Conclusion 27

Peter Gibson from Fighting With Pride told us that the MoD initially promised victims regular updates during the claim process, but this did not come to fruition, and it also said the MoD launched the scheme without delivering its online case management system, that allows claimants to view the status of their claim and which generates automatic updates.73 The MoD told us it should have done more to manage expectations about the readiness of the scheme at launch and how long it would take claims to be processed. The MoD also explained that it launched the scheme without its online case management system being ready, so it could provide financial recognition payments to high-priority groups as quickly as possible.74 The Home Office also told us that Windrush claimants initially received little information about progress or timescales when the scheme launched, describing the scheme as a ‘black box’.75