Horizon Shortfall Scheme and Appeals Process

The Horizon Shortfall Scheme (HSS) is intended to provide redress to sub-postmasters who suffered financial losses due to Horizon system errors but were not criminally convicted or part of the 2019 Group Litigation Order. The Horizon Shortfall Scheme Appeals process (HSSA) was set up in 2025 to allow HSS claimants an opportunity to have their claims reassessed via an appeals process that is independent of Post Office.

This research seeks to understand your experience with the scheme, from the initial application process to the final settlement (and appeals process if applicable). This includes better understanding the application process (and appeals process), the timeliness of decisions, and the fairness of the settlement offered. Your insights will help us evaluate the scheme’s effectiveness and identify areas for improvement.

This research is due to start in December 2025