POL00026652
POL00026652
Working Group for the Initial Complaint Review and Case Mediation Scheme
MINUTE
Teleconference details:
Dial:
Participant's code
FOR THE CHAIR ONLY - Dial:
Cod
Attendees
Sir Anthony Hooper (Chair)
Alan Bates (JFSA)
Kay Linnell (JFSA)
lan Henderson (Second Sight)
Ron Warmington (Second Sight)
Chris Holyoak (Second Sight)
Chris Aujard (Post Office)
Belinda Crowe (Post Office)
Angela Van Den Bogerd (Post Office)
David Oliver (Post Office)
Andy Parsons (Bond Dickinson)
Claire Parmenter (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
5. Standing case updates
6. Cases with Second Sight to review PO investigation reports
7. Any other queries raised by Applicants / Advisors
8. Issues with resourcing / timings
9. AOB
POL00026652
POL00026652
Thursday 17' April, 13:00 — 14:00
1. Status of current applications that have not yet been accepted
N/A
2. Status of accepted applications awaiting a Case Questionnaire Response
There are currently 27 cases where the CQRs are overdue:
* 6 are with SS for review before passing to the WG.
+ The secretariat has agreed with Second Sight that an update on those CQRs will
be produced for the next face-to-face Working Group meeting on 1*' May 2014.
+ 9 are Aver cases - please see section 7.
+ 12 are Howe & Co cases.
+ The remaining five cases break down as follows:
Case No. I Adviser CQR Due Date WG decision/ action(s)
M044 Ark Aurora an April BC to draft a letter for TH to
sign in line with previous
letters to PAs
M071 James 17" April BC to draft a letter for TH to
Cowper sign in line with previous
letters to PAs if CQR note
received by next WG call.
M108 Ark Aurora I 17" April BC to draft a letter for TH to
sign in line with previous.
letters to PA if CQR not
received by next WG call.
M109 James 4" March — letter sent on 11 April BC to update WG on 24 April
Cowper as per discussion at face-to-face
WG meeting on 1° April.
M126 BTG 11" April Now with SS. Final version to
be submitted to WG on 24
April.
M135 James 27" March — letter sent on 11" April BC to update WG on 24 April.
Cowper
as per discussion at face-to-face
WG meeting on 1° April.
WG Decisions/Actions
* WG to be firmer on chasing late CQRs
¢ SS to complete review of the 6 cases currently with them and submit to WG by 24
April.
POL00026652
POL00026652
Aver extension requests:
Action: BC to check with Emma Porter whether Bill Cleghori
and email her to:
© confirm extensions granted
request that applicants are notified of extension requests
stress the need for CQRs to be submitted before the new deadlines where
possible
clarify the position re M0130 (with no deadline) and report back to WG on
°o
°
°
next week's call.
* Howe & Co’s cases - PO had responded to Howe and Co's request for further
information and asked them to request any extensions via scheme enquiries. Action:
BC to draft letter for TH to explain that PO has responded to their request for
information and the WG expects the CQRs within the timescales agreed in previous
letter.
* CAexpressed concern that the pipeline of CQRs coming in was drying up with so
many being late.
Action: BC to provide a detailed report of outstanding CQRs for the next face-to-face
WG meeting on 1 May.
3. New Questionnaire Responses
BC explained that as there had been no comments on the update put forward on 10 April,
PO had started investigations on CQRs submitted last week, subject to WG's confirmation of
suggested deadlines.
Considered by WG on 27/3 - RW and
AVDB have confirmed and agreed that
RW will request further information. PO
suggested a deadline of 6 weeks from
40" April - 22/5 — to allow two weeks
for PA to provide the required
Case No. I Status Working Group decision / action(s)
M024 PO agreed acceptance on 10" April. WG noted CQR accepted on 10 April
M036 PO noted that this is an old case from I WG noted CQR accepted on 10 April.
2003 and may be difficult to investigate
but agreed to accept to investigate on
40" April.
M038 First CQR accepted by WG on 20/3. WG confirmed the deadline for PO
PO noted that this is a complicated investigation as 12 June.
case requiring a detailed investigation
of audit trails to answer the issues
raised. PO believes this will take longer
than 8 weeks and suggested a
deadline of 12/6 on 10" April.
