é
e
Solicitors
The Cottage
235 Corstorphine Road
Edinburgh
Eh12 7AR
Dear Sirs
Mohammad Afzal
Sub-Post Office, 119 Ferry Road, Edinburgh
Thank you for your letter dated 20 March 2012. Our apologies for the
delay in responding.
Your client is under a clear contractual obligation to make good the losses
claimed from him. We refer you to the terms of his appointment in that
regard. Post Office Ltd’s position remains these losses are due and owing
and that your client is required to make good. By failing to do so, your
client is in breach of contract.
We note that your client attributes those losses to “the failure of Post
Oftice Limited’s software system with Fujitsu”. This allegation is
completely unsubstantiated and is without any merit.
In the absence of your client providing a full and proper substantiated
explanation setting out the basis on which he is not required to comply
with his obligations, Post Office Ltd intends to proceed to deduct these
losses from his remuneration.
Your client’s contract advisor is Brian Trotter. This information will be
known to your client.
wew.postoffice.co.uk
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There is no contract between your client and Post Office Ltd relating to
the provision of the Horizon system in branch. Please explain the
relevance of this point.
Please may we have your substantive response by no later than 30 April
2012.
Andy Winn
Relationship Manager,
Product & Branch Accounting
1 Future Walk
Chesterfield
S49 IPF
Ce Branch Support Team
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RAE, REID & STEPHEN WS. THE COTTAGE
itors & Notaries Public 235 CORSTORPHINE ROAD
RTER D. J, STEPHEN, LL.B, WS. EDE 27
FIRST CLASS POST
Post Office Limited
\ Our Ref
ond Floor West PS/GIS
Current Agents Debt Team
Number I Future Walk
Chesterfield
Your Ref:
S49 1PF
20 March 2012
Dear Sirs
Mohammad Afzal
119 Ferry Road, Edinburgh
We refer to your letter of 16"" March addressed to our client Mohammad Afzal. Please
note that our client does not accept any for meeting the repayment of the
sum of £1,427.85, Our client’s position is th cy in balances at credit and/or
debit of his account are entirely attributable to the failure of Post Office Limited’s software
system with tsu. In the meantime, please advise us (a) as to the identity
Contract Advisor and (b) forward us a copy - the © contract Between our
Office Limited in relation to the supply c
We shall be pleased to hear from you in early course.
Yours faithfully
GRO
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4 I FERRY ROAD POST OFFICE
I 149 FERRY ROAD LEN TH
I ED °NINREH FH geT
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Account
Branch Co
Dat
Mohammad Afzai
149 Ferry Road
Edinburgh
EH6 467
Mohammad Afzal,
Outstanding Arnount £1,427.85
The specific amount show
Office and despite previous rer
‘ich has been “settled centraily” at your Past
nders is still outstanding.
Failure to meet the repayment terms by 26.03.2012 will lead us (with approval from
your Contract Advisor) to deduct this outstanding debt from your future
remuneration payments.
NB
If payment is made by cheque could you include your FAD code & account number
on the back of the cheque please, there is no need to include any other paperwork.
Please make any cheques payable to Post Office Limited.
Yours sincerely
Post Office Ltd
Second Floor West
Current Agerits Debt Tearn
No.1 Future Walk
Chesterfield
S49 1PF
Tel:
www. postoffice.co.uk
Posi Offi
Post Office
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FERRY ROAQ POST OFFICE
118 FERRY ROAD LEITH
SQuege EXE &ET
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Lp, p
ALY nde
2 2
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WI A REMI NAR AG Bi MARE Ae fREMED
OP Be
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12th March 2012
Mr M Afzal
Ferry Road Post Office
119 Ferry Road
nburgh
3H6 4ET
Legally privileged and confidential
Dear Mr Afzal
Re Branch Discrepancy
The Horizon system is owned by Post Office Ltd who therefore are
responsible for its operation.
I would imagine your Contract could be obtained on request via the
helpline. I'm afraid I don’t have a direct point of contact.
Yours sincerely
Andy Winn
Relationship Manager,
Product & Branch Accounting
1 Future Walk
Chesterfield
S49 1PF
Ce Branch Support team
Brian Trotter
6th March 2012
Saved 12/3 mail in error. This just asked for
clarification of 2/3 letter.
