POL00254632 - Email from Andrew Parsons to Angela Van-Den-Bogerd, Mark Underwood and Jonathan Gribben re: Item 21751

Evidence on official site

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From: Andrew Parsonsf._
Sent: Tue 24/04/2018 3:23:33 PM (UTC)
To: Angela Van-Den-Bogerd._

Underwood1

Subject: RE: Item 21751 [BD-4A.F1ID26896945]

Mark

Would you mind socialising this with the necessary people and then let us know when we have the green light to
proceed,

Thanks

A

Andrew Parsons
Partner
Womble Bond Dickinson (UK) LLP

womblebonddickinson.com

BOND

ATi DICKINSON
From: Angela Van-Den-Bogerd [mailt«
Sent: 24 April 2018 16:19

To: Mark Underwood1; Andrew Parsons; Jonathan Gribben
Subject: RE: Item 21751 [BD-4A.FID26896945]

Andy

I agree with the proposed approach. Julie Thomas as Network Ops Director but also Stuart Nesbit as he is responsible
for FSC where the TCs are generated from.

Thanks,
Angela

Angela Van Den Bogerd

People Services Director
SWYDDFAR 1* Floor, Ty Brwydran,
POST Atlantic Close,Llansamlet

Swansea SA7 9F.
2017 Winner of the Global Postal Award ;- “

for Customer Experience

2017 Enillydd Gwobr Post Byd-eang ar

gyfer Profiad y Cwsmer

Confidential Information:
This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any
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unauthorised review, use, disclosure or distribution is prohibited. If you are not the intended recipient please contact me by
reply email and destroy all copies of the original message.

From: Mark Underwood1
Sent: 24 April 2018 14:16
And r

} Angela Van-Den-Bogerd{

L. GRO Jonathan Gribben
Subject: RE: Item 21751 [BD-4A.FID26896945]

Hi Andy, I agree and am happy with the approach.

Angela, would the only other person be Julie Thomas? (Andy — Julie Thomas is replacing Mark Ellis as the Network
Operations Director)

Mark

Mark Underwood
Head of Portfolio: Legal, Risk &
Governance

2017 Winner of the
Global Postal Award Ground Floor
for Customer 20 Finsbury Street
Experience London EC2Y 9AQ

Mobile number

From: Andrew Parsons [ma :
Sent: 24 April 2018 14:09 -
To: Angela Van-Den-Bogerd ¢ GRO } Jonathan Gribben

Ce: Mark Underwood! <7
Subject: RE: Item 21751 [BD-4A.FID26896945]

All

I think we (the legal team) need to take charge of this process. Whatever documents are produced are likely to be
disclosable and I would like as far as possible for this to be covered by privilege or have controlled their content.

1. Asa first step, I would like Sree to copy all emails on this topic (past and future to Jonny). Jonny please then
keep these someone separate and safe. He should then be instructed to take no further action for now.

2. Second I would like to escalate this to Pete and Torstein at FJ, so that they can produce for us a full (and
privileged) note on what has happened and why there is no alternative but to editing the data.

3. Third, we can then make a decision on how to proceed in light of the full facts.

I understand that this is going to cause operational problems and risks in this branch, but if not handled properly this
could be disastrous for the Group Litigation.

Angela / Mark - Do you agree with this approach? If so, who else do we need to put in the loop on this?
Kind regards
Andy
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Andrew Parsons
Partner
Womble Bond Dickinson (UK) LLP

womblebonddickinson.com

BOND
DICKINSON min)

From: Angela Van-Den-Bogerd [mailt
Sent: 24 April 2018 12:27

To: Andrew Parsons; Jonathan Gribben
Cc: Mark Underwood1

Subject: RE: Item 21751

Andy

No. I asked Sree that last night when he rang me. The issue is that the branch cannot process the TC at all.

Angela Van Den Bogerd
People Services Director

1" Floor, Ty Brwydran,
Atlantic Close,Llansamlet

Angela

PO

2017 Winner of the Global Postal Award

for Customer Experience
2017 Enillydd Gwobr Post Byd-eang ar

gyfer Profiad y Cwsmer

Confidential Information:

This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information. Any
unauthorised review, use, disclosure or distribution is prohibited. If you are not the intended recipient please contact me by
reply email and destroy all copies of the original message.

