Most sub-postmasters nonetheless have main points with controversial IT system

The computer system at the heart of the Post Office Horizon scandal is still causing widespread havoc, a survey has revealed.

Nearly seven in 10 subpostmasters have experienced an “unexplained discrepancy” with it since January 2020. Issues include unknown or missing transactions, with virtually all those questioned by pollsters YouGov saying it resulted in shortfalls in their accounts. A third experienced surpluses. Most said their handled the discrepancy by using their branch’s money or resolved it themselves.

The damning discovery of ongoing problems come at the start of the final phase of the inquiry into the Post Office scandal surrounding the Horizon system. Hundreds of sub-postmasters were prosecuted after Fujitsu’s faulty Horizon system made it appear as though money was missing at their branches.

The Post Office continues to use the system despite heavy criticism over the scandal.

The fresh survey of 16,000 sub-postmasters found almost half were dissatisfied with how the shortfall issues were resolved, far outstripping those pleased with the Post Office response. The research also highlighted frustrations over the compensation scheme to support those affected by the system’s failings and subsequent prosecutions.

There appears little let-up in issues with the Horizon system. The vast majority (92%) of subpostmasters surveyed reported experiencing some form of issue in the past 12 months. The most common problems were screen freezes, and/or the loss of connection.

Over half (57%) said they have experienced unexplained discrepancies, with lower but still significant proportions mentioning unexplained transactions (19%), missing transactions (14%) or double entry of transactions (10%).

A Post Office spokesperson said: “We are focused on supporting the Inquiry to reach its independent conclusions. Hearing directly from former and current postmasters is an important part of this work. We are determined to learn lessons from the past and improve the organisation for our postmasters and the 10 million customers who rely on us each week. The ongoing public inquiry is an important way for us to achieve these aims and we will not be commenting outside of the Inquiry at this time.”