Mr M Afzal
Ferry Road Post Office
119 Ferry Road
Edinburgh
Legally privileged and confidential
Dear Mr Afzal
Re Branch Discrepancy
The Horizon system is owned by Post Office Ltd who therefore are
responsible for its operation.
i would imagine your Contract could be obtained on request via the
helpline. I’m afraid I don’t have a direct point of contact.
Yours sincerely
Andy Winn
Relationship Manager,
Product & Branch Accounting
I Future Walk
Chesterfield
S49 LPF
Ce Branch Support team
Brian Trotter
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{Sth November 2011
Legally privileged and confidential
Marilyn Stoddart
Assistant General Secretary
National Federation of Subpostmasters
Evelyn House
22 Windlesham Gardens
Shoreham by Sea
BN43 SAZ
Dear Marilyn
Re Ferry Road Branch Discrepancy
I’ve looked at this again in conjunction with Service Delivery in respect
of the calls to the NBSC and Fujitsu in relation to the connectivity
problems experienced by the branch over the period in question.
You and Mr Afzal are quite correct that I have no evidence to support my
suggestion that the losses could be due to an incorrect application of the
recovery process
Mr Afzal has claimed that payments have been made to customers but the
transactions have not been recorded on Horizon. There is no evidence
that we can find to support this. I can understand that Mr Afzal’
customers who have benefited from these payments may not wish to
report (or even be aware of) their accounts not being debited by their
transaction. Ii does feel likely that, under such a scenario, in payments
would be similarly affected. Here customerrwould not have had bills paid
or accounts credited. I would expect ther to have alerted the branch to
an issue by this point.
We would certainly raise an urgent investigation if we became aware of
customers holding valid Horizon receipts where the relevant client has no
record of the transaction.
I can see 900 Special 1 class stamps being successfully remitted into the
branch on 28" September. I’ve checked with our stock team and they
cannot see any issues that appear to require resolution at the branch. It
may be that an earlier attempt to rem in the stamps failed but was later
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completed. Therefore there should be no discrepancy arising from the
remittance ~assuming there was only one in this period.
l appreciate that even short periods of connectivity problems can cause
difficulty for branches in terms of customer service. However neither
Service Delivery nor I can see any reason why the Horizon system would
have caused losses for this branch. In the absence of any examples of
specific transactions being identified it is difficult to determine how to
investigate further.
Unfortunately I cannot offer relief to branches who suffer losses due to
comnectivity problems.
Yours sincerely
Andy Winn
Relationship Manager,
Product & Branch Accounting
1 Future Walk
Chesterfield
S49 IPF
Ce Branch Support team
Dave Hulbert
Gary Blackburn
Duty Manager
14th October 2011
Mr M Afzal
Perry Road Post Office
119 Ferry Road
Edinburgh
EH6 4ET
Dear Mr Afzal
Re Branch Discrepancy
I’m sorry but I don’t think I can assist you any further. The process for
disputing losses is via the helpline. As far as I can see there is no
evidence of Horizon failure been presented which would generate an
investigation.
There are processes in place for branches to manage any losses of
connectivity. This does not represent Horizon failure and the business
has been very clear that it will not compensate losses do to connectivity
breakdown.
As such I cannot su
view and be able to
st who in Post Office Lid might take a different
Yours sincerely
Andy Winn
Relationship Manager,
Product & Branch Accounting
1 Future Walk
Chesterfield
S49 IPF
Cc Branch Support team
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Lith October 2011
Mr M Afzal
Ferry Road Post Office
119 Ferry Road
Edinburgh
EH6 4ET
Dear Mr Afzal
Re Branch Discrepancy
Pm sorry to learn that your branch has experienced connectivity problems
in September. I'm afraid 1 don’t think I am going to be able to help you.
Some transactions will never be recoverable e.g. stamp sales whilst
others, e.g. card account withdrawals will be recoverable dependent upon
the point at which the cormmunications broke down. I appreciate it is
difficult to know where you are if communications are lost,
However there is a general principle that if a transaction receipt has not
been produced by Horizon, the transaction has not completed and cash
should not change hands until you are certain of the transaction status.
