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Postmaster
support
guide
® ©
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Foreword
Amanda Jones
Retail and Franchise
Network Director
Dear Postmaster,
Welcome to the second edition of the Postmaster Support Guide.
We first published this guide in summer 2020, so that we could detail the range of
support available to you and your teams and how and where you can access it.
Since then, we've listened to you and have reviewed many of our processes and
the way in which we support you, implementing improvements along the way. For
example, we've improved our investigations process and now provide additional
support for investigating discrepancies in branch.
This updated edition reflects the changes that we've made, and also incorporates a
new Postmaster Guide to Policies too. Our policies detail how our Post Office teams
will support you and your teams in running your Post Office branch, ensuring that
we treat you and your staff fairly, professionally and are transparent in everything
we do.
I hope you find this Postmaster Support Guide useful. If you have any feedback
about it or any suggestions for future inclusion, please do let us know through the
‘Feedback and complaints’ button on Branch Hub.
Thank you for all you continue to do, serving and supporting customers in
communities across the country.
I Amanda Jones
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Contents
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05
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34
85
Section 1: The purpose of this guide
Section 2: The relationship
Section 3: General support
Section 4: We're listening
Section 5: Training
Section 6: Customer experience
Section 7: Managing cash and stock and branch balancing
Section 8: Branch security
Section 9: Remuneration
Section 10: Accounting dispute resolution
Section 11: Contract performance
Section 12: Communications
Section 13: Postmaster guide to policies
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SECTION 1
The purpose of this guide
This guide has been written to share the support that is available from Post Office for
postmasters and their staff.
It is not intended to be a guide to everything that is available to you as a postmaster, but is intended
to help signpost key support routes. References in this guide to ‘postmaster’ and ‘you’ should, where
applicable, be read to mean branch managers and other branch staff. Nothing in this guide alters any
of the terms of the contract between Post Office and postmasters or introduces any new operational
procedures, it is simply a guide to the available support.
Why has this guide been created?
Post Office has changed — and continues to change. The support Post Office offers postmasters has
been significantly increased, both in the network and in the support centres. This guide shares what
that support looks like, so every postmaster can access support when they need it and to ensure
postmasters are aware of the most up-to-date support available to them.
We also recognise that sometimes things go wrong, and when they do we'll work with the
postmaster to resolve things as quickly as possible through the support processes we have in place.
We know Post Office hasn't always got things right and we hope this guide gives you confidence
that Post Office continues to change, with postmasters at the heart of everything we do.
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SECTION 2
The relationship
You hold a unique position at the heart of the community you serve.
A position of trust. A position of respect.
You have chosen to invest in the Post Office brand and in the local community.
With all this, we share an obligation to the The contract between Post Office and postmasters
thousands of customers who use Post Office requires both parties to act in good faith.
branches to ensure that we are providing the Post Office will behave fairly and professionally
highest quality service and standards. It is when working with postmasters, and as a
beneficial for both Post Office and postmasters postmaster we know you will do the same in
to work together to achieve this, and Post Office return, This guide has been written to support the
is committed to supporting you as a postmaster relationship between Post Office and postmasters,
and resetting the relationship with any postmaster outlining the expectations of both parties to ensure
where we have got things wrong in the past. we collectively deliver for the customers and
communities we serve.
If you don’t think we are getting it right, or don’t think a member of the Post Office team is
behaving in the right way, we want to know.
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SECTION 3
General support
What we'll do for you and/or your team
We provide several direct sources of support for postmasters, including face-to-face support,
telephone support and digital support and continue to build on these options to give you access to the
support you need.
Digital support
Branch Hub https://branchhub.postoffice.co.uk/bh provides a digital platform for many tasks that used
to be done over the phone. Information to help you troubleshoot issues is available on Branch Hub.
More useful tools are being added regularly to make Branch Hub a one-stop shop for postmasters.
We see Branch Hub as an important tool to provide even better support to postmasters and
welcome any ideas for more things we can make digitally available for you.
Branch Hub also contains the Digital Service Desk, an online version of the IT Service Desk, to report
IT issues. If you have an IT issue and are unable to use the Digital Service Desk, we also provide a
phone number to contact the IT Service Desk o1
highlighted it with the arrow icon to the right so you know you can use a
You will see throughout this guide that where digital support exists we have \
digital option whenever it is available. x
Support with day-to-day transactions
We provide information on Horizon about how to
transact products and services and topics such as
branch balancing and discrepancies. To access this
Help resource on Horizon, please press the Help
Home button and then press the appropriate button
for the topic you need.
What we ask of you and/or your team
Please use the support available to you as soon
as possible if you experience an issue. Keep in
touch with your area manager and please join
events and meetings you are invited to as these
are designed to benefit you and your business.
Joining regular meetings or support calls can
benefit you and your team.
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Section 3: General support
Face-to-face support
Your area manager can be contacted by telephone, email or WhatsApp. They provide tailored support for
an individual branch's needs and can share performance data and discuss operational issues with you.
Area managers and regional managers also hold events and meetings for postmasters, which are valuable
networking opportunities. You can add your area manager's name, phone number and email address
below for reference.
Area Manager:
Telephone:
Email:
I Please remember there are other support options available including training
I advisors, business support managers, security managers and audit advisors. They
' are all available to support you in the successful running of your business. For any
'
support needs, please contact the Branch Support Centre on
visit Branch Hub https://branchhub.postoffice.co.uk/bh in the first instance.
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Section 3: General support
Service and Support
One of the key business areas that is here to support you is the Service and
Support function whose role it is to continuously improve the experience of the
support we provide to you.
Service Centres
The team supports branches through providing issue resolution through our two
contact centres — the Branch Support Centre and the IT Digital Service Desk.
Branch Support Centre ¢_...GRO I
Q Branch Hub ~ search ‘Feedback and complaints’
IT Digital Service Desk
Q Branch Hub - search ‘IT lesue
Network Monitoring & Reconciliation
Supports branches to maintain accurate branch accounts and ensure
transactional errors are dealt with qui: tively. The team can be
contacted at branchanalysisteam@ GRO i
Network Support & Resolution
The team supports branches through providing fast and effective resolution on
any accounting issues raised. You can reach them via the Branch Support Centre.
Security Team
Supports branches by reducing risk of crime against Post Office Ltd to protect
you and your, -
Grapevine! GRO I
GRO
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Section 3: General support
Telephone support
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The Branch Support Centre can help if you experience an operational issue and should be your first
port of call if vou.need.any.support but don't know how to get it. The Branch Support Centre can be
{e)
contacted ont
call is listed below:
Arranging to resolve a discrepancy
ATM issues
Branch balancing
Cash ordering
Fit and Proper declarations
{You can also use Branch Hub to make a
Fit and Proper Declaration)
a;
IT issues
{The Digital Service Desk on Branch Hub
is also available to log an incident)
Missing posters or leaflets
Postmaster Account Support Team
Bank of Ireland ATM Helpdesk
Branch Support Centre
Inventory Support Desk
Branch Support Centre
IT Service Desk
Branch Support Centre stock queries
I If you need support with any of the following issues, the best number to
Remuneration queries
Reporting a security incident
(For example robbery, burglary and sleight
of hand incidents)
Reporting suspicious activity, fraud and
suspicions of money laundering
Safe repairs
Security equipment
Signage replacement
Smart IDs
Transaction Corrections (TCs)
Remuneration Support Centre
Grapevine
Grapevine
Insafe
Post Office Equipment Team
Futurama (approved signage
manufacturer)
Branch Support Centre
For an explanation of the TC, call the
number on the TC notification
To dispute a TC it's the Disputes Team
R
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Section 3: General support
The NFSP (nfsp.org.uk)
The National Federation of Sub-Postmasters (NFSP) is the trade association of those who own and
operate Post Office branches around the country. As postmasters themselves, they are acutely aware
of the challenges postmasters face on a day-to-day basis.
