POL00423866 - Email from flagcaseadvisor to Thomas P Moran, Mark Ellis, Neil Ennis and others RE: FOR ACTION: ECT 1723/16(JW) Martin Summers, Postmaster Feedback due

Evidence on official site

POL00423866

POL00423866
Message
From: flagcaseadvisor
on behalf of —_flagcaseadvisor </
Sent: 23/03/2017 13:58:35
To: Thomas P Moran Mark Ellis ; Neil Ennis
i Gayle A Peacock
atrick Bourke
35 Martin Kearsley
cc: Kevin Gilliland [ j

Subject: FOR ACTION: ECT 1723/16(JW) Martin Summers, Postmaster Feedback due: asap please but no later than 29 March
2017 Case signatory: TBC
Attachments: ECT 1723-16 Summers M D Mr.pdf

POST OFFICE LTD
CHIEF EXECUTIVE’S CORRESPONDENCE TEAM
INFORMED, OPEN HONEST RESPONSES TO OUR CUSTOMER heip us all make sure we

provide each and every customer with a consistent and professional service at every
point in their journey.

CASE REF NO: ECT 1723/16 DATE MAIL RECEIVED BY ECT: 22 March 2017

DEADLINE FOR FEEDBACK TO ECT: asap please but no later than 29 Mach 2017

CUSTOMER DETAILS: Martin Summers

SUBJECT: Horizon/Training/NBSC contact/Financial/Stock/Mails

BRANCH NAME: Whitchurch BRANCH CODE: 343539

FOR THE SIGNATURE OF: TBC

Crucially you are responsible for commissioning and co-ordinating all information and
responding in full within five working days.
Hi all

Please find attached letter that has been sent to Paula Vennells. We have also received an emailed copy and previously
this Postmaster contacted POL via our ‘One’ medium.

Apologies for the wide circulation but I would really appreciate some guidance on this one given the content of the
letter with multiple issues raised although mainly centred on Horizon/Legacy issues. As this is a local it’s supported by
BSST so no direct visit — do you think in the circumstances contact from a Senior Manager in POL would be appropriate

POL00423866
POL00423866

and possibly appreciated by this Postmaster who clearly wants to make a success of his venture but feels he has had
little support from POL — please advise.

Please reply to

Janet

N.B. Should you have any problems meeti
EXECUTIVE’S CORRESPONDENCE TEAM a

Flag Case Fact Sheet:
The information
contained in this sheet
will be used to prepare
the final response and
will be shared with the
signatory. It may also
be recalled in any FOI
enquiry.

Background
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taken

This should include
details relating to
customer complaint.
(what went
wrong/why it went
wrong/ what has been
done about it)

Additional
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