Badenoch blames civil servants for Horizon IT scandal compensation delays
Britain's main opposition Conservative Party leader Kemi Badenoch, arrives to give evidence to the Post Office Horizon IT Inquiry in central London on November 11, 2024. (Photo by ADRIAN DENNIS/AFP via Getty Images)
The government let bureaucracy get in the way of redress for wronged sub postmasters, former business secretary Kemi Badenoch today (11) told the inquiry into the Post Office scandal.
The Tory leader said that during her time as business secretary, she and former postal affairs minister Kevin Hollinrake "wanted to get the money out there" but were constantly given reasons why they could not by officials.
During an appearance before the Horizon IT inquiry, Badenoch said, "We had briefings on the issue with officials, and it was quite clear to me that we were allowing bureaucracy to get in the way of redress too much of the time.
"Kevin (Hollinrake) and I wanted to get the money out there, and we were always given a reason why we couldn’t.
"I feel that there is often too much bureaucracy in the way of getting things done, because people are worried about the process. They are worried about: if things go wrong, they’ll be on the hook for that. So they carry out lots of checks and balances well beyond what I think is required in order to deliver the right outcome."
Questioned by counsel to the inquiry Jason Beer KC on who allowed bureaucracy to get in the way of redress, Badenoch replied: "Well, the government machine.
"I think I remember asking a question like- ‘Why can’t we just give them the money?"’
Badenoch, who was Business Secretary for 17 months, also told the inquiry that she was determined to speed up the whole process of compensation.
“What I was seeing, the way the Department [of Business and Trade] and the Post Office was going on we’d never get to the end of it. I had my own objective of making sure we did right by the sub-postmasters.”
Badenoch added that the Post Office would have “disappeared in its current form long ago” if it was a private organisation, adding that it is a “20th-century organisation that is struggling to evolve in a 21st-century world.”
Badenoch also stated that it was “extremely disappointing” that it took an ITV drama about the Post Office scandal to get the government to accelerate compensation for wrongly convicted postmasters.
“I was not expecting the documentary [Mr Bates vs the Post Office] in January, which helped speed things along. It suddenly turned it from a value-for-money question to a public perception question.”
The inquiry saw an exchange of letters between Badenoch and the Chancellor Jeremy Hunt in August 2023 requesting the extension of interim payments for the Group Litigation Order (GLO) compensation. But he initially rejected the idea.
“If you look at it in the context of what’s happening in government," she told the inquiry. "There are a thousand things that are being asked, money requested for. After a while, it just becomes another line in a ledger."
Post Offices handled £3.69 billion in cash deposits and withdrawals in October, reaching the highest monthly amount since July when a record £3.78 billion was handled over the counter, shows new figures released today (11).
Personal cash deposits totaled £1.52 billion which was up 2.2 per cent month-on-month (£1.49 billion, September 2024) and up almost 15 per cent year-on-year (£1.32 billion, October 2023). October 2024 was only the third time personal cash deposits have exceeded £1.5 billion in a single month (previously July and August 2024).
Business cash deposits totaled £1.21 billion which was up almost 4% month-on-month (£1.16 billion, September 2024) and up almost 8% year-on-year (£1.12 billion, October 2023). October 2024 was only the second time business cash deposits have exceeded £1.2 billion in a single month (previously July 2024).
Personal cash withdrawals totalled £928 million which was up 6.6% month-on-month (£871 million, September 2024) and up 13% year-on-year (£821 million, October 2023). The amount withdrawn over the counter was just below the record amount withdrawn in a single month set in December 2023 (£930 million).
Ross Borkett, Post Office Banking Director, said, “Our figures indicate that demand for cash is as strong as ever as people rely on cash to budget, particularly in the run-up to Christmas, and businesses rely on it to survive a volatile trading environment. Postmasters and their teams play a vital role in supporting small businesses to trade by providing a convenient and secure location to deposit their cash takings with many branches open long hours and some at weekends.”
Post Office Cash tracker data – October 2024
Cash deposits value (business & personal)
MOM%
YOY%
Cash withdrawals value (business & personal)
MOM%
YOY%
Total cash deposits & withdrawal value for October 2024
As at 16 October, 88 hubs have been opened in partnership between Cash Access UK and the Post Office. 168 Banking Hubs have now been announced by LINK with further openings planned for later this year.