Mission
The NFSP is a membership-led organisation,
supporting members to operate Post Office
and retail outlets. It represents their interests
at every level of policy and decision-making.
It offers an opportunity to belong to, and take
part in, a community working together for a
more successful future. Membership is free.
The Board of Directors
The Board of Directors are either postmasters
themselves or representatives of owner/operators
of Post Office branches and provide a national
reach for networking and support on all issues
relating to Post Office branches. They work with
Post Office on behalf of members to enable a
positive and productive relationship between
the network and Post Office.
Networking
Split into 10 regions, there are regular seminars
that are open to postmasters with guest speakers
from across Post Office, Royal Mail and other
stakeholders, with the aim of informing postmasters
of the latest product information and retail trends.
Retail Support
The NFSP offers free advice, help and support to
postmasters to improve the business and help drive
sales. This covers store layout, preferred suppliers,
commercial property and finance.
Mails Support
A key component of every Post Office is mails
segregation. The NFSP Mails Segregation Team
offers support to enable postmasters to collectively
achieve the agreed targets with Royal Mail.
— a
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SECTION 4
We're listening
We want you to be confident that if you have a complaint or feedback, you have
the appropriate channel to escalate your concerns and that you have the confidence
these are dealt with effectively and in a timely manner.
Insight from any complaints will help us identify trends and aim to fix the root cause of
reoccurring issues so we want to hear from you:
Branch Hub — You can share your feedback at any time by following this link
https://branchhub.postoffice.co.uk/bh and clicking on the ‘Feedback and complaints’
box. This will escalate the complaint to our Issue Resolution Team.
Area Managers — Where possible your Area Manager will aim to resolve the complaint
or issue themselves but if unable to do so will escalate to our Issue Resolution Team.
here a Branch Support Advisor will take ownership of your complaint
and escalate, where necessary, to the Issue Resolution Team.
What we'll do for you and/or your team:
e When your complaint reaches the Issue Resolution
Team, we will acknowledge it within 24 hours
e Weill endeavour to resolve the complaint within
ten business days and keep you informed of progress
e Weaim to identify any wider trends in issues and
complaints to fix the root cause of reoccurring issues
e We invite feedback on satisfaction to improve the
service we provide
What we ask of you and/or your team:
e Please raise any complaints or feedback through
Branch Hub, Area Managers or the Branch Support
Centre; and
e Please respond to any requests for additional
information as required.
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Section 4: We're listening
Whistleblowing
We are committed to conducting business with the highest standards of honesty,
integrity and openness. The term ‘Whistleblowing’ refers to the act of exposing
potential or actual wrongdoing, misconduct and/or dangerous practices by reporting it.
We want anyone who is aware of, or suspects, wrongdoing which affects others to raise
their concerns safe in the knowledge that those concerns will be taken seriously and
treated confidentially.
We want you and your team to feel able to tell us about any issues you feel have not
been resolved, especially where they relate to failure to comply with the law, Post Office
policy or procedures, miscarriages of justice, criminal offences, endangering someone's
health and safety, damage to the environment, and covering up wrongdoing associated
with these areas, or others.
What we'll do for you and/or your team:
e We support anyone who raises a genuine concern, even if it turns out to
be mistaken
e Wewill fully investigate your concern and you will not be treated unfairly
or liable to any contractual action as a result of raising issues
« Wewill send you an initial response within five working days
What we ask of you and/or your team:
e You can use the ‘Feedback and complaints’ button on Branch Hub to
report any issues you are having in branch. If you don't have access to
Branch Hub or believe that an issue you have raised on Branch Hub has
not been fully resolved, you can raise the issue with your Area Manager
e If you don't feel able to raise an issue with your Area Manager or on
Branch Hub, you can raise issues directly with the whistleblowing team by
emailing GRO
* You can raise concerns anonymously, but this can limit the effectiveness of
any investigation if we can’t contact you to obtain additional information
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SECTION 5
Training
Early days support
The support we provide as you begin your journey with Post Office is key to helping you
build a vibrant Post Office. We start with the basics and build your confidence to help
you realise the commercial opportunities that a Post Office brings.
What we'll do for you
e We'll ensure that we fully support you during your early days of appointment to guarantee you
have the best possible start as a postmaster
e We'll reinforce and embed our training and build on the basics brilliantly to make sure you are
proficient in Horizon navigation, balancing and cash management. To help you achieve this, we'll
deliver to you a comprehensive package of training which includes eLearning, classroom training
and delivery of up to six days of on-site support by highly skilled training professionals. This
support will be supplemented by a minimum of one repeat balance visit, ensuring that you are
comfortable with the preparation of the weekly accounts
e The completion of on-site training is not the end of the early days support relationship; after this
period we pass the baton to your personal business support manager. Their goal is to tailor their
support to help you and your team move from being good to great during the early months
of appointment
What we ask of you
* Make best possible use of our skills, knowledge and experience ~ it really is that simple. Please
arrange for you or your nominated team member(s) to be on site and available during the six days
of initial training
e Oncompletion of your six days’ training, please be honest about any areas you and your staff
require greater support on and make sure you use the experience our business support managers
offer. They are highly skilled retail professionals and some have been postmasters themselves —
they know just how you feel
e Above all, never be afraid to shout out for additional support. We recognise that we all learn in
different ways and we have the willingness and flexibility to meet your needs
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Section 5: Training
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We also appreciate that training support is not just about those early days. It is important that you
and/or your team continue to feel confident when conducting Post Office transactions and processes
using Horizon.
What we'll do for you
e We'll provide a comprehensive operational °
training package to you and/or your team. We
want you to feel you can complete the basic
transactions and processes brilliantly
We have a blended learning approach,
which means we provide a combination
of online learning programmes, in-branch
training, face-to-face classroom courses and
operational guides and work aids. There really
is something for everyone who needs to
operate in branch using Horizon
Our Postmaster Operational Training
Catalogue is available and has details of all
the different options available. You'll find
details of how the training can be assigned
or booked, how long it is expected to take
and where to go for further help with your
learning needs
We'll monitor and review changes in
regulations for products and services and
we'll provide you with the training you and
your staff need to complete regularly to make
sure your branch remains compliant and your
customers are protected
Did you know?
What we ask of you
Please take advantage of the learning
available to you and your team. This will give
you the confidence and skills to deliver great
customer service
Remember operational training is available to
any new or existing members of your team
so please browse the catalogue and take
advantage of the learning options available.
The catalogue is available at
www.onepostoffice.co.uk/secure/
postmaster-training-catalogue/new-
postmaster-training-catalogue
Please make sure everyone completes
the required compliance training on time.
If the need arises, please work with our
Branch Standards team to address any
compliance issues
Remember to register all assistants and
make sure each individual working on the
Post Office counter has their own Smart ID
We ask for feedback on all our courses. Here is what some postmasters had to say:
“I've gained better
understanding of how to
investigate discrepancies.”
explained in depth.”
Investigating
Discrepancies pilot One-Day Basic Balancing
classroom course
“Amazing training pack, brilliant
training, every question asked
was answered confidently and
“Trainer was very professional
and knowledgeable, the training
exceeded my expectations.”
