POL00139715
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Action Log Matrix Horizon
Updated following call on: 20 November 2013
Issue Raised Action Action Resolution/ Escalated to 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
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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
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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 DP to keep monitoring Dave Posnett I Determined that Yes Open
concerning ATM shortages at Posnett police investigation. this issue could
London offices where a impact on branch
particular engineer had visited. 31/07/13 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 — same 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
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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 Appears that problem lies I Gayle Open
P is giving out change and Williams in the inconsistent Peacock &
payment; also machine is not approach of branches to I Anne Allaker
recording transactions correctly. I 4/9/13 operating the machine.
GP and SB to review
report into P&G concerns
and report back.
12. I Belfast Refresh - FJ migrating Rodric RW to maintain a Rodric Open
data to new servers. No issue Williams — I 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 I 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
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In branch support to was in how SPMR
continue until December conducted the
before closing transactions.
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.
AA to update next week.
16. I Martin Griffiths Dave Application made I No Closed
Posnett by SPMR's family
to the mediation
25/09/13 scheme. Issues to
be investigated
through that
channel.
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.
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25/09/13
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. 16/10/13 the SPM of the
sales report
19. I Carluke Post Office — Andy Branch is now No Closed
Prosecution of SPMR - Mr Hayword liaising direct with
Durhan citing Horizon issues. Police and PF
O9/10/13 office. POL has
no involvement in
this matter so to
be closed.
20. I Sandy Park — ATM software Dave BOI investigating matter. I Dave Posnett
failure. A possible failure may Posnett .
have occurred in the ATM DP confirmed that the -
software. This may have 6/11/13 ATM engineer responsible
caused incorrect amounts of for thefts in other
cash to be vended. branches has not visited
these two branches.
DP to chase BOI for
update.
21. I Historic transaction Andy AW to investigate further I Andy Winn Open
discrepancy. Branch has Winn and report back.
reported seeing a transaction I
(£200 — unpaid cheques) in 6/11/13 In particular, need to
their accounts dating back to determine whether POL
should have detected
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2009. Cause of transaction
unknown as "unpaid cheques"
transaction has not been used
for years.
superfluous icon earlier.
22.
DVLA (Fleckney branch) - If a
branch processes a DVLA
transaction early in the month
where there are new DVLA
products, sometimes the DVLA
has not updated and this
causes an error on Horizon.
13/11/13
SB to update following
further investigations
Steve
Beddoe
Open
23.
Health Lottery transactions — no
cancel function on Horizon
means there is no way to cancel
the lottery ticket if payment fails
before transaction is complete
Anne
Allaker
13/11/13
Fix put in place and
communication sent to all
branches. To consider
whether to be closed.
Steve
Beddoe
Open