred. It will be significant and we will be
looking to recover that lost income swiftly. In the meantime I would appreciate it if you would
ascertain to whom the correspondence should be directed, in order to minimise the delay in meeting
po peRelaim..Os.wounld.it-be better to address it to you?
‘GRO
Nai Bates, SUbASsMASter Craig-y-Don Post Office
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Celtic Court
Tremains Road
BRIDGEND
Mid Glam
4" November 2002 CF31 1TZ
Dear Alan
Health and Safety
Thank you for your letter dated-30" October 2002.
Please be advised that I have forwarded your letter on to the appropriate
department for a reply.
Yours sincerely
Mike Wakley
Retail Lina Manager
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Mr Mike Wakley pwAlan Rates. nen
Post Office Limited i
Celtic Court i i
Tremaines Road : :
BRIDGEND i 1
CF31 1TZ i I
30" October 2002
Reference: Office Procedures
Dear Mr Wakley
Earlier this month, on your visit to this Post Office, you issued me new documents 10 assist in
providing answers to the questions I raised in my letter to you dated 21" August 2002.
The documents were pages 1, 8, 9, 13, 14 and 15 of Post Office Counters Ltd Security Manual
Chapter 3 Section 1, Issue No 4 and pages 1, 3, $3 and 72 of Post Office Counters Ltd Section
1 and Appendix 2 of the Subpostmaster Contract and Status, Issue September 1994.
Though a number of sections in these documents were highlighted, such as clearly stating that
postmen must not be admitted into the secure area, they failed to give clear and unambiguous
instruction or guidance as to how to deal with the items as listed in my original letter.
Tam sure that you will appreciate that many of the queries in the August letter are not simply a
matter of security but also have many Health and Safety implications, and I can find no
reference to H&S in the documents provided. Any assistance you an offer on this would be
appreciated.
I don’t know if it would help but I have quite a good working relationship with my local MP,
who has a keen interest in Post Office issues and is involved with a number of Parliamentary
interest groups looking into the Post Office. I am sure she work be delighted to try and assist
in bringing clarity to some of these Health & Safety issues if asked. Please let me know if you
wroatenaatdh Atlencmenntnomordoo-tns reaest,
GRO.
“Alan Bates, Sibpostniaster Craig-y-Don Post Office
Copied to NFSP
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v.postoffice.co.uk
Diate: 07.10.02
FiE: CRAIG Y DON - 461 614
the simple answer to Mr Bates’
question is that he is contractually obliged to, “at his own expense,
provide premises in which such reasonable office accommodation and
fittings as Post Office counters Ltd may require are made available for
carrying on the Post Office Counter Business” (Section 13,1 refers).
To this end, if he provided a siphon door then all his other problems
would be answered.
If he is unable to do this then reasonable security precautions should
te maintained,
However, he is responsible for the safe keeping of all Postal Packets
and if deemed negligent, he could fall foul of the Post Office Act 1953,
extract attached.
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Electronic memo
To: !POSTOFFICE@POSTOFRICE
et:
Hard Copy To:
Hard Copy ce;
Date: 06/10/2002'20:04
From:
Subject:.. Craig Y Don
\
1ave faxed a copy of the letters from Mr Bates, Sub postmaster Craig-Y Lion PO
In his second letter following the verbal replies form he has quoted. ‘Though
am now concerned about any liabilities arisingfrom the queries raised, believe
am right in presuming that these will remain with Post Office Limited until such times
as acceptable written guidance is provided, anything.other would be unreasonable’.
understanding is that he is responsible for providing premises, which are
suitable for carrying out Post Office business, and any H&S issues.
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Mr Mike Wakley Alan Bates
Post Office Limited j
Celtic Court
Tremaines Road
BRIDGEND
CF31 1TZ
30" September 2002
Reference: Office Procedures letter dated 21% August 2002
Dear Mr Wakley
I refer to my letter to you dated 21" August 2002, As you suggested, I contact the helpline and
faxed a copy of the letter to them. They in turn have informed me that they are unable to
supply a written reply to my queries. In pursuing the matter on my behalf they were informed
that these were contractuai matters and as such were not able to respond to these questions,
So I am now back where I started, totally unclear as how to deal with the situations 1 described
in the original letter. Though I am now concerned about any liabilities arising from the queries
raised. I believe I am right in presuming that these will remain with Post Office Limited until
such time as acceptable written guidance is provided, anything other would be unreasonable.
GRO
“7 la Bates, SiibpOsHNEster Craig-y-Don Post Office
Copied to NFSP
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Mr A Leighton Alan Bates
Chairman, Royal Mail Group plc i
148 Old Street I
LONDON I
ECLV 9HQ
7™ August 2003
Dear Mr Leighton
Tam writing to you with regard to a letter I have just received from Post Office Limited
giving me formal notification of their decision to in terminate my Subpostmaster contract.
As Chairman of the group responsible for Post Office Limited I thought it important that you
should be aware of what is being undertaken in your name.
Please find enclosed a copy of that letter as well as copies of previous correspondence and
notes regarding the problems in question, which I have tried to keep in a chronological
order. In reality this matter should never have reached this stage but the extremely poor
handling by Post Office management in the past has led to the situation which could result in
us not only losing our business but also our home.
Unlike the Post Office I do not have endless funds to fight this injustice through the courts,
but 1 do realise it is imperative for as many people as possible have an opportunity to sce-the
in detail the management style applied by Royal Mail Group to the very public face of the
local Post Office. It is again trying to use what seems to be so often described as its
outdated ‘Stalinistic’ management approach, in order to bludgeon its will onto the poor
Subpostmaster, with an issue that could bankrupt every sub post office in the country.
Whilst I appreciate that principles can be expensive, I cannot agree to any position which
would leave me (and every other Subpostmaster) liable for claims of millions of pounds
from the Post Office without any redress or access to data to check such claims.
My only defence, until I can find an organization willing to offer support, is to ensure that
the media and all those politicians who represents a ward with a subpostoftice, as well as
everyone who runs a subpostoffice or uses one, has an opportunity to read all the facts. To
that end these documents enclosed and others will shortly be available online, once the
hoarding for the front of our building advertising our website www.postofficevictims.org.uk,
is ready in week or so. Originally I had registered www.postofficevictim.me.uk to use, but
as the launch will undoubtedly bring up many other cases from across the country it was
thought a larger and less personal site would be more appropriate.
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It is important for me to make clear that as I have not breached my contract, I will not be
ceasing to trade on 5" November 2003, if I did then I certainly would be in breach of my
terms. Ifyou read the enclosed documentation all is self evident.
Tam sure you can tell that my back is up against a wall, but until the hoarding is ready and
in place and all the web pages are downloaded to the server I would welcome any option
that would resolve this matter with the minimum of fuss and without the national publicity
this issue is bound to draw, hence my letter to you as a last attempt to reach a sensible
conclusion.
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To:
ce: -
Subject: Case 1-545709105, Bates
{s there a report for the extra Horizon training arranged for Mr Bates in
February 02?
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To:
cc:
Subject: Craig y Don
have just read through the paperwork relating to the issues raised by Mr Bates at Craig y Don Post
Office® and the only reference made to NR that found so far is one in the summary
Mr Bates informed him that:
‘He has attended a meeting held by the NFSP and has been made aware of who would be staying as
a result of NR. Mr Bates stated he would only stay if he can do the full range of services!
