POL00139712
POL00139712
Action Log Matrix Horizon
Updated following call on: 6 November 2013
Issue Raised Action Action Resolution/ Escalated to I Open/
By Owner Output prosecution Closed
team
Prestbury — Current agent settle I Gayle Gayle to confirm if issue Gayle SB investigation Open
debt for £700 for Santander Peacock can be closed. Peacock has concluded that
transaction, now blaming there is no
Horizon 24/07/13 technical issue
with Horizon.
SPMR accepted
error and made
good loss.
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 No Closed
an issue relating to a Business this issue related
Banking customer — this is a FSC to a receipt being
dispute between the amount 24/07/13 manually
processed on the Horizon amended with ink.
System against what the Not a Horizon
POL00139712
POL00139712
customer says he banked. issue.
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
£480
Display issues for stamps - Dave FJ have not been I No Closed
Dave Posnett attended branch I Posnett able to re-create
re security (TORCH) visit. The I the issue (over
OIC demonstrated that a Security 100 attempts). No
customer's letter was on the 31/07/13 evidence found
scales, weighed 25g and should that this issue
be £1.70 for 1st class recorded affected any other
delivery service. There was no branch. In
icon or screen option for this conclusion, no
service, the minimum service problem with
was £3.70 for a 2nd class Horizon can be
recorded small parcel. OIC had found.
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 I No Closed
POL00139712
POL00139712
appears non Horizon related in I Peacock to only be a need
so far as the ‘buy’ icon was for a service
pressed instead of the ‘sell’ Network improvement
icon. 31/07/13 rather than a
problem with
Horizon.
ATM gluing case - case Dave GP / DP to keep Gayle Determined that Yes Open
concerning ATM shortages at Posnett monitoring police Peacock this issue could
London offices where a investigation. impact on branch
particular engineer had visited. 31/07/13 Dave Posnett accounting,
It appears that the engineer has though there is no
being gluing up ATMs in order problem with
to force a service visit where he Horizon.
then steals cash from the
machine.
Process of communicating John Scott Not a Horizon No Closed
cases where POL has issue — just deals
withdrawn from prosecution to I 14/08/13 with internal
be reviewed comms
Rhigos branch — SPMR raising I Gayle See Nelson — see Anne Allaker Open
complaints about Horizon Peacock approach to be adopted.
14/08/13
E-top up: If a customer asks for I Andy Steve Determined that No Closed
£10 top-up and the transaction I Winn Beddoe there is no error in
is initially declined, the SPM Horizon system,
would process again. When 14/08/13 however updated
SPM goes to settle the 2nd guidance for
POL00139712
POL00139712
completed top-up and branches has now
connection is lost, Horizon been produced.
recovers the first failed top up.
Post recovery Horizon should
account for two top-ups but only
accounts for one.
10. I 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 >»
Horizon Weekly
Report Action Log Ma
11. I Post & Go - Machine in Durham I Rodric GP to review report, Gayle Open
P is giving out change and Williams discuss with Roger and Peacock
payment; also machine is not report back.
recording transactions correctly. I 4/9/13
12. I 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
13. I Nelson - Branch complaint that I Gayle SA extensive support Gayle Determined that Open
the branch alarm system (that Peacock I confirmed operational Peacock there is no issue
sends a signal through the practice issues not with Horizon from
branch telephone line) was 4/9/13 balancing problems within a technical
impacting on Horizon comms. Horizon. perspective. Error
was in how SPMR
Need to determine how to conducted the
address £17k debt before transactions.
POL00139712
POL00139712
closing issue.
14. I Missing Cheques — Some Gayle Resolved through I No Closed
cheques at FSC cannot be tied I Peacock normal business
to a branch as no details on the process
back. 4/9/13
15. I Pontycymer branch is raising Anne Appears to be human Anne Allaker Open
issue with Horizon error.
11/09/13
Field support in place and
Horizon concerns
alleviated.
Relief SPMR to be put in
place until branch back on
track.
16. I Martin Griffiths Dave No further info available Rodric Open
Posnett on suspected Horizon Williams
issues. To be kept under
25/09/13 review.
RW to get update from
Angela.
17. I Stock reconciliation process — Gayle Branch failed to No Closed
gap in process can lead to Peacock follow process. No
branch discrepancies Horizon issue.
25/09/13
POL00139712
POL00139712
18. I Rodmill — suspect balancing Gayle Issue determined I No Closed
problems. Complaint sent direct I Peacock to be a mis-
to Paula. Complaint cited many interpretation by
issues with Horizon. TENONS the SPM of the
sales report
19. I Carluke Post Office - Previous I Andy Cartwright King liaising Cartwright
prosecution. Mr Durhan citing Hayword with BTO. Attempts being I King
Horizon issues. made to obtain records
09/10/13 regarding the case from
the Police, in order to
provide a response.
20. I Sandy Park — ATM software Dave BOI investigating matter. I Dave Posnett
failure. A possible failure may Posnett DP to report back to group
have occurred in the ATM next week on BOI
software. This may have 6/11/13 I investigations
caused incorrect amounts of
cash to be vended.
21. I Historic transaction Andy AW to investigate further I Andy Winn
discrepancy. Branch has Winn and report back
reported seeing a transaction
6/11/13
(£200 — unpaid cheques) in
their accounts dating back to
2009. Cause of transaction
unknown as "unpaid cheques"
transaction has not been used
for years.