From: Andrew Parsons [mailto}
Sent: 24 April 2018 12:24
To: Jonathan Gribben {
Cc: Mark Underwood] 4

GRO

Angela Van-Den-Bogerd

Subject: RE: Item 21751

J
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Can they not settle the TC centrally and then wipe it off the postmaster's account?
A

Andrew Parsons
Partner
Womble Bond Dickinson (UK) LLP

womblebonddickinson.com

A)

From: Jonathan Gribben

Sent: 24 April 2018 12:13

To: Andrew Parsons

Cc: Mark Underwood1; angela.van-den-bogerd¢ GRO. i

Subject: FW: Item 21751 [BD-4A.FID27032497]

Andy,

I've spoken to Sree and he has sent me the email chain below by way of further background. In summary, Post Office
have exhausted all other possible ways of cancelling this TC and I agree that there is no alternative but for FJ to
manually remove it.

Some key points:-

¢ the TC relates to a redundant product that this branch never sold - Post Office reinstated the product and
gave the branch permission to sell it, but it was still not possible for the branch to accept the TC;

e Post Office cannot issue another TC to net the first one off for the same reason (the branch wouldn't be able
to accept it);

e the TC was issued due to human error rather than a technical fault;

e the branch is a McColl's branch, so it's less likely that the Claimants in the GL will become aware of the issue
and get the wrong end of the stick; and

¢ in Sree's view the real risk to Post Office is not fixing the issue — as it's preventing the branch from completing
its trading period the branch may have.be incurring losses and in the circumstances Post Office is likely to
have to pick those losses up.

Are you happy for me to give Sree the green light to have FJ remove the TC?

Thanks
Jonny

Jonathan Gribben
Managing Associate
Womble Bond Dickinson (UK) LLP

a

3

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e: jonathan gribben@”

womblebonddickinson.com

GE) wie
(O}*” BICKINSON y ©
From: Sree Balachandran [mailto:¢ GRO

Sent: 24 April 2018 09:49
To: Jonathan Gribben
Subject: FW: Item 21751

Thanks and Regards

Sree Balachandran
Lead Branch Availability Manager

2017 Winner of the 2" Floor West, Future Walk
Global Postal Award Chesterfield , S49 1PF
for Customer
Experience

Advance Notice of Annual Leave:

From: Bradley, Eleanor [mailt:
Sent: 18 April 2018 14:05

C Dawn.Phillips

Subject: RE: Item 21751

Sree — As per Matt’s email below, this will need to be raised for the Horizon Helpdesk

In the meantime, should I leave the accounting items as is or revert back to their original set up?

Thanks
Ellie

Eleanor Bradley
Information Services

uk.atos.net

FOR BARCODE/MAG CARD SAMPLES:
Eleanor Bradley

Atos IQ Winnersh

1020 Eskdale Road

Wokingham

Berkshire, UK

RG41 5TS

Advance Notice Of Annual Leave:

17° May
1 June
8" June
13% - 19 June

From: Matthew Warren [mailto:

Sent: Wednesday, April 18, 2018

To: Bradley, Eleanor; Sree Balachandran; Alison Bolsover
Cc: Dawn.Phillips; Robson, Suzanne; Sarah Parkes; Debbie Tamburro

Subject: RE: Item 21751

Sounds like one for the Horizon helpdesk I’m afraid

Regards

Matt

Matthew Warren
Senior Data and Process Specialist
Business Information Management

2017 Winner of
the Global 1* Floor West Block,
Postal Award  ‘'° ! Future Walk,

for Customer _ West Bars, Chesterfield, S49 1PF

Experience

From: Bradley, Eleanor [mailt
Sent: 18 April 2018 13:50

To: Sree Balachandran; Alison Bolsover; Matthew Warren
Cc: Dawn.Phillips; Robson, Suzanne; Sarah Parkes; Debbie Tamburro

Subject: RE: Item 21751

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Thanks for the update Sree, I’m not sure where else to go at this point. This isn’t an issue I’ve ever come across before

(where adding the NCL hasn’t corrected the issue)

Matt — Do you have any ideas on this one?
Thanks
Ellie

Eleanor Bradley

Information Services

"GRO
eleanor.bradleyG@"~

uk.atos.net

FOR BARCODE/MAG CARD SAMPLES:
Eleanor Bradley

Atos IQ Winnersh

1020 Eskdale Road

Wokingham

Berkshire, UK

RG41 5TS

ALOS I QS)

Advance Notice Of Annual Leave:

17 May
1 June
8" June
13%- 19" June

From: Sree Balachandran [mail
Sent: Wednesday, April 18, 2018

To: Alison Bolsover; Matthew Warren; Bradley, Eleanor
Cc: Dawn.Phillips; Robson, Suzanne; Sarah Parkes; Debbie Tamburro

Subject: RE: Item 21751

Hi Ellie,

Unfortunately the change did not work ,please see the attached pictures below.
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Kind Regards