Other than that the pages and pages of letters and responses focus on his apparent reluctance to
carry out business requirements tobalance, clear losses and/or gains. He appears to have been given
some remedial training on Horizon, and support from other than that nothing appears to have
been discussed, at least in writing, about NR. Do you still want to see a copy of his letter/ reply?
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20/08/2003 10:41 \
Subject” Re: Case 1-545709105, Bates
Bates had £1100 written off
and was told in no uncertain terms at the time that any losses in future would
be his responsibility. The fact that more have since come to light has been one reason for his ultimate
temination of contract.
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23 July 2003
Reference: Loss of Income
Dear Mr Wakley
In previous correspondence to you I have brought to your attention the fact
that we have incurred considerable loss to the income of the private side of
our business due to Post Office Network Reinvention.
The sum has now be quantified for the net loss for the period from 9" April
2002, when we were first notified of being an urban branch and therefore
included for consideration of closure by the Post Office, up to our financial
year end 31° March 2003. This claim is for that period only, further claims will
be submitted for all following periods until the outcome of the Post Office
Network reinvention issue for this office is finalised.
As has been put in writing previously, we have had little choice but to “stand
still’ in the non post office side of our business (see my letter dated 11"
November 2002). This was through no doing of our own but purely a result of
the predicament we were placed in by the Post Office and as such we are not
unreasonably seeking to recover our losses due to your decision.
In a previous letter I had requested the information as to whom this claim
should be addressed to. As I received no response indicating others, I am
presuming that this claim should be made to Post Office Limited through
yourself.
The amount that has been calculated that I am claiming is £2,743.68 for the
period as given above. Needless to say as a small business we would very
much appreciate this claim being processed as soon as possible. If you would
let me know what supporting documentfation you require or should you prefer
the claim to be submitted in a different format or to another department,
please let me know otherwise I will presume this submission through yourself
is correct.
Yours sincerely
Alan Bates, Subpostmaster Craig-y-Don Post Office
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__Mr A Bates
22 August 2003
Dear Mr Bates
Network Reinvention
Thank you for your letter dated 23 July 2003 to Mike Wakley, to which I have
been asked to reply.
Itis simply incorrect to state that any loss of income to the private side of your
business is due to Network Reinvention; the urban area designation letters
(one of which you claim in your letter to have received) made it very clear that
you “should not make any assumptions” based upon such designation. The
letter went on to say that your branch would not necessarily be one involved in
merger or closure etc, and therefore you could not have been “placed in a
predicament” by Post Office Ltd.
You will be aware that one of the main conditions for participation within the
Network Reinvention Programme is that the Subpostmaster has a current
Subpostmaster’s Contract in force; as your Contract has been terminated, you
fall outside the terms of the Programme, and it therefore cannot apply, in any
way, to your Post Office® branch.
Yours sincerely
Freda M Bates
Network Reinvention Programme
Post Office Ltd
3 Infirmary Street
Leeds
LSAAAI
GRO.
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20.08.03
Dear Mr Bates
Thank you for your letter dated 7" August addressed to Allan Leighton,
Chairman Royal Mail, which has been forwarded to me for reply.
I have now completed my enquiries into the issues you have raised,
and in doing so I have spoken with a number of the personnel involved
in the search for a solution to the situation at Craig y Don Post Office®.
Although I regret that the situation has reached the point of termination
of your contract, I am confident that the various teams concerned in the
events have worked hard to provide support and assistance to you in a
consistent and sympathetic manner. This support included a number
of on site attendances to assist with balancing and also to provide extra
training on the Horizon system. The aim was always that of achieving a
solution to the difficulties you were experiencing in managing
-transactions and processes at-Craig y Don Post-Office®-branch.
The Sub postmaster contract is clear on the requirement that
postmasters must make good losses or gains made when misbalances
occur and to bring error notices to account appropriately. It is evident
you have consistently refused to do this, even when specifically
requested to do so by the Area Management team.
The Horizon system at Craig y Don Post Office® has been reviewed
and interrogated in response to your complaints, and the reports from
both the Horizon Field Support team and the NBSC have confirmed
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that there is nothing inherently wrong with the Horizon system installed
at the branch.
The Sub postmaster Contract states that either party, Post Office Ltd or
a Sub postmaster, may terminate the contract with three months notice
without a reason being given. In this instance Post Office Ltd are
exercising their right under this clause to terminate the agreement with
you.
In the circumstances I feel that the Management Team has been wholly
professional, on the investigation and deliberation of this issue.
Yours sincerely
Ria MacQueen
Case Liaison Manager
Post Office Ltd
Operations
Telephone: ~~
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23 May 2001
Dear Mr Bates.
Eurther to our mecting of 18 May 2001, I have forwarded an official privacy notice. and
arranged for the Sales Support Team in Bristol to send you an-apology notice in-respect of
the nan-issuing.of MVL’s.at Craig y Don,
Thave also forwarded-some ‘Please wait-here’ tape-and-afour-ring binder-with product
knowledge-quiz-answers for April and May-enclosed-within Could I please-ask for,
June's quiz, which is duc to-be sent to-you shortly; to-be completed-bytil-members of
staff-with all answer sheets subsequently-filed-in-the binder-for-my future-reference. ‘
Finally, Lhave-made arrangements for Selwyn Berry to-call-at-your office on Friday 8 June '
2001 to assist with the -resehition-of accounting errors: Hepefitily the outcome-of the
P&A-cheek-will- then be-knownrand this may give-us- «clearer picture-as-to-how to .
proceed-with clearance ef the-outstanding toss currently hekt-in the-office’s suspense
Picase-do not hesitate to-contact me if you have any i issues to discuss prior to my next visit
with Sehwyron 8 Fane
Yourr-sincerely.
Gerry A Hayes-
Retail Network Manager,
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Mf A Bates
,-Subnostmaster.Craie.s, Don
GRO
16 July 2001
DearAlan
\
Cash Account Loss £1041.86.
Thave received correspondence from the Management Information Support Duty,
in Birminghanr adwising me that they now require repaymint for the loss of
£1044.86 currently hehd in Table 2a of your Cash Accomnt:
Unfortunately neither the visits from Selwyn Berry and Ki Barnes nor the pension
& allowance checks carried out for the. problematic weeks, revealed specific
* reasons as.to how the resultant loss.of £1041.86 initially occurred.
biol
I would therefore appreciate if-as-a-matter of some-trgency, you could axivise-me_
of your proposals to: naw-make-good the loss.
x
Retail Network Manager
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Sue Perry - Alan Bates .
