Guidance

Apply to the Capture Redress Scheme

How to apply for financial redress if you experienced financial losses or other harm as a result of your use of the Capture software.

From:
Department for Business and Trade
Published
29 October 2025

Overview

You may be able to apply for the Capture Redress Scheme if you suffered a financial shortfall as a result of the Capture software. 

The Capture software was installed in some Post Office branches between 1992 and 2000.

What you’ll get

You could get:

  • a fixed preliminary payment of £10,000
  • a final award based on an assessment of your individual circumstances

If you live in the UK, you will not need to pay tax on any payments you get from the scheme. Payments will also not impact any benefits you receive.

DBT strongly encourages you to engage a legal representative to help you with your application.

Certain legal representatives have agreed not to charge applicants for working with them on their Capture Redress Scheme applications. The legal representatives will be paid directly by the government at rates agreed with them, which are set out in the legal costs framework.

Legal representatives under this framework will not charge you any costs, even if you are deemed ineligible for the scheme.

If you want to engage a legal representative that is not on the list, they can also charge the government directly for working with you on your application in accordance with the costs set out in the legal costs framework. Any costs in excess of the legal costs framework will not be covered by the government.

If your legal representative is not under the framework, the government will not pay their fees if you are not eligible for the scheme.

Eligibility

You can apply to the Capture Redress Scheme if:

  • you were a postmaster between 1992 and 2000 
  • you used the Capture software in your branch 
  • you experienced financial shortfalls as a result of using the Capture software

Applicants will only be eligible for redress if the Department for Business and Trade (DBT) is satisfied that they meet each of these criteria.

DBT accepts applications from relatives or other representatives of postmasters who cannot apply themselves (called personal representatives). Find out more about how to apply for someone else as their personal representative.

If you experienced computer related shortfalls after the year 2000, this may have been due to issues with the Horizon system. You may be able to seek redress for these shortfalls through the Horizon Shortfall Scheme (HSS).

Who is not eligible

You cannot apply for the Capture Redress Scheme if:

  • you have a criminal conviction related to Capture
  • you were an assistant postmaster, contractor or other Post Office branch staff

If you have a criminal conviction relating to Capture, and you believe you were wrongly convicted, you can apply to have your case reviewed by:

If your conviction is overturned by the Court of Appeal, there may be appropriate redress available for you to apply for.

If you’re not eligible for the Capture Redress Scheme

You may be eligible for the:

Which schemes you may be eligible for depend on your individual circumstances.

How to apply

Complete an application form to apply to the Capture Redress Scheme.

Send your completed application and supporting documentation to captureredress@businessandtrade.gov.uk

Read the privacy notice to find out how the information you provide will be used.

Only use the link on the official GOV.UK website to fill in the online form. Do not use links from emails, texts or other websites. If you are not sure, go to www.gov.uk and search for the Capture Redress Scheme.

Processing applications in phases

The Capture Redress Scheme is processing applications in phases.

You can submit an application for the first phase from 29 October 2025. DBT will accept 150 applications as part of the first phase.

DBT will update this page and the application form landing page once phase 1 has closed.

Why DBT is processing applications in phases

DBT wants to ensure that the Capture Redress Scheme application process is as fair and accessible as possible. 

They will review any lessons from the first phase before accepting more applications.

Registering your interest between phases

After phase 1 ends, you will not be able to submit an application form.

In the period between phase 1 closing and phase 2 starting, DBT will launch a new, online registration form. It will be shorter and simpler than the full scheme application form. It will ask for basic identifying information about you.

DBT will keep this information on record and use it to contact you once they are ready to accept phase 2 applications.

The link to the new online registration form will be available on this page.

Before you start

To apply, you’ll need to provide your:

If you’re applying for someone else as their personal representative, you’ll need to provide information about the applicant and about you. You’ll also need to provide proof that you have the legal right to make decisions for the applicant or for their estate.

Providing supporting evidence

DBT understands that you may not be able to find supporting evidence for everything in your application. Please provide as much relevant supporting evidence as you can. They may need to contact some applicants to request further information. 

Your impact statement will be carefully considered, particularly where supporting documentation is limited.

Supporting evidence can include:

  • employment history
  • correspondence
  • financial records
  • medical records
  • newspaper articles
  • audit reports

You can request your tax records from HM Revenue & Customs (HMRC). Your tax records can provide evidence of your contract with the Post Office.

DBT will only accept scanned or digital copies. Do not send original documents.

