Working Group for the Initial Complaint Review and Case Mediation Scheme
Standing Agenda for Thursday Calls
Attendees
Sir Anthony Hooper
Alan Bates (JFSA)
lan Henderson (Second Sight)
Ron Warmington (Second Sight)
Chris Aujard (Post Office)
Belinda Crowe (Post Office)
Angela Van Den Bogerd (Post Office)
Claire Parmenter (Bond Dickinson)
David Oliver (Post Office)
Apologies
Kay Linnell (JFSA)
Andy Parsons (Bond Dickinson)
Agenda
1. Status of current applications that have not yet been accepted
2. Status of accepted applications awaiting a Case Questionnaire Response
3. New Case Questionnaire Responses
4. Post Office / Second Sight investigation progress
Issues with resourcing / timings
N oO
Review outstanding actions
8. AOB
Any other queries raised by Applicants / Advisors
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Thursday 6" February, 13:00 — 14:00
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1. Status of current applications that have not yet been accepted
Case Status
No.
Working Group decisions /actions
M102 Criminal case where PO not proceeding — SLO1
letter issued yesterday
Case tracker to be updated to reflect
that the SLO1 letter was issued on 5
February
e WG to review in 2 weeks-time on late applications raised by AB. AB to upload to Huddle
the applications, details of wnat has happened on these cases including why the
Solicitors failed to submit any papers on time
2. Status of accepted applications awaiting a Case Questionnaire Response
Case Status
No.
Working Group decisions /actions
Mo91 Professional Advisor has requested an
extension to 4 March.
BC to write a letter to the Professional
Advisor cc’ing the Applicant to specify
that the extension is granted but it is
unlikely that any further extensions will
be granted.
M115 Professional Advisor has requested an
extension to 4 March
BC to write a letter to the Professional
Advisor cc’ing the Applicant to specify
that the extension is granted but it is
unlikely that any further extensions will
be granted.
M063 Professional Advisor has requested an
extension to 4 March
BC to write a letter to the Professional
Advisor cc’ing the Applicant to specify
that the extension is granted but it is
unlikely that any further extensions will
be granted.
M133 Professional Advisor has requested an
extension for an unspecified period.
BC to write a letter to the Professional
Advisor cc’ing the Applicant to specify
that the extension request was
submitted after the deadline and we do
not give unlimited extensions. We are
prepared to give an extension for 2
weeks but it is unlikely that any further
extensions will be allowed.
M143 Professional Advisor has requested an
extension for an unspecified period.
BC to write a letter to the Professional
Advisor cc’ing the Applicant to specify
that the extension request was
submitted after the deadline and we do
not give unlimited extensions. We are
prepared to give an extension for 2
weeks but it is unlikely that any further
extensions will be allowed.
e In future Second Sight should forward all requests for extensions to BC; BC authorised
to grant 2 week extensions on a discretionary basis without reference to the Working
Group. NB: this should not be advertised with Professional Advisors that there is
discretion to extend.
e BC to refer all other requests for extensions to the Working Group.
3. New Case Questionnaire Responses
« The Working Group agreed that Second Sight should read all CQRs as soon as they
arrive. If there are supplementary questions that need to be asked on the CQR then
Second Sight should ask the Applicant/Advisor those questions immediately allowing
them 7 days to respond. Second Sight should notify BC when CQRs are submitted and
when they have requested supplementary information from the Applicant/Advisor to
avoid BC chasing late CQR submissions. The CQRs will only be put to the Working
Group when Second Sight consider they are final.
« New column to be included in the Case Tracker to reflect this process
Second Sight query
Case Status Working Group decisions /actions
No.
M007 Further submission submitted as a result of a Post Office to report whether extra
Second Sight query to the Applicant/Advisor investigatory time required and report
to Working Group on 20 February
M032 Appears the applicant has prepared the CQR CQR accepted. Post Office to
and the Advisor has submitted it as-is. Very investigate and obtain previously
little information provided therefore will be requested call logs. Working Group
difficult to investigate. Post Office suggests it approved 6 weeks’ timescale for this
is accepted onto The Scheme. report.