Sales Support
Pest Office Counters Ltd H :
Dears Perry
Intepty-to- your letter dated 1“ May-2001 which really fails to meet many of the comments of
mry-original letter and purely offers the standard responses, I would like to request further
information” 5
5
Why is it that the majority of new services such as Photo of Licence and Passport Checking
are always given to the Branch Offices as a matter of course, when it is the Branch Offices
themselves whict are tosing nearly £1 million per week and’so in reality are being subsidised
bysub offices like oursetves? Fronrthe position of running 2 sub-effice-it would seem that in
suctrinstances, ever if it is not a policy, the reality of the situation seems to show that The
Pout Olfice is uperatings restrictive practise hrorder te prop tp the ailing pastofthe.
business, inthis instance the Branch Offices. This is certainly not in the best interests of the
customer and-unhke- the senior management fde-spend considerable time with customers and
T'do have some undérstanding of their needs. Paragraph two of your letter states ‘In-an ideal
worktall post offices should be able to offer all products and servicés, unfortunately this
practisc-is not cost effective,’ so how is it cost effective to subsidise Branch Offices to the
tunc-of £50 million per year?
kes original letter dated 1* February 2001 Tpointed ouit that my office is growing the
votumreof its business month by month over previous years figures, but in real terms my
inconre fronr the Post Office is reducing month after month. I presume that is either to prop
upthe Branch Office rietwork or to try and recover some of the outrageous costs associated
wath: the appatting disaster called Horizon. Before taking over this office three years ago I
hactspent many years working with new epos systems, both off the shelf and custom made
and-by comparison te-what Horizon could have been, the current system is a joke. Speaking
fronrthe point of view of someone working on the counter, who-has spent years working with
effectives systems it is only too obvious that the system is overly complicated, slow and
cumbersome. The totally inadequate report system has been made so complex and lacks the
ability to interrogate the system when you know the information is inside. This is not only
frastrating but causes hours of extra work for which again we do not get paid, The 5
introduction of the system at this office has personally cost me between £1000-2000, but
regardtess of who you talk to nobody wants to know, it is always someone else’s
respansibility, never theirs!
There-is ts sign anywhere from any of the senior management of Post Office Network that
they havea real grasp or experience of what happens at the counter. There are however
ptentyof words printed of how wonderful the future will be, but the future is here now and
business is shrinking, and almost nothing has appeared on the counter to offset the loss.
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When we took over the business three years ago, a condition imposed by POCL was to open
lunchtimes and Wednesday afternoons, but the salary for the office was not increased to
cover this. We were told the extra revenue generated during these periods would cover costs.
Three years on and there is still no sign of this so called extra income as the reality is that
business has just time-shifted-Gh, we also have to redirect all the people wanting MVL’s to .
the nearest Branch Office-as-att the surrounding sub offices which offer MVL’s are closed on
lunchtimes and Wednesday aftemoons. These extra hours, nearly 500 over the year, have
etfectvely reduced our salary mrexira £2000 per year, buraebedy wants to know or do.
Somethlag veabtotramtheipt
Whilst I am commenting-orthe ways POCL bullies financial pressures onto a small business
suchas ours, therris-the matter of the National Lottery Términal at this office. This not only
fonaed partof the coutractuateontitions for taking over the oflice: which required us to stay
operrtonger on Lotter night te-provide the service, but also formed pait of our income in our
business-plan: Withirra-few nronths of taking over the business and doubling the Lottery
tumover, POCL came-and tok the terminal away as you-feltyew-could make more money
with it elsewhere; esert of te helt with the contract we ear de-whatever we like, we’re-
POCE” attitude; asdugairiched-warts to know!
\
Retiming to your letter yew staté “that 92% of the populaties it Britain were situated within.
2 miles of an office offering the DVLA facility’. The 92% was achieved without Craig-y-don _
Post Office and presumably these offices also offer all other Post Offtes products, Therefore
Post Office products wowld stilt be- available to 92% of the pepwlation if Craig-y-don Post
Office closed. So either male-tae-an offer to close the Post Office side of'my business and
thereby-inercase the profitability ef Surrounding offices er provide me wittrthe services my.
custoriers require and ensure the-viaeility of this office. ‘Fo fet the situatior fester on is not
only peor management with am increasing financial burden for this andthe other surrounding- .
offices, but it also raises the question of the moratity of Post Office Networks’ actions.
Henow your response te-my-queries and comments wilFbe how yor sympathise with my
comments and how-they hase been ferwerded to whoever; bet atthe ermt of the day, nobody
bitty te actually do something reat and make-a difference.
Subpestmaster Craig-y-don Pest Office.
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Mr Gerry Hayes _Alan Bates
Retail Network Manager i
Post Office Network
60 Deiniol Road
BANGOR
LLS7 1AA
19" December 2000
Reference: Horizon Faults
Dear Mr Hayes
Further to our telephone conversation on the morning of Thursday 14th December
after the problems with our balance the previous day, I thought it prudent to.confirm
the details to you in writing.
The balance at this office on the Wednesday the 13“ December was not only very
stressful but also very worrying. The evidence that appeared during that day proved
beyond any doubt that the Horizon system cannot be relied upon to give 100%
accurate figures. The problem which was highlighted to this office that day was with
regard to Giro Deposits and at one point the weekly returns were showing a variance,
to the addition of the daily returns, of over £6000.
The whole of that afternoon was spent making a number of phone calls to the
different helplines, one of almost 1 hour long, and kept two of the three terminals
producing nothing but reports, at a peak trading time when we had queues out of the
door, though eventually I did manage to track down the majority of the money. That
said the cash account for that week is still showing a shortage of £1182.81. I can
without any doubt attribute £368.50 of that to Giro items that have been double
entered and that I am unable to track because of the way Horizon is set up. Of the
remaining £814.31 shortage, lam presuming that £409.15 of that is the shortage from
the previous week that has become added to the total. This leaves a difference
£405.16 which I am unsure of where it comes from. It may well be a Giro system
error as might be the previous weeks £409.15 shortage or it may be something else.
Unfortunately the current Horizon system does not let you access previous
transactions adequately enough to track problems with shorts or overs at the end of
the week.
Having spoken to the local Branch Secretary of the Federation of Subpostmasters on
these problems and realising the problems I am experiencing are being found by
others around the country I really do believe it would be unreasonable for Post Office
Network to hold me liable for losses on the cash account until such time as 100%
guarantee can be given about the accuracy of Horizon.
Thad been hoping to leave any comments in writing about Horizon until the Office is
quieter in January and then write a detailed submission about the cost we have
incurred with it (around £1000), the problems with the counter (staff working with
money and stamp books on chairs or on the shelf behind them), the very poor layout
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{Ali
of the screen and menus, the slowness of the printers, the lack of report writing
facilities, the chaotic end of day and end of week procedures and the problems of
having to do ‘office work’ at a terminal on the counter. Given time I shall produce
the report for you.
Please do not think that I am being nothing but negative about the system, Iam a firm
believer in the way forward being through such a system. But bear in mind my
comments are made by someone who has had considerable experience of EPOS
systems before joining the Post Office in 1998. I first began working with them in
1986 and have used a variety of systems, I have been involved with running an
assessment program on one system and have developed and implemented a large site
specific package with a software development company. So I do have some insight
into these systems and I would gladly be willing to offer constructive feedback if
asked,
With regard to the current deficit showing on our cash account for last week how do
you want me to progress this week’s balance? Should I just roll it through and see
what happens, or what?
I would be very grateful for any guidance or assistance you can offer on this matter.