One-Day Basic Transactions
classroom course
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Section 5: Training
Knowledge Articles
Did you know there is information on Branch Hub:
https://branchhub.postoffice.co.uk/bh to help you troubleshoot common
issues and to boost your knowledge about Post Office processes,
products and services? Frequently accessed examples include:
e Help with Transaction Correction processes
* Help with completing and monitoring reversals
* Help with weekly and monthly stock unit processes
e Help with IT issues
You can also raise your IT incident there if you can’t resolve it using the
information provided.
More documents are being added all the time. It's worth checking there
first if you experience an issue or want to find out more information — it
could save you a phone call to the Branch Support Centre.
' You'll find the information on Branch Hub at https://branchhub.postoffice.co.uk/bh
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SECTION 6
Customer experience
Customers visiting your branch want to have the best possible experience. Obvious aspects such as
keeping your premises clean and tidy, having well-stocked shelves, being open when the customer
information says you will be open and friendly, knowledgeable staff all contribute to the
overall experience.
Not only does this ensure the customer enjoys their visit, but it is also likely to have financial benefits for
your business. Acting on customer feedback, both positive and negative, can make a real difference and
mean customers will want to come back. When there is a consistently good customer experience in the
Post Office network, the Post Office brand is strengthened and both Post Office and postmasters alike
benefit from that strong brand.
Standards
It is important to keep the branch safe, clean and accessible so customers can enjoy the branch experience.
What we'll do for you
We provide advice and feedback on branch standards through your area manager. We can also
help you with any further understanding of what is required to meet the Post Office branch
standards through your area manager if you think you need it
We provide branches with a customer feedback tool through Qualtrics
(https: //postoffice.eu.qualtrics.com)
We have provided a simple and easy-to-follow Display Standards Guide that outlines the
Post Office display standards for each area of your branch, including checklists, and contact
details of where to find more help. Please ask your area manager for a copy
What we ask of you
As a minimum, please keep the outside of your branch clean and well-maintained and make sure
the entrance is accessible to everyone and your business complies with the Equality Act 2010
Inside, please keep the branch clean, tidy and well-kept and the aisles clear and accessible.
Please keep all counters and counter screens free from clutter
Did you know?
Postmasters regularly win awards and recognition for their high
standards and customer service. Read their stories on the One website.
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Section 6: Customer experience
Opening times
It is important branches open for their advertised opening times as it gives customers confidence they
can access Post Office services when we've said they can. Making sure we have the correct opening
hours for your branch also means we can accurately reflect this in your safe access and security
monitoring times, keeping you and your staff safe and secure.
What we'll do for you
We advertise the opening hours for your branch on our online Branch Finder tool accessed by
customers at postoffice.co.uk/branch-finder. We aim to make the customer-facing website as
informative as possible for customers
We will consider any changes to opening hours you wish to make and work this through with you
What we ask of you and/or your team
Please make sure your opening hours match the ones advertised to customers on Branch Finder so
customers can access Post Office services during those times
If you wish to make a permanent change to your opening hours, please contact the Branch Support
Centre oni. in the first instance, and please wait for confirmation that the request
has been accepted before making any changes to your opening hours
If the store is open longer than the Post Office, please keep the Paystation” on the retail counter so
customers can access certain services such as energy payments out of hours
If you have a combi counter, please ensure it is available during your retail opening hours with
trained staff available to serve customers
Did you know?
Google My Business is a free and easy to use tool for businesses to manage
their online presence across Google Search and Maps.
To help customers find your Post Office you can simply verify your business
and edit your business information online or with the Google My Business app.
50% of all local searches on a mobile lead to a store visit within 24 hours!
To learn more about how Post Office can help you manage your Google My
Business account effectively speak to your Area Manager or contact the GMB
team ati GRO }
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Section 6: Customer experience
Health and safety at branches
Like anyone operating business premises, postmasters have a legal duty of care to ensure, as far as is
reasonably practicable, the health, safety and welfare of your employees, customers and members of the
public at or outside your premises. There are specific duties under the Health and Safety at Work etc.
Act 1974 and the Occupiers’ Liability Acts 1957 and 1984, such as making sure your premises are safe,
including external signage.
What we'll do for you
e We can direct you to the guidance available about your health and safety management
obligations, including guidance published by the Health and Safety Executive at
https://www.hse.gov.uk/
* Employers who have five or more employees should undertake a risk assessment and you can
find a tool for this at https:/Awww.hse.gov.uk/retail/index.htm. Examples can be found at
https://www.hse.gov.uk/risk/casestudies/
What we ask of you
* Please regularly inspect your premises, fixtures and fittings (including external signage) to
ensure you meet the necessary legislation and identify any potential issues that might need
maintenance or repair
e Please familiarise yourself with and follow the guidance available to you such as the Health and
Safety Executive guidance above
i
i
' e Your area manager has been provided with accessibility guidelines and can give advice
i
'
i
i
Signage
Having clear and strong signage outside your store makes a big difference in attracting footfall by shouting
out that your Post Office is there, communicating the main services on offer and letting customers know
you're open for business. Inside your branch, strong signage helps the customer find the service counters
more easily, communicates when a position is open or closed and tells them what services you offer.
What we'll do for you
e We provide advice and feedback on signage requirements and standards through your
area manager
* Wealso have a useful shopfront guide available to help you create a highly visible, attractive and
cost-effective shopfront that will help you attract new customers. Please ask your area manager
for a copy
What we ask of you
e If you are planning a major refit or refresh, our Branch Design team can help with advice and can
be emailed att_
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Section 6: Customer experience
Marketing material
Marketing material helps you promote products, services and offers to your customers, to help you
grow sales.
What we'll do for you
e Periodically, new marketing material will be sent to you, according to the size of branch and
products available, along with detailed display instructions so you know what to place where
e Please display the material following the display instructions and remove any other older
marketing material that isn’t current
* Let us know, via the contact details in the display instructions, if you are receiving too much or
too little material and we'll adjust this to meet what you need
What we ask of you
Did you know?
Social media when used the right way could help grow your business.
We have a mobile phone app to download called #WeArePostOffice,
which allows you and/or your staff to schedule and publish posts, compare
performance with other branches, and also easily track the branch
ince. You.can_register for this by speaking to your area manager or
In addition to this we have a Social Media Resource Library available via One
(https:/Awww.onepostoffice.co.uk/secure/social-media-resource-library/
social-media-toolkits) which includes the standards to follow when using
social media and also wider training on how to create a presence.
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Section 6: Customer experience
Products
We need to show our regulators and customers that we are following the rules around promoting,
introducing and arranging certain products including Financial Services, money laundering compliance and
data protection rules. It's also important that all the products and services we offer are transacted correctly,
for example mails items following pricing in proportion guidelines.
What we'll do for you
e We work with the relevant regulators and suppliers direct, saving you both time and cost. We
provide you with products and services that are easy to transact on Horizon, with clear operating
guidelines and training and support when needed
Our website has a customer chat and contact function so we can answer customer queries on
your behalf
What we ask of you
* Please make sure everyone working in the branch completes all their necessary compliance
training within the required timescales and applies the learning from this training
To ensure the best possible customer experience, please make sure all staff know how the
products and services should be transacted
Did you know?
We offer Customer Experience University (CXu), a free training programme
designed to coach an improved level of understanding of customer experience,
why it is important to your customers and how to improve. CXu consists of
two workbooks (Foundation and Advanced) that you can complete at your
own pace and help you consolidate your existing skills and learning.
If you are interested, please speak to your area manager. They have worked
through CXu and been accredited themselves to be able to really support your
learning and help you get the benefits from the programme.
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SECTION 7
Managing cash and stock
and branch balancing
Getting cash and stock levels just right is an important part of running a Post Office branch. Keeping too
much cash and stock is not only a security risk to you, your staff and customers, but it could also mean
there is not enough cash and stock for other branches.
