Standing strong with postmasters: Key NFSP milestones and achievements

As postmasters or former postmasters, the NFSP continues to stand firmly alongside postmasters, ensuring their voices are heard and their vital role within communities is recognised. In recent years, we have focused on improving remuneration, strengthening working conditions, holding Post Office Ltd (PO) to account on behalf of our members, and driving forward a range of other important initiatives. Here is a summary of some of our key work from 2024 and 2025. 

Operational Excellence 

During the 2019 Remuneration Review, the NFSP recognised that postmasters were not remunerated for all the work they do on behalf of Post Office Ltd (PO). We encouraged PO to look at how postmasters could be remunerated for work that would primarily be classed as back office. The NFSP recognised that there were certain tasks that could reduce PO central costs and looked to work with PO to produce a model that enabled postmasters to share in any savings. 

The NFSP held a meeting with postmasters in January 2024 to discuss back-office payments, and the Operational Excellence Incentive (OEI) was launched by PO in August 2024, giving postmasters the opportunity to boost their total variable remuneration by 5% each month. The scheme has already led to reduced errors across the network and increased average remuneration payments for postmasters.  

Postmasters earned over £7m in the last financial year and this financial year have earned nearly £6m in OEI payments. 

The NFSP is part of the OEI Panel, helping to shape fairer assessments and challenging points deductions where appropriate. 

Horizon Inquiry

For more than three and a half years, the NFSP was actively engaged in the Inquiry. Our commitment was clear: to uncover the truth, support affected postmasters, assistants and PO employees, and contribute to long-overdue accountability.

Postmaster Oversight

Going forward, we are advocating for improved governance of PO via an independent Oversight Committee; improved protection for postmasters against PO acting as judge, jury and executioner via an independent mediation scheme in contractual disputes; and a formal negotiating framework requiring PO to secure postmaster agreement before making changes to remuneration or terms and conditions.

Network Transformation investigation 

The NFSP launched an investigation in February 2024 to support any colleagues who felt they were encouraged by PO to convert under Network Transformation to either a Main or a Local and that decision has been to their detriment. Nearly 390 colleagues have come forward. Postal Minister Gareth Thomas recently announced a review would take place. The NFSP is consulting with Howe + Co Solicitors regarding what evidence we can provide that would enable an inquiry to take place. 

Included within the Network Transformation campaign is those who were classed as Hard to Place. These were colleagues who made the decision prior to December 2015 not to convert to one of the new Main or Local contracts and opted to leave the network with 26 months compensation. When NT closed in 2018, there were some 700 colleagues where no Prospective New Postmaster had come forward to take on the office. We have enabled hundreds to leave with their compensation and continue to campaign for those who through age or health had to close and lost their compensation. Added to this, in February 2023, PO unilaterally changed the conditions of these colleagues’ contracts forcing them out of the network with only 12 months compensation. This is something that government does not wish to add to the scoping of the investigation they promised to carry out, but we will not give up on this group of colleagues.

Evri action 

At this year’s NFSP Annual Conference, postmasters voiced their frustrations with Evri collections. Their concerns were heard, and the NFSP pushed PO to take meaningful action. The NFSP remains committed to ensuring that Evri delivers the standard of service postmasters expect and deserve. 

The NFSP Mails Support Team have provided help to numerous postmasters to ensure they keep hold of this vital service. 

Membership support 

Since 2020, the NFSP has received nearly 6,500 calls. This demonstrates the crucial day-to-day support we provide on all issues, including advocacy cases. 

Mails support 

So far in 2025, the NFSP Mails Support Team has provided hands-on assistance to postmasters through 2,278 calls and visits. 

The team also provides mails segregation support to help branches meet accuracy targets; offers guidance to branches participating in the Amazon Performance Evaluation Programme (PEP) to improve performance and compliance; and address PUDO (Pick-Up and Drop-Off) issues to ensure a smooth and efficient parcel drop-off and collection process throughout the network remains a priority. 

During the Evri Spring Monitoring Programme, the MST supported 176 postmasters who were placed on the warmlist - a cautionary stage indicating potential escalation to the formal Monitoring Watchlist if volumes/sales didn’t improve. Thanks to proactive engagement and tailored support, 117 avoided being placed on the Watchlist.

The Summer programme is still ongoing but YTD, the MST have managed to speak to 80% of members on the Watchlist.

In addition, 76 postmasters that were placed on the Watchlist successfully retained their services following timely intervention from the Mails Support Team.

