POL00139721
POL00139721
Action Log Matrix Horizon
Updated following call on: 30 October 2013
Issue Raised Action Action Resolution/ Escalated to I Open/
By Owner Output prosecution Closed
team
Prestbury — Current agent settle I Gayle Gayle to provide update Gayle SB investigation Open
debt for £700 for Santander Peacock after review of Peacock has concluded that
transaction, now blaming transactions there is no
Horizon 24/07/13 technical issue
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 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
customer says he banked. issue.
Customer has provided a
receipt to support his claim
POL00139721
POL00139721
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
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
POL00139721
POL00139721
icon. 31/07/13 rather than a
problem with
Horizon.
ATM gluing case - case Dave GP / DP to investigate to I Gayle Determined that Yes Open
concerning ATM shortages at Posnett other branches that may Peacock this issue could
London offices where a have been affected. impact on branch
particular engineer had visited. I 31/07/13 Dave Posnett I accounting,
It appears that the engineer has GP and RW to send note Rodric though there is no
being gluing up ATMs in order to affected branches. Williams problem with
to force a service visit where he RW to investigate ; Horizon.
then steals cash from the recovery of monies from Andy Winn
machine. Wincor.
AW to circulate update re
other branches to all
lawyers.
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
POL00139721
POL00139721
SPM goes to settle the 2nd guidance for
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 ba
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 I discuss with Roger and Peacock
payment; also machine is not report back.
recording transactions correctly. 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 Various changes being Gayle Determined that Open
the branch alarm system (that Peacock made in branch (ie. single I Peacock there is no issue
sends a signal through the balancing) to try to identify with Horizon from
branch telephone line) was 4/9/13 discrepancy. a technical
impacting on Horizon comms. perspective.
Review of transaction logs
may have identified staff
POL00139721
POL00139721
fraud — further help to be
given to SPM.
GP to provide update
once further field visit
taken place. Terms of
repayment to be
considered.
14.
Missing Cheques — Some
cheques at FSC cannot be tied
to a branch as no details on the
back.
Gayle
Peacock
4/9/13
Resolved through
normal business
process
No
Closed
15.
Pontycymer branch is raising
issue with Horizon
Anne
11/09/13
Appears to be human
error.
Field support in place and
Horizon concerns
alleviated.
Possibility a replacement
SPM will be put in place
temporarily or further field
visits to take place until
branch back on track.
Anne Allaker
Open
16.
Martin Griffiths
Dave
Posnett
25/09/13
No further info available
on suspected Horizon
issues. To be kept under
review.
Dave
Posnett/
Gayle
Peacock
Open
POL00139721
POL00139721
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
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 - 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.