Too little cash or stock and you may not have enough for customers. There are also major productivity
benefits in managing the levels of cash, stock and currency at the correct levels in that less cash, stock and
currency makes it easier for you to count.
Accurate transactions
Getting the basics right and ensuring customer transactions are processed accurately helps reduce
potential mistakes in branch, makes sure the customer gets the service they want and limits any financial
losses to you.
Some top tips:
e Please check the amount on screen after you enter the customer's transaction and make sure the
Horizon online basket is empty before serving the next customer
e When completing chip and PIN transactions, please make sure the correct withdrawal or deposit
icon is pressed
e Remember to double-check the physical cash or stock that's being transferred to or from the customer
before the transaction is completed
e Please ensure any staff serving at the counter concentrate on the transaction in hand as this makes
sure customer transactions are dealt with accurately and it also helps protect against
sleight-of-hand incidents
Cash declarations and overnight cash holdings
Cash in branch needs to be accurately checked and recorded on a regular basis to ensure the right levels of
cash can be delivered and returned. It will also help you or your staff identify and resolve any discrepancies
quickly or ask for our help in doing so. Holding too much cash is inefficient for you, but also presents a
security risk that could impact your personal safety and that of your staff and customers.
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‘Section 7: Managing cash and stock and branch balancing
What we'll do for you
We make sure you have enough cash to meet customer demand, with notes and coins provided
at no cost to you, and we plan and carry out cash deliveries and pick-ups from your branch
We'll work with you to establish the appropriate levels of cash to hold if circumstances change
We can provide you with information on what we think your cash holdings are at any time
We'll provide support in investigating any cash discrepancies you may experience
We provide you with the appropriate security equipment to store the cash and stock required in
your branch
What we ask of you
Please complete an accurate cash declaration on Horizon for all the stock units used every day
as close as possible to, but no later than, 7pm. This should include any stock units that may have
only been used to accept Transaction Acknowledgements or to transfer cash/stock/currency. If
a stock unit is not used, or if the branch is closed on the next day, please make sure the cash
declaration is the last transaction on Horizon that day
During the declaration, please declare notes and coins against the correct denomination, any
damaged or mutilated notes should be declared as ‘unusable’. Your cash declarations need to be
accurate and a true reflection of the cash held in branch — otherwise it’s difficult to plan cash for
your branch and to provide support if any discrepancies are identified. After you've completed
your declaration, use the variance check function — this makes sure you are identifying any
potential discrepancies on the day they happen
Please check the planned order on Horizon before each remittance day to find out how much
cash the branch will receive or will have to return on the next remittance. Any cash return
pouches should be prepared ready for collection by the CViT driver by the appropriate time on
your remittance day
You can keep reviewing the level of cash by looking at the balance snapshot and identifving the
level of payments against receipts. Please let the inventory team know o
there are any major changes to circumstances for your branch, such as a new business customer
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Section 7: Managing cash and stock and branch balancing
Balancing
All branches need to complete their Trading Period once a month within their designated group. Best
practice is to balance weekly so any discrepancies can be identified quickly and over a shorter time frame.
What we'll do for you
e Ifa branch discrepancy arises, we provide support and assistance over the phone to help identify
and fix the cause of the issue. If the reason for the discrepancy cannot be found, a dedicated
branch support case handler will work with you to investigate the discrepancy
What we ask of you
e Please complete an accurate Trading Period each month, and a weekly balance whenever
possible, declaring and settling any discrepancies. If a discrepancy is settled to cash, please
make sure the corresponding physical cash is put into the account
If you need help with a branch discrepancy, please call the Branch Support Centre
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‘Section 7: Managing cash and stock and branch balancing
Remittances of Cash, Stock & Currency
Please follow the correct process for preparing and receiving remittances to reduce the likelihood of errors
in branch.
What we'll do for you
e Weensure that any remittances sent to postmasters are prepared accurately to minimise errors
in branch, We'll issue a Transaction Correction if there is an error
* Well investigate any discrepancies in remittances and highlight any issues in branch, for
example stock not being booked in, as soon as possible
What we ask of you
e When preparing a remittance, it's worth having two members of staff on hand to double-check
the contents of the pouch before sealing it, if possible
Please record the amounts being returned accurately and when receiving remittances check the
amount received matches the delivery note
e Please input a delivery of stock items into Horizon within 24 hours of delivery and double-check
manually when inputting quantities
If there is an.error in the remittance received, please contact the Branch Support Centre on
s soon as possible
Did you know?
Our cash centres use Bank of England-approved equipment including High Speed Note
Sorters to identify discrepancies and counterfeit notes. The note sorters are tested regularly
to ensure only authentic, good quality notes are recirculated to branches. Bank of England
carries out regular announced and unannounced audits to ensure we are complying with
procedures, especially on how the equipment is used and to ensure we are adhering to the
strictest of security standards.
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Section 7: Managing cash and stock and branch balancing
Transaction Corrections
Transaction Corrections should be kept to a minimum in an efficient branch, and following the
guidelines on managing cash and stock will help you ensure this for your branch. However,
occasionally a Transaction Correction will need to be issued. If you keep getting Transaction
Corrections for the same reasons, it would be worth checking your operational processes, and
please don't hesitate to ask us for support if you need to.
What we'll do for you
e We always explain the reason for a Transaction Correction and answer any questions you may
have about it
« We always try to process Transaction Corrections as quickly as possible
* Ifyou dispute a Transaction Correction, we'll work with you and/or your team to investigate it
What we ask of you
* tis up to you how you manage Transaction Corrections in your branch. For example, you may only
want to accept or dispute them yourself and for staff to leave them for you to deal with — if this is
the case, then please make sure your staff know what to do with Transaction Correction messages
on Horizon
If you don't understand a Transaction Correction or require more information, please call the
telephone number on the Transaction Correction notification for further support
If you don't agree with a Transaction Correction, please contact the Transaction Correction
Disputes Team or, GRO___}oremail! GRO. ]
Please note you won't be able to complete your monthly balancing until all Transaction Corrections
are accepted
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‘Section 7: Managing cash and stock and branch balancing
Branch Monitoring
To ensure the accuracy and integrity of branch cash and stock across the Post Office network, the
accounting and transactions completed by branches is monitored remotely by Post Office to provide you
with the best support.
What we'll do for you
investigation to understand the potential issue in more detail
branch and work with you to try to resolve the issue
support to the postmaster with any accounting and compliance issues. An audit will always
be conducted by at least two Post Office staff and we will always explain the reason(s) for
conducting the audit at the start
carry out further investigations into the potential causes of the issue
What we ask of you
identify any branches that may need additional support to achieve this
support to try to resolve the situation
the issue or provide additional information
* If we identify a potential issue with branch accounting or transactions, we'll complete a desktop
e If the cause of the issue is simple, we'll telephone the branch to explain how to resolve the issue
* Where the cause is more complex or the branch requires more support, we'll arrange to visit the
«If we can’t identify the cause of the issue, we'll arrange for an audit at the branch. The aim of
an audit is to ensure the accuracy and integrity of cash and stock at the branch and to provide
e If the audit identifies an issue with the accuracy and integrity of cash and/or stock, then we will
© Please follow the processes for managing cash and stock. Meeting the expectations around cash
management, cash declarations, balancing, remittances and Transaction Corrections helps us to
«If you experience any unexplained discrepancies in your branch, please notify us as quickly as
possible, whatever the size of the discrepancy. We can then provide you with the right level of
* Ifwe contact you about any issue identified in your branch, please work with us to help rectify
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SECTION 8
Branch security
Your safety and the safety of your team and your customers is very important to us. Full guidelines on
branch security for your particular branch format can be found in the Security Operations Guide — please
follow the guidelines at all times. This can be found on Branct ing for Security Operations
Guide or you can request a copy by contacting Grapevine ot
What we'll do for you
« Where applicable, we supply security equipment to every branch according to each branch's
circumstances and contract type
* We work with the police and other external authorities on your behalf to help protect the
network from crime
e We provide support to promote security compliance
« We have a zero tolerance approach to issues of violence and abuse towards you and your team
* We provide support in the event of any security incidents at branches
What we ask of you
i
i
i
i
' e For your safety, please follow the correct procedures for opening and closing the branch. When
H entering the branch, make sure the door is locked before the alarm is turned off
' e Please formally identify all visitors, including contractors, and record their details
' 6 Always keep your working cash to a minimum and never have more than the maximum your
H branch format allows
' e Please store bulk cash in the safe, with any time-overlocks on at all times, and please keep all
i safes locked with the key removed from the safe lock
! Please secure the keys to the cash funding units (e.g. BidiSafe) and drop safes in the main safe
' during business hours
te Please make sure you use appropriate security equipment
' e ,AfvaiLor.wourteam experience any abuse or violence at the branch, please call Grapevine on
' G _Bs quickly as possible .