Meanwhile, on the Amazon PEP list, the MST helped 100 members move from the Red list (at risk of losing Amazon services) to Yellow or Green, and a further 150 members progressed from Yellow to Green. That’s 250 positive shifts - clear evidence of growing confidence and performance across the network.

This demonstrates the Mails Support Team’s continued commitment to postmasters, not only by addressing operational challenges and strengthening compliance, but by actively supporting efforts to improve remuneration and safeguarding essential branch services that communities rely on. 

Since the establishment of the Mails Team, a total of £16.2 million has been paid to Subpostmasters through the Mails Segregation Incentive Scheme.

Retail support 

Since the start of 2024, NFSP retail visits have increased by 128%. This includes pop-in visits to more branches and new in-branch health checks. An expanded Retail Partner Directory was published for members last year, and this year’s Retail Event at the Annual Conference gave members the chance to engage with retail partners as well as PO representatives. 

Government submissions

On behalf of the membership, the NFSP submits evidence to reviews and consultations including, the Spending Review, Business Tenancies Review, Business Rates Review, the Low Pay Commission, the Small Business Strategy, the Ofcom Postal Services Review and more.

The recent Green Paper on the Future of the Post Office is a significant piece of work. The NFSP is working to ensure as many postmasters as possible feed in, so their views help shape the eventual outcome.

These submissions place the postmaster voice in the heart of policy decision-making, ensuring any unintended consequences are highlighted and urging for changes to remove detrimental impacts on the network.

Banking Hubs roundtable

The NFSP recently organised a banking hubs roundtable, to ensure the postmaster perspective was captured. While broadly supportive of the roll out, an overview of the application process is required, to ensure fairness throughout. Changes required were fed back to PO to improve implementation.

External stakeholders

The NFSP maintains regular engagement with key stakeholders across government, regulators, and industry. This ensures postmasters’ experiences and concerns are heard within relevant fields, improves constructive relationships, and strengthens the NFSP’s ability to influence decisions affecting the network.

Regional political events 

The NFSP hosted a successful event at the Senedd in January 2025. This event presented a valuable opportunity for Senedd members to gain insights into postmaster issues specific to Wales and explore how they can provide assistance. The NFSP then began campaigning for a business rates exemption for post office space in Wales. 

The NFSP has invited postmasters to a Drop-In Awareness Day at the Long Gallery, Stormont, Northern Ireland, on Monday 15 September. It will provide a platform for Northern Ireland postmasters to discuss key issues directly with MLAs, MPs, Ministers and representatives from influential bodies such as Consumer Council NI, Land & Property Services, and Retail NI. 

SPJR launch campaign at Holyrood  

The launch of the Scottish Postmasters for Justice & Redress support group at Holyrood in April marked a significant and long-overdue step forward in the fight for justice for postmasters across Scotland who were affected by the Horizon scandal. 

Victims in Scotland felt a strong need for a support group due to the differences in the legal system. The group specifically focuses on the needs of postmasters, their assistants, and Crown office employees of PO. 

The launch drew an impressive turnout and rightly received widespread media attention. NFSP CEO Calum Greenhow helped launch the group with former postmaster Robert Thomson, one of the first victims in Scotland to have his conviction overturned, and Marion Fellows, the former MP and Chair of the All-Party Parliamentary Group on the Post Office. 

MoneyGram 

The NFSP secured a special enhanced rate deal with MoneyGram that runs until the end of 2025. The arrangement ensures equal commission for all postmasters and is a direct business contract between each postmaster and MoneyGram. 

Key correspondence 

The NFSP has monthly meetings with the Department for Business and Trade where we raise issues on behalf of postmasters. 

The NFSP regularly writes to politicians and external stakeholders. This year, letters have been sent to the Postal Minister, Horizon Advisory Board and Sir Wyn Williams regarding the Network Transformation Programme Review. 

We have also lobbied MPs to support rural network subsidies and urged protection for post offices in areas with no banks. 

Technology and equipment upgrades 

The NFSP Negotiating and Engagement Team (NET) has supported several key technology upgrades. New handheld devices have replaced the outdated Ingenico terminals; the NET liaised with PO to prepare and support the rollout of upgraded Paystation devices; and following NET intervention, all branches received a new portable Cisco phone free of charge as part of the copper-to-fibre broadband transition. 

