POL00199360
POL00199360
From: Belinda Crowe[IMCEAEX-
_O=MMS_OU=EXCHANGE+20ADMINISTRATIVE+20GROUP+20+28FY DIBOHF23SPDLT+29
_CN=RECIPIENTS_CN=BELINDA+20CROWE79B93F 1 1-569F-4526-A078-
F5B4958A8917220@C72A47 ingest.local]
Sent: 8 AM (UTC)
To:
Ce: “3]; Belinda
Subject: FW: _DOC_27643963(6)_DRAFT Settlement Policy - AB.DOCX
Attachment: _DOC_27643963(6)_DRAFT Settlement Policy - AB.DOCX
Hi Alwen
Per your email re Settlement Policy. Here it is, along with an email from Chris. I assume it should come from him as it
was his action. I have
Reproduced it below as I have changed the date from the original as that date has now passed.
Best wishes
Belinda
Initial Complaints and Mediation Scheme — Settlement Policy
On 19 November we discussed the settlement policy and ExCo asked for it to be resubmitted to contain two new
categories — “apology” and “no agreement but deeply regret any distress caused”. I have amended the policy
accordingly. However, please note that if Post Office Limited has caused distress to a SPMR, then it must accept some
fault which means the case probably falls into the bracket of warranting a settlement. If Post Office is not at fault,
then we can only express regret for the distress suffered by the SPMR (even if we did not cause it). Therefore the
term ‘suffered’ rather than ‘caused’ has been used in the redraft of the policy. The amendments have been
highlighted for ease of reference and are on pages 10,11,12/13 and 21.
I would be grateful if you can confirm that the policy can now be sighed off by 13 January.
Regards
Chris
Belinda Crowe
148 Old Street, LONDON, EC1V 9HQ.
From: Belinda Crowe
Sent: 09 December 2013 08:42
To: Chris Aujard
Cc: Alwen Lyons; Belinda Crowe; Rodric Williams
Subject: _DOC_27643963(6)_DRAFT Settlement Policy - AB.DOCX
Chris
POL00199360
POL00199360
On 19 November you took the Settlement Policy for the Initial Complaints and Mediation Scheme to ExCo and took
away an action to ‘Introduce two new categories into the settlement policy (“apology” and “no agreement but deeply
regret any distress caused”) and then resubmit for ExCo for final signoff.
We have amended the policy to reflect this.
However, what ExCo has suggested, if POL has caused distress to a SPMR, then it must accept some fault which means
the case probably falls into the bracket of warranting a settlement. If POLis not at fault, then we can only express
regret for the distress suffered by the SPMR (even if POL did not cause it). This is may be semantics, but I suggest we
highlight the point.
If you are happy I will ask Alwen (copied) to send the policy to ExCo with the following.
Initial Complaints and Mediation Scheme — Settlement Policy
On 19 November we discussed the settlement policy and ExCo asked for it to be resubmitted to contain two new
categories — “apology” and “no agreement but deeply regret any distress caused”, I have amended the policy
accordingly. However, please note that if Post Office Limited has caused distress to a SPMR, then it must accept some
fault which means the case probably falls into the bracket of warranting a settlement. If Post Office is not at fault,
then we can only express regret for the distress suffered by the SPMR (even if we did not cause it). Therefore the
term ‘suffered’ rather than ‘caused’ has been used in the redraft of the policy. The amendments have been
highlighted for ease of reference and are on pages 10,11,12/13 and 21.
I would be grateful if you can confirm that the policy can now be sighed off by 13 December.