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

ClashCityRocker1

Suba said:

People keep saying on here that they can see there reckonable years u can’t see any of that. What page is it on? I’m waiting for my partial retirement quote. I doubt if I’ll get it in time. I just can’t see anything about my pension at all.

They removed my service years - it was there for a bit but long since vanished

What__A_Shower

Very little showing on mine. Even my death benefit nomination appears one day and then it's gone the next. Definitely no length of service record anywhere to be found. 
Next to useless. 

Amber_Bamber

Hi all, I am due to receive my pension in April, so I am reading the forum with interest.
I suspect a large number of the forum already know, but just in case you do not, I thought I would share the link to the Public and Commercial Services Union (PCS). This the largest trade union in the civil service, and they are aware of the situation with Capita and have a couple of news items on the 8th and 9th of January. The last one has requested a response by close of business today on a range of question that you can read.
However, as I am a newbie, I cannot post a link. So just type PