MyCSP incompetence

atush

Look forwards to your compensation.

As you wont get anyone who can change things to look at this here?

IhateMYCSP

I understand your point atush. I was initially posting here to see if anyone else had similar experiences and could give advice on how best to get something moving with MyCSP. I'd still be particularly interested to see if anyone had any experience going through the IDR procedure.

Additionally, I think people need to be aware at how bad the service is. MyCSP look after pensions for 1.5 million members. That they could get something so simple, so wrong, must be concerning - it certainly would be for me if they were looking after my pension arrangements. As I'm sure you'd agree, I would urge everyone to perform their own calculations as mistakes happen.

Incidentally, I did actually receive the callback and a voicemail message. It appears the refund has now been processed and I should except payment in a few days (awesome!). No mention, however, of changing the refund amount so it's correct or a response to my formal complaint.

GibbsRule_No3

Did you finally get your money? I am still phoning about mine, I even sent them my letter from 1995 when we ceased to be Civil Servants and became a subsidiary, in the hope that the details on it would help them find my details. Still get told they have no records at the start of every call, My NI number does not come up, I then give my name and DOB and they get the records of my enquiry. Again I get told it is being escalated. Fed up much, Moi? Bear in mind I have had one job since I started work in 1971 and I have lived at my address since 1972. Yet they cannot find my info, heaven help people who move jobs and addresses. Three months now.

IhateMYCSP

Hi Gibbs, I did! It seems an unhappy post on Twitter (which I removed about 20 minutes after posting as it wasn't nice) was enough to get a senior manager involved. I'm not sure how much that actually sped things up, but it did give me a direct number and email to contact rather than the helpline.

I also got a response to my formal complaint where they completely ignored half of the issues and blamed the rest on my payroll/ HR team. I'm still waiting to hear if they are going to offer any sort of compensation.

Really hope you get sorted soon.

xylophone

Did you finally get your money? I am still phoning about mine, I even sent them my letter from 1995 when we ceased to be Civil Servants and became a subsidiary, in the hope that the details on it would help them find my details. Still get told they have no records at the start of every call, My NI number does not come up, I then give my name and DOB and they get the records of my enquiry. Again I get told it is being escalated. Fed up much, Moi? Bear in mind I have had one job since I started work in 1971 and I have lived at my address since 1972. Yet they cannot find my info, heaven help people who move jobs and addresses. Three months now.

Set out all the information you have about your pension in writing.


Make a list of your queries and the dates of the relevant telephone calls.

Make it clear that your letter is a formal complaint.

http://resources.civilservice.gov.uk/wp-content/uploads/2013/12/IDR1.pdf

http://www.mycsp.co.uk/about-us/our-customer-promise.aspx

http://www.mycsp.co.uk/members/services-for-members.aspx

GibbsRule_No3

Having seen the new thread about people now not getting even their monthly pension since MyCSP took over in September, I'm beginning to think myself lucky :eek: Phone-call tomorrow as the ten days they had to reply has gone.

xxVickixx_2

I was asked in May 2014 about what I wanted to do with my Pension as I would not be employed for 2 years so I could transfer it or refund. I stated refund and sent it back. I left the Civil Service at the end of June 2014 and I'm still waiting for it to be processed.

They have all my information, but believe it or not, today they stated that a new system has been put in place since they took over, and guess what? They can't get the system to process my information.

I have been told repeatedly that it's to be refunded at a certain date then nothing, with the latest being told that it was to be processed on 6th October then paid today, hence my call to them when I hadn't been paid it.

MyCSP are so utterly useless, they can't even use the systems properly.

fareham

I will have an e-petition hopefully in a week asking the department of works and pensions give the pension control back to CAPITA. It took 5 mins for my pension quote from CAPITA. A month on mycsp have still not provided me with a form to sign for my pension release. Its due on 13th December.......

SomeUser wrote: »

Glad you managed to get some good advice from them, even if they can't help you at this stage.

Did MyCSP phone you back?

hugheskevi

I will have an e-petition hopefully in a week asking the department of works and pensions give the pension control back to CAPITA.

Cabinet Office have responsibility for Civil Service pension arrangements, not the Department for Work and Pensions.

Steve489

I had various outstanding issues which MyCSP were not actioning. I sent a letter of complaint to MyCSP's CEO N Hurst giving her a deadline of 1 week to sort out the problems, otherwise a formal Stage 1 IDR complaint would be issued with right of appeal to the Pension Ombudsman. I'm pleased to report all issues were sorted out promptly within the week. Complaining directly to MyCSP's CEO is something you may wish to consider.