Post Office is committed to keeping Postmasters up-to-date about product, policy and process changes and the work undertaken to address past issues that may have impacted Postmasters and former Postmasters.
This website contains information about such issues that may have had an impact on Postmasters and the redress that is available to those affected.
We will also let current Postmasters know about any such issues that may have impacted them through the regular Postmaster email or other Postmaster communication channels.
Post Office Process Review
Redress for Postmasters financially impacted by products, policies or processes
Welcome to the website for the Post Office Process Review (PPR).
Since the Common Issues Judgment in March 2019, we have carried out work across the business to identify products, policies or processes that may have caused financial loss to Postmasters because of the way they were designed or delivered.
We wish to put this right in a straightforward and transparent way, and we have therefore set up the Post Office Process Review to provide financial redress for current and former Postmasters who were impacted.
We are writing to current and former Postmasters about this by post to invite them to participate – this will continue over the coming months.
This follows a pilot with Postmasters in 2024 and feedback from the pilot has helped to finalise our approach.
Here you’ll find information about the specific areas identified and what to do if you were impacted by any of them, or if you have a separate relevant issue to raise.
What does the Post Office Process Review cover?
Please see the ‘Issues covered by the PPR’ document on the right-hand side of this page. This includes more details about each specific issue and how it may have impacted you, the average total financial loss we have estimated for any Postmaster impacted (excluding interest) and details of how we’ve put each issue right.
We are providing the estimated total average financial losses (excluding interest) for any Postmaster impacted to help you understand the amounts we think are associated with these issues. Although some of the individual amounts may appear to be small, we recognise that added up and over time, the loss and inconvenience could have been significant. The amounts we’ve stated are also only averages – individual Postmasters may have been impacted differently. Please include as much detail as you can in your request form about any losses you suffered.
A brief summary of the issues
| Issue | From | To |
| 1. ATM reconciliation | 29 April 1991 | 31 December 2022 |
| 2. Travel Money1: outmoded or counterfeit currency | 29 April 1991 | 1 April 2021 |
| 3. Travel Money: margin reclaim and exchange rate loss | 29 April 1991 | 12 April 2024 |
| 4. Low value reconciliation discrepancies | 29 April 1991 | 25 January 2021 |
| 5. E Top-ups | 13 November 2003 | 1 September 2023 |
| 6. Paystation reversals | 1 January 2005 | 15 April 2024 |
| 7. Savings product referrals | 12 April 2006 | 16 May 2022 |
| 8. Postal Order spoil and reverse process | 27 April 2006 | 31 May 2023 |
| 9. MoneyGram | 1 January 2007 | 1 July 2019 |
| 10. Drop & Go | 18 November 2014 | 26 November 2014 |
1Travel Money was also known as Bureau de Change and Foreign Exchange
Please tell us about any other relevant issues
The PPR is also an opportunity to tell us about any other issues related to products, policies or processes that caused you financial loss but are not described on the PPR website, or happened during different dates.
If you would like us to review one or more other issues that impacted you, please describe these in section 6 of your request form. You can do this whether or not you were impacted by any of the specific issues identified in section 5 – you don’t have to fill in section 5 if it’s not relevant to you.
For example, you may wish to ask us to review an amount that you previously paid to Post Office if you dispute this and believe it caused you financial loss (where this is not a shortfall related to previous versions of the Horizon system, as these would come under the Horizon Shortfall Scheme instead). If you would like us to review a payment you made previously to Post Office, please provide full details of this in section 6 of your request form. Some Postmasters will have paid amounts to Post Office in circumstances where Post Office was not entitled to seek recovery in view of the Common Issues Judgment, and this may have caused financial loss.
To be considered for redress, the issues raised in this area will generally need to have involved product, policy or process failings that caused financial loss including amounts paid to Post Office.
Since May 2021, Postmasters have had the opportunity to review and dispute discrepancies in Horizon and amounts repaid after that date will generally fall outside the scope of the Post Office Process Review. However, if you have an issue that arose since May 2021 that you would like us to consider, please let us know.
If you have suffered a shortfall related to a previous version of Horizon, please apply to the Horizon Shortfall Scheme – you can find out more details here.
How do I submit a request?
We’re writing to current and former postmasters by post over the coming months to invite them to participate, so you can fill in and post the paper form we’re including with the letter. (If you haven’t received the letter yet but you’d like a paper copy of the form, please contact us to request one). You can also submit a request by downloading the form on the right-hand side of this page (please download and save it to your device).
When you’ve completed your form, please send it by email or post, whichever you prefer:
- By email – please email your completed downloaded or scanned form to us at processreview@postoffice.co.uk together with any supporting documents/material you wish to include (which is not essential). If you don’t have an email address yourself, a family member or friend is welcome to send it on your behalf.
- Or by post - you can post your completed form to:
PPR
PO Box 82038,
London
EC2P 2WA.
Please use Royal Mail to send it as PO Box addresses can only accept post sent using Royal Mail and not other carriers/couriers. If using post, please only send copies of any supporting documents/material you wish to include (which is not essential) rather than original documents, which should be retained for your own records.
Verifying your identity
Current Postmasters do not need to verify their identity.
For former Postmasters or if you are submitting a request on behalf of a Postmaster, as well as completing the form, we will also need you to verify your identity please to ensure we are speaking to the right person. If you have already verified your identity recently using Post Office EasyID as part of a different redress process, you won’t need to do so again for the Post Office Process Review.
We’ve provided guidance about how to verify your identity on the right-hand side of this page. You can do this on a smartphone using the Post Office EasyID app. We recommend using EasyID if possible.
If you can’t, or prefer not to, verify your identity using EasyID, you can provide us with certified copies of one form of government issued identification document (such as your valid passport or driving licence), and one form of document that verifies your address (such as a recent utility bill or bank statement).
You can submit a request form on behalf of a Postmaster if, for example, you are the personal representative of the Postmaster or acting for them under a power of attorney or as executor. Please complete section 3 of the form if this is the case, and as part of the process we will also require proof of your legal capacity to make a request on the Postmaster’s behalf. If you have any questions about this, please contact us on 0333 665 1093, email us at processreview@postoffice.co.uk or write to us at PPR, PO Box 82038, London EC2P 2WA. If using post, please use Royal Mail as PO Box addresses can only accept post sent using Royal Mail and not from other carriers or couriers.
What happens next?
Once we have reviewed your request, we may send you an offer of financial redress or we may come back to you if we need more information to help progress your case.
If you believe you may have experienced additional losses caused by any of the issues addressed in the PPR (known as “consequential losses”), there will be an opportunity to provide further information at a later stage so we can review these losses for you as well.
If you were not impacted
If you were not impacted by any of the issues in the Post Office Process Review and you don’t have any other issues you would like us to investigate, you can confirm this to us at processreview@postoffice.co.uk (or in section 2 of the request form if you prefer to download and submit a form), and we won’t then follow this up further with you.
If we don’t hear from you
If we don’t hear from you, we may contact you again about this as we want to make sure impacted Postmasters receive full and fair financial redress.
Further questions and support
If you have any questions about the Post Office Process Review that are not answered on this website, or you would like further support with this, please contact us at processreview@postoffice.co.uk, on 0333 665 1093 or write to us at PPR, PO Box 82038, London EC2P 2WA. If using post, please use Royal Mail as PO Box addresses can only accept post sent using Royal Mail and not from other carriers or couriers.
We are sorry these issues happened, and we want to put this right for those affected as quickly as possible.
Suspension Remuneration Review
If you are looking for information about the Suspension Remuneration Review, then please click the link in the red box above right.