Clearly if recovery takes a period of time, the customer may have left, If
the transaction is seen to be recoverable, the option not to proceed with
recovery should be chosen.
Unfortunately [ am not able to offer any relief to branches who may not
have followed recovery procedures in full.
Yours sincerely
Andy Winn
Relationship Manager.
Product & Branch Accounting
1 Future Walk
Chesterfield
S49 LPF Cc
°
Branch Support team
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MS/LW PC SC 27
7 November 2017
Andy Winn
Relationship Manager
Product and Branch Accounting
4 Future Walk
Chesterfield
$49 1PF
Dear Andy
RE: FERRY ROAD POST OFFICE, BRANCH DISCREPANCY
I would refer to the Branch Discrepancy notice issued fo Mr Afzal of Ferry Road Post Office,
1446242, on 26 September 2011, for the sum of £1,427.85.
I believe that you are already aware of the background to this case and how Mr Afzal suffered
intermittent Horizon connectivity problems over a periad from 16 September 2011 to 23 September
2011. Despite Mr Afzal’s continued endeavours in reporting this to the Helpline and Fujitsu
engineers calling cn the 16° and the 20" the problem continued through until the 23°.
During this period Mr Afzal would declare cash daily and print a balance snapshot but on the 20" (a
day of many problems, with the engineer on site) he discovered a shortage which he reported to the
helpline. On the following day, the 21° a similar range of problems were experienced and a
shortage of £1,427.86 identified, During the same period Mr Afzal also remitted in stamps received
from Post Office Limited (900 special 1°) but this was reiected from the system.
lam aware from our conversation that you have already considered this case in some detail and
may believe that the losses may de as a result of Mr Afzal not following recovery procedures where
a transaction fails because of a communication/systems breakdown. There is however nothing to
indicate that Mr Afzal failed in this regard, nor that money was necessarily handed over before a
transaction was completed and status confirmed. The intermittent and continuing nature of the
problem undoubtedly creates difficulties and there is also the matter of the rejected siamo
remittance.
I would be grateful if you could reconsider this balance discrepancy in the circumstances with a view
fo granting some relief. I understand that there is a service delivery issue involved in this matter in
addition to branch accounting and have therefore copied this latter to Dave Hulbert for his
consideration also.
I look forward to hearing from you (and/or Dave Hulbert) in due course.
Yours sincerely
GRO
HOT
I MARILYN STODDART
Assistant General Secretary
f
Ce: Dave Hulbert
1s * Sherehan
ary Marilyo Sk
Andrew Winn
From: Debbie Bradiey
Sent: 08 November 2041 14:06
To: Andrew Winn
Subject: RE: Ferry Road 144824
Andy,
Rachelle has locked at this branch and can't see any problems
Deb
Malis & Stock Manager
Ast Floor West Biack
Future Walk
Chesterfield
S49 1PF
From: Andrew Winn
Sent: 08 November 2011 10:08
To: Debbie Bradley
Subject: Ferry Road 144824
Hi Debbie
This branch has cieimed that 900 special 1 class were received at the oranch but the “system” rejected them.
can see 900 remmed in on 28/9
Am I missing anything?
Andy Winn
Relationship Manager
Product & Branch Accounting
Post Office Ltd
2nd Floor West, Post Office it, 1 Future Walk, West Sars, Chesterfield, S49 1PF
Confidentia! information: This emai! message is for the soi tended recipient(s} and may contain confidential
information. Any unauthorised review, use, disclosure or distribution is prohibited. #f you are not the intended recipient, please
contact me by reply email and destroy all copies of the original message.
4540 Registered Office: 148 Old Street, Londen, ECTV SHQ.
O8/11/2011
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Page I of}
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Private and Confidential
Mr Mohammad Afzal
119 Ferry Road
Edinbu
Outstanding Debt at 23.09.2011
Trans Dus Date Amnt Blocked TC Number
actin (E)
Balance brought forward 0,00
Less Payments Received:
No payments received in this period.