If you need help

If you need the application form in an alternative format or need help completing it, email captureredress@businessandtrade.gov.uk

Proving your identity

You must provide 3 forms of ID documents with your application. They must all be different. They must be scanned or digital copies.

You should provide one form of ID from Group A and 2 forms of ID from Group B.

List of acceptable ID documents

If you are submitting your application with a legal representative, they will verify your identity and current address. They’ll need to give scanned copies of your documents to your caseworker. They’ll also need to complete a legal representative verification statement. If they verify your identity by video call, they must include screenshots of the call with these documents.

If you are submitting your application without a legal representative, you must also provide a completed countersignatory form and one form of ID for the countersignatory, proving their address.

If you do have a legal representative they will confirm your identity and address for you.

Your countersignatory must: 

  • have known you for at least 2 years
  • be able to identify you. They might be a friend, neighbour or colleague (not just someone who knows you professionally)
  • be ‘a person of good standing in their community’ or work in (or be retired from) a recognised profession

Your countersignatory cannot be: 

  • related to you by birth or marriage
  • in a relationship with you
  • someone who lives at the same address as you

After you apply

There are 2 stages to reviewing your application and evidence:

  1. Confirming whether you’re eligible for the scheme (eligibility assessment).
  2. A panel review to ensure each eligible claim is independently assessed.

Both your eligibility for the scheme and your claim will be assessed on the balance of probabilities. This means that your application will be assessed on whether it is more likely than not that:

  • you are eligible for the scheme 
  • you suffered losses caused by a Capture shortfall 

More likely than not means a greater than 50% likelihood.

Contact from caseworkers

A DBT caseworker will contact you (or your legal representative, if you are represented) to confirm receipt of your application and provide you with a unique reference number (URN). Caseworkers may contact you (or your legal representative) after your application has been received to request further information.

The caseworker’s email will always end with ‘@businessandtrade.gov.uk’.

If you are unsure about an email, contact captureredress@businessandtrade.gov.uk to check if it is legitimate.

A caseworker will never ask you to make a payment or to provide personal passwords. Report any requests for this type of information.

Confirming you’re eligible for the scheme (eligibility assessment)

Your eligibility assessment will be based on your application form (including your impact statement) and any other supporting documentation you provide. DBT will also work with the Post Office and other third parties to look for any additional records that may support your application.

Trained caseworkers will review your application to determine if you meet all 3 core eligibility criteria for the Capture Redress Scheme:

  • you were a postmaster between 1992 and 2000 
  • you used the Capture software system in your branch
  • you suffered financial shortfalls as a result of using the Capture software

When assessing your eligibility, caseworkers will review all evidence using the ‘balance of probabilities’ standard. This means they will determine whether it‘s more likely than not that you meet each of the 3 criteria based on the available evidence. 

You’ll receive a preliminary payment of £10,000 once DBT confirms that you’re eligible for the scheme. 

More information follows about how caseworkers will assess your eligibility.

Your postmaster status

Caseworkers will check your postmaster status against available Post Office database records and public records. 

The information in your application about when and where you worked will also be cross-referenced with available records. 

Any documentation you can provide, such as appointment letters or contracts, may support your application.

Use of the Capture software

Caseworkers will review your application and description of the systems you used. 

They will also check Post Office records of system installations and branch technology to verify that your branch used the Capture software. 

They may check training records, system logs or branch classification documents where available.

Caseworkers will closely review your application and any supporting information you provide. They will also look at available Post Office records. 

Your description of shortfalls and their timing will be assessed carefully.

During your eligibility assessment 

If your caseworker considers that you may not be eligible for redress, they may contact you to request further information or documentation.

You will have 2 months to submit any further evidence to support your eligibility.

Your case will then be looked at again to consider any new information you provide.

If you’re not eligible for the Capture Redress Scheme

If DBT determines that you are not eligible for the scheme, you will not receive a preliminary payment. Your application will also not be assessed further. 

If you disagree with DBT’s decision, you can appeal to the panel chair. They are independent of government, and the appeal will be a further independent review of eligibility.

The panel chair can decide that you are eligible or ineligible for the scheme.

Receiving your preliminary payment

If DBT or the panel determines that you are eligible for redress under the scheme, you will receive a preliminary payment of £10,000. 

This fixed amount represents an initial portion of your potential total award if your total award is for more than £10,000. The £10,000 sum is not a separate or additional payment.

For example, if the independent panel awards you a total redress sum of £50,000, you will receive a second, final payment of £40,000. Your preliminary payment of £10,000 plus the final payment of £40,000 will equal your total redress payment of £50,000.

