MyCSP - any way of escalating problems?

chubsta

My situation:
Have effectively 3 pensions - a Classic that was deferred at the end of January 2015, then 1 months Classic when I went back in before being transferred into Alpha.

Retired from CS 31 April, notified MyCSP 6 months before, all paperwork filled in correctly and quickly and returned.
Received quotes - all figures matched mine, chose the option to have 2015 to 2022 in Alpha, chose to commute £1000 from the Alpha into a Lump Sum (good job I did...).
Received paperwork stating all was being progressed and my payment date would be 30th May.
10th May received my £12000 lump sum (from the Alpha) and a payslip a few days later saying my pension would be paid on the 30th but only showed the Alpha part of the pension, which is very much the smaller part.
Contacted MyCSP - all being dealt with, slight delay on the Classic but will get it by the 30th with the Lump Sum coming in before that date.
No changes to the Payslip online so continued to ring them every few days as the month went on - each time told the same thing, it s with the finalisation team but will be paid on the 30th, I was last told this two days ago.
Come this morning - all I got was the Alpha part of the pension, which isn't even enough to cover my basic bills for the next month.

Each time I ring up I am told the same thing - it is with the finalisation team and will be paid.
The calculation for the classic matched my figures completely as it is a very easy calculation - value at deferral x CPI increase 2015 to 2024 x acturial reduction factor, I could work it out in my head in seconds.

But apparently they can't.

When I phone up I am very polite etc as I understand those on the phone are the ones who get all the flack and actually have nothing to do with any payments but I am extremely stressed and at this point have absolutely no idea as to why there is a delay, how long the delay will be, and if I will ever actually get my money.

TLDR: is there any way to escalate and actually speak to someone in MyCSP other than those poor people on the initial phone?

Marcon

chubsta said:

My situation:
Have effectively 3 pensions - a Classic that was deferred at the end of January 2015, then 1 months Classic when I went back in before being transferred into Alpha.

Retired from CS 31 April, notified MyCSP 6 months before, all paperwork filled in correctly and quickly and returned.
Received quotes - all figures matched mine, chose the option to have 2015 to 2022 in Alpha, chose to commute £1000 from the Alpha into a Lump Sum (good job I did...).
Received paperwork stating all was being progressed and my payment date would be 30th May.
10th May received my £12000 lump sum (from the Alpha) and a payslip a few days later saying my pension would be paid on the 30th but only showed the Alpha part of the pension, which is very much the smaller part.
Contacted MyCSP - all being dealt with, slight delay on the Classic but will get it by the 30th with the Lump Sum coming in before that date.
No changes to the Payslip online so continued to ring them every few days as the month went on - each time told the same thing, it s with the finalisation team but will be paid on the 30th, I was last told this two days ago.
Come this morning - all I got was the Alpha part of the pension, which isn't even enough to cover my basic bills for the next month.

Each time I ring up I am told the same thing - it is with the finalisation team and will be paid.
The calculation for the classic matched my figures completely as it is a very easy calculation - value at deferral x CPI increase 2015 to 2024 x acturial reduction factor, I could work it out in my head in seconds.

But apparently they can't.

When I phone up I am very polite etc as I understand those on the phone are the ones who get all the flack and actually have nothing to do with any payments but I am extremely stressed and at this point have absolutely no idea as to why there is a delay, how long the delay will be, and if I will ever actually get my money.

TLDR: is there any way to escalate and actually speak to someone in MyCSP other than those poor people on the initial phone?

Yes. Ring and ask for a copy of the scheme's Internal Dispute Resolution Procedure.

https://www.civilservicepensionscheme.org.uk/about-us/complaints/internal-dispute-resolution-idr/

chubsta

Thanks for the reply, I will look into that but I was hoping for something a little more immediate as I am likely to have starved to death by the time that gets looked at...

kassy64

If its any consolation I was in exactly the same boat as you are 2 years ago. I had 1982-2015 in Classic, came out for 1 month then rejoined Classic until 2017, then on to Alpha. The Classic parts of my pension took way longer than the Alpha part. Yes its worrying but mine came through eventually. I retired end of August 2022 and the Classic parts were paid mid to late September. You weren't in Home Office by any chance were you (BF)?

xylophone

When I phone up I am very polite etc as I understand those on the phone are the ones who get all the flack and actually have nothing to do with any payments but I am extremely stressed and at this point have absolutely no idea as to why there is a delay, how long the delay will be, and if I will ever actually get my money.

