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From: Kevin Gillilan¢
Sent: Sun 14/12/2014
To: Paula Vennel
Subject: Re: Griffithstown 342632
Thx Paula,
T'll make sure that we look at this objectively. Just as in any business there will be improvements and are MI and
systems are reflective or the legacy and limited investment that we have been restricted to over the years.
Now is the time as we embark on the business transformation to look if there is a very different way of
communicating and supporting our agents but simplification is the biggest enabler because this is a complex
Operation with many semi or non automated processes. This makes it harder for our agents, back office
operations and our field teams.
Regards,
Kevin
Kevin Gilliland
Network & Sales Director
On 14 Dec 2014, at 17:59, Paula Vennells wrote:
Thanks Kevin.
Just watch that Angela doesn't jump to any defence, or even worse assume she knows the answer
(she did say to me the woman's daughter had caused the problem). If we have been negligent in
following through, we should think about how to manage it. It also begs the question re how the
business is now being run?
Paula
Paula Vennells
Chief Executive
Post Office Ltd
Sent from my iPad
On 14 Dec 2014, at 17:51, Kevin Gilliland <{-
___.P wrote:
Hi Paula,
Yes of course I'll sponsor this. Angela and I have already spoken about this. On
reading Haydi's email, on the face of it, the support she received does need
reviewing. I wonder if some confusion/complexity has occurred of Haydi being an
employee and investigating this herself? I'll work with angela and others to get to the
bottom of this and improve the support processes where necessary and how we bring
this case to a conclusion.
Regards,
Kevin
Kevin Gilliland
Network
On 14 Dec 2014, at 17:28, Paula Vennells < “> wrote:
Kevin, hi.
This may be more complex than it sounds and I know that Angela will
look into it properly.
I want to be really sure - not just on the individual case raised but as
much on the issues Heydi identifies in the whole process around this.
And I would like you to sponsor the review of this case and see if it
raises any wider issues. You will need to bring in other SLT colleagues
and Exco. At this stage, I'm only flagging to Chris A, in case you do
uncover more than meets the eye, so that you can decide if it needs to be
registered as a wider risk.
See below.
Why didn't security get in touch?
Why if we put a block in place for a particular account as happened with
Heydi, do we not contact the branch if further issues arise? How do we
monitor situations where the block is in place?
How many other branches are in this situation?
Is it monitored and controlled? What regular review is in place between
Rod's team and yours/Neil's?
How up to date is Chesterfield? There was a time a few years back
where TCs were backing up. How do you/Angela's team know that is
not the case?
Hopefully, this is a one off. It sounds unusual (but we have said that
before!). And hopefully, with the emphasis on risk, Rod's team is
completely up to date.
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If you read her story, whether or not the branch genuinely is responsible,
we have been poor in looking after a colleague. She identifies delays and
lack of communication. If she is right, it isn't good enough and the
process needs changing, and colleagues speaking to. And I know I don't
need to point out the sensitivity of this, as we face yet more difficult
times over Sparrow.
Can you lend some care and control and be sure you are happy with
what is happening and how we are managing Heydi as well as the wider
point. Angela and I have already spoken and I know she will take great
care with this. It is important that we do handle it with care because that
is our value. If we have been less than careful here, then we should
consider how we recognise that in some way.
Thanks, Paula
Paula Vennells
Chief Executive
Post Office Ltd
Sent from my iPad
Begin forwarded message:
From: Haydi O'Brien <
Date: 12 December 2
To: Paula Vennells GRO
Subject: Griffithstown 342632
Dear Paula,
Further to our conversation on the evening of 9 December, I am
writing to you as you requested me to do. I have also since been
contacted by Angela Van-Den-Bogerd. It was out of sheer
frustration and desperation that I felt compelled to contact you.
I have worked for the Post Office for 15 years initially on the
counter and the last eight years in Training and Auditing as an
FSA. I used to have so much faith in the Post Office and its
processes, so much so that I bought my own branch in
Griffithstown in December 2010.