Family members and employees of post office branch owners who were not considered eligible to make claims over the Horizon IT scandal may be allowed to apply for compensation, postal minister Gareth Thomas told the inquiry into the scandal on Friday (8).
During the hearing, Thomas stated that the government has been looking into the “gaps” in the eligibility criteria for those wanting to make claims under the four redress schemes being administered by the Post Office and the government.
“[Employees and counter assistants] are one of the gaps in the compensation process,” said Thomas. “We are actively looking at what we can do to address those gaps. As indeed we are looking at family members affected very badly by the Horizon scandal and cannot claim compensation either. It was one of those issues identified as being very significant.”
The current schemes exclude applications from family members and assistants at branches because only the person with a direct contract with the Post Office is eligible to apply as managers and counter assistants at branches have a contract with the owner-operator, not the Post Office. And while many branches are run by family teams, not all members have the contract with the Post Office.
Thomas also said that if claimants to the existing schemes can file by Christmas he is confident that payouts can be made by the end of March, the unofficial deadline sought by the leading campaigner Sir Alan Bates.
“Officials have been talking to claimants’ lawyers and looking at potential timings of those claims coming in,” he said. “If claims come in by Christmas we will be able to have made offers of paid financial redress by the end of March.”
Thomas however stressed that no date has been set for a deadline for final applications to be received.
Thomas also said that the government intends to publish a green paper next year to get nationwide views on the future governance options for the Post Office including the ownership of the 11,500 branches. He added that former minister Kevin Hollinrake held “constructive” talks with Post Office workers about ultimately transferring ownership through mutualisation.
“It is difficult to be anything other than concerned about culture in the Post Office,” Thomas said on Friday (8). “There has been some early conversations with stakeholders … about how to change that governance and also look at improvements to culture going forward. We are thinking we will publish a green paper next year to invite wider views about the future of the Post Office.”
Prime minister Sir Keir Starmer has dismissed need for a March 2025 deadline for compensating Post Office Horizon scandal victim, saying "an arbitrary cut-off date could result in some claimants missing the deadline".
In a response to Sir Alan Bates' call for a March 2025 deadline, Sir Keir Starmer's spokesperson today (5) stated that there would not be a deadline imposed.
"What we don't want to do is set an arbitrary cut-off date which could result in some claimants missing the deadline," the spokesperson said. "We obviously don't want to put pressure on claimants and put them off contesting their claim."
However, victims involved in a landmark case against the Post Office that ended in 2019 "should receive substantial redress by the end of March and we are doing everything we can to achieve that goal", the spokesperson added.
Earlier today (5), Sir Alan was giving evidence to the Business Select Committee when he told MPs that he has twice written to the Prime Minister in the past month to say "it needs to be finished by the end of March 2025".
"I never received a response," Sir Alan said, adding, "Deadlines do need to be set. People have been waiting far too long."
Sir Alan first wrote to the PM on Oct 2 and again a few days ago, urging him to make sure victims get full financial redress by March next year.
“People have been waiting far too long, over 20-odd years, there’s over 70 that have died along the way in the GLO group. There are people well into their 80s now that are still suffering. They’re still having to put up with this as well. They shouldn’t. They really shouldn’t," he said.
Bates himself has twice declined compensation this year, saying the first offer in January was "cruel" and "derisory", and about a sixth of what he had claimed.
When asked today by Liam Byrne, the committee chair, whether he would consider crowdfunding to return to court, Sir Alan said, “I would never say never.”
Legal action was one of several options his campaign group was planning to discuss at a meeting in the coming weeks, he said.
“I know that if we decide to go down that route we are going to halt the current scheme, and it’s going to be at least six, 12 or 24 months before it moves forward in that direction," Sir Alan said, adding: "That might be a choice people are prepared to take."
More than 900 subpostmasters were prosecuted between 1999 and 2015 after faulty Horizon accounting software made it look as though money was missing from their shops.
