MyCSP

PompeyPete

I've read several threads on this forum containing mention of MyCSP. Here's my ongoing experience with them.

Background.

I left the Civil Service (aged 49) at the end of 2003, with a deferred pension and gratuity. I received a letter from my employer (Foreign & Commonwealth Office (FCO)) shortly after I left, informing me that in order for my pension payments to start on time (age 60 on 30 January 2014) I should contact Capita Hartshead [who pay the benefits] two months prior to my 60th birthday.

Two months prior to my 60th birthday.

At the beginning of December 2013 I phoned Capita Hartshead. I was informed by them that they had no record of me, and that I should phone MyCSP in Liverpool.

Contacts with MyCSP.

- Phoned MyCSP on 7 December, and told them I had been referred to them by Capita Hartshead. MyCSP had no record of me either, and they needed to get all my employment information from the FCO. During that initial call to MyCSP I had to provide lots of relevant information. The lady I spoke to said that it normally takes 6 to 8 weeks to receive the information they need from employers. I was given a case reference number.

- 17 January 2014, I phoned MyCSP. They told me that they had e-mailed the FCO on 2 January requesting information. No reply had been received, and was reminded that it could take 6 to 8 weeks.

- 17 February, I e-mailed MyCSP. But never received a reply.

- 25 February, I phoned MyCSP. I was told they'd received some information from the FCO, but they needed more.

- I was abroad between mid-March and 24 April. Surely I'd have a letter waiting for me on my return! When I returned home, there was no letter, no nothing!

- 25 April, I phoned MyCSP. They were still waiting for the FCO to supply the information. I wasn't happy. I got told that these things take time, but my case would be refered further up the line, and that I'd receive a phone-call within 48 Hours

- 27 April (A Sunday!!), I got a phone call from someone a bit further up the line at MyCSP. I was told they would my case had been 'accelerated'.

- 12 May, I got a phone call from MyCSP. They had received more information from the FCO, but it still wasn't enough, and the FCO had been sent an e-mail by MyCSP.

- 10 June, I phone MyCSP. I was told that the e-mail of 12 May hadn't been answered by the FCO. A hastening e-mail was sent to the FCO on 29 May, again no reply. The next review by MyCSP was to be 12 June. I kept my cool, and asked that someone a bit further up the line could give me a ring.

- 11 June, someone a bit further up the line at MyCSP rang, and told me they'd sent the FCO another e-mail!

Even when MyCSP receive all the information that won't be the end. They have to calculate my benefits, send me all sorts of paperwork to complete. And when that's all sorted out, I'll be put in the hands of Capita Hartshead

We'll get there in the end!

Dunnit

Ah the wonderful machinations of the CS. Did you expect anything else? Like most things in this country if it works then it works reasonably well. You should have used the FOI Act to help kick start the process. Fingers crossed .

xylophone

I've read several threads on this forum containing mention of MyCSP

Like this https://forums.moneysavingexpert.com/discussion/comment/65667716#Comment_65667716

This is truly shocking - I hope that you will be making a formal complaint.

http://www.pensionsadvisoryservice.org.uk/about-us/tpas-and-the-pensions-ombudsman

xylophone

Incidentally, have you tried a letter/surgery visit to your MP?

xylophone

http://csp.hartlinkonline.co.uk/

Another thought - did you ever try to register for access?

PompeyPete

Thanks.

I'm fairly relaxed about it, and will probably just let it run to a conclusion.

Then I'll put it all together, and let one or two people know what I think.

As for this thread, I just thought I'd start it and add my tuppenceworth.

It is shocking though. You'd have thought that MyCSP and all the Civil Service departments they deal with would be linked by internal Intranet, and have access at the right level for all the information they needed to perform properly.

It seems they only deal with each other by e-mail, and by the look of it that 'faceless' way of interacting doesn't work very well.

Lyncroft

Well it is the FCO they're dealing with. I'm still there and it's a right shambles!

atush

Yes well.....it doesn't do to sweat does it?

Annie1960

So, were you in the Classic scheme? And does the fact they are late paying mean that they will pay you more (as you are older when it starts) or will they backdate it? You need to make sure you are not out-of-pocket because of their mistake.

I agree it is very annoying, but ultimately with MyCSP you can be reasonably confident that they will actually pay you!

marlot

I've found mycsp to be pretty useless. Everything seems to take 2-3 weeks to be actioned from them receiving the information.

In the end, I had to make a formal complaint, which seemed to get results. I still had to phone every week or two to get status reports though - they seem totally incapable of focusing on their customers.

PompeyPete

Annie1960 wrote: »

So, were you in the Classic scheme? And does the fact they are late paying mean that they will pay you more (as you are older when it starts) or will they backdate it? You need to make sure you are not out-of-pocket because of their mistake.

Classic.

As I mentioned in my first posting, I contacted Capita and MyCSP 2 months before my benefits were due. When it's all sorted out I won't accept anything less than my entitlement from the due entitlement date, plus arrears.