Your sincerely
Alan Bates
Subpostmaster Craig-y-Don Post Office
E1/50/135
Notes accompanying the correspondence
relating to the current situation
The Post Offices’ Horizon computer system was brought on line at Craig-y-don Post Office
in September/October 2000, and right from the very beginning there were problems. It is
true that it was a new system and it took some time to become familiar with it but the
problems were far more than that. From my point of view the main issue was always, and is
still, the lack of access to the system to obtain details of the data which I have input and
which Post Office Limited wants me to accept financial liability for. In the early days it was
not uncommon to spend an hour on the telephone to the ‘helpline’ trying to locate pieces of
information and at the end of that time just give up. ‘Nowadays there are very few calls to
the ‘helpline’ to try and locate data, mainly because both we and they know it is not feasible
to access it.
Shortly after a software upgrade in December 2000 we had a lot of problems with Horizon
and after numerous telephone calls I wrote the letter dated 19" December 2000 LAi. JAii. I
had some assistance to look for these losses, but those I spoke with had little or less
knowledge of these systems than I did and could not access the data any further than I was
able. Eventually these shortages were bundled up and left in a “suspense account’ until they
could be resolved and a series of letters 1B,1C,1D,1E,1Fi,1Fii show the progress and the
conclusion. My personal belief, based on my experiences and from stories I hear, is that the
Post Office are having considerable problems with the Horizon software, and this was
especially true in the early days.
Over the years the Horizon system been upgraded and ‘improved’, and is possibly-more.
robust than when it first appeared as it does allow some data to viewed, albeit in a limited
way. I have made endless telephone calls, spoken to many people, written many letters and
have only received an occasional acknowledgment of my comments, and very few in writing
regardless of the strenuous efforts I have made. There have been numerous personnel
changes of those I am responsible to, or in correspondence with, and almost no structured
approach to management that I can make sense of. So if the letters enclosed are a bit
disjointed, that is probably why.
Returning to the current issues, these began with a letter received from Mike Wakely dated
14” April 2003 that I responded to on 16" April 2003, which in turn brought the letter dated
2" May 2003 after which I sent my letter dated 15" May 2003 in response. See items
2A,2B.2Ci, 2Cii, 2D.
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Paragraph 2 of the Post Office letter dated 2™ May 2003 (2Ci, 2Cii) states “Nevertheless I
must point out that you are Bound by the Terms and Conditions of your Contract for
Services, which was acknowledged by you on the 31 March 2003, when accepting your
appointment”.
There are two items about this statement I want to bring to your attention, though they are
not really the crux of the matter, just an example of management style.
i. Lacknowledged no Contract for Services on the 31 March 2003. I did however,
acknowledge a Contract for Services on the 31 March 1998, a copy of which is
attached, items 3A,3Bi,3Bii, 3Biii.
ii. Item 4.5, and reference is also made in item 4.4 of the conditions included in the
Contract of Service (3Bii); relates to the National Lottery playstation which was
already installed and operational when we took over the business. The Post Office
removed the machine at the end of January 1999 despite all my protests both written
and verbal about the loss of revenue they were going to cause me, about how it had
been part of my business plan revenue projection, of how we had doubled the
turnover of the terminal in the few months we had been in office. The Post Office
nowadays claim it was a Camelot decision and nothing to do with them, but I have
clear, unambiguous written proof that the Post Office made the decision. See item 4.
Trealise I digress but I think it is important to see the ways we have been treated over other
issues, and there are numerous other examples I could supply you details with.
Returning again to the current issue; paragraph 3-of the Post Office letter dated-2 May 2003-
(2Ci) refers to Section 12 of the Subpostmaster contract. A copy or Section 12 is attached,
items 5A,5B,5C, 5D.
I have also included a letter I wrote dated 13 February 2002, item 6, which gives further
insight into the problem as well as a copy of the letter 5 August 2003, items 7i, 7ii, in which
Post Office Limited have issued the three months notice which I do not recognise as Iam
clearly not in breach of my contract.
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POST.
Mr A Bates
Subpostmaster Craig y Don ‘Cownteri Swyddfa'r Post Cyt
= Post Office Counters Ltd
16 July 2001
Dear Alan
Cash Account Loss £1041.86
Ihave received correspondence from the Management Information Support Duty
in Birmingham advising me that they now require repayment for the loss of
£1041.86 currently held in Table 2a of your Cash Account.
Unfortunately neither the visits from Selwyn Berry and Ki Barnes nor the pension
& allowance checks carried out for the problematic weeks, revealed specific
reasons as to how the resultant loss of £1041.86 initially occurred.
I would therefore appreciate if, as-a matter of some urgency, you could advise me
of your proposals to now make good the loss.
Yours sincerely
Gerry A Hayes
Retail Network Manager
Cownteri Swyddfa'r Post Cyf
Post Office Counters Led
Gogledd Cymru a Gogiedd Orllewin Lloegr
1 North Wales and North West
60 Deiniol Road
Bangor
swynedd LLS7 LAA
GRO
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Mr Gerry Hayes Alan Bates ,
Retail Network Manager i i
Post Office Network
60 Deiniol Road
BANGOR
LLS7 1AA
18" July 2001
Dear Gerry
In reply to your letter dated 16" July 2001 I would like to draw your attention to the
letter I sent you on the 19" December 2000. It related the problems with Horizon
which I believe led to the losses at that time.
As Ihave said to you and every other person that has ever visited with regard to the
problems with the Horizon system, it is nigh on impossible to access the data I as a
subpostmaster need in order to track problems or accept responsibility for the
processing through this office. It is not that the data is not within the system, and it is
not that Chesterfield can access this data in many other ways. But I as a front line user
need to be given the tools, such as a report writer package which can access files on a
read only basis, to enable me to look for problems, duplications or errors, easily and
effectively. The alternative, and this seems to be the essence of your letter, is that I
should subsidise the shortcomings of this system.
Thope this clarifies my position and answers your letter.
Yours sincerely
Alan Bates
Subpostmaster Craig-y-Don Post Office
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Mr Glenn Chester Alan Bates
Post Office Limited i
Celtic Court
Tremaines Road
BRIDGEND
CF31 1TZ
7" January 2002
Reference: Horizon Faults
Dear Mr Chester
As you are aware the cash account for this office is still showing an amount of
£1041.86 in the suspense account. This cumulative figure was placed in the suspense
account towards the end of 2000 and I have on doubt at all that it was due to errors in
the Horizon system over a number of weeks at that time. In my letters to Gerry Hayes
dated 19 December 2000 and 16" July 2001, neither of which did I receive a written
reply to, I gave further details on this matter.
Ireally do think that enough time has now passed for Post Office Limited to have
resolved this issue and that unless I receive a written comment to the contrary by the
end of this month I will take it that this matter is closed. When I signed my contract
with Post Office Counters I did not sign to accept the liabilities arising from the
shortcomings of a less than adequate Horizon system, all liabilities from such a
system are clearly the responsibility of Post Office Limited or ICL Pathway.
Allowing this issue to drag on not only continues the stress and strain of the original
problems but I fear also continually casts doubt over my honesty and that of my staff.
Therefore I would greatly appreciate it if you would bring this matter to a head in
order that we can move on.
