New Capita-run Civil Service Pension Scheme - problems (what a surprise!)

Bture

I am a deferred civil service pensioner and took my pension in Nov 25 -it took me 6 months of weekly phone calls all over 45minutes on hold each time-to actually get it sorted -they had lost over ten years of the pension-fortunately I had kept all my paperwork from the year 2000 !
I thought my problems were over but now the new take over company have registered me as having 2 civil service pensions and my tax allowance has plummeted and again I am having to ring up every week to get that sorted and obviously my payments have dropped.
Throughout the whole time emails were never answered- I had no idea they had been taken over as no correspondence until the tax code change.
The whole experience has been absolutely draining and continues to be …..they  are and  continue to be an absolute shambles 

JoJo8888

Is anyone else having problems with how their payslips are displayed.  They are not formatted correctly and have lost some of the detail.  Despite raising 4 questions via the website and trying to call them, I have not nowhere. My job is as an IT PM and we would have fixed this as part of the testing.

xylophone

Have any of the  (rightfully) aggrieved pensioners drawn this shambles to the attention of their MPs?

m_c_s

A lot depends on what the cabinet office has agreed with Capita in terms of handover targets and milestones. I suspect it will be a weak agreement and this will all be put down to early teething problems.
I have heard that Capita have stated they will be rolling out a new software update and major website changes in March or April. Whether that helps time will tell but if the current contract that Capita has is anything like the MyCSP one then there are contractual penalties and indeed if individuals who can show that they have been financially impacted by an administrative error or a delayed payment they can claim compensation from Capita. It was not easy under MyCSP but I would expect that a similar process has been put in place under Capita administration.
My advice is to keep records of all your benefit statements, telephone calls and emails with Capita (and MyCSP previously). Call them and get updates every 2 weeks and insist on what they call "case escalation". With the MyCSP contract they had to prioritise a claim and make payment within 5 working days. 
Good luck and hope you get your issues resolved.

Taylor2000

Capita tells civil servants to wait for chatbots to fix pension portal woes

Outsourcer promises customers a service with 'AI at its core.' They just want a website that works

https://www.theregister.com/2026/01/05/capita_pension_portal_chatbots/

feynman33

I thought the new site was goint to be ok... Succesfully signed up early December, displayed the correct service length... Now i can't even log in, 'account locked, maximum number of attempts etc'. I won't waste my time contacting support for now 'shrug'.

SirMuttley

Signed and agreed my pension quote (tallied with my calculations). Come to payment, both my pension and lump sum have been underpaid. Phone calls and incidents raised over past 2.5 months. Nothing.

 Thought I’d use the portal. Registered and after logging in again, now locked out. More incidents raised.

i guess reading this thread I should be thankful I’ve got some of my pension. 🤷‍♂️

HijodePlaya

Hope this is not a silly question, but a question for any existing pensioner who has registered with Capita, is your pension reference the same as it was with MyCSP, or is it new?

Thanks

horsewithnoname

HijodePlaya said:

Hope this is not a silly question, but a question for any existing pensioner who has registered with Capita, is your pension reference the same as it was with MyCSP, or is it new?

Thanks

No, you will have a new number. 

Just a suggestion, but people who have no urgent need to register or contact capita might want to leave it a while and let the people who really do need to get their pensions sorted a better chance to be able to do so. 

NormalNorman

horsewithnoname said:

HijodePlaya said:

Hope this is not a silly question, but a question for any existing pensioner who has registered with Capita, is your pension reference the same as it was with MyCSP, or is it new?

Thanks

No, you will have a new number. 

Just a suggestion, but people who have no urgent need to register or contact capita might want to leave it a while and let the people who really do need to get their pensions sorted a better chance to be able to do so. 

Fingers crossed all the issues are sorted when I claim in three odd years, cheers!