Problems with MyCSP

brooksby

Good afternoon, I was just wondering whether anyone had experienced problems trying to get an accurate pension quotation from MyCSP?  I have a deferred pension in nuvos and have decided to take it a year early.  My first quote was for around £3K a year less than it should have been!  My pension includes both earned pension from employment in the Civil Service and a transfer in of benefits from previous LGPS service.  On looking at the figures, it seemed obvious that they had completely ignored the Civil Service component and had only quoted me for the transferred-in element, so I wrote back to them accordingly.  Weeks passed with no response (I need the pension to start in payment end March, having applied in October 21) and I decided to make a complaint via their internal procedure.  Earlier this week I received a requote which does include the earned service component, but which is again wrong - out by about £500 a year this time so we are at least getting closer!  When I applied for the pension, I provided them with my statement of leaving benefits from 2011 (which I know to be correct) so all they had to do was to add on the cost of living increase for each year and deduct the actuarial reduction, so I can't really understand why they keep getting it wrong.  I have written to the individual who produced the quote and to the complaints manager, pointing out that the second quote is also inaccurate so we'll see what happens.  There now seems no chance of the pension being in payment end March, which is very distressing.

I would be interested to know if anyone else has had similar problems, and if so, how they were resolved - eg internal complaint, Pensions Ombudsman, getting MP or the press involved, letter to the CEO.  I have told them that if they haven't resolved the matter by 25th March I will be taking it up with the Ombudsman, but it would be helpful to know what others have done.

Many thanks.

xylophone

Not much has changed......?

https://www.theguardian.com/public-leaders-network/2015/jun/03/retired-civil-servants-waiting-months-pensions-mycsp

https://forums.moneysavingexpert.com/discussion/comment/68496523/#Comment_68496523

But this year it's "legacy covid issues"?

sammyjammy

I can't help but its pretty much par for the course with MYCSP, its appalling that something so important can be mismanaged so badly.

Hope you get it sorted.  I wonder how many are being paid the incorrect pension but have no idea!

Frugalfaffing

Chase up on your complaint & ask for a breakdown of the calculation. You would need to go through their complaints procedure & IDRP (internal dispute resolution procedure) before the ombudsman would take it on (& they have a backlog ) 

OldBeanz

My issues with MyCSP have gone through their complaints process twice. Both were resolved in my favour. Can only offer moral support.
They are useless.
On second thoughts get the paperwork back to them and get some money then continue harassing them.

brooksby

Thank you for your comments and for the moral support.  I think we are agreed that MyCSP are hopeless!  Prior to the current fiasco, I had four previous dealings with them: I requested an updated statement of benefits on three separate occasions, all of which took months to arrive and were incorrect, and a simple change of address, which they also managed to get wrong!

Fortunately, I have kept my own records so have ammunition with which to challenge them,  but I suspect many people will take their word for it and, as sammyjammy points out, will not be receiving their correct pension.

I will post an update once the matter has been resolved, in the hope that this might be of help to others in a similar position.

Golactico

Good luck brooksby - it certainly pays to keep your own records. MyCSP once forgot about 14 years of service in a statement that they sent me. As a lifelong Civil Servant, I know that there are many colleagues who simply aren't engaged with their pension - it is bewildering with all the various schemes and then the McCloud judgement thrown in to confuse the issue further. I would hazard a guess that there are significant numbers of Civil Servants out there who have the wrong pension info held, yet don't know it.

zaax

with me they forgot to send the CSP16 to my manager, and with a colleague they just lost the request forms 

marlot

myCSP are working in a very complex environment for some long-term civil servants.

A colleague had worked for several agencies which closed years ago, and nobody knows what happened to their payroll records.  She has been diligent in keeping track of them all, retaining old payslips etc.  But I can imagine it taking several years to gather information for some retirees.

I'd have lots of sympathy if only they got the basics right.

sammyjammy

Hope link works, probably won't help but an opportunity to have your say on the MY CSP service!

2021-22 Member Engagement Survey (smartsurvey.co.uk)

Thrugelmir

marlot said:

A colleague had worked for several agencies which closed years ago, and nobody knows what happened to their payroll records.  She has been diligent in keeping track of them all, retaining old payslips etc.  But I can imagine it taking several years to gather information for some retirees.

Payroll records will have been destroyed. Only required to be held for 6 years.