DBT will make the payment directly to a bank account. They’ll ask you for bank account details if they determine that you are eligible for redress under the scheme. 

The request for bank details will always come from an email ending with ‘@businessandtrade.gov.uk’.

Independent panel assessment

If you are eligible for the scheme, your application will go to an independent panel. The panel will review all the available information to decide the total amount of redress you should get. 

The independent panel operates independently of government. 

The panel will be composed of professionals with expertise across relevant disciplines.

Each panel will consist of 3 members, with relevant: 

  • legal expertise 
  • healthcare expertise
  • subject matter expertise

Approach to assessment 

The independent panel will look at each application in a holistic and applicant-focused way. 

They will decide on the balance of probabilities if a claimed loss was incurred and if the cause of that loss was a Capture shortfall. 

Balance of probabilities means a greater than 50% likelihood. 

All available evidence will be considered, including impact statements and any supporting documentation. The panel will assess the strength of each piece of evidence. 

The panel will take into account that it may be difficult for some applicants to provide supporting documentation because of how much time has passed since any shortfalls happened. 

If necessary, they will also be able to ask questions if they need more information or something clarified. You or your legal representative will be contacted by a caseworker if this happens.

What you can get

The panel will use a structured banding model to determine the redress payable for each individual case. They will decide an award that is fair and proportionate.

Your redress award will take into account your: 

  • financial losses (such as a financial shortfall and consequential financial losses) 
  • non-financial impacts (such as emotional distress, reputational damage and psychological effects) 

The banding of your award represents the total amount of redress you will receive.

For example, if you’re awarded Band 2 total redress of £25,000, that’s £10,000 via your preliminary payments and £15,000 via a second, final payment.

If the independent panel awards you a total redress of £10,000, then you will not receive any additional payment.

Banding model for redress awards

Band Award
Band 1 / preliminary payment £10,000
Band 2 £25,000
Band 3 £50,000
Band 4 £75,000
Band 5 £100,000
Band 6 £125,000
Band 7 £150,000
Band 8 £175,000
Band 9 £200,000
Band 10 £225,000
Band 11 £250,000
Band 12 £275,000
Band 13 £300,000

There is scope for the panel to award more than £300,000 in exceptional circumstances.

Accepting your offer

DBT will send you or your legal representative (if you have one) an offer letter. The letter will explain how much redress you have been offered and why. 

Please respond within 2 months from the date of receiving the offer letter.

You must accept the offer in writing, including signing a formal acceptance agreement. This will confirm that you agree to the terms of the redress. Your offer letter will explain exactly how to do this. 

If you have any questions about the offer or need further clarification before accepting, you will have the opportunity to discuss this with your legal representative.

How it is paid

The final payment will be the sum awarded by the panel, minus the £10,000 preliminary payment you already received. 

DBT will make the payment directly to the same bank account as the preliminary payment.

You can change your bank details to a different account for the final payment. But, doing so may delay payment because DBT will need to complete bank account checks via Experian on your new details. 

If you live in the UK, you do not need to pay tax on any payments you get from the scheme. They will not impact any benefits you receive.

How to appeal

You can request a formal appeal if you disagree with the panel’s award.

Appeals must be lodged within 2 months of when you receive the panel’s decision. The deadline may be extended if there are reasonable grounds for delay, such as health issues or other personal circumstances.

Your offer letter will explain how to make an appeal.

You can appeal the independent panel’s decision if you believe that one or more of the following grounds apply:

  • you have new evidence
  • there has been a procedural error in your case
  • there has been a material factual mistake

Appeals will be reviewed by the panel chair. The chair can modify your award amount or uphold the original decision.

They’ll write to you or your legal representative (if you have one) once they have made their decision.

The panel chair’s decision is final.

Fraud and misrepresentation 

As part of your online application, you must sign a declaration that the information you have provided is true and accurate to the best of your knowledge. 

DBT will not make any payments through the Capture Redress Scheme if they have a reasonable belief that you: 

  • knowingly made a false representation 
  • deliberately withheld relevant information 
  • have done either with the intention of receiving a payment to which you are not entitled 

DBT can refer cases of suspected fraud to the police or other relevant authorities. DBT can also seek repayment of redress payments. 

These measures are in place to ensure that redress is provided fairly and only to those who are eligible for the scheme.

Contact details

If you have any questions or want to check the progress of your case, email captureredress@businessandtrade.gov.uk

Please include your URN in the email subject line.

Updates to this page

Published 29 October 2025

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