M107 Unrepresented applicant. Limited AVDB to update the WG on this case at the
information on CQR. To be discussed. I next face-to-face WG meeting on 1° May.
M115 WG confirmed the deadline of 22" May.
AVDB to resend her email to RW about
information required from PA.
RW to check whether the information had
been provided.
POL00026652
POL00026652
information.
M118
PO noted that this is a very complex
case. The supporting information is
likely to be extensive and therefore the
investigation will take a considerable
amount of time. PO believes this will
take 8-10 weeks and will report back by
5/5.
AVDB to update WG on expected timescale
for investigation at the next face-to-face WG
meeting on 1°! May.
M107: AB explained that he had recently spoken to the applicant who had previously
thought that they had presented all the necessary information. WG agreed that PO
could continue to investigate the case as presented. Funding could be made
available should the applicant require it to seek advice should PO or SS have any
questions.
4. Post Office / Second Sight Investigation Process
New cases passed to Second Sight by Post Office:
Case No. I Status Working Group decision / action(s)
M048 Uploaded to Huddle on 15/4/14 N/A
M030 Uploaded to Huddle on 15/4/14 N/A
M007 To be uploaded to Huddle on N/A
17/4/14
MOo76 To be uploaded to Huddle on N/A
17/4/14
WG noted that multiple versions of CQRs
on Huddle is confusing.
Action AVDB: to ‘clean” the site and ensure that only the final versions of
documents appear in Huddle.
Cases identified for review at the face-to-face WG meeting on 1% May 2014:
Case I Status Working Group decision / action(s)
No.
M054 I PO report uploaded to Huddle on AVDB to update WG at next WG meeting on
24” April.
POL00026652
POL00026652
10/4/14
M022
PO report to be uploaded to Huddle I N/A
on 17/4/14
M127
PO report to be uploaded to Huddle I N/A
on 17/4/14
M054: TH commented that document JN22 did not appear to relate to the
relevant assertion made in the report.
Actions AVDB:
© to look at evidence doc. and report back at the next WG meeting on 24"
April.
oto .consider numbering conventions so that evidence is sorted in the order
as referred to in the investigation reports.
SS commented that they found the quality of PO’s investigation reports in M054
and across the caseload generally SS to be inadequate. TH suggested that if
that is the case the relevant points should be made in their report for
consideration by the WG at the next face-to-face WG meeting on 1* May.
The WG agreed that even though there were still outstanding questions for M022,
the PO report should be uploaded to Huddle this week in draft, along with M127.
SS anticipate that the additional questions put to the advisor should be submitted
next week (the PA is meeting the applicant today) and PO will amend the report
as appropriate when the responses are received
WG agreed that these three cases reports should be the priority for SS ahead of
the next face-to-face WG meeting on 1 May.
Action: SS to have their reports on M022, M054 and M127 ready for review by
the working group by COP 48 hours before the next face to face meeting on 1
May.
Cases under Post Office Investigation:
Investigations are continuing on all cases but PO is prioritising the review of the
reports already with SS to reflect the discussions at the face-to-face WG meeting
on 1 April 2014. PO aims to upload 8 reviewed cases by 24 April 2014 and the
remaining by 1 May.
Action: AVDB to remove the original reports from Huddle.
TH reminded AVDB to concentrate on what was the loss — and what caused the
loss - within newly drafted reports.
WG acknowledged the amount of work required to review the reports already with
SS that and agreed the requested deadlines (below) but reiterated the need for
speed in resolving these cases and asked that, where possible they be submitted
earlier.
POL00026652
POL00026652
Case No.
Status
Working Group decision / action(s)
M003
Investigation complete. Finalising
report. Extension (not 1°) to 15""
May required.
Extension granted to 15" May.
M018
Investigation complete. Finalising
report. Extension (not 1°) to 15""
May required.
Extension granted to 15" May.
M031
Investigation complete. Finalising
report. Extension (not 1°) to 8"
May required.
Extension granted to 8" May.
M032
Investigation on-going. Extension
(1°) to 15" May required.
Extension granted to 15" May.
M034
Investigation on-going. Extension
(1°) to 15" May required.
Extension granted to 15" May.