TLDR: is there any way to escalate and actually speak to someone in MyCSP other than those poor people on the initial phone?

The standard of administration seems very poor.


https://www.civilserviceworld.com/professions/article/mycsp-pension-payments-delayed-after-mutual-faces-it-problems

https://www.civilserviceworld.com/news/article/capita-regains-management-of-civil-service-pension-scheme

I doubt that you will be able to get a direct line to the "fulfilment" team......

In view of your health problems, it would be as well for the moment to avoid the stress of yet more phone calls?

At least you have the £12,000  LS already received which should cover you for a couple of months?

Leave it for another couple of weeks before contacting them again?

chubsta

Unfortunately the money would have been spent on a holiday if a lifetime and essential home repairs.

i did a million and one calculations before planning my retirement, budgeted do I knew I would be ok etc, and now I am left just hanging.

if someone would at least tell me where the problem lies I would be able to deal with it better but as it stands I am just getting blocked as no one ever tells me what they are doing.

chubsta

kassy64 said:

If it’s any consolation I was in exactly the same boat as you are 2 years ago. I had 1982-2015 in Classic, came out for 1 month then rejoined Classic until 2017, then on to Alpha. The Classic parts of my pension took way longer than the Alpha part. Yes it’s worrying but mine came through eventually. I retired end of August 2022 and the Classic parts were paid mid to late September. You weren't in Home Office by any chance were you (BF)?

Yep, for my sins I was customs, Hmrc, border agency, border force, with a very similar pension to yourself - glad to hear you got yours in the end 

kassy64

chubsta said:

kassy64 said:

If it’s any consolation I was in exactly the same boat as you are 2 years ago. I had 1982-2015 in Classic, came out for 1 month then rejoined Classic until 2017, then on to Alpha. The Classic parts of my pension took way longer than the Alpha part. Yes it’s worrying but mine came through eventually. I retired end of August 2022 and the Classic parts were paid mid to late September. You weren't in Home Office by any chance were you (BF)?

Yep, for my sins I was customs, Hmrc, border agency, border force, with a very similar pension to yourself - glad to hear you got yours in the end 

Yep same here. Where did you work during your career? Ports or airports?

kassy64

chubsta said:

kassy64 said:

If it’s any consolation I was in exactly the same boat as you are 2 years ago. I had 1982-2015 in Classic, came out for 1 month then rejoined Classic until 2017, then on to Alpha. The Classic parts of my pension took way longer than the Alpha part. Yes it’s worrying but mine came through eventually. I retired end of August 2022 and the Classic parts were paid mid to late September. You weren't in Home Office by any chance were you (BF)?

Yep, for my sins I was customs, Hmrc, border agency, border force, with a very similar pension to yourself - glad to hear you got yours in the end 

As i retired 2 years ago, my McLeod ruling pack wont go out to me until next year I believe. I will/should have the option to extend my Classic pension all the way through to 31st March 2022, leaving me Alpha for last 5 months of my career. Having said that my quick calculation shows that there will be minimal difference between the two.

xylophone

I don't think there is the least chance of your not receiving your Classic pension.

https://forums.moneysavingexpert.com/discussion/comment/80789703/#Comment_80789703

Assuming that you still have the substantial savings, could you not continue with your plans pending the arrival of the Classic?

chubsta

Unfortunately, as I went to maximise my income the vast majority is tied up - my income was going to consist of pension + interest on lump sum + money I had saved up prior to retirement which I will take a sum from each month.

rashly I suppose, having been assured by mycsp that all was going to plan and I would be given the pension and lump sum on time, I squirrelled the money away - perhaps not my wisest decision but you live and learn 

so, basically, I am pretty wealthy but can’t get my hands on it!