Appearing alongside Sir Alan were former subpostmaster Dewi Lewis, who was jailed for four months after being wrongfully convicted of theft from his branch, and Jill Donnison, a claimant who worked in her late mother’s branch.
Donnison criticised some of the questions she had been expected to answer as part of her efforts to seek compensation as “long-winded and impossible to answer”.
She said claimants were expected to know how much they had lost even though key data was missing from the records, with documents provided by the Post Office “practically illegible”.
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Around two thirds (65 per cent) of people affected by the Horizon scandal have said it impacted their family and relationships, while many respondents report estrangement from family members because of the scandal, according to a paper published today (1) by the Post Office Horizon IT Inquiry’s listening project.
The paper title In Your Own Words illustrates the various challenges the Horizon scandal has inflicted on people’s relationships, with respondents reporting the breakdown of relationships, estrangement from family members, and acute loneliness. Some adult children of former sub-postmasters shared how they experienced bullying, financial issues and mental health struggles because of the scandal. Others reported how their parents have died before knowing the truth about the Horizon scandal, which magnified their grief.
For many the post office was a family business legacy, making subsequent issues more impactful. Many reference their parents dying before knowing the truth about Horizon, magnifying the grief of these bereavements.
240 people — including current and former sub-postmasters, family and friends — have anonymously submitted their stories to In Your Own Words so far. This paper covers responses from March 2024 to August 2024.
Some of the anonymous responses mentioned in the paper are as follows:
"“I’m 66. I’ve lost 18 years of a good relationship with my daughter. I’ve lost me.”
“My children had their childhoods abruptly taken from them when the gravity of the situation became too serious for me to shield them any longer.”
“My mother was worried for us and put a lot of her savings into the account. These savings were meant to be left to her grandchildren a regret I will live with until I die.”
“Seeing the effect on my children was extremely difficult and remains a sore subject for me to this day.”
“We would like to clear Dad’s name, so that this isn’t a part of our families inherited trauma and that his memory left is true.”
“What amount of compensation would be adequate for the stress and pain endured over two decades? What would be considered sufficient?”
“The scandal put an enormous strain on our young family. Instead of enjoying the early years of our marriage and our daughter's childhood, we were consumed by the issues at the Post Office. The stress affected our relationship, leading to frequent arguments and a pervasive sense of frustration and helplessness. Our daughter, though too young to understand, was indirectly impacted by the tension and reduced quality time with her parents.”
“My wife has replaced thousands of pounds of money that she thought she had lost due to her illness and died feeling a failure.”
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Parliament is to launch an inquiry into delays in compensation settlements for sub postmasters affected by the Horizon scandal.
The newly-formed Business and Trade Select Committee will call ministers, subpostmasters and their lawyers to give evidence next week with a second session to follow in mid-November. The Committee’s chair, Liam Byrne MP told ITV News that there was “definitely a delay” in people coming forward for payment.
“What we’re hearing from subpostmasters is that if there is an argument about how much should be paid out, the first offer is made quite quickly but if there’s a negotiation, that negotiation is dragging.
“We on the committee are going to batter away at this, week in, week out, until it is job done. All of us on our committee are frankly horrified and outraged by how long this has taken and we’re just not going to give up, ” he said.
Sir Alan Bates, the Post Office campaigner and chair of the Justice for Subpostmasters Alliance, is expected to be invited to give evidence. Earlier this month, Sir Alan states that his own claim had not been addressed and that he had written to prime minister Sir Keir Starmer asking for his intervention.
“Like many of the groups, my claim has not been completed. It’s ridiculous. I am one of just many in this position. This is why I wrote to the Prime Minister at the start of October, asking that he instruct the department to ensure that all claims – and I’m talking about in the GLO group, the original 555 – have been completed by March next year," he said.
This comes weeks after the Post Office's outgoing CEO agreed the government is using the company as a "shield" over compensation schemes. Nick Read, who resigned last month, was giving evidence at the Post Office Horizon IT Inquiry for the second day, with a focus on delays to victims' financial redress.
He also admitted that the compensation process has been "overly bureaucratic" and expressed "deep regret" that the Post Office had not lived up to delivering "speedy and fair redress".