Culture Committee 

The NFSP Network Culture Committee is a cross-functional advisory group that was introduced at the start of the year. It is dedicated to shaping and supporting the NFSP’s organisational culture. Its primary aims are to promote inclusivity, improve communication, and strengthen member engagement, ensuring that the NFSP remains aligned with its core values: Supportive, Knowledgeable, Respectful, Member-focused, and Trusted. The group will offer recommendations to support the NFSP’s long-term cultural goals. 

Advocacy Team 

In 2022, the NFSP set up an advocacy team to ensure PO policies and procedures are followed prior to any contractual issue that could be imposed on a postmaster. Any postmaster who feels we can help should contact us on 01273 452324 or admin@nfsp.org.uk 

Member benefits 

Members have access to NFSP+ which has a range of fantastic money-saving benefits. Members can save on life’s essentials, like weekly shopping and household items, plus much more. Members also have access to Lyons Davidson Solicitors for free legal advice, and Wisdom is a free and exclusive wellbeing app which includes resources, webinars, videos and stress management, plus a free confidential helpline. 

NFSP Relief Scheme 

Managed by HR:4UK, this scheme helps members find emergency cover, allowing postmasters to take time off when needed. More information can be found here: https://nfsp.org.uk/post-office-support/subpostmaster-relief 

DVLA campaign 

The NFSP generated press coverage across the United Kingdom for the DVLA campaign and delivered a petition with 100,000 signatures to 10 Downing Street in November 2023. This helped maintain DVLA services in post offices. 

Annual Conference 

The NFSP holds an Annual Conference and Retail Show. Members have the opportunity to connect with fellow postmasters, PO representatives and NFSP colleagues, while industry experts and senior leaders share their knowledge. 

NBIT concerns 

The NFSP challenged the cost and timing of NBIT and helped to ensure the system was not rolled out. NBIT was cancelled earlier this year, with PO Chief Transformation Officer Andy Nice admitting it was ‘overambitious and flawed from the start’. The focus now is on building a Composable Technology Platform (CTP), an open-standards, cloud-based system that uses off-the-shelf components configured specifically for post office needs. 

Mental Wellbeing collaboration 

The NFSP is part of a Wellbeing Collaboration which meets monthly to ensure ongoing support for postmasters. Wellbeing resources have been produced and highlighted to postmasters in the past year, with the NFSP producing a Wellbeing Toolkit which is available here.  

Mental Health First Aiders

The NFSP now has 11 qualified Mental Health First Aiders, compromising both postmasters and staff, after they completed a two-day Mental Health First Aid course in July.

The course equipped individuals to provide initial support to those experiencing mental health challenges. That might involve checking in with someone or helping them access professional resources. Key skills covered included active listening, reducing stigma, understanding boundaries and encouraging early intervention.

With one in six working-age adults experiencing poor mental health at any time, the NFSP is committed to supporting the wellbeing of its network.

Support is always available through the NFSP. To speak to a Mental Health First Aider, call NFSP Headquarters on 01273 452324 or email admin@nfsp.org.uk

Outreach provision 

In 2023, PO started to impose uncompensated closure notices on some outreach provisions which was brought to the NFSP’s attention. 

PO’s initial comment was that they could contractually change the outreach model in each core office. The NFSP challenged this, and eventually PO backed down and agreed to consultation meetings with the NFSP. 

Following several meetings between PO and the NFSP, PO agreed that there would be a consultation process with each postmaster, and any changes introduced would only be with the agreement of the postmaster, and also that any costs associated with the proposal would be borne by PO. 

SubPostmaster magazine relaunch 

The magazine was relaunched in February 2025 with a new publisher and a 40-page format. Following discussions with postmasters, the magazine now includes marketing advice from fellow postmasters, HR tips, member profiles, regional stories and historic moments. Interviews with senior PO personnel are also produced by the NFSP Joint Members’ Editors who are both postmasters themselves. 

The weekly newsletter was also relaunched at the start of 2025 with a simplified mobile-friendly format, which links directly to full articles on the NFSP website. 

Benevolent Fund 

The NFSP Benevolent Fund is a registered charity with the aim to provide assistance quickly when it is most needed. The Ben Fund has been providing assistance to current or former postmasters and their families in times of need for 80 years. For more information, click here.  

Take That Step campaign 

Through campaigns like Take That Step, we encourage customers to support local post offices by buying postage for parcels and cards in-branch rather than online. Click here for the Take That Step campaign. 

Any postmasters who require help, support or advice from the NFSP can call 01273 452324 or email admin@nfsp.org.uk and someone will be in touch.