A System That Failed the People It Was Built to Serve

The findings from the first volume of the Post Office Horizon IT Inquiry are chilling. At least 13 individuals may have taken their own lives after being wrongfully accused of misconduct based on data generated by the Horizon system—data the inquiry confirms was known to be potentially inaccurate even before its launch.

This deeply flawed software was developed by Fujitsu and deployed across hundreds of Post Office branches. Yet, despite growing internal concerns, the Post Office continued to trust and act on its outputs without proper scrutiny.

A Fiction of Accuracy Maintained for Years

Sir Wyn Williams, chair of the inquiry, notes that the Post Office presented Horizon’s data as unquestionably reliable—even when it was not.

“I am satisfied from the evidence that I have heard that a number of senior, and not so senior, employees of the Post Office knew or, at the very least, should have known that Legacy Horizon was capable of error,” Sir Wyn writes.

He goes on to highlight that, despite this awareness, the institution chose to uphold “the fiction that its data was always accurate” throughout Horizon’s operation.

When referencing the later version of the system, known as Horizon Online, he doesn’t shy away from pointing out the continuity of faults:

“I am satisfied that a number of employees of Fujitsu and the Post Office knew that this was so.”

Mental Anguish, Shattered Families, and Lost Lives

Behind these revelations lies an avalanche of personal tragedy. The inquiry report recounts the stories of hundreds of postmasters and their families, many of whom endured years of shame, anxiety, and financial ruin.

Fifty-nine individuals said they had considered suicide due to the accusations. Ten attempted to take their own lives. Others turned to alcohol or suffered from mental health conditions including depression, anorexia, and PTSD.

“I do not think it is easy to exaggerate the trauma which persons are likely to suffer when they are the subject of criminal investigation, prosecution, conviction and sentence,” the report states.

Even being summoned for questioning was often traumatizing:

“The process of being interviewed under caution by Post Office investigators will have been troubling at best and harrowing at worst.”

Millie Castleton: A Daughter’s Pain, A Family’s Fight

Among the most striking testimonies is that of Millie Castleton, the daughter of one of the first postmasters prosecuted, Lee Castleton.

She describes how her father’s unjust prosecution cast a long shadow over her life, leading to an eating disorder and dropping out of university.

“Even now as I go into my career, I still find it so incredibly hard to trust anyone, even subconsciously. I sabotage myself by not asking for help with anything,” she said.

Her words echo the long-term psychological harm carried by many families who were pulled into the scandal.

“I’m trying hard to break this cycle but I’m 26 and am very conscious that I may never be able to fully commit to natural trust. But my family is still fighting. I’m still fighting, as are many hundreds involved in the Post Office trial.”

Communities Turned Cold: Isolation and Public Shaming

The report notes that many wrongfully accused postmasters became pariahs in their own neighborhoods. They were labeled thieves and frauds, leading to public humiliation, job loss, and even forced relocation.

“Those wrongfully convicted were subject to hostile and abusive behaviour in their local communities, felt shame and embarrassment, with some feeling forced to move,” it notes.

Spouses, children, and elderly parents of the accused were not spared.

“Wives, husbands, children and parents endured very significant suffering in the form of distress, worry and disruption to home life, in employment and education.”

For some, the breakdown was total:

“In the most egregious cases, family members themselves suffered psychiatric illnesses or psychological problems and very significant financial losses… their suffering has been acute.”

Redress, But Not Yet Justice

In response to this widespread harm, the inquiry puts forward 19 urgent recommendations to ensure affected individuals are fairly compensated.

These include:

• A unified definition of “full and fair” compensation

• Consistency across all redress schemes

• Ending adversarial tactics used to minimize payouts

• Compensation for close family members

• Establishing a permanent body to manage future public body errors

• Launching a restorative justice program involving direct dialogue between victims and those responsible

Sir Wyn emphasized the moral imperative behind these measures.

“All of these people are properly to be regarded as victims of wholly unacceptable behaviour perpetrated by a number of individuals employed by and/or associated with the Post Office and Fujitsu… and by the Post Office and Fujitsu as institutions.”

Looking Ahead: Who Will Be Held Accountable?

While this first volume centers on personal impact and redress efforts, the next installment of the inquiry will be more direct. It will examine the conduct of specific individuals—including senior Post Office executives, Fujitsu staff, and government officials—who were in positions to prevent the crisis.

Until then, the public is left with a portrait of systemic failure and quiet suffering. The story of Horizon is not just a story about faulty code. It’s about people—ordinary workers turned into victims of institutional arrogance and denial.

The wounds remain, and so does the fight for truth.