M038 Second Sight need to ask additional questions. I WG not accepting CQR at this stage.
Second Sight to resubmit by 20
February.
Mo65 Further submission submitted as a result of a Post Office to report whether extra
investigatory time required and report
to Working Group on 20 February
4. Post Office / Second Sight investigation progress
finalised. Request extension from 6th Feb to
20th Feb. Not first extension
Case Status Working Group decisions /actions
No.
Mmoo2 Investigation complete. POL report being N/A
finalised.
M003 Investigation complete. POL report being Extension granted.
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Case
No.
Status
Working Group decisions /actions
Mo11
Investigation complete. POL report being
finalised.
N/A
M017
Investigation complete. POL report being
finalised. Extension required to 20" Feb
Extension granted.
Mo19
Investigation complete. POL report being
finalised. Extension required from 6th Feb to
13th Feb. Not first extension.
Extension granted.
M021
Investigation complete. POL report being
finalised. Extension required from 6th Feb to
13th Feb
Extension granted.
M022
Investigation complete. POL report being
finalised. Extension required from 6th Feb to
13th Feb. Not first extension.
Extension granted.
M028
Investigation complete. POL report being
finalised.
N/A
Mo29
Investigation complete. POL report being
finalised.
N/A
M030
Investigation complete. POL report being
finalised. Extension required from 6th Feb to
13th Feb. Not first extension.
Extension granted.
M031
Investigation complete. POL report being
finalised. Extension required from 6th Feb to
13th Feb. Not first extension.
Extension granted.
M035
Investigation complete. POL report being
finalised.
N/A
M039
Still awaiting info to complete investigation.
Extension required from 6th Feb to 27th Feb.
Extension granted.
M048
Investigation complete. POL report being
finalised. Extension required from 6th Feb to
13th Feb. Not first extension
Extension granted.
M051
Extension required from 13th Feb to Sth
March
Extension granted.
M054
Investigation complete. POL report being
finalised. Extension required from 6th Feb to
13th Feb. Not first extension.
Extension granted.
M062
Investigation complete. POL report being
finalised. Extension required from 6th Feb until
20th Feb. Not first extension.
Extension granted.
M076
Investigation complete. POL report being
finalised. Extension required from 6th Feb to
13th Feb. Not first extension.
Extension granted.
M127
POL requested to provide an update to WG 6th
Extension granted.
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Case
No.
Status
Working Group decisions /actions
Feb — extension required to 13th Feb. Not first
extension.
5. Any other queries raised by Applicants / Advisors
Case
No.
Query
Working Group decisions /actions
4 invoices received from Aver for £1,500 +
travel expenses; travel expenses are not
authorised except for mediation. BC in
process of drafting a letter to Aver to clarify
that they are not entitled to travel expenses.
Working Group agreed travel expenses
are not included. BC to write to Aver
confirming this using the same
formulation as the Working Group
agreed for Howe & Co.
6. Issues with resourcing / timings
approved list) wants training and to be taken
through the Horizon processes with one of the
area managers.
Case Issue Working Group decisions /actions
No.
M087 Professional Advisor (not on Post Office’s Post Office to issue letter to
Professional Advisor confirming the
Working Group is not minded to
provide training. The original
application submitted was detailed and
accompanied by a large amount of
supporting documents; Advisor to.
specify areas they are seeking
clarification on.
7. Review of outstanding actions
Actions to be picked up as part of the next face-to-face Working Group on 7 March
Ref. No. I Action Update Action Owner
28 Post Office to reinforce the point that I Correspondence issued to JS/CA
files not to be destroyed — Note to Royal Mail and from Royal
issue in Chris Aujard’s name — Mail to Iron Mountain
including letter to Royal Mail and
other relevant bodies.
34 Re: Data Protection AP to discuss AB's I Data protection letters have I AP
letter after meeting. been issued to AH and AB
and uploaded onto Huddle
with InfoSec rules
8. AOB
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The Working Group agreed to consider all cases where no response has been
received to SLO1and reminder letters on 20 February; in the meantime BC to ensure
all channels of communication have been exhausted
Next Working Group call on 13 February cancelled
CA not available for the Working Group call on 20 February