MyCSP incompetence

MyCSP

We are sorry to hear that some members have experienced problems trying to contact MyCSP or delays in resolving their queries.

If you have an outstanding query with which you need assistance, please email your details to customerenquiries@mycsp.co.uk, including your National Insurance Number, as this will enable us to priortise and resolve your case as quickly as possible.

GibbsRule_No3

MyCSP wrote: »

We are sorry to hear that some members have experienced problems trying to contact MyCSP or delays in resolving their queries.

If you have an outstanding query with which you need assistance, please email your details to customerenquiries@mycsp.co.uk, including your National Insurance Number, as this will enable us to priortise and resolve your case as quickly as possible.

You really think contacting you this way will make any difference from the ways we have been contacting your company? I don't believe you any more than the word "escalate" has any effect on sorting our complaints. Prioritise is also probably missing from the MyCSP dictionary. Quickly as possible means longer than six months :rotfl:

desthemoaner

I've been following this, and other threads about MyCSP with great interest.

I'm due to retire in January, with a small pension after just a handful of years with the civil service. Fortunately, I'll be receiving that money in addition to a larger, existing pension from another source rather than it being my sole income.

Alarm bells started to ring when, back in September, I enquired about a pension forecast, and was told that the timescale for receiving such a forecast was 15 working days. Having received nothing I rang back after 20 working days and was told that the timescale for a forecast had now been extended to 3 months.

Previous to the transfer of pension administration we received annual pension statements, which did at least mean that you could do the sums and plan for your retirement. This service is now no longer available.

Colleagues of mine who are due their full pensions this month are still awaiting their retirement packs, and although my pension will be pretty small in comparison and not crucial to my financial security, I still feel a sense of impending disappointment, knowing that the plans I made for spending the money will almost certainly have to go on hold for a period as yet unknown.

I called MyCSP this week for an update, was told that my employer had passed my retirement request to them but that nothing had as yet been actioned, just days before my retirement date.

Judging by the posts above, it seems that I might also be about to do battle with MyCSP. I can only hope not.

AgentWD40

No forms again today. I must have such a vindictive postie to destroy all three sets of forms 'sent' by MyCSP, while every other bit of post is delivered on time.

On the phone now to 'Holly' who wants to 'send' another set of forms out. I declined the offer so she has suggested emailing the forms to me. I have agreed. I wonder if my ISP will lose the email....

Even if I receive the forms by email, I will still have to revert to paper in future correspondence and I have no confidence now in MyCSP's mail handling abilities.

EDIT : I have received the email. Things are looking up.

Obviously I shall have to return the completed forms with signed for delivery. The trouble is, they then have to write back to me and their mail system is obviously broken.

MyCSP wrote: »

We are sorry to hear that some members have experienced problems trying to contact MyCSP or delays in resolving their queries.

MyCSP, answer me this. When I return these forms with the necessary supporting documents,

1) When will I receive my supporting documents back?
2) In what timescale should I hear from you in respect of the content of the forms.

Dunnit

While I can understand everyone's frustration (I am likely to be going down this road in the next year), they have given you an email address and you will then have an audit trail. Let us know what level of compensation they are offering for your inconvenience and lack of investment opportunity.

despair

Since the Government continue to assume all savings earn 10% interest ( do not begin to ask me where from ) then I would expect all delayed Civil Service pension payments to include 10% loss of uses /compensation

uknick

despair wrote: »

Since the Government continue to assume all savings earn 10% interest ( do not begin to ask me where from ) then I would expect all delayed Civil Service pension payments to include 10% loss of uses /compensation

I like your sense of humour

GibbsRule_No3

Well two really. I managed to get someone to answer the phone at MyCSP this afternoon and it only took ten minutes. Nice man took details and said it had been sent to the payments office, sorry no one had called me back but they have more than 48 hours but someone had to call by COP Friday. So I gave them two phone numbers this time, work and home. Knock me down with a feather someone did actually call this evening. I might, big might, not counting chickens or even turkeys at this time of year, be getting somewhere at last. Watch this space.

frustratedtoo_2

I feel the pain of the contributors to this thread.

My wife has been in the Civil Service for 34 years. Her pension has been OK until the beginning of this year when she discovered that MyCSP had changed her pensionable service from 34 years to just 9 years. On the face of it, a simple administration error which she thought would be easily corrected - after all, there should be no dispute about her employment. How wrong she was. It has been a stressful year of having to deal with incompetence and neglect. I don't think I need to go into detail as our experience is similar to others who have already posted. My wife decided to apply for partial retirement and gave 3 months notice. She heard nothing. She has been partially retired for several weeks and has still heard nothing - emails are ignored and phone calls are simply dealt with by recording details of the call. MyCSP have ignored 2 emails from her MP and haven't even acknowledged him. They refused to speak with him on the phone despite her giving them her consent for him to act for her. She could go down the IDR route, but she feels that the procedure will run it's course and she will have to go to the Ombudsman, but having researched this it appears that this may take over 4 months - at least. The union can't help and senior managers seem impotent. We can't see any resolution to this.
Has anybody considered going to - or actually consulted - a solicitor, or would we have to follow the lengthy complaints procedure first.

Dunnit

Complaints procedure first. Get it done today.