Issue Raised Action Action Resolution/ Output I Escalatedto I Open/
By Owner prosecution Closed
team
Prestbury — Current agent settle I Gayle Helen Rose to decipher Gayle SB investigation has Open
debt for £700 for Santander Peacock I discs Peacock I concluded that there
transaction, now blaming is no technical issue
Horizon 24/07/13 with Horizon.
Howden — concerned over Gayle No specific issue No Closed
alleged bugs in Horizon System I Peacock encountered with
but does not know specifically Horizon.
what the issue is, asked for Network
extra training which is being 24/07/13
arranged.
Possible Printing Error - Raised I Rod Ismay Determined that this I No Closed
an issue relating to a Business issue related to a
Banking customer — this is a FSC receipt being
dispute between the amount 24/07/13 manually amended
processed on the Horizon
System against what the
customer says he banked.
Customer has provided a
receipt to support his claim
however there are concerns
over the validity of this receipt.
The customer will not provide
the original copy. Entered on
Horizon £180 — Says he banked
with ink. Not a
Horizon issue.
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£480
Display issues for stamps - Dave Steve FJ have not been No Closed
Dave Posnett attended branch I Posnett Beddoe able to re-create the
re security (TORCH) visit. The : issue (over 100
OIC demonstrated that a Security attempts). No
customer's letter was on the 31/07/13 evidence found that
scales, weighed 25g and should this issue affected
be £1.70 for 1st class recorded any other branch. In
delivery service. There was no conclusion, no
icon or screen option for this problem with Horizon
service, the minimum service can be found.
was £3.70 for a 2nd class
recorded small parcel. OIC had
contacted Helplines and was
informed to reboot on each
occasion. DP took photos of
the screen and calendar entries.
Matter discussed with Simon
Baker, but branch did not form
part of 2nd Sight case referrals.
Bureau buy back problems - Gayle Issue determined to No Closed
appears non Horizon related in I Peacock only be a need for a
so far as the ‘buy’ icon was service improvement
pressed instead of the ‘sell’ Network rather than a problem
icon. 31/07/13 with Horizon.
ATM gluing case - case Dave No data can be provided. I Rob King I Determined that this Yes Open
concerning ATM shortages at Posnett Rob King to understand issue could impact on
London offices where a
what can be done to
branch accounting,
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particular engineer had visited. I 31/07/13 I provide information going though there is no
It appears that the engineer has forward. problem with Horizon.
being gluing up ATMs in order
to force a service visit where he
then steals cash from the
machine.
Process of communicating John Scott Not a Horizon issue — I No Closed
cases where POL has just deals with internal
withdrawn from prosecution to 14/08/13 comms
be reviewed
Rhigos branch — SPMR raising I Gayle Angela Van-den Bogerd Anne Open
complaints about Horizon Peacock I aiming to meet spmr Allaker
14/08/13
E-top up: If a customer asks for I Andy Steve Determined that there I No Closed
£10 top-up and the transaction I Winn Beddoe is no error in Horizon
is initially declined, the SPM system, however
would process again. When 14/08/13 updated guidance for
SPM goes to settle the 2nd branches has now
completed top-up and been produced.
connection is lost, Horizon
recovers the first failed top up.
Post recovery Horizon should
account for two top-ups but only
accounts for one.
ATM Issue — New routers in Rodric No problem with No Closed
ATM in Jan — issues with Williams Horizon
withdrawals not being captured.
28/08/13 I
Horizon Weekly
Report Action Log Ma
Post & Go — Machine in Durham I Rodric SB to investigate further Steve Open
is giving out change and Williams and report back Beddoe
payment; also machine is not
recording transactions correctly. I 4/9/13
Belfast Refresh - FJ migrating Rodric RW to maintain a Rodric Open
data to new servers. No issue Williams watching brief and report I Williams
yet but general risk is noted. any issues of concern
4/9/13
Nelson — Branch complaint that I Gayle GP to ask Helen Rose to I Gayle Determined that there Open
the branch alarm system (that Peacock review discs Peacock is no issue with
sends a signal through the . Horizon from a
branch telephone line) was 4/9/13 SB to obtain FJ response I Steve technical perspective.
impacting on Horizon comms. on technical issues. Beddoe
Missing Cheques — Some Gayle Currently £20k of un- Rod Ismay Open
cheques at FSC cannot be tied I Peacock assigned cheques. Rod’s
to a branch as no details on the team currently trying to
back. 4/9/13 find where they were sent
from.
Pontycymer branch is raising Anne Anne / Steve to Anne Open
issue with Horizon investigate further and Allaker /
11/09/13 report back Steve
Beddoe
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