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From: CN=Eunice Kirby/OU=e/O=POSTOFFICE
Sent: Fri 18/03/2011
To: eunice.kirby{"~
Subject: FW: Plumstead High Street Post Office - J Singh
Forwarded by Eunice Kirby/e/POSTOFFICE on 18/03/2011
16/03/2011 14:35
To: ECT
ce:
Subject: FW: Plumstead High Street Post Office - J Singh
ersonal Assistant to Kevin Gilliland
Post Office Ltd
14st Floor, Bunhill Row Wing,
148 Old Street,
London, EC1V 9HQ
Royal Mail Group's charity of choice is Barnardo's. Please visit the following
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contain confidential and privileged information. Any unauthorised review, use,
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please contact me by reply email and destroy all copies of the original message.
From: Kevin Gilliland
Sent: 16 March 2011 14:28
To: Mike Granville; Rod Ismay
Subject: RE: Plumstead High Street Post Office - J Singh
Thx. My point on JFSA was not around Horizon making the wrong entries and
calculations but more in the direction that the TV reports are suggesting this
is heading ie the system should be more configured to stop people making errors
and obviously if what the subpostmaster is telling us is right, then this could
open us up to criticism.
K
Kevin Gilliland
Network and Sales Director
Post Office Ltd
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1st Floor, Bunhill Row Wing, 148 Old Street
London EC1V 9HQ
Royal Mail Group's charity of choice is Barnardo's. Please visit the following
website to find out how you can make a difference;
www.royalmailgroupcharity.com
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: Mike Granville
Sent: 16 March 2011 14:08
To: Rod Ismay
Cc: Kevin Gilliland
Subject: FW: Plumstead High Street Post Office - J Singh
Rod,
Kevin has sent me this through. I thought you'd might to see from a process
viewpoint. There are appear to be two issues — the process of ‘recovery’ in
cases like this and the system process for adjusting the Horizon system. The
implication is that the banks have more appropriate systems in cases like this.
I don’t think this plays to JFSA allegations that Horizon is doing incorrect
things — there is no question but that the system has reported what was input -
but I could see it raising a question on the wider front that the processes and
systems around Horizon are not flexible enough.
On the case itself, this is being looked at, but it strikes me the potentially
unusual factor here may be that the person who ‘paid in’ is taking a
particular stance. I can imagine that is highly unusual and is presumably the
factor to be taken into account on how the case is handled. It would be
interesting to see how many cases of this kind of ‘input error’ do actually
lead to a dispute with the customer. One would imagine it to be very small- in
which case the issue might not be around the overall process — but on how we
handle the small number of disputes that do arise in these circumstances.
Thanks
Mike
Mike Granville
Head of Regulation Strategy
Post Office Ltd
Old Street, LONDON EC1V 9H1Q
Sent: 16 March 2011 09:33
To: Mike Granville
Cc: ECT
Subject: FW: Plumstead High Street Post Office - J Singh
Hi Mike,
Please see the attached.
If this is as the subpostmaster suggests then it feels like our processes have
failed us. We are gathering the facts but I wanted your involvement because of
a potential link to JFSA. This could give them the credibility they are
looking for. What do you think?
Kevin
Mike - would you please cc ECT your reply (as they are dealing and
responding with this ). Thanks. I GRO }
Personal Assistant to Kevin Gilliland
Post Office Ltd
1st Floor, Bunhill Row Wing,
148 Old Street,
London, EC1V 9HQ
Royal Mail Group's charity of choice is Barnardo's. Please visit the following
website to find out how you can make a difference: www.royalmailgroupcharity.com
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: Plumstead SPSO} "GRO
Please find attached covering letter for yourself and letter addressed to head
of Post Office for you to forward as discussed.
Thanking you in advance.
Yours sincerely,
Jasmit Singh
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