Meeting: 11 February 2015
Attendees:
Team / Function
Legal
Financial Services Centre (FSC)
Security
Communications
Network
Information Technology & Change (IT&C)
Network Business Support Centre (NBSC)
Previous issues identified and further action to be taken
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Attendees
Martin Smith (MS)
Rodric Williams (RW)
Jarnail Singh (JS)
Alva Leigh-Doyle (ALD)
Kayleigh Harding (KH)
Andy Winn (AW)
Dave Posnet (DP)
N/A
Anne Allaker (AA)
Nick Beal (NB)
Craig Tuthill (CT)
N/A
Ibrahim Kizildag (IK)
ATM Gluing : “Awaiting document from the CPS via the Police with reasons as to why they are not
prosecuting and confirmation they are not doing so.
AFTAB investigator has been liaising with the Police. It appears the reason is the
lack of substantial evidence that the engineer has taken the money.
Loss sat on Phil Bowdry's books and he will attempt to recover this from the BOI.
DP to send document to RW upon receipt.
Abbey Road AW has discussed the matter with Keith (KB). KB has discussed with John Breedon
(JB) and the thought is that the loss may need to be written off. AW suggested
conversation to be had with AVDB.
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AA to chase KB and JB.
AP mismatches
ATOS and FJ having a look at the action to see if anything can be made better and
to provide explanation as to what has happened and situations where mismatches
occur. Awaiting thorough explanation.
NB requesting further information as to how long this has been a known issue and
what response is being given to branches when the issue has been raised.
If raised by a customer it may not be flagged by the branch. All helplines and the
customer service centre need to be aware of the issue and how to communicate this
to the branch.
AA to update after tomorrow's conference.
Bush Hill Park
Deduction from remuneration will be set up for the outstanding debt following
information received from AW. AA to keep a watching brief to see if SPM comes
back and queries this further.
Swanscombe
AW requested help in terms of response to be given to partner re Horizon disputes.
AW to refer to IT. IK to send further information to assist AW.
Great
Missenden
Query raised with regard to different Horizon reports not aligning to one another.
Difference between daily report and balance snapshot related to pay stay
transactions that went through the TA process. Query as to whether EPOS
transaction should sit on the report. AW to give a copy of his response to the
contract advisor (Lin Norbury).
Query from HR at the branch querying negative pay. AW has responded. Branch on
the watch list with Lin and CA.
Springfield
Intervention visit going ahead today. To be kept open
Farnworth
Intervention visit booked. AA has received update that the visit went ahead on 27
January. FSA checked paperwork and contacted ATM team who were sending out
correspondence. To be closed.
New Issues Identified
ane
NB
Network No issues
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NBSC
Fleckney — SPM rang and advised he wants to send evidence to
forensic accounting team. SPM called POL to request address to
send evidence. KB is the contract advisor.
Market Drayton - £4k loss. Investigations carried out. Losses
claimed to be due to Horizon system. Escalated to branch support.
Intervention is due for the branch.
ALD
Bond Dickinson
LLP
No issues
AW
FSC
National Health lottery —- customer has raised a dispute as to the
prize money being paid out. FJ have advised it appears there might
be a problem. Appears Horizon is telling them it's a £100 prize when
the £1 ticket attracts a prize of £250. Matter under investigation. Not
clear if branch have made an error or if this is a system error.
When customers purchase currency they can pay by credit and
debit card. If money is paid and then currency not available, a
reversal will need to be done. The transaction should be done as a
pre order in case currency not available in branch. If Post Office
Limited card used - the transaction cannot be reversed. Appears to
be a problem with this card only. The issue needs to be raised with
the credit card team so this matter can be investigated. Appears to
be a product design issue.
MS
Cartwright King
Attended meeting with John Scott, Rob King and Jessica — decision
taken to terminate investigations on a number of cases where there
are still suspects in the investigation stage. Various different teams
to be contacted and updated accordingly. Any questions regarding
this are to be directed to John Scott.
CT
Network
No issues
DP.
Security
1. Recent audit shortages where Horizon raised as an issue —
Eastchurch — FSA attended branch before Christmas and SPM
mentioned losses that are being rolled over. £36k loss centrally.
Audit on 26 January. Resulted in further losses of £4k.
West Boldon — audit arranged due. SPM falsifying accounts. Large
loss.
2. 3 recent shortages where there were similar shortages last year.
- Hillview Crescent (475458) - SPM reinstated after Second Sight
review. £13k shortage. Last August - £16.8k shortage.
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- Cadnam (261458) - £12k shortage. Back in August - £11.5k
shortage. Not recording scratch card sales. Any prizes are being
recorded as sales.
- Yaxley (331136) — Situated within a public house. SPM caught on
CCTV stealing money from the pub. Audit booked for this Friday.
£13.5k loss on 13 June 14.
3. Temple Fortune (071075) — closed as no further action. SPM has
written to AVDB. Claims loss due to Horizon. Blames postman for
stealing business deposit. SPM has gone to the Police. No further
action as there is no evidence. SPM is now blaming Horizon.
Contract terminated.
KH Bond Dickinson I No issues
LLP
JS Legal No issues
RW Legal No issues
AA Network No issues
Action Points
NOM PWN
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ATM Gluing case — DP to circulate CPS response upon receipt.
Abbey Road — AA to chase KB and JB re updated position.
AP mismatches — AA to update following the conference.
Bush Hill Road — AA to keep a watching brief.
Swanscombe — AW to refer to IT. IK to send further information to assist AW.
Great Missenden — AA to update.
Springfield — awaiting intervention visit - AA to update.