Your sincerely
Alan Bates
Subpostmaster Craig-y-don Post Office
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Mr A Bates
Subpostmaster
SWYDDFA'R
POST
14 January 2002
“than hanfodol o fywyd bob dydd” www.postoffice.co.uk
0.uK
“an essential part of everyday life” www.postoffi
Dear Mr Bates
Thank you for your letter of 7" January 2002 regarding the counter shortage
of £1041.86p currently being held in your office suspense account.
Taking into account the length of time which has now elapsed since your
concerns were first raised, I would agree with your comments that this matter
now needs to be brought to a swift conclusion and I offer my apologies for the
delay. With a view to bringing this matter to a speedy conclusion, I have
forwarded your letter onto Mike Wiatrowicz (Post. Office Ltd, Management
Information Team, Birmingham Tel. GRO who co-ordinates and
controls all such enquiries. I have asked Mike Wiatrowcz to pursue this
matter with some urgency and hope to be in a position to reply to you shortly.
Yours sincerely
Glenn Chester
Retail Line Manager
Swyddfa'r Post Cyf. Wedi'i Gofrestru yn Lloegr. Rhif: 2154540
Swyddfa Gofréstredig: Tj Gavrelle, 2-14 Bunhill Row, Liundain ECTY BHO
Mae Swyddfa't Post a symbol Swyddfa’r Post yn nodau masnach
i Swyddfa't Post Cyf yn y Deyrnas Gyfunal ac mewn gwledydd eraill
Post Office Ltd. Registered in England Number: 2154540
Registered Office: Gavretle House, 2~14 Bunhill Row, London EC1Y BHO
The Post Office and the Post Office symbol are registered trade marks
of Post Office Ltd in the UK and other countries
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Mr A Bates
06 March 2002
Dear Mr Bates
Re: Aged Shortage - Horizon Case Write-Off
“an essential part of everyday life” www.posteffi
OFFICE: Craig-Y-Don SPSO OFFICE CODE: 461 614
First of all I would like to apologise for the length of time it has taken to
resolve this matter. It has been necessary to formulate a consistent
approach for all such cases.
Post Office Ltd has received from you a short report setting out your
reasons why you do not accept liability for the shortage of £1,041.86p
at your post office.
After due consideration of the facts surrounding the loss and of your
report, Post Office Ltd has decided to take no further action in respect
of the loss at your post office which will be written off. This decision has
been made without prejudice to Post Office Ltd's tights to recover any
future losses at your post office for which you may be liable under the
contract for services and does not affect any future liability you may
have for such losses.
To enable me to monitor progress for all such losses could you please
complete the section on the next page. Once the loss for £1,041.86p
has been cleared from your suspense account, you must return the
whole letter to me in the self addressed envelope provided. (A copy of
this letter is enclosed, for retention at your office).
If I do not receive a reply from you by 22 March 2002 then it will be
necessary for me to contact you to ascertain what the delay is.
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. : . Post Office Ltd
Mike Wiatrowicz Registered in England Number: 2154540
Management Information Registered Office: Gavrelle House, 2-14 Bunhill Row
86 Lionel Street tondon ECIY BHO
The Post Office and the Post Office symbol are
registered trade marks of Post Office Ltd in the
UK and other countries,
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Re: Repayment by Deduction from Remuneration
Thank you for your co-operation in this matter
Mike Wiatrowicz
Management Information Support
Post Office Ltd
Finance
Management Information
Lionel House
86 Lionel Street
BIRMINGHAM B3 1HQ
Craig-Y-Don SPSO 461614
I have received a Write Off Authority Voucher to the value of
£1,041.86p which has been cleared from my suspense account on
(date)... eee and the voucher has been cleared in the
appropriate manner in cash account week number...............
Signature oo... cece eeeeetteeeees Datestamp
PrintName ooo... eee cceeeteeeeeee
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2 A Celtic Court
° Tremains Road
“IN CONFIDENCE BRIDGEND
Mid Glam
Mr A. Bates CF31 17TZ
--Subpostmaster
" SWYDDFA'R
_ POST
14" April 2003 °
“than hanfodol o fywud bob dydd” www
“sn essential part of everyday life” www.pustottic
Reference: - Losses and Gains
Dear Alan,
Further to our conversation, you confirmed that you have been rolling over losses and
gains for the past two years or more. I was unaware of this practice taking place at Craig
Y Don and acknowledge your comment that you wrote to the Post Office regarding
Horizon, losses and gains over two years ago and that to date you have not received any
reply or acknowledgment.
1 am now instructing you, that with immediate effect, your are required to make good the
outstanding loss and to cease with this current practice of rolling over any losses and
gains.
Please be advised that Subpostmasters are responsible for all losses cused through
their own negligence, carelessness or error and also for losses of all kinds caused by their
assistants. Deficiencies due to such losses must be made good without delay. With regard
to gains, surpluses may be withdrawn provided that any subsequent charge up to the
amount withdrawn is made good immediately.
Thank you
Yours sincerely
Mike Wakiey 7
Retail Line Manager
Swyddfa’r Post Cyf. Wedi'i Gofrestru yn Lloegr Rhif: 2154540
Swyddfa Gofrestredig: Ty Gavrelle, 2-14 Bunhill Row, Llundain EC1Y 8H
Mae Swyddfa'r Post a symbol Swyddfa'r Post yn nodau masnach
i Swyddfa'r Post Cyf yn y Deyrnas Gyfunol ac mewn gwledydd eraill
Post Office Ltd. Registered in England Number: 2154540
Registered Office. Gavrelle House, 2~14 Bunhill Row, London EC1Y 8HQ
The Post Office and the Post Office symbol are registered trade marks
of Post Office Ltd in the UK and other countries.
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Mr Mike Wakley
Post Office Limited i
Celtic Court : i
Tremaines Road ! I
BRIDGEND H I
CF31 1TZ
Alan Bates 0
16" April 2003
Reference: Losses and Gains
Dear Mr Wakley
Iam in receipt of your letter dated 14" April 2003 confirming our conversation regarding
losses and gains at our office which have always been rolled over since the installation of
Horizon. I appreciate that you may well have been unaware of this practice at the office but can
assure you many others Post Office staff knew of it.
My comments regarding this were well documented in a number of letters to Post Office
Counters Limited such as that dated 19" December 2000 to my then Retail Line Manager,
Gerry Hayes, which like all letters was sent recorded delivery.
The problem with rolling over the losses and gains is that I presume I would be accepting
liability for them which is something that I have pointed out in writing to you since the
introduction of Horizon here, I am unable to do until such time as I am able to access the data
that I am being asked to be responsible for. As I have written previously “The totally
inadequate report system has been made so complex it lacks the ability to interrogate the
system when you know the information is inside”, if 1 am unable to access the data to check
items it is totally unreasonable to expect me to accept the liability from uncheckable data.
Yours sincerely
Alan Bates, Subpostmaster Craig-y-Don Post Office
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Bates has demonstrated in lots of other ways his disaffection with PO Ltd and lack
of cooperation. take the view he is not a person who wants to work with us and would be better
off without him. are clearly within our rights to end our contractual relationship with 3 months
notice and this is what —_ have done.