Sub Total 9.00
New Transactions:
“6000071996 21.08.2011 BD 2.2044 1427.85
Transactions due for payment this Period 1,427.85
Total Blocked Transactions: 9.00
TX = Transaction Correction Settle
epancy Settled Centrally, DR = In
tion from Rem
e
i Centrally, BD = Branch
ce Debt, DZ = Payment, RM =
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Page I of 3
Andrew Winn
From: Duty Manager
Sent: 10 November 2011 12:42
To: Andrew Winn
Ce: Dave Hulbert; Gary Blackburn
Subject: FW: FERRY ROAD 144824 TFS 4717419 TFS 4717723 TFS 4730168 -
Attachments: image006.gif; imageN01.gif; image0O2.gif; imageOO3.¢
Hi Andy
Could you please copy Duty Manager, Dave and Gary hen you respond te the NSFP?
Regards
Mo
IT & Change
Live Service Team
© 2nd Floor, South Wing, Dearne House, Cortonwood Drive, Brarnpton,
BARNSLEY. $73 OUF
Building a Post Office® we can all be proud of
nded recipient
From: Duty Manager
Sent: 10 November 2011 09:26
To: Andrew Winn
Ce: Gary Blackburn:
Subject: FW: FERRY ROAD 144824 TFS 4717419 TFS 4717723 TFS 4730169 -
Hi Andy
10/2011
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Page 2 of 3
You can see from the information below, that on the day the Postmaster states he first saw the loss
he reported that the branch were off line at 8.57arn official branch hours state the branch opens at
Sam, so no transactions should have taken place at this pcint. The Postmaster reported a 1k loss to
NBSC on the 20' September @ 27.51. They balanced on the 21° September and logged a call with
NBSC to say they had a discrepancy who fellowed all correct procedures with the branch to try and
help resolve the loss in branch.
NBSC were correctly used as the point of escalation by the branch. NBSC Rernedy shows that they
he technical issues with Fulitsu; the incident was never raised in to the Live Service Desk,
Duty Manager
IT & Change
Live Service Team
2nd Floor, South Wing, Dearne House, Cortonwood Drive, Brarnpton,
BARNSLEY, $73 OUF
i GRO
ooo
Building a Post Office® we can all be proud of
From: HSD IMT
Sent: 09 November ZIT 1557
‘To: Duty Manager; HSD IMT
Subject: RE: FERRY ROAD 144824 TFS 4717419 TFS 4717723 TFS 4730169 - dee
Good afternoon
As requested PSB my Findings
1O/LI/2011
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Page 3 of 3
4717419 ~ Was raised on the 16/09/2011 09:13 due to pm reporting no On line services. The PM advised tha
that BT have changed his account number. PM didn't ask for this to take place so a O8C20 had to he rai:
removed the Broadband off the line and then reinstated it on the 22/09/2011 11:46 (as the comms were stable
for this time.)
4717723 PROACTIVE call raised as Site was solid down call Ref 4717419 and WWAN is not availabie. Raising call
to investigate why WWAN has failed. Call sent to engineering on the 16/09/2011 09:59 with the SLA
16/09/2011 12:59. The engineer attended site at 16/09/2011 13:37 and relocated aerial tested ok. Site reported
on the 16/09/2011 14:06 that the WWAN was not working again and the call was the progressed to engineering
the engineer attended site and put in a new gerial. Call closed 16/09/2014 14:30.
4730269 PROACTIVE call raised as Site was solid down call Ref 4717429 and WWAN is not available. Raising cail
to investigete why WWAN has failed, Call sent te engineering 20/09/2011 08:57 with the SLA 12:00 20/09
engineer attended 20/09/2011 10:20:00 and the engineer advised that the signal uates in the post office.
The aerial is in the best position and the road outside is very busy. The engineer can only get 1 bar of signal with
his mobile. His mobile is with 3. Call closed 20/09/2011 10:54
Regards
Davinder Rai
HSD Incident Management Team
Fulitsu I Post Offies Account
16 i
S$G12DY
fuisu.com
ito pr
From: Duty Manager [ GRO H
Sent: 09 November 14:48
To: HSD IMT
Subject: FERRY ROAD 144824 TFS 4717419 TFS 4717723 TFS 4730169 - dee
Hi AL
This branch raised 3 incidents between the 16" Sept and the 20" Sept with a possible resolution by
the 2. We ha dan enquiry fromm the NSFP regarding these
me have the background surrounding the incidents raised and specifi
the system went down?
