Post Office’s Process Review Team Pilot/Launch
Dear Post Office Information Rights Team,
On 21 September 2024 I submitted FOI2024/01282 regarding the Process Review programme (PPR), conceived by the Post Office to address complaints by Sub-Postmasters using the current Horizon (HNG-A) and to compensate them for any adverse impacts on their branch from Post Office products, processes or policies.
I was informed by you on 18 October 2024 that the programme was still under a pilot phase and that it would be launched ‘in due course’. No further information, however, has been released on your website to enable applicants to submit claims.
I am therefore seeking an update on the Post Office’s Process Review programme.
Please can you disclose:
i) the Terms of Reference for the PPR if they have now been formalised;
ii) when the PPR will be formally launched;
ii) the total number of branches which have taken part in the scheme during its pilot phase;
iii) the total number of claims for redress submitted to the PPR during the pilot phase;
iv) the total payments which have been made to claimants under the PPR to date;
v) the feedback received from Sub-Postmasters as part of the PPR development phase.
Yours sincerely,
Eleanor Shaikh
Our ref: FOI2025/00143
Dear Eleanor Shaikh,
Thank you for your request for information which was received on 28th
February. Your request is being considered under the terms of the Freedom
of Information Act 2000.
The Act requires that a response must be given promptly, and in any event
within 20 working days. We will therefore reply at the latest by 31st
March.
Please remember to quote the reference number above in any future
communications.
Regards,
Data Protection and Information Rights Team
100 Wood Street,
London,
EC2V 7ER
Dear Eleanor Shaikh,
We are writing in respect of your information request, FOI2025/00143. At
present, our view is that your request falls within the scope of the
qualified exemption at section 43 of the Freedom of Information Act ("
FOIA"), relating to commercial interests.
As permitted by section 10 of the FOIA, Post Office Limited (" Post
Office") requires further time to consider the public interest test in
relation to this exemption. An extension is permitted until such time as
is reasonable in the circumstances. Having considered the FOIA Code of
Practice, Post Office considers that an extension of 20 working days is
appropriate in this instance and will therefore aim to respond to you by
30th April.
Please note, we are also considering the exemption under section 40 of the
FOIA, relating to personal data.
Kind regards,
Data Protection and Information Rights Team
100 Wood Street
London
EC2V 7ER
[1][email address]
Post Office Limited is committed to protecting your privacy, information
about how we do this can be found on our website at
www.postoffice.co.uk/privacy
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Dear Eleanor Shaikh,
Please find the response attached relating to your Freedom of Information
request.
Regards,
Data Protection and Information Rights Team
100 Wood Street,
London,
EC2V 7ER
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