i
with the Grapevine service by calling _} to receive proactive
9!
security alerts for your area and for the network
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SECTION 9
Remuneration
When running a business that includes a Post Office, you'll need to understand the revenues and costs
of that part of your operation. We provide a monthly advice or invoice that breaks down your branch's
revenues by product type and sales volumes, so you can look at your branch sales performance and
identify opportunities for growing income and margin.
What we'll do for you
e Weremunerate you for transactions that take place in your branch and any that take place online
or through our direct channels that are linked to your branch
We make sure those fees are accurately calculated and paid in line with our obligations, as
set out in the contractual remuneration booklets. We occasionally update those remuneration
booklets and provide all interim notifications of contractual changes to the remuneration booklets
through the monthly remuneration advice/invoice inserts, or by personal letter to your registered
contact address
We provide a Remuneration Support Centre that you can contact by phone oni
or email at GRO tif you have any questions
about remuneration
What we ask of you
«Ifyou haven't already, please check whether your business should be VAT registered —
information can be found at https://www.gov.uk/vat-registration. Please inform us if you should
be VAT registered so we can ensure your contract and remuneration are set up correctly
Many postmasters already have, but if you haven't done so please register on the online
portal at http://;www.opustrustweb.co.uk/pol-agents/ to download and review each monthly
remuneration advice/invoice. Where VAT is paid, please use these monthly invoices to complete
your quarterly VAT returns. If you identify any discrepancy with your own records (or with
reference to a Horizon Remuneration Report) please contact the Remuneration Support Centre
above as quickly as possible. You can also contact this team if you forget your password for the
online portal above or if you need a temporary password to register on the portal
Please read and make sure you understand your remuneration booklet and any interim changes
we let you know about. If in doubt, please contact your area manager
If you make any changes to your company, your contact email address or personal address, or
your bank account details, please tell the Remuneration Support Centre as soon as possible
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SECTION 10
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Accounting dispute
resolution
If things do not quite go to plan, we want you to
be confident that if you report the issue to us we
will be there to support you. By working together
to find a solution, we hope to be able to work
out reasonable and practical steps to resolve any
issue. By taking this approach, we want to be able
to give you the confidence that Post Office will
resolve the matter without it taking too long to
reach a conclusion.
We ask that as far as possible you or your team
undertake your own investigations in branch and
we can provide support for you to do this. The
Branch Accounting guide sets out the support
available and can be found on One at https://www.
onepostoffice.co.uk/media/487 40/investigating-
discrepancies-in-branch-12052021-pdf.pdf
Top Tips for investigating discrepancies
in your branch:
1. Please check the cash you have counted has
been entered into Horizon correctly
2. Recount the cash and remember to check
drawers for forgotten cash
3. Check bulk coin — a full bag may have been
opened or obscured from view
4. Check bundled notes — they might not be
full bundles or the denominations may have
become mixed together
5. For a shared stock unit, check the correct
number of cash declarations have been made.
Could a cash declaration have been missed or
completed more than once?
6. If you have Lottery or Paystation”, has the
physical cash been removed from your retail
side and included in Post Office cash?
7. If you have an ATM, have the correct amounts
been entered into Horizon daily?
When you complete a monthly trading period
balance, any branch discrepancies for that trading
period will need to be accounted for so that you
can start the new trading period afresh, with zero
discrepancies. Depending on your branch type,
before rolling over into the new trading period,
you will have the following option available on the
Horizon Online screen:
Review or Dispute: You can select this option for
all discrepancies. The system derived figure won't
move, but the branch will return to balance. The
discrepancy amount will move into a centralised
holding account at the end of the trading
period, awaiting dispute, further investigation, a
Transaction Correction or payment to Post Office.
If you choose Review or Dispute, please call the
Branch Support Centre to let them know what you
would like to do with the amount moved, as they
will be able to provide support and assistance.
How to dispute a discrepancy
Whichever option you use to settle a discrepancy
at the end of the trading period, you can still
dispute the discrepancy with Post Office. To do
this please contact the Branch Support Centre. If
you can evidence the reason for the discrepancy
or if you firmly believe the discrepancy will be
resolved through a transaction correction, please
call the Branch Support Centre with all the details
you have.
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Section 10: Accounting dispute resolution
What we'll do for you and/or your team
* Wewill investigate any accounting dispute properly, fully and fairly, and ensure that it complies
with its contractual obligations
e Once you make that initial call into Branch Support Centre, we will support you through your
balancing issue and if we are unable to resolve your issue we will pass your case over to the
Investigations team
* Your case will be picked up by an Investigations Advisor who will notify you by phone and/or
email to let you know your case has been picked up
e Atthe end of the investigation, the Investigations Advisor will inform you of the outcome of your
discrepancy and they will offer you an associated report of the findings
* If you disagree with the outcome of an investigation, we have set up a Review Committee to
consider the case
Transaction Corrections
You may still receive a Transaction Correction for the discrepancy. If so and you need any support, please
call the number on the Transaction Correction notification — the team will be able to explain why we sent it
and answer any questions. If you disagree with the reason for a Transaction Correction, please contact our
Transaction Correction Disputes Team at f
s
Whichever option you choose to settle a discrepancy at the end of the Trading Period, you can still contact
the Branch Support Centre for support to investigate the discrepancy or to dispute it.
Current issues with Horizon
We have a process in place to proactively identify issues that have the potential to impact branches. We
also have a process in place for Fujitsu to investigate potential issues raised by postmasters. We inform
branches about issues that affect their operations through Branch Focus or, for more urgent issues,
through a Memoview.
What we'll do for you
e We make sure we address any issues we are aware of that have the potential to impact branch
accounts or operations
* Ifyou have any balancing discrepancies that you cannot explain, we'll check for current issues
we're aware of to see if this could be the cause
«If you think there is an operational issue with Horizon that may explain a balancing discrepancy,
we will ask Fujitsu to investigate and we will keep you updated. If Fujitsu does identify that the
issue raised could impact branch accounts or operations, we will follow our processes to resolve
the issue
What we ask of you
* If you experience any branch discrepancies, please follow the guidance set out in the Branch
Accounting — Discrepancies and Dispute Resolution Support document. As a reminder you can
find this at https://www.onepostoffice.co.uk/media/487 40/investigating-discrepancies-in-
branch-12052021-pdf.pdf
e Please notify the Branch Support Centre ot
issue with Horizon
if you experience an operational
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SECTION 11
Contract performance
Contracts
There may be times when you want to refer to your contract with Post Office. We understand that
postmasters may not always be able to easily find their contract in their own records, but if you can,
referring to it may be enough to answer your query. However, if this doesn’t answer your question, please
contact and we'll be in touch to answer your query and provide a copy
of your specific contract where required.