Could you please fet
cally what times dates and times
Regards
Mo
Duty Manag
IT & Change
Live Service Team
LO/11/2011
Andrew Winn
From: Debbie Bradley
Sent: 08 November 2011 17:06
To: Andrew Winn
Subject: RE: Ferry Road 144824
Andy,
Rachelle has icoked ai this branch and can’t see any problems
Deb
Malis & Stock Manager
ist Floor West Block
Future Walk
Chesterfield
$49 1PF
From: Andrew Winn
Sent: 08 November 2011 10:08
To: Debbie Bradiey
Subject: Ferry Road 144824
Hi Debbie
This oranch has cla’
Gan see 900 remmed in on 28/9.
Am i missing anything?
Andy Winn
Relationship Manager
Product & Branch Accounting
Post Office Lid
contact me by reply email and destroy all copies of the original message.
Post Office Lad is a trading name of Royal Mail Group Lad
Registered ¢ number: 215
gland and Wei
ned that 900 special 1“ class were received at the branch but th
m hi 9¢ is for the sole use of ihe intended recipient(s) and may contain confidential
information. Any unauthorised revieve, use, disclosure or distribution is prohibited. # you ere not the intended recipient, please
4540 Registered Office: 148 Old Street, London, ECIY 9HQ.
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Page Lofl
em” rejected them.
RAE, REID & STEPHEN WS,
Solicttors & Notaries Public
PRTER
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THE COTTAGE
D. J. STEPHEN,
LLB, WS.
FIRST CLASS POST
David Southall
Agent Contract Manager
Post Office Limited Vou ete PS/GIS
Second Floor ome
The Markets Crown Office
6 16 New York Street
S LS2 7DZ
Our Ref;
24 July 2012
Dear Sir,
Mobammad Afzal
Sub Post Office 119 Fexry Road, Edinburgh
We refer to your letter of 16" July-addressed to cur cliont Mohammad Afzal, In terms of
your letter you purport fo int n against our client in respect of'an alleged failure
in tenns of Section 12 paragraph 12 of our client’s’ contract for’ services with the Post
Office. However, ds you are already well aware, any loss which may have been sustained
at the above Sub Post Office was not in any way. caused either thr rough: negligence,
carelessness or error on the part either of our client or any of his istants. Our client’s
position remains that any loss was wholly attributable to the failure of Post Office
Limited’s Horizon computer system which crashed on a number of occasions between 16"
and 23 September 2011 and in particular on 20° and 21% September 2611 when it
appears this shorifali/loss was sustained,
Our chent’s position remains that he does not accept responsibility for any losses
aitributable fo the failure of Post Office Limited’s computer system. We note your bave
declined to supply any copy of the contract between Post Office Limited and Horizon and
we make it clear that our client’s position is that th a matter for Post Office Limited to
resolve with their computing system supplic Accordingly our efient-has no p:
make as regards repayment of the sum which you have now claimed I as: there has been no
fauli, negligence, carelessness or error on bis part,
Yours faithfully,
GRO
235 CORS* TORPHINE ROAD
6-16
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2nd Ficor
‘The Markets Crown Office
New York Street
LEEDS
Strictly Confidential
Mr Afzal
Pos! erry Road Branch
Edinburgh
EH6 4ET
16 July 2042
Dear Mr Afzal
RE: Branch Discrepancy at Post Office® Ferry Road Branch~ £1427.85
ter sent to the Solicitor: ng on your behalf, Rae Reid &
¢ Manager. in connection to the outstanding
debt of £1427, Y ua contractual obligation
a subsequent letter from Chris Darvill Lawyer, you provided
Subpostmasters Contract. I note that this debt still
to make good I
Under Section 12. paragraph 2
making goof losses withot ye z
made payable to Post Office Ltd in the enclosed e'
settle this debt.
Agent Contract Manager
Post Office Ltd