MyCSP incompetence

Steve489

I recommend you to send a personal letter to MyCSP's CEO, Nicky Hurst by Royal Mail Signed For delivery. Mark your letter Personal on the envelope and request a reply from her in person with a deadline - see my posts 21 & 23. I've had no problems since doing this. Ms Hurst and her board are responsible for sorting out the mess.

You could also invoke the formal complaints process (IDR) and write to your MP.

MyCSP

Sorry to hear that your husband has been experiencing difficulties in obtaining information about his pension query.

Please could you email me your husband's contact details and National Insurance Number to customerenquiries@mycsp.co.uk and I will look into it for you.

Apologies

highlyflammable

Just to let you all know,I have now received my lump sum.(all be it 3 weeks late).and my first monthly payment...Yippee.(on time)
I would like to thank steve 489 and expatsouth for the information they provided on this site.
To everyone else chasing their pension ,keep at it,Some days i rang them 3 or 4 times.

desthemoaner

Having retired at the beginning of January, I received my retirement pack and options last week. I sent them off by recorded delivery on Friday and will check the RM website for delivery status. I considered sending them by Special Delivery but at £6.30, thought that was a bit OTT. Once delivered I'll give them a couple of days to process the forms then start ringing. If I get no joy, I'll take the above excellent sounding advice and send a recorded delivery letter to the CEO.


Well done to all contributors for a helpful and often amusing thread. Just one question: why does the contributor MyCSP respond to queries by giving the standard email address, when nobody I know who has contacted them by email has ever had a reply?

AgentWD40

desthemoaner wrote: »

, when nobody I know who has contacted them by email has ever had a reply?

That's my experience as well. Not even an acknowledgement.

Monty53

Apopologies because I've only read the first and last pages of this thread but I'm glad to know I'm not alone in the disgraceful service I've received or rather haven't received from MyCSP.

From my first confirming that I would like to start drawing my pension it has been ONE YEAR and still nothing, I won't bore too much with details of endless accumulative hours waiting on the telephone only to be cut off or the endless promises that I will hear "within 10 days" to the latest " we haven't received your documents". .... well Royal Mail says that they were signed for, it beggars belief that such incompetence exists when dealing with someone's pension ... actually who am I kidding, it does!

Bernythedolt

AgentWD40 wrote: »

That's my experience as well. Not even an acknowledgement.

My experience too. E-mails are just ignored, as are letters, recorded or otherwise. They just get attached to your file and no further action is taken until you telephone to chase up. Be prepared to wait typically 20-30 mins to speak to an administrator, who then generally cannot do anything except "escalate with priority" to a different section who will then take several days to move things on a fraction, if at all...

The call centre staff invariably promise a call back from the people who are charged with moving things forward, but this rarely materialises. In short, MyCSP is a complete shambles.

As instructed, back in October I provided them just over three months' notice of my intention to retire after 40 years service. I have had to progress-chase them at every turn, yet it still looks highly likely that they will miss my payment date due next week.

MyCSP's service is appalling and an absolute disgrace. If he had a shred of decency, Francis Maude MP who masterminded this outsourced "mutualisation" fiasco would resign.

I asked the CEO, Nicky Hurst, by recorded delivery letter how I'm supposed to survive after next week with no pension income and what emergency contingency plans were in place to cover this situation.

Needless to say she just ignored this - proving this company's couldn’t-care-less attitude comes right from the top.

Bernythedolt

We are pretty much agreed that MyCSP is not fit for purpose, as per this thread title, but in an attempt to quantify the extent of their incompetence, I have today raised a Freedom of Information request on Cabinet Office.

Since Sept 2014 when MyCSP took over administration, and in respect of lump sum payments (for the time being), I have asked what proportion of claimants have been paid on time and, for those who have been paid late, to tabulate the extent of that lateness, as in how many days late and how many/what proportion affected.

I've also asked what emergency contingency arrangements are in place to cover hardship for pensioners with no income while awaiting their overdue pension.

Now, where's the local food bank and soup kitchen...

MyCSP

We are sorry to hear that you have experienced a delay in receiving a response to your query.

I would like to help you, so please could you send me your contact details, National Insurance number and postcode to customerenquiries@mycsp.co.uk .

Many thanks

uknick

Whilst not a pension payment issue, but one under the Civil Service Injury Benefit Scheme, MyCSP finally made my first payment 6 months after agreeing the award. Mind you, I do feel very lucky with this after I read about pensioners who've been waiting much longer

But, as sadly expected, the amount bears no relation to my earnings at the time of my injury. An amount just appeared in my bank account with no communication detailing the payment.

I wonder how long it will take for them to answer my letter asking for clarification of the payments, bearing in mind they'll be the same questions I asked last year when they told me the award had been agreed and they never bothered to answer.

I won't be holding my breath.