Contract performance
There may be occasions when the obligations as set out in your contract are not being met. If this is
the case, Post Office will take steps to ensure performance of the contract, while also supporting you in
this process.
What we'll do for you
e If there is an issue, we ensure that all necessary steps have been taken by our teams, including
your area manager, to support you and address the identified issue. We'll investigate the issue
fully and fairly, gathering as much information as possible relating to the issue that has come
to light, working as appropriate with both you and other Post Office teams, before taking any
formal contractual action
e We'll act on any contact from you, written or otherwise, as quickly as possible
What we ask of you and/or your team
« Where reasonably possible, please work with us to resolve any performance issues through the
available methods
e Once any investigation has been concluded, please comply with the terms of any letter (including
a written direction) issued by us
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Section 11: Contract performance
Suspension
There are rare circumstances where it is necessary to suspend the postmaster from operating the
branch. Any period of suspension should be as short as possible and any suspended postmaster will
receive appropriate support throughout this time. A specific contract advisor will be assigned to keep any
suspended postmaster up to date with developments during their suspension and will act as a single point
of contact through this process.
What we'll do for you
We only carry out a suspension where absolutely necessary and when all alternatives have
been considered
We'll keep in contact with you throughout the suspension period, and respond to any contact
from you quickly as possible
We pay remuneration during the suspension
We'll keep the suspension under regular review and bring it to a conclusion as soon as
is practical
What we ask of you and/or your team
.
If a suspension takes place, please comply with the terms of the suspension and be open and
honest with us so the situation can be resolved as quickly as possible
Please respond to any written correspondence and telephone calls from us as quickly as possible
and please remain flexible and available for meetings with the contract advisor to minimise the
length of the suspension
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Section 11: Contract performance
Termination
Termination is an extremely serious step and it is vital that the termination process is as clear as reasonably
possible so any potential misunderstandings between the postmaster and Post Office can be avoided.
There may, however, be circumstances when termination of a postmaster’s contract needs to be
considered and a decision to terminate made following a full and fair investigation by Post Office.
What we'll do for you
We'll gather as much information as possible relating to the issue that has caused termination to
be considered, working as appropriate with you and other Post Office teams
We'll treat you fairly throughout the termination procedure
We'll act on and respond to any contact from you as quickly as possible
We'll give you the opportunity to dispute any decision taken to terminate the contract and ask
that the decision be reviewed
What we ask of you and/or your team
* Please be open and honest with us and please respond to written correspondence and telephone
calls as quickly as possible to support the decision-making process
e Please remain flexible and available for meetings with the contract advisor if required
Did you know?
The postmaster contract contains certain termination rights meaning that the
contract can be terminated without notice (i.e. effective immediately). This may
only potentially occur in circumstances where the postmaster has committed
a breach that is so serious and fundamental to the contract that it cannot
continue. The following are examples of why a contract may be terminated
without notice:
« Where the postmaster no longer holds a valid property interest (a freehold
or leasehold demonstrating exclusive control of the basic business)
« Where the postmaster no longer operates the basic business
(the business carried out from the branch premises, for
example selling the associate retail business)
« Where the postmaster has admitted theft of Post Office funds
e Sustained non-compliance in the operation of the branch
fe
ith your contract and the Contracts
can provide advice if you have
any questions.
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SECTION 12
Communications
We provide the One website at www.onepostoffice.co.uk for all news, resources and business updates.
For you and your team
e We send pop-up memoview updates that appear on the Horizon terminal for urgent operational information.
You can also sign up to our memoview text service.
e We publish personalised operational updates and change information each week in Branch Focus that
branch teams need to know, such as product updates. This is published on Horizon, by email and on One
e We send out regular printed guides to update you on all our in-branch marketing campaigns and how to
display the point of sale materials provided
For you
* We send business announcements when we have something important to share, and a weekly One News
email that summarises key issues or changes and explains how we will support you
* We hold regular events for you to share your views and hear from our Executive team, led by CEO Nick Read
* You will be supported by local communications via your area and regional managers, such as regional
Facebook groups which are available for you to connect with us and with other postmasters
Operational tasks
What we'll do for you
e We provide Branch Hub as an interactive tool for you and/or your staff. Branch Hub provides a
digital tool for several tasks that used to need a phone call to us
© Online tasks include: - ordering stock and cash and coin - reporting an IT issue - telling us what
marketing materials you need for your branch — completing your annual Fit and Proper declaration
— finding information to help you troubleshoot issues — giving feedback or submitting a complaint
e More useful features such as accessing your branch sales performance and being able to access
local marketing support will be added to help make Branch Hub a one-stop shop for postmasters
e Sign up here if you haven't already: https://branchhub.postoffice.co.uk/bh
What we ask of you
* Please read and use the communications channels we provide for you to ensure you keep up to date
with Post Office news and developments. We welcome your feedback and questions
e Please make sure you and your team are aware of and implement any changes to products and
services or ways of working that we let you know about
e Please keep us up to date with your latest contact details so we can make sure you get
communications the way you want to receive them
e Sign up now if you haven't already: www.onepostoffice.co.uk/signup/
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SECTION 13
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Postmaster Guide
to Policies
1. Introduction
The purpose of this guide
Post Office is committed to working with, and
supporting, postmasters. Post Office has policies
in place that set out principles for our Post Office
teams to follow. This guide has been written to
share information about those principles, and how
they are linked by the policies.
The policies detail how Post Office teams will
support postmasters and their teams in running
Post Office branches. They ensure that all our
people understand the importance of following
policy principles when dealing with postmasters
and their teams.
The policies have the objective of ensuring that
we are treating postmasters and their staff fairly,
transparently and professionally.
This guide is a non-contractual document provided
for information. It does not form part of the contract
between any postmaster and Post Office.
What areas do the policies cover?
2. Setting branches up for success (Page 36)
e Postmaster Onboarding
e Postmaster Training
3. We're listening... (Page 37)
e Postmaster Complaint Handling
4, Branch monitoring, cash and stock
management and account support (Page 38)
Network Monitoring and Audit Support
Network Cash and Stock Management
Network Transaction Correction
Postmaster Account Support
Postmaster Accounting Dispute Resolution
7 Our agreement with the postmaster (Page 42)
Postmaster Contract Performance
Postmaster Contract Suspension
Postmaster Contract Termination
Postmaster Termination Decision Review
If we could do better...
If we are not getting it right, or a member of the
Post Office team is not behaving in the right way,
we want to know. We offer several channels
to voice concerns, including a ‘Feedback and
complaints’ feature on Branch Hub, area managers
and the Branch Support Centre. We'll take any
complaint raised with us seriously.
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Section 13: Postmaster Guide to Policies
2. Setting branches up
for success
The Onboarding and Training teams will use these
policies to help support branches during the early
days of each postmaster appointment with a view
to ensuring that branches have the best possible
start. They'll reinforce and embed Post Office
training, giving branch staff the knowledge they
need to run a successful Post Office branch.
Principles set out in each policy
The Postmaster Onboarding Policy
The Postmaster Onboarding Policy sets out
our principles for these processes:
- Managing postmaster applications
I Supporting new postmasters before and
I after branch opening
We're committed to working with postmasters in
good faith and in a transparent and collaborative
way to build a trusting relationship.
