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

iscamaid

I took voluntary redundancy and my last day was 28/11. I bought my pension out with my VES payment and registered in the new Capita site the first week in December. My service history is missing, my middle name is my surname. I tried calling and finally got through on 23/12 after being on line 1 hr 40 minutes. Operators said they could see my pension paperwork and said it would be escalated.  Now tried to get through in the New Year and tried about 40 times to even get into the queue and cannot get anywhere, I press the buttons and the call system doesn't acknowledge the key strokes. I have tried over and over to get past this and cannot crack they system. I am on an excellent FB group - "Civil Service Pensions and Advice" and many are reporting queue lengths of 150+ callers and wait times of 3.5 hours. I am no longer in receipt of pay and have absolutely no idea when my pension will be paid, nor way of checking. To say its frustrating is an understatement. 

xylophone

Have you contacted your MP?

iscamaid

xylophone said:

Have you contacted your MP?

Yes, I have emailed them today. I also plan to escalate a complaint via Cabinet Office. I have been in contact with my department VES team also. Its been an utter shambles from April last year when I started the VES process to now, I cannot even start to say how incompetent and anxiety making this has been. 33 years service and it means absolutely nothing, I am not expecting payment any time soon. 

HijodePlaya

@horsewithnoname

Thanks

I have a paper form, issued by MyCSP, which I have to post to Capita (in the absence of an online equivalent under Capita) by 24 March or I lose my McCloud entitlements.

The only identifier on the form is the MyCSP number, plus I have to write my name. I have been wondering about registering with Capita to get a number but I am worried about skewing my record (assuming that things are still working properly...). As I need my NI number to register with Capita I will write that on the form, plus my address. And then I intend getting a formally certified copy of the completed form, before posting by one of the Royal Mail tracked delivery options, so that there is evidence of delivery in case I hear nothing and Capita deny receiving the form. I wanted to deliver by hand myself but it’s a PO Box number.

FYI I didn’t do anything sooner because I had sudden onset diplopia at the time I received my McCloud letter (and I had no idea I was within scope). The diplopia was linked to a major health scare and for several months I was expecting admission to hospital. I no longer have the scare but the diplopia is still under investigation, though I can at least now read things. I chose to wait until after the transfer to Capita because I didn’t want to risk things going astray during the handover... Not sure if that was a good idea, but at least I know exactly where I am.

Nevertoo99

Hello all
Im new to the group, just wanted to add my experience so far with Capita. I haven’t been able to even register on the new portal, been trying since start of Dec.  Raised several enquiries with them, no response. I rang yesterday, 94 in the queue, held for 2.5 hours then lines closed at 6pm.  Rang today, 74 in the queue, on hold for 4 hours. Yes 4 hours really. Got to number 8, then my call was ‘dropped’. I due to partially retire in March, agreed before the changeover. I emailing my MP tonight.  Any other ideas what I can do?

Golactico

I think it's good advice for those non-urgent cases to hold fire until after the proposed system update in March. The priority has to be the poor people currently trying to access their pension benefits. I say this reluctantly as even though I have 3 years before I draw my pension, I feel that I am entitled to be able to access my records to be reassured that everything is correct. Contacting MPs should definitely be encouraged though, to at least send a message that people aren't happy with how the Govt have chosen to deal with Civil Service pension administration.

pinnks

I agree.  I am in receipt of my pension and have managed to get into the new system, though yesterday it told me my account was locked because I had made too many failed login attempts.  I sat on the phone for ages, having finally navigated the menus and while waiting thought I would try to log in again to at least have the message on the the screen and miraculously my account was no longer locked.  I was then told I was number 99 in the queue, so put the phone down.

When in my account my beneficiary was shown as my wife but when I viewed it, that was just the heading and there are no stored details about her, so that needs to be corrected.  My payslips have no NI number, other than the most recent and my P60s also show £0 net pay as described by others, and the summary box for the P60s shows a summary for 2023/24 for sum reason but is actually pay and tax to date for 2025/26.

I think I need to go back in at some point and log all of the errors for a complaint to my MP as this systems "delivered on time" is nowhere near fit for purpose...

Chappo99

I retired 30 November  2025 was expecting my lump sum on the 1st December.Nothing, have sent 4 emails via the portal not one has been answered.
Left it over the Holiday period and started ringing again Monday 5th January in queue of over 100 get down to lower 40 and get cut off.I have since found out that mobile networks cut the telephone off after 2 hours?
Just before the holiday period i did get through on the phone to be told they will escalate it.
Heard nothing.
So yesterday i got in contact with my local MP and he has got back to me to see what he can do do.

Other people I suggest you do do the same.

slartybartfast69

retired in November 2025 (60), sent all the forms in for my options in July 2025, they contacted me just before my retirement date in November stating a form was missing when i know i sent it as it was the most important one (lump sum option) i was away in the USA and they sent me an e mail which asked me to sign and send the form by return to that e mail, it was 26/11/25 when i returned and of course the e mail no longer worked, since then i managed to register on the new site but the only info is the beneficiary info, sent numerous messages on the portal without any response, its a good job i am not relying on this money to survive, i expect many people are, tried to contact them by phone but normally on hold for an hour or two before being disconnected, disgraceful

Nevertoo99

Bit of an up-date, might help others who unable to even register or just need to speak to Capita. I called at 8am on the dot. Number 8 in the queue, hurray I thought, 2.5 hours later my call was picked up. The call handler could not explain why and just basically said ‘system update in April’. So I decided  to try set up using my work email - which the Capita website tells you not to use.  So good news is that I have now registered but like others, info is missing or incorrect. I have been assured quotes for my partial retirement will be issued on time, by post.  It is appalling that people not received pensions/lump sums payments but even worse the way Capita have dealt with the aftermath.