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_ 2 Ci Celtic Court
Tremains Road
‘ BRIDGEND
. CF31 11Z
2 May 2003
Mr A Bates °
POST
OFFICE
“rhan hanfodol o fywyd bob dydd’ www.postoffice.co.uk
“ nessential part of everyday life” www.postoffice.co.uk
Dear Mr Bates,
RE: LOSSES AND GAINS
Thank you for your letter of the 16 April 2003,.the content of which has been noted.
Nevertheless, I must point out that you are Bound by the Terms and Conditions of your
Contract for Services, which was. acknowledged by you on the 31 March 2003, when (
accepting your appointment. N q A
To this effect you are charged with ensuring that all accounts entrusted to you are kept
in the form prescribed by Post Office Ltd, by using the approved accounting system i.e
Horizon, and therefore, in the event of any losses occurring these should be made good
without delay (Section 12, paragraph 4, Section 12, paragraph 12 refers).
Accordingly, failure to comply with these obligations can be construed as a Breach of
Contract, which could ultimately put your Contract for Services ‘at risk’.
Jl
Swyddfa'r Post Cyf. Wedi'i Gofrestru yng Nghymyy a Lloegr Rhif 2154540
Swyddfa Gofrestredig: 80~86 Old Street, Liundain ECIV NN
Mae Swyddfa’r Post a symbol Swyddfa't Post yn nodau masnach
i Swydafa’r Post Cyf yn y Deyrnas Gyfunol ac mewn gwiedydd eraill
Post Office Ltd. Registered in England and Wales number. 2154540
Registered Office: 80-86 Old Street, London ECIV 9NN
The Post Office and the Post Office symbol aie registered trade me
of Past Office Ltd in the UK and other countries, E1/50/147
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2CiH
I would therefore, request that you acknowledge the content of this letter within 10 days
of its date of posting, confirming that your accounts are being maintained in the correct
fashion. Which would also include adhering to the proper procedure in respect of
making good your losses, as per your Contractual Obligations.
Yours sincerely,
MIKE WAKLEY
Retail Line Manager
To: MIKE WAKLEY
Retail Line Manager
¢ [note the contents of this letter and confirm that my accounts are being
maintained in the correct fashion
SIQNed: occ eeeee cere
Date: on,
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Mr Mike Wakley 2 D) _Alan Bates,
Post Office Limited ' I
Celtic Court : H
Tremaines Road \ H
BRIDGEND I i
CF31 1TZ i
15" May 2003
Reference: Losses and Gains
Dear Mr Wakley
With regard to your letter dated 2"! May 2003, I presume the Terms and Conditions of my
Contract of Service you refer to are those I acknowledged on the 31° March 1998 and not 31
March 2003 as stated in your letter.
You refer me to section 12 of that contract “The Subpostmaster is responsible for all losses caused
through his own negligence, carelessness or error, and also for losses of all kinds caused by his
Assistants. Deficiencies due to such losses must be made good without delay.” You tightly point
out that I have agreed these terms and I can confirm I would gladly make good any losses caused
in these manners. But I can see nothing in this clause which states that I am also liable for data I
am unable to check,
Taken to an extreme, if the Horizon system said I owed £1,000,000 you would say I would have to
make good the loss without delay and without question.
There is no way I will agree to be held responsible for data I have input until such time as I am
able to access the data that I am being asked to be responsible for. In trying to state that I have
acknowledged such things in the Terms and Conditions of my Contract of Service you are in effect
purporting to vary this contract.
As we are talking about matters contractual I would also draw your attention to item 4 5, and
reference is also made in item 4.4 of the Conditions of Appointment for Craig Y Don Sub Post
Office included in the Contract of Service. This relates to the National Lottery playstation which
was already installed and operational when we took over the business. The Post Office removed
the machine at the end of January 1999 despite all my protests both written and verbal about the
loss of revenue they were going to cause me, about how it had been part of my business plan
Tevenue projection, of how we had doubled the turnover of the terminal in the few months we had
been in office. I presume the Post Office will now be returning the terminal to us and making
good the loss of income we have incurred during the period we were without the terminal.
Finally, in respect of an issue I raised with you in my letter dated 3“ December 2003, namely
recovering the financial shortfall from the private side of our business due to Post Office Limited’ s
actions. Our accounts are currently with the firm of Chartered Accounts we use, who are
preparing a statement on the level of shortcomings we have incurred. It will be significant and we
will be looking to recover that lost income swiftly. In the meantime I would appreciate it if you
would ascertain to whom the correspondence should be directed, in order to minimise the delay in
meeting our claim. Or would it be better to address it to you?
Yours sincerely
Alan Bates, Subpostmaster Craig-y-Don Post Office
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Cownteri Swyddta'r Past Cyf
Post Office Counters Ltd
BO March 1998
Our Ref: NEWAPP1
Dear Mr Bates
Tam delighted to inform you that your application for the Subpostmastership of
Craig y Don Post Office, in the premises Situated at 21 Queens Road Craig y Don
Llandudno, has been successful. -
The transfer of the office will take place on a mutually convenient date, normally on
the half day closure, when a member of Post Office Counters Limited staff will
attend to transfer the cash and stock to you.
The present Subpostmaster has been notified of your appointment and I would be
8rateful if you would write to the Agency Recruitment Manager at the address
overleaf when the legal affairs connected with the transfer of the business / Property
have been completed.
Please find enclosed with this letter two copies of a list of the main conditions
attached to your appointment. Would you kindly confirm your acceptance of these
conditions by signing one copy and returning it, in the envelope provided, to the
Agency Recruitment Manager. Please do not hesitate to Ting if you heed further
information about Your appointment.
May I take this opportunity of welcoming you to the ranks of our local
subpostmasters and of wishing you every success in this venture. Post Office
Counters Ltd will endeavour to Support you through every stage of your
appointment. The Helpline number below is your first Point of contact and the staff
in our Regional Office will be only too pleased to help and advise you on any
matter,
Good luck!
Cownteri Swyddfa'r Post Cyf
Post Office Counters Led
Gogledd Cymru a Gogledd Orilewin Lloegr
North Wales and North West.
Capstan House, Chandler's Point
35 Broadway, Salford Quays
™ pSalfned tases
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e
Post Office Counters limited 3 B 4
North Wales and North West Region
Capstan House
Chandlers Point
35 Broadway
Salford Quays
SALFORD M5 2YY
The remuneration at the office is determined partly by an Assigned
Office Payment (A.O.P) paid in twelve equal instalments and partly
by a variable volume related Payment (called a Product Payment)
which reflects the work transacted at an office in an accounting
period. The Product Payment is also paid monthly and is calculated
two months in arrears.
By way of example, based on last year’s traffic, the Product Payment
would be £23,410.47 per annum which together with the Assigned
Office Payment of £14611.51 per annum equates to a total of
£38,021.98 per annum. °
However, in order to reflect the uncertainty and risk to Post Office
Counters Ltd in making an appointment to fill this vacancy, the
remuneration paid for the first 12 month period will be 75% of the
payment as above. The remuneration covers any attendance during
normal scheduled hours.
You will be required to attend 2 days training prior to your taking up the
appointment. The training will also be offered to your spouse or partner.
The Training Manager will contact you to discuss the arrangements.
The office opening hours, as agreed at interview, will be:
Monday to Friday —_09.00 to 5.30
Saturday 09.00 to 12.30
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4) The following conditions will also be attached to your appointment:
41 Posters and Advertising
Notices and publicity must not be fixed to the counter screen without the agreement
of the retail network manager. Permission will not be given for non Post Office
advertisements in the Post Office area.