« Weaim to ensure postmasters (and their
directors/partners, as applicable) are satisfied
with the onboarding experience by keeping
them informed and updated throughout all
steps of the process
e We'll provide early days support, viaa
dedicated Onboarding Support Manager
The Postmaster Training Policy
he Postmaster Training Policy sets out our
rinciples for these processes:
= Organising onboarding operational training
- Offering other operational training
= Providing guides and work aids
We're committed to providing operational training
and making sure branch teams feel confident
when they conduct Post Office transactions and
processes using Horizon.
e We'll ensure that onboarding training for branch
staff is only considered to be complete if the
postmaster, business support manager and
area manager all agree on this
e We'll offer a variety of training opportunities,
for example via eLearning modules, in
branch and/or face-to-face classroom
sessions. We will also provide additional
support in the form of operational guides
and work aids, including via Branch Hub
and Horizon Help and we will provide a
Postmaster Operational Training Catalogue
for ongoing training and support needs
e We'll monitor and review any regulatory
changes to products and services so we can
provide regular up-to-date training to
branch staff
e We'll evaluate training feedback received from
postmasters and take any action that may be
required to improve the training we provide
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Section 13: Postmaster Guide to Policies
3. We're listening...
If things go wrong, we really do want to
hear about it. The Complaint Handling
policy is used across Post Office teams that
could receive and handle complaints.
Principles set out in each policy
Postmaster Complaint Handling Policy
The Postmaster Complaint Handling Policy
sets out principles for these processes:
- Providing channels for branch staff to
use for raising complaints
= Receiving and investigating complaints
- Reaching resolution
— Informing the branch of the outcome
Updating branches on key issues
We offer several channels for branch staff to voice
concerns, including a ‘Feedback and complaints’
feature on Branch Hub, area managers and the
Branch Support Centre.
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If we receive a complaint:
e We'll review the complaint and
respond within 24 hours
« Well handle complaints using a fair process
« Well keep the person who raised the
complaint updated on our progress in
relation to investigating the complaint
e We'll seek agreement before
we close any complaints
e Ona monthly basis, we'll share issues that
concern branches, explain how quickly we've
been able to resolve them and what we
are doing if they haven't been resolved
e Our front line teams, such as area
managers or the branch support centre,
will triage any written or verbal complaints
to identify any concerns that should be
treated as whistleblowing and passed
onto the Whistleblowing team
Whistleblowing concerns can be raised
anonymously, but we encourage the person raising
the concern to provide their details. If we can't
contact them to obtain additional information, due
to there being insufficient details within the report,
it can limit the effectiveness of any investigation
and we won't be able to give them feedback on
the outcome.
The Postmaster Support Guide sets out how
postmasters and their teams can raise issues and
concerns. In the first instance contact the relevant
area manager or Grapevine on}
this doesn't answer the concern, anyone can raise
issues directly with the whistleblowing team via the
email: GRO
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Section 13: Postmaster Guide to Policies
4. Branch monitoring, cash
and stock management and
account support
Several teams, including Network Monitoring and Audit
Support; Postmaster Account Support; Branch Support
and Cash and Stock Management, ensure that any
support branches need to manage cash and stock, or
help with accounting practices and discrepancies, is
available.
Collective principles
In relation to branch monitoring, cash and stock
management and account support:
« We want branch staff to run branches without
experiencing unforeseen issues, but if we discover an
issue, we'll aim to let branches know about it
«If branch staff discover an issue, we'll address it after
they tell us about it
« Well offer support to branch staff, and work with
them to resolve the issue and help them to avoid it
happening again
«If the issue isn't easily fixed, we may carry out an
investigation to understand the root cause of the
issue and come to a resolution
e We'll encourage questions and feedback about
our support
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Principles set out in each policy
Network Cash and Stock
Management Policy
The Network Cash and Stock Management Policy
sets out our principles for these processes:
- Forecasting and planning cash supplies
- Receiving stock orders and requests to change
cash levels
- Offering emergency order options
- Supporting branch staff with cash remittance and
stock discrepancies
- Dealing with disputed cash and stock remittances
and transaction corrections
Postmasters have agreed to provide products and
services on behalf of Post Office, and for clients of
Post Office, under the agreement we have with them.
The cash and stock used to carry out transactions is
owned and funded by Post Office, unless the branch is
one of a small number of branches which are self-funded.
It's important that branches have enough cash and stock
to trade, but that they don’t have excess cash and stock
that will make accounting more complicated and increase
security risk.
When we assist in managing cash
and stock:
* Through forecasting, we'll aim to ensure
that each branch has enough cash, coin
and foreign currency (where applicable) to
trade and we'll aim to avoid situations where
branches hold too much cash or stock
e We'll provide free cash and stock deliveries
and collections on scheduled days
e Weill aim to get special stamps, such as
First Day Covers and Christmas stamps,
to branches in plenty of time
e We'll give branches a method to
place emergency orders
e If we find a discrepancy in a cash or stock remittance
that branches have sent us, we'll let branches
know and support branches with the next steps
« Whena branch lets us know about a discrepancy
in a cash or stock remittance that we have
sent, we'll follow a process to investigate
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Section 13: Postmaster Guide to Policies
Principles set out in each policy
Postmaster Transaction
Correction Policy
The Postmaster Transaction Correction Policy
sets out our principles for these processes:
Issuing Transaction Corrections and
Transaction Acknowledgements
Providing information and supporting
evidence to the branch
Investigating disputed transaction
corrections
Following Post Office guidelines on branch
accounting processes should help branches reduce
the need for transaction corrections to be issued.
However, sometimes branches will receive a
transaction correction or transaction
acknowledgement.
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When we issue a transaction correction:
«It will have been identified by a discrepancy
in the reconciliation we do between files
received from our third-party clients and
the data recorded in branch on Horizon,
or from us being notified about an
incorrectly-keyed entry on Horizon
e We'll send the branch an explanation of the
reason for the transaction correction and make it
clear that branch staff can contact us for further
support e.g. by answering further questions
e Branches can dispute the transaction correction,
in which case we'll investigate it and aim to
resolve a dispute within 10 days, keeping the
branch updated if it takes longer
We'll arrange for a transaction acknowledgement to
be sent each morning for the transactions carried
out during the previous day on the lottery terminal
or Paystation™!, so cash and stock will be correctly
adjusted on Horizon.
For Paystation a transaction acknowledgement will only be
sent on the following day if the Batch Control Summary has
been produced by the cut-off time, otherwise it will be sent on
the subsequent day.
Post Office - Postmaster support guide
Section 13: Postmaster Guide to Policies
Support Policy
The Network Monitoring and Audit
Support Policy sets out our principles for
these processes:
- Monitoring the network
- Scheduling supportive visits and audits
= Carrying out an audit
- Involving the Contracts team
- Performing closure audits
- Performing post Security Incident audits
Assuring quality
We carry out network monitoring and audit
support activity to maintain the accuracy of
branches’ accounting records of cash and stock.
We also monitor branches’ compliance with
accounting practices as it helps us to identify
issues early and makes investigating the root
cause of any issues easier.
In order to support branches:
e We'll monitor branch activity, particularly in
relation to accounting of cash and stock, so we
can identify branches who are experiencing
issues and identify any potential concerns
about accounting practices in a branch
«If any potential issues are identified, we'll
contact the branch to arrange support to help
staff to maintain accurate records of cash and
stock through branch accounting
e Onan occasion where we can't resolve
an issue remotely, audit support will
visit a branch to carry out a full count
of cash and stock, supporting the
branch staff throughout the process
e Ifa branch is closing, we'll support the branch
by preparing the staff for a closure audit
* We'll aim to keep branches fully engaged with
any audit support provided and invite questions
and give feedback
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Postmaster Account Support
The Postmaster Account Support Policy
ets out our principles for these processes:
- Understanding contractual obligations
= Monitoring accounts
- Notifying about discrepancies in the
centralised holding account
— Supporting branches with
discrepancy disputes
= Arranging payments
— Managing refusals to pay
A centralised holding account holds details of: (i)
any branch discrepancies that have been moved
into it by selecting the ‘Review or Dispute’ option on
Horizon at the end of a trading period; (ii)
transaction corrections that have been moved into it
by selecting the ‘Review or Dispute’ option; and (iii)
any payments made to Post Office.