Sree Balachandran
Lead Branch Availability Manager

From: Bradley, Eleanor
Sent: Tuesday, April 17, 2018 2:41:59 PM
To: Sree Balachandran; Alison Bolsover; Matthew Warren

Cc: Dawn.Phillips; Robson, Suzanne; Sarah Parkes; Debbie Tamburro
Subject: RE: Item 21751

Yes that’s no problem at all. If someone can chase tomorrow and let me know if / when this has been successful and I
will revert the accounting NCLs back to how they should be ©

Thanks
Ellie

Eleanor Bradley

Information Services

uk.atos.net

FOR BARCODE/MAG CARD SAMPLES:
Eleanor Bradley

Atos IQ Winnersh

1020 Eskdale Road

Wokingham

Berkshire, UK

RG41 5TS

ALOS I QS

Advance Notice Of Annual Leave:

17° May

1 June

8" June

13%- 19 June

From: Sree Balachandran [mail
Sent: Tuesday, April 17, 2018 2:.
To: Bradley, Eleanor; Alison Bolsover; Matthew Warren

Cc: Dawn.Phillips; Robson, Suzanne; Sarah Parkes; Debbie Tamburro
Subject: RE: Item 21751

Hi Ellie,

Apologies I was in a meeting all day. Just called the agent and he is on leave today and will only be onsite tomorrow.
Staff cannot do the TCs as they do not know how to do it. Can we leave it till tomorrow please?

Kind regards
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Thanks and Regards

' Sree Balachandran
Lead Branch Availability Manager

2017 Winner of the 2" Floor West, Future Walk
Global Postal Award Chesterfield , S49 1PF
for Customer sree.balachandran@i GRO

Experience G RO '

Landline}

Advance Notice of Annual Leave:

Matthew Warren
Cc: Dawn. Phillips

t; Sarah Parkes

Hi all,

Do we have any update on this? I need to complete the change in MDM before 3pm to be able to release in time for
the changes to be reverted tomorrow

Thanks
Ellie

Eleanor Bradley
Information Services

M+ i
Li GRO
eleanor. bradieye”” éRo””
uk.atos.net

FOR BARCODE/MAG CARD SAMPLES:
Eleanor Bradley

Atos IQ Winnersh

1020 Eskdale Road

Wokingham

Berkshire, UK

RG41 5TS

ALS I QQD

Advance Notice Of Annual Leave:

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17 May

1 june

8" June

13%- 19" June

From: Sree Balachandran [mailto:!
Sent: Monday, April 16, 2018 11:11 AM

To: Bradley, Eleanor; Alison Bolsover; Matthew Warren

Cc: Dawn.Phillips; Robson, Suzanne; Sarah Parkes; Debbie Tamburro
Subject: RE: Item 21751

Thank you Ellie. Much appreciated.
Debbie, Can you give the branch a call to see if the changes had made the difference?
Thanks and Regards

Sree Balachandran
Lead Branch Availability Manager

2017 Winner of the 2” Floor West, Future Walk
Global Postal Award Chesterfield , S49 1PF
for Customer i
Experience

Advance Notice of Annual Leave:

From: Bradley, Eleanor {_ GRO
Sent: 16 April 2018 11:05
To: Alison Bolsover
Matthew Warren ¢"
Cc: Dawn.Phillips

; Sree Balachandran <
1

Robson, Suzanne ; Sarah Parkes

Subject: RE: Item 21751
Hi all

Just to confirm that I have now authorised the change to accounting items for FAD 328504 as discussed in the email
chain below. This will be effective from tomorrow

Please can someone confirm with the branch tomorrow if this resolves the issue? And then I will change the
accounting NCL’s back

Thanks
Ellie

Eleanor Bradley
Information Services
M
L
el

uk.atos.net

FOR BARCODE/MAG CARD SAMPLES:
Eleanor Bradley

Atos IQ Winnersh

1020 Eskdale Road

Wokingham

Berkshire, UK

RG41 5TS

ALOS I 205)

Advance Notice Of Annual Leave:

17° May

1 June

8" June

13% - 19" June

From: Alison Bolsovei
Sent: Thursday, April 12, 2018 2:55 PM
To: Sree Balachandran; Bradley, Eleanor; Matthew Warren
Cc: Dawn.Phillips; Robson, Suzanne; Sarah Parkes
Subject: RE: Item 21751

Agree Sree lets go with Monday

Kind Regards
Alison

2017 Winner ofthe ALISON BOLSOVER
Global Postal Award = Senior Debt Recovery Manager
for
Customer Experience Tel:
Mobile:

Post Office Ltd
iFuture Walk
2nd Floor West
Chesterfield
Derbyshire

S49 1PF

alison.bolsover¢_

Private and Confidential - Subject to Legal Privilege:

This email message is for the sole use of the intended recipient(s) and may contain confidential and privileged information.

