Get support from the Information and Support Service
Source: gov.uk (2025-12-09)

The Information and Support Service can support those who do not have legal representation and are applying to redress schemes relating to the Horizon scandal.

The Information and Support Service (ISS) is there to help unrepresented Post Office redress scheme applicants understand and navigate the redress scheme process.

Who is eligible

You can get support from the ISS if you do not have legal representation and are applying to certain Post Office redress schemes.

You can use the service if you’re applying to the:
- Horizon Shortfall Scheme (HSS) (https://www.onepostoffice.co.uk/scheme)
- Horizon Shortfalls Scheme Appeals (HSSA) (https://www.gov.uk/government/collections/horizon-shortfall-scheme-appeals-hssa-process)
- Horizon Convictions Redress Scheme (HCRS) (https://www.gov.uk/government/collections/horizon-convictions-redress-scheme-hcrs-applicant-information)
You can contact the ISS for support at any time, even if you have already submitted an application.

Those applying to the HSSA and HCRS can access Department for Business and Trade (DBT)-funded legal advice:
- legal advice information for HSSA (https://www.gov.uk/government/publications/horizon-shortfall-scheme-appeals-hssa-tariff-of-reasonable-legal-costs/horizon-shortfall-scheme-appeals-hssa-tariff-of-reasonable-legal-costs)
- legal advice information for HCRS (https://www.gov.uk/government/publications/horizon-convictions-redress-scheme-hcrs-legal-cost-framework)
Who is not eligible

You cannot get support from the ISS if you have legal representation.

You also cannot get support from the ISS if you are applying for redress through the:
- Group Litigation Order (GLO) scheme (https://www.gov.uk/government/publications/compensation-scheme-for-group-litigation-order-case-postmasters)
- Capture Redress Scheme (https://www.gov.uk/government/collections/capture-redress-scheme-applicant-information)
- Post Office Process Review (PPR) (https://corporate.postoffice.co.uk/en/remediation/changes-to-products-policies-and-processes/)
- Suspension Remuneration Review (SRR) (https://corporate.postoffice.co.uk/cy/remediation/change-to-policy-on-remuneration-during-a-period-of-suspension/)
GLO scheme

The ISS is not available to GLO scheme applicants as all GLO scheme applicants have access to DBT-funded legal representation. (https://assets.publishing.service.gov.uk/media/6772afcf2554737c528474de/glo_tariff-of-reasonable-legal-costs.pdf)

Find out more about the GLO scheme (https://www.gov.uk/government/publications/compensation-scheme-for-group-litigation-order-case-postmasters).

Capture Redress Scheme

The ISS is not available to Capture Redress Scheme applicants as all Capture Redress Scheme applicants have access to DBT-funded legal representation (https://www.gov.uk/government/publications/capture-redress-scheme-legal-costs-framework).

Find out more about the Capture Redress Scheme (https://www.gov.uk/government/collections/capture-redress-scheme-applicant-information).

PPR and SRR

The ISS is not available to PPR and SRR applicants because neither are related to the Horizon computer system.

Funded legal support is available on both schemes to help claimants consider an offer made for consequential losses.

Find out more about the Post Office Process Review (PPR) (https://corporate.postoffice.co.uk/en/remediation/changes-to-products-policies-and-processes/).

Find out more about Suspension Renumeration Review (SRR) (https://corporate.postoffice.co.uk/cy/remediation/change-to-policy-on-remuneration-during-a-period-of-suspension/).

What support the ISS can offer

The ISS can support you by:
- explaining the differences between the various schemes and the potential pros and cons of each route
- helping you complete registration or application forms
- helping you understand what documentation and evidence could best support your scheme application
- explaining the types of losses you could claim for and the evidence you could submit for each loss
- clarifying the type of information required for any additional forms and correspondence you receive
What support the ISS cannot offer

The ISS cannot:
- provide any advice, including that which could be considered legal advice
- suggest amounts you should claim
- suggest how much you may be offered for specific losses you experienced
- advise you on which route you should take – for example, whether you should pursue a fixed sum offer or opt to have your case fully assessed
How to access the ISS

Contact the ISS team directly by:
- telephone: xx-xxxx-xxxx
- email: xxx@xxx.xx (mailto:xxx@xxx.xx)
The service is available between 9 am and 5 pm Monday to Friday, excluding bank holidays.

What happens when you contact the ISS

When you contact the service, a call handler will ask you for some initial information about yourself and about what support you need.

If it is your first time contacting the ISS, they will then confirm with either DBT or the Post Office that you are eligible to access the service. It may take them up to 5 working days to confirm your eligibility.

Once this has been confirmed, you will be allocated a support worker. They will get in contact with you and arrange a convenient time to discuss your request for information or support further.

The service will aim for your support worker to remain the same throughout your contact with them.

For information about how personal data is used by DBT and its suppliers, visit the ISS privacy notice (https://www.gov.uk/government/publications/information-and-support-service-privacy-notice).

ISS provider

CPC Project Services (CPC) is delivering the ISS.

CPC delivers projects across a variety of disciplines and has been has working for the public sector for over 35 years. The ISS team is well-versed in managing and communicating public sector policy information.