I bought this as a family investment with the intention of
employing my daughter as Manager. For the first three years I
regularly attended my branch, serving on the counter and
balancing weekly, however, it was always the intention to step
back once my daughter was confident and competent in running
the branch which I strongly believe she is. I took the step back in
September last year and gave her the increased responsibility of
managing the branch, working alongside another lady who I
have employed since I was appointed.
In May I decided to conduct a full cash and stock check of the
branch and on completion I was stunned to find that it was
£33000 short. I immediately reported this to Colin Burston my
Contracts Advisor and he arranged an audit for the following
day. The audit confirmed my findings and my Contract for
Services was suspended and I was also suspended from my role
as FSA.
Following a Reasons To Urge interview with Colin I was
reinstated to both roles on 4 August on condition that the full
shortage is repaid which I am currently paying at £500 a month
from my remuneration.
On discovering the shortage I questioned my daughter on the
cause of it and she stated that she had been having problems
with the ATM. She cited one such problem in December 2013
when a day’s withdrawals had been ‘lost’ on the printouts
obtained from the ATM. She had been naively continued to
declare the cash as reported by Horizon instead of declaring the
actual amount of cash on hand. I contacted the Finance Service
Centre at the time that I discovered the shortage and they
replied “oh yes, there are £13000 of withdrawals that need to
be put through”. They were unable to tell me when these
withdrawals related to. It seems that they had been ‘sat’ on this
since December 2013.
I was told by the auditor that the shortage would be fully
investigated and was promised that the Security Team would
be involved which I was more than happy with as I have
certainly not taken the money and I am certain that neither my
daughter or assistant have. None of the Security Team have
contacted me at any stage.
I was left to conduct my own investigations and as an FSA I have
more contacts in the business than a normal Subpostmaster
would have. Due to the large amount and the outstanding
discrepancies in the Finance Service Centre I decided to start
with the ATM.
The first set of withdrawal figures supplied to me by Stacey
Harper bore absolutely no resemblance to the ATM figures
processed through my branch (over the period covering January
2013 to May 2013 only two figures actually agreed). Stacey
confirmed that the figures were supplied direct from Wincor
and numerous emails were exchanged over a period of two
months trying to arrive at an explanation for the differences, to
date this has not been forthcoming.
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I contacted Wincor and requested the withdrawal figures from
them and was told that they would not supply them and to
obtain them from the Post Office. I was given Sarah Haywood as
a contact point and she eventually supplied a second set of
figures. Unfortunately these figures had large chunks of data
missing from them and when questioned, I was told that the
data had ‘archived’ and could be no longer obtained. I fail to see
how data from the middle of a timeframe can be archived and
nobody has been able to give me an explanation for this.
Due to an anomaly in Drop and Go transactions recently and a
customer’s account being frozen in mid transaction, I was aware
of a Transaction Correction which was due to the office. On not
receiving this TC I contacted the Finance Service Centre and was
told that it could not be issued due to a ‘block’ being put in place
at the time of my suspension .Therefore, since 16™ May this
year, no Transaction Corrections can be issued to the branch
until HR update their records regarding POLSAP Accounting
Procedure which currently states ‘Customer line item needs
updating’.
I raised the point that if TCs were due from other departments
whether they would be issued and was told that none could be
sent while the block was in place. I also asked whether they
were notified when this block was removed by HR and was told
No and that it was up to each individual analyst trying to issue a
TC to check on a regular basis. I was dismayed by this and
wonder how many more TCs in the pipeline which may relate
to my shortage?
I have been left throughout this process to carry out my own
investigations as to how the shortage occurred and feel that I
am hitting obstructions every step of the way. The last seven
months have been absolute hell for myself and my family, I feel
like I have been hung out to dry.
I have been an ambassador for Post Office for many years , and
have carried out my role as Trainer/Auditor with the utmost
integrity, even to the point where my own branch is in the firing
line. I feel totally let down by the apathy and indifference I have
encountered in response to my enquiries.
Angela has arranged to meet on Thursday 18" December to
discuss things further, following which I look forward to a
thorough investigation.
Yours sincerely
Haydi O’Brien
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Haydi O’Brien I Network Field Support Advisor
POST OFFICE LTD
4™ Floor, 120 Bark Street, Bolton, BL1 2AX
Mobile: GRO
Mobe)
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