Any unauthorised review, use, disclosure or distribution is prohibited.

If you are not the intended recipient please contact me by reply email and destroy all copies of the original message.

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From: Sree Balachandran
Sent: 12 April 2018 14:54

; Matthew Warren ¢ GRO. ~ >; Alison

Robson, Suzanne <

“p; Sarah Parkes
Subject: RE: Item 21751
Hi Ellie,

Thanks for this. I am happy to authorise the change for Monday so that any issues can be picked up easily and we are
not leaving the agent in the dark just in case if anything goes wrong. I believe it is worth taking the risk considering

the benefit.

Alison, What are your thoughts on this based on your previous experience? Happy to be overruled if you think of
anything I may not have considered?

Thanks and Regards

Sree Balachandran
Lead Branch Availability Manager

2017 Winner of the 2 Floor West, Future Walk
Global Postal Award Chesterfield , S49 1PF

for Customer
Experience
Advance Notice of Annual Leave:
From: Bradley, Eleanor{ GRO. j

Sent: 12 April 2018 14:27
To: Sree Balachandran<; GRO

Cc: Dawn.Phillips radley, Eleanor

Subject: RE: Item 21751
Hi Sree/Matt,

We have had a further look at this and we do not believe that the sell mode being ended for this item has any effect
on the branches ability to accept the TC. This is common practice for when an item is ended and as the mode for TCs is
still live, they should be able to accept.

However, having looked at the error message provided, it looks like the settlement icons applied to the branch may
be the issue. I have checked a number of the other branches that had this item added to them and it looks like it is
only allowed for Crown and CTO branches which have different accounting items to Mains (which is what Moorfields
is).
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Moorfields currently has 6483 & 6487 ncl’s which is correct for the branch type (Main multiple) but Crowns and CTOs
have the accounting items of 6481, 6484, 6485 & 6488. I believe one of these is the accounting ncl required to allow
the branch to accept the TCs but I do not know what the other implications would be of adding these items to the
branch.

Therefore I think the possible answer would be to add these accounting NCLs and remove the current ones (as I think
these will conflict if the branch has all of them) and then change them back ASAP as this could cause other
implications at the branch

I need to travel back to Chesterfield so will be unavailable after 2.30, but I have copied in Suzanne who can allocate
the change to someone to complete if this is authorised. I have created worklist XXX/328504/2 in MDM with the
change already created in it, so this will just need to be validated authorised if the decision is made to proceed with
this option. This will then need to be backed out as soon as the TC has (hopefully) been accepted to resume normal
service at the branch

Sree — Please can you confirm if you authorise this change, if so, this will be in place from tomorrow. I’ve provided
Matt and Suzanne the Incident reference if someone could update the POSD, and also let the branch know to try again
tomorrow (pending the worklist being authorised before 5pm today). If the branch could also be informed that this
may temporarily impact some other areas of accounting with their usual accounting NCLs being ended, but this can
then be reverted once TC is confirmed. The other option may be to leave this until Monday as change back would be
tomorrow and therefore if there are any issues these wouldn’t be resolved until after the weekend

Thanks
Ellie

Eleanor Bradley
Information Services

uk.atos.net

FOR BARCODE/MAG CARD SAMPLES:
Eleanor Bradley

Atos IQ Winnersh

1020 Eskdale Road

Wokingham

Berkshire, UK

RG41 5TS

ALS I QQH

Advance Notice Of Annual Leave:

17° May

1 June

8" June
13-19" June

From: Sree Balachandran I GRO. :
Sent: Thursday, April 12, 2018 11:41 AM

To: Matthew Warren; Alison Bolsover

Cc: Bradley, Eleanor; Dawn.Phillips

Subject: RE: Item 21751
Thank you Matt.
Thanks and Regards

Sree Balachandran
Lead Branch Availability Manager

2017 Winner of the 2” Floor West, Future Walk
Global Postal Award Chesterfield , S49 1PF
for Customer stee.balachandran{

Experience Mobile:
Landline:!

