Trying to transfer out of Capita workplace pension into SIPP - terrible experience

pkg2k

Hi,

I've been trying since early Jan 2025 to transfer out of my old workplace DC pension scheme held with Capita into a SIPP with interactive investor. I've completed all forms requested and sent back, interactive investor have done the same with their responses.

The problems are firstly with their horrendous website which doesn't work 99% of the time in the 'Contact Us' section so its not possible to send over replies/information as its requested. Their backup email address for upload information has been closed down and there is no other way to contact them (they do not allow their 'admin team' to be directly contacted).

Secondly their response times are ridiculous:7-10 working days to respond to anything you send them (and its usually the longest of those), with more information being requested each time that was not asked for before, thus dragging the whole sorry process out further.

It all feels they are doing everything in their power to hold my money and prevent any transfer. I've made a formal complaint, and next steps would be the pensions ombudsman. Wondering if anyone else here has experience the utter misery that transferring out of Capita is, and how you helped to speed it up. Any tips/suggestions on what else I could do as it feels hopeless right now.

Thanks

Phil

dunstonh

You have described normal service when dealing with most of the third party pension administrators.    No doubt the next thing they will do is flag ii as a high risk scheme that allows overseas investments.

However, they are still within the allowed period and perhaps your expectation is the issue.   The pension ombudsman will not rule in your favour at this point in time as you are being premature with that.