42 Quality of Service
In order to monitor the quality of service given at your office, samples of waiting
times will need to be undertaken on a daily basis. The timings for these samples
will be provided to you.
43 Signage
A signage pack depicting Post Office Counters latest corporate imagé, incorporating
a lozenge, fascia board and window decals is to be installed at your cost within 6
months of taking up appointment. The signage to be manufactured and installed by
a company nominated by POCL.
44 Trading Hours
Immediately upon taking up appointment, the trading hours are to be 09.00 to 5.30
Monday to Friday, and 09.00 to 12.30 on Saturday, with the private business
operating until 7.00pm on Wednesday and Saturday to accommodate national
lottery requirements. -
45 National Lottery
A National Lottery playstation must be installed in a prominent position within the
shop trading area.
46 Weekly accounting “
The outlet currently utilises a computerised system to handle its accounting aspects.
This arrangement which contributes significantly towards safeguarding the
standards and quality of the work which is undertaken on behalf of our client
customers and is a system which should continue to be used until the office is
automated as part of the national Programme currently being rolled out.
4.7 Introductory and ongoing procedural training.
We will provide all training necessary for yourself.
It is critically important that both yourself and your staff should keep abreast of
revised procedures, and become fully familiar with new elements of work that are
introduced. You will therefore be expected to conduct refresher training sessions
with you staff from time to time outside normal Post Office opening hours using
material and training briefs that will be supplied to you,
Additionally, meeting and training sessions are organised periodically for
subpostmasters by the Retail Network Manager, and under the terms of your
contract-you will be expected to attend these events.
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4.8 Welsh Language Act
The Welsh Language plan, which the Post Office has prepared in response to the
requirements of the 1993 Welsh Language Act, stipulates that third parties
delivering services on behalf of the Post Office must comply with the contents of
that plan. The main thrust of the Act is to normalise and promote the use of the
Welsh language alongside English. I will provide you with a copy of the Post Office
scheme under separate cover.
49 Post Office Point of Sale displays
Sufficient wall space must be afforded to accommodate two Post Office point of
Sale displays. Merchandising officers, whom we will contact on your behalf, will
advise you on the layout should you need to alter the existing display
arrangements.
4.10 Mystery Shopper Scheme
Post Office Counters Ltd operate a “Mystery Shopper” scheme to check upon the
standard of service given to our customers . It is run by a wholly independent
outside market research organisation . The reports received, both good and bad, are
being fed back to offices and, where shortfalls from your contractual commitments
are revealed, we will be asking you to take any necessary corrective action.
411 ueuing Area
An adequate space must be provided for customers waiting for service. When
consideration is being given at the six month stage as to what layout and product
changes should be made, there should be discussions with the retail network
manager regarding installing a formal queuing system.
4.12 Counters Club
Also at the six month stage, if product lines are being reviewed, consideration
should be given at that time to joining the Counters Club, if the products are viewed
to be compatible with the retail offer at Craig y Don. -
5) As an incoming Subpostmaster there is an obligation for you to implement
any Security recommendations made by our Regional security section. Any
works should be completed no later than three months after your
appointment, and may I remind you that no alteration to the Post Office
accommodation should be made without first consulting myself.
6) You will be bound by the terms of the standard Subpostmasters Contract for
services at scale payment offices; a copy of which is enclosed.
Office: CRAIG Y DON POST OFFICE
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Cownteri Swyddfa’r Post Cyf
Mr A Bates Post Office Counters Ltd
G january 1999
Dear Mr Bates
ON LINE LOTTERY TERMINAL RELOCATIONS
I wrote to you in September to inform you that we were considering removing the
lottery terminal from your office. We have held a meeting to decide which terminals
need relocating and I am sorry to have to tell you that we decided to relocate the lottery
terminal from your office. The terminal will be switched off by Camelot on Wednesday
27 January and collected from your office shortly after that. I shall arrange for a notice
to that effect to be sent to you for display.
When making our decision we took full account of all the relevant factors. These
included the viability of your office, your sales figures, what steps have been taken to
increase sales, and the social and economic climate in your area. However, we have not
been persuaded that the terminal should remain in your office.
I understand this decision will be extremely disappointing for you, but it has been taken
with the overall needs of Post Office Counters in mind, and in the best interests of the
business as a whole. Please feel free to discuss any aspects of this decision with your
Retail Network Manager as we wish to do everything we can to support you in the
future.
GRO
Tan Williams
Commercial Development Manager
Cownteri Swyddfa'r Post Cyf
Post Office Counters Led
Gogledd Cymru a Gogledd Orllewin Lloegr
North Wales and North West
Capstan House, Chandler's Point
Caan 35 Broadway, Salford Quays
) Salford Ms 2YY
X FfocsmiliFacsimile
Ny
At
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POST OFFICE COUNTERS LTD
SECTION 12
RESPONSIBILI POST OFFICE AND. HH
CREDIT STOCK OF STAMPS ETC,
1. The Subpostmaster on taking up his appointment is supplied with suitable Post Office
stock, the amount of which is fixed by the Regional General Manager.
CASH BALANCE
2. The Subpostmaster is permitted to hold Post Office Counters Ltd cash normal to meet
Payments at his sub-office after due allowance has been made for expected receipts and
in accordance with official accounting and security instructions.
3. The Subpostmaster is expressly forbidden to make u: use of the balance due to Post Office
Counters Ltd for any purpose other than the requirements of the Post Office service;
and he must, on no account apply to his own private use, for however short a period,
any portion of Post Office Counters Ltd funds entrusted to him. He must also be
careful to keep the Post Office money separate from any other monies. Misuse of Post
Office Counters Ltd cash may render the offender liable to prosecution and, or, the
termination of his Contract of Appointment.
ACCOUNTS
4. The Subpostmaster must ensure that accounts of all stock and cash entrusted to him by
Post Office Counters Ltd are kept in the form prescribed by Post Office Counters Ltd.
He must immediately produce these accounts, and the whole of his sub-office cash and
stock for inspection whenever so requested by a person duly authorised by the
Regional General Manager. .
47 Issue
September 1994
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5B
SECURITY OF CASH, STAMPS ETC.
10.
11.
The Subpostmaster is held strictly responsible for the safe custody of cash, stock of all
kinds and other Post Office Counters Ltd property, papers and documents, whether
held by himself or by his Assistants, and should keep them in a place of security,
especially at night.
The Subpostmaster is responsible for maintaining a standard of security sufficient to
enable him to meet the obligations laid on him by paragraph 5 for the safe keeping of
Post Office Counters Ltd cash and stock placed in his care. If any circumstances arise
which lead him to doubt whether he can do so he should immediately consult the
Regional General Manager.
In deciding the standard of security which it would be reasonable to require under
paragraph 6 Post Office Counters Ltd will have regard to (a) the circumstances in
which the Subpostmaster was appointed, and in particular the standard of security
then accepted; (b) the length of time since his appointment; and (c) any particular
circumstances affecting the sub-office which appear to be relevant.