Advance Notice of Annual Leave:

From: Matthew Warren

Sent: 12 April 2018 11:40
To: Sree Balachandran }
Cc: Bradley, Eleanor <
Subject: RE: Item 21751

Hi Sree,

I have spoken to Ellie about this and ATOS think it maybe something else

They are looking into it
Regards

Matt

Matthew Warren
Senior Data and Process Specialist
Business Information Management

2017 Winner of
the Global 1* Floor West Block,
Postal Award =" 1 Future Walk,
for Customer West Bars, Chesterfield, $49 1PF

Experience I GR i

sencnvnd

From: Sree Balachandran
Sent: 12 April 2018 11:38

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To: Matthew Warren; Alison Bolsover
Cc: Bradley, Eleanor; Dawn.Phillips
Subject: RE: Item 21751

Thank you Matt.

Eleanor, Is it possible for you to do this change on the back of the other incident? Or would you need a new ticket for
this ? Appreciate your help on this.

Kind regards

Thanks and Regards

Sree Balachandran
Lead Branch Availability Manager

2017 Winner of the 2 Floor West, Future Walk
Global Postal Award Chesterfield , $49 1PF
for Customer stee.balachandran@

Experience Mobile: I
Landlin

Advance Notice of Annual Leave:

From: Matthew Warren

Cc: Bradley, Eleanor <
Subject: Item 21751

Hi both,
Looks like this Item has previoulsy had its sell tm ended

This could prevent the branch from accepting the tc

I suggest the tm is restarted for a finite time to allow the branch to progress

@ item Transaction Mode Transaction Mode Code Parent Settlement item Code parent New Reve
8 21751_1 Sell (Normal Transaction) N
tv) 21751_0 Default N

8 21751_14 Bulk Input N
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Regards

Matt

Matthew Warren
Senior Data and Process Specialist
Business Information Management

2017 Winner of

the Global 1* Floor West Block,
Postal Award No 1 Future Walk,

for Customer
Experience

field, $49 1PF

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Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos
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(registered number 01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK
Limited (registered number 08514184) and Canopy The Open Cloud Company Limited (registration number
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This e-mail and the documents attached are confidential and intended solely for the addressee, and may
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As emails may be intercepted, amended or lost, they are not secure. Atos therefore can accept no liability for
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that this transmission is virus-free and can accept no liability for any damages resulting from any virus
transmitted. The risks are deemed to be accepted by everyone who communicates with Atos by email.

Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos
group. The following trading entities are registered in England and Wales: Atos IT Services UK Limited
(registered number 01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK
Limited (registered number 08514184) and Canopy The Open Cloud Company Limited (registration number
08011902). The registered office for each is at Second Floor, Mid City Place, 71 High Holborn, London,
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This e-mail and the documents attached are confidential and intended solely for the addressee, and may
contain confidential or privileged information. If you receive this e-mail in error, you are not authorised to
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As emails may be intercepted, amended or lost, they are not secure. Atos therefore can accept no liability for
any errors or their content. Although Atos endeavours to maintain a virus-free network, we do not warrant
that this transmission is virus-free and can accept no liability for any damages resulting from any virus
transmitted. The risks are deemed to be accepted by everyone who communicates with Atos by email.

Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos
group. The following trading entities are registered in England and Wales: Atos IT Services UK Limited
(registered number 01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK
Limited (registered number 08514184) and Canopy The Open Cloud Company Limited (registration number
08011902). The registered office for each is at Second Floor, Mid City Place, 71 High Holborn, London,
WC1V GEA. The VAT No. for each is: GB232327983.

This e-mail and the documents attached are confidential and intended solely for the addressee, and may
contain confidential or privileged information. If you receive this e-mail in error, you are not authorised to
copy, disclose, use or retain it. Please notify the sender immediately and delete this email from your systems.
As emails may be intercepted, amended or lost, they are not secure. Atos therefore can accept no liability for
any errors or their content. Although Atos endeavours to maintain a virus-free network, we do not warrant
that this transmission is virus-free and can accept no liability for any damages resulting from any virus
transmitted. The risks are deemed to be accepted by everyone who communicates with Atos by email.

Atos, Atos Consulting, Worldline and Canopy The Open Cloud Company are trading names used by the Atos
group. The following trading entities are registered in England and Wales: Atos IT Services UK Limited
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(registered number 01245534), Atos Consulting Limited (registered number 04312380), Atos Worldline UK
Limited (registered number 08514184) and Canopy The Open Cloud Company Limited (registration number
08011902). The registered office for each is at Second Floor, Mid City Place, 71 High Holborn, London,
WCIV 6EA. The VAT No. for each is: GB232327983.

This e-mail and the documents attached are confidential and intended solely for the addressee, and may
contain confidential or privileged information. If you receive this e-mail in error, you are not authorised to
copy, disclose, use or retain it. Please notify the sender immediately and delete this email from your systems.
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