M040
Investigation complete. Finalising
report. Extension (not 1°) to 15"
May required.
Extension granted to 15" May.
M046
Investigation complete. Finalising
report. Extension (not 1°) to 15"
May required.
Extension granted to 15" May.
M051
Investigation complete. Finalising
report. Extension (not 1°) to 15”
May required.
Extension granted to 15" May.
M053
Investigation complete. Finalising
report. Extension (not 1°) to 15""
May required.
Extension granted to 15" May.
M058
Investigation complete. Finalising
report. Extension (not 1°) to 15”
May required.
Extension granted to 15" May.
Mo65,
Investigation complete. Finalising
report. Extension (not 1°) to 15"
May required.
Extension granted to 15" May.
M072
Investigation complete. Finalising
report. Extension (not 1°) to 15"
May required.
Extension granted to 15" May.
POL00026652
POL00026652
Case No.
Status
Working Group decision / action(s)
Mo93
Investigation on-going. Extension
(1°) to 15" May required.
Extension granted to 15" May.
e SS confirmed that they had not yet started to review any of these cases
5. Standing case updates
Case No.
Status
Working Group decision / action(s)
M004
AVDB to update
AVDB to update WG on 24" April.
Mos4
Post Office internal investigation is
complete. Findings finalised and
discussed with SPMR. SPMR now
wishes to enter the scheme.
Dealing with a new query from
SPMR - letter finalising position
will be sent out by 17” April.
AVDB to update WG on 24" April.
M112
Post Office internal investigation is
complete. Findings are ready to
be discussed with SPMR. Having
difficulties getting hold of SPMR.
AVDB to update WG on 24" April.
M114
Post Office internal investigation is
complete. Letter setting out
findings is being finalised ready to
be sent out by 17" April.
AVDB to update WG on 24" April.
M142
Post Office internal investigation is
complete. Findings finalised and
discussed with SPMR. SPMR now
wishes to enter the scheme. Letter
to SPMR sent out on 15" April.
AVDB to update WG on 24" April.
M143
AVDB to update
AVDB to update WG on 24" April. This is a
case where the PA has asked for it to be
expedited on health grounds.
+ TH asked for an update on M146. AP explained that there was no news.
Action: AP to raise the matter at management level in the SPF's office and report
back to the WG on 24" April.
POL00026652
POL00026652
6. Cases with Second Sight to review PO investigation reports
Case I Date sent I Deadline WG decision/action(s)
No. to SS
M001 I 31/12/13 Completion dependent I PO report to be taken off huddle until final
on revision following version is submitted.
mmeetingon 01/04, I Action: AVDB
M002 I 19/02/14 I As above. As above
Moog I 20/12/13 I As above. As above
M011 I07/03/14 I As above. As above
M014 I 20/12/13 ‘I As above. As above
mo1s Io9/01/14 I As above. As above
o17 I 21/03/14 I As above. As above
Mo19 I 20/03/14 I As above. As above
mo21 I 20/03/14 I As above. As above
Moz I 18/03/14 I AS above. As above
io29 I 03/03/14 I As above. As above
oso I 15/04/14 I As above. As above
M035 I07/03/14 I AS above. As above
mo4s I 15/04/14 I As above. As above
mos2 I 01/04/14 I As above. As above
ios7 I31/03/14 I As above. As above
Mos2 I 20/03/14 I As above. As above
mo76 I01/04/14 I AS above. As above
POL00026652
POL00026652
+ WG agreed that all documents uploaded to Huddle will be in PDF format — apart
from where that would be impractical, such as with Excel spreadsheets.
. Any other queries raised by Applicants / Advisors
+ See item 2 re Aver and How and Co.
+ Letter from M114 — AVDB to deal with as a management issue.
Issues with resourcing / timings
N/A
. AOB
+ Oliver Heald letter re late application:
Actions BC:
oto put on agenda for the next face-to-face WG meeting on 1 May.
0 to draft a letter to Oliver Heald QC for TH to sign to explain that his letter will
be considered by WG on 1° May.
POL00026652
POL00026652
POL00026652
POL00026652
POL00026652
POL00026652
POL00026652
POL00026652
POL00026652
POL00026652
POL00026652
POL00026652