Post Office - Postmaster support guide
Section 13: Postmaster Guide to Policies
When a branch moves a discrepancy into the
centralised holding account at the end of a
trading period:
We'll aim to contact the branch by
telephone, where we can, and follow up
with a letter and account statement to
see if we can help the branch understand
the reason for the discrepancy
If the branch needs support to find the reason
for any discrepancy, the Branch Support Centre
will help to investigate it in the first instance
— for transaction corrections, the issuing
team can help to explain the reason for it
After a branch has contacted the Branch
Support Centre, or the transaction correction
issuing team and if, between us, we can’t
agree on the reason for the discrepancy
or transaction correction, the branch can
dispute it and request an investigation
If the branch understands and accepts
the discrepancy, or transaction correction,
knowing it's an error caused by the branch
team, and the postmaster is contractually
responsible for it, we'll help the postmaster
to make payment arrangements
If the discrepancy is a credit, we'll give the
postmaster the choice to either have it paid
back to the postmaster, as soon as reasonably
possible, or wait to see if a corresponding
debit is issued to the postmaster’s account
' Postmaster Accounting
' Dispute Resolution
The Postmaster Accounting Dispute
Resolution Policy sets out our principles for
these processes:
Helping branches to find the reason for
a discrepancy or transaction correction
Managing discrepancy and transaction
correction disputes
Investigating the dispute
Escalating the dispute
Reaching a resolution to the dispute
Informing branches of the outcome
When branch discrepancies occur or transaction
corrections are issued that the branch does not
understand the reason for, the branch can report
this to us, and we'll provide support. We'll work
with the branch staff to find the reason for the
discrepancy or provide the branch with evidence
about why the transaction correction was issued. If,
between us, we can’t agree on the reason, the
branch can raise a dispute and we'll investigate.
When a branch asks us for help with a discrepancy
or transaction correction:
We'll start by pointing the branch to the
Branch Support Centre or the contact details
listed on the transaction correction, if different.
They'll talk through basic steps to explain the
transaction correction or help the branch staff
find the discrepancy
If there is no resolution of the matter at this
point, it will be escalated to a Tier 2 team who
can carry out more detailed investigation. We'll
aim to reach a resolution within two weeks and
keep the branch informed on progress
In the event that a branch discrepancy or
transaction correction matter could not be
resolved by the Tier 2 team, the issue will be
escalated to a Tier 3 team for resolution
When the dispute is resolved, we'll let the
branch staff know the outcome and explain why
we reached the conclusion we did
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Post Office - Postmaster support guide
Section 13: Postmaster Guide to Policies
5. Our agreement with
the postmaster
The Contracts Team and area managers will use
these policies to ensure that postmasters are
treated fairly and professionally in relation to the
agreements held with us.
Collective principles
During any investigation related to contractual
performance, a postmaster (or person in charge,
or the postmaster’s directors or partners, as
relevant) can:
« Contact a Contract Advisor, by emailing
« Request information and evidence from us
about any contract performance issues
identified and the investigation process
e Contact the National Federation of
Sub-Postmasters (NFSP) representative
for support
* Atthe postmaster’s own expense, arrange legal
or other representation for written
correspondence or meetings with us
If we have to carry out an investigation:
e — It will be fair and unbiased and will provide
the postmaster (or representative) with the
opportunity to give us all relevant information
e We'll complete any investigations as soon as
we reasonably can, act on any information the
postmaster (or representative) gives us and
keep them updated
e We'll share with the postmaster (or
representative) the supporting records and
information where possible
e Ifa meeting is required, we'll be flexible, within
reason, in relation to availability of the
postmaster (or representative)
We'll always make the contractual basis, of any
formal action taken, clear
Principles set out in each policy
The Postmaster Contract
Performance Policy
The Postmaster Contract Performance Policy
sets out our principles for these processes:
= Defining contractual performance issues
Carrying out the investigation
Documenting the rationale behind
a decision
Considering alternative contractual action
Applying monitoring periods
Where reasonably possible, we will resolve any
performance issues by supporting branches and
working with branches and the relevant
area manager.
The Postmaster Contract
Suspension Policy
The Postmaster Contract Suspension Policy
sets out our principles for these processes:
= Carrying out the investigation
- Documenting the rationale behind
a decision
Considering alternatives to suspension
Informing postmasters of the decision
Paying fees during suspension
Arranging a temporary operator during
the suspension period
In certain circumstances it will be necessary to
suspend a postmaster’s contract. If a postmaster’s
contract is suspended:
e Weare suspending the contract in order to
investigate the cause of a potential contractual
breach issue and we are not implying there has
been any breach of contract nor predetermining
any outcome of the investigation
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Post Office - Postmaster support guide
Section 13: Postmaster Guide to Policies
e Weill have carried out a preliminary
investigation to establish relevant facts, in doing
so liaising as appropriate with the postmaster
(or its directors or partners if the postmaster
is a company or partnership) or the person in
charge, before making the decision to suspend
« We'll inform the postmaster (or its directors
or partners if the postmaster is a company or
partnership) of the suspension by telephone
and follow up by a letter
e The postmaster will continue to receive fees
(based on the previous six-month trading
period, excluding Christmas trading)
e We'll offer to arrange a temporary operator to
continue trading on the premises during the
period of suspension, but will not do so without
the postmaster’s express agreement
« We'll keep the suspension period as short as
reasonably possible and a dedicated Contract
Advisor will keep the postmaster updated
throughout the suspension period
The Postmaster Contract
Termination Policy
The Postmaster Contract Termination Policy
sets out our principles for these processes:
Understanding our termination rights
Carrying out the investigation
Documenting the rationale behind
a decision
Checking that we've fulfilled our
contractual obligations
Considering alternatives to termination
Applying notice periods
Informing postmasters of the decision
The Postmaster Termination
Decision Review Policy
The Postmaster Termination Decision
Review Policy sets out our principles for
these processes:
Notifying postmasters of the right to
have a termination decision reviewed
Carrying out the review and investigation
Documenting the rationale behind
a decision
Choosing the right decision option
Informing postmasters of the decision
If a postmaster, or its directors or partners, believes
we've failed in our obligations in relation to
termination, the postmaster can ask for the decision
we've made to be reviewed.
If we are asked to review a decision:
e We'll make sure there are suitable channels for
the postmaster to let us know if a review of the
decision is required and these will be detailed in
the termination correspondence
e We'll assign the review to a Review Panel,
within two working days. The members
of the Review Panel will have no prior
knowledge of the circumstances which
led up to the review being requested
e We'll make sure the decision review request
is fully understood and investigated,
so we can establish whether we had
the right to terminate the contract
e The Review Panel will make their
decision and inform the postmaster
what it is and the reason for it
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There may be circumstances when termination of a
postmaster’s contract needs to be considered and a
decision to terminate made.
We'll consider the relevant facts before making any
decision to terminate a contract.
We'll notify the postmaster and include the reason
for the termination, If the postmaster disagrees with
it, a request to have the decision reviewed can
be submitted.
Post Office - Postmaster support guide
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