All vouchers for payments e.g. Postal Orders, Allowance Dockets etc., should be placed
ina suitable receptacle(cardboard box or strong envelope), labelled “Paid Vouchers”
and at the close of business kept separately from cash and stock in another secure
place, such as a locked drawer or cupboard.
The Subpostmaster must be careful to keep his stocks of all kinds in such a manner that
they remain in good condition. The stocks must be protected against damp and dust.
Datestamps used for authenticating documents (e.g. Postal Orders) or stamping
correspondence must be kept in a position on the counter where they are out of reach
of members of the public. When not needed for work they must be locked away.
Precautions should be taken to guard against the risk of fire.
48 Issue
, September 1994
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LOSSES
12. The Subpostmaster is responsible for all losses caused through his own negligence,
carelessness or error, and also for losses of all kinds caused by his Assistants.
Deficiencies due to such losses must be made good without delay.
13. The financial responsibility of the Subpostmaster does not cease when he relinquishes
his appointment and he will be required to make good any losses incurred during his
term of office which may subsequently come to light. i!
GAINS
14. Surpluses may be withdrawn provided that any subsequent charge up to the amount
withdrawn is made good immediately.
THEFT OR BURGLARY
15. _ Ifa theft or burglary is committed or attempted at a sub-office, whether or not official
cash or stock is stolen, the facts must be reported at once to the Police and to the
Regional General Manager by the person who firstmakes the discovery.
MISSING OR STOLEN STOCK
16. _ Ifa Subpostmaster considers that any stock items have been accidentally lost, or stolen
he should make a report, in accordance with Appendix 1, as quickly as possible to the
Regional General Manager.
49 Issue I
September 1994 4
©Copyright reserved
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RELIEF
17, COUNTER LOSSES A Subpostmaster may exceptionally not be required to make good
the full amount of certain losses at his office. If he feels entitled to relief in making
good a loss he should apply to the Retail Network Manager.
18. THEFT OR BURGLARY The question of granting relief will depend upon whether the
Subpostmaster has taken reasonable precautions to safeguard the official cash and
property.
19. FRAUD All cases of fraud or attempted fraud should be reported immediately to the
Regional General Manager.
(APPENDIX 1 FOLLOWS)
. 50 Issue
September 1994
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Mr Glenn Chester Alan Bates
Post Office Limited [
Celtic Court
Tremaines Road
BRIDGEND
CF31 1TZ
13" February 2002
Reference: Horizon Faults and Shortcomings
Dear Mr Chester
Having given your recent request for the office total to be reset to zero after each weeks’
balance much consideration, my concerns are as follows.
Since I have been writing to you and your predecessors about my concerns over the Horizon
System I have always maintained the position that I am unable to accept any liabilities shown
by the system until such time as I am able to access the data to check it. I refer you to my letter
dated 18" July 2001 where I clearly state my position and suggest a way in which this could be
done, without any compromise to the security of the data.
However I am concerned on two points over your recent request about zeroing the system
weekly by taking money out or putting money in. Firstly it is the liability I am accepting by
default in agreeing to put money in if the system shows short, while there is no report writer
package to assist me track transactions. Secondly is the concern that the system does not
actually log what the weeks’ shortage or over was or how it was arrived at anywhere on the
documentation we print out and keep. Although at one point the information does appear on
the screen, that information is lost the moment we ‘roll over’. At least with the current way we
are finishing our balance we can track from week to week our position and know where the
office stands at any one time.
Related to the above concerns is the matter of error notices which at present are almost
impossible to process as we are unable to retrieve the data about the transactions. Although
some data is still accessible up to 30 days after the transaction most error notices are for
transactions at least 10 weeks ago. Nowadays we are having to refer these error notices back to
Chesterfield for more supporting documentation, but it would be so much easier and quicker to
access the data at our office to help us track what had happened.
Referring back to your original request, I will gladly conform to your requirement but I must
make it clear that my position with regard to Horizon derived figures has not and will not
change until such time as I have access to the data and a Teport writer package with adequate
training is provided.
Yours sincerely
Alan Bates — Subpostmaster Craig-y-don Post Office
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Celtic Court 4
Tremains Road I I
BRIDGEND
CF31 1TZ
5 August 2003
Personal
Mr A Bates
Dear Mr Bates,
I am writing further to my letter dated 4" June 2003 and your written representation
dated 12" June 2003.
In accordance with Section 1, Paragraph 10 of your Contract for Services, I am writing to
issue you with three months notice of termination of your Contract for Services.
The termination of Contract will take effect on 5'" November 2003.
Please sign and return one copy of this letter.
Yours sincerely,
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To: Mike Wakley
Retail Line Manager
! note the contents of this letter
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27.08.03
Dear Mr Bates
Thank you for your letter dated 7" August addressed to Allan Leighton,
Chairman Royal Mail, which has been forwarded to me for reply.
I have now completed my enquiries into the issues you have raised,
and I apologise for the delay in replying to you. My enquiries have
taken longer than expected.
I have spoken with a number of the personnel involved in the search for
a solution to the situation at Craig y Don Post Office® branch.
Although I regret that the situation has reached the point of termination
of your contract, I am confident that the various teams concerned in the
events have worked hard to provide support and assistance to you in a
consistent and sympathetic manner. This support included a number
of on site attendances to assist with balancing and also to provide extra
training on the Horizon system. The aim was always that of achieving a
solution to the difficulties you were experiencing in managing
transactions and processes at Craig y Don Post Office® branch.
The Horizon system at Craig y Don Post Office® has been reviewed
and interrogated in response to your complaints, and the reports from
both the Horizon Field Support team and the NBSC have confirmed
that there is nothing inherently wrong with the Horizon system installed
at the branch.
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The Sub postmaster contract is clear on the requirement that
postmasters must make good losses or gains made when misbalances
occur and to bring error notices to account appropriately. It is evident
you have consistently refused to do this, even when specifically
requested to do so by the Area Management team. The contract also
states that either party, Post Office Ltd or a Sub postmaster, may
terminate the contract with three months notice without a reason being
given. In this instance the Management Team, on behalf of Post Office
Ltd, are exercising their right under this clause to terminate the
agreement with you.
I am sure you have carefully considered the idea of your website. I feel
that you should be aware that use of Post Office Ltd's imagery on your
website may constitute trade mark infringement.
In the circumstances I feel that the Management Team has been wholly
professional in the management, deliberation and investigation of your
issues.
Yours sincerely
Ria MacQueen
Case Liaison Manager
Post Office Ltd
Operations
Telephone:
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From The Chairman’s Office
11 August 2003
1-545709105
Mr Alan Bates
Dear Mr Bates
Thank you for your letter dated 07 August 2003 to Mr Allan Leighton, Chairman of
Royal Mail.
A full reply will follow once our enquiries are completed.
Yours sincerely
Stephen Kenny
Chairman’s Office
5th Floor, 148 Old Street, LONDON EC1V 9HQ
Teli Fax:h ‘extphone:
To ensure that we maintain the highest possible standards the service we provide to you is monitored on our behalf by a
research agency. Each month telephone interviews are conducted with a sample of the customers with whom we have
been in contact. If you would prefer not to be contacted please call Freephone 0800 652 5900 within 7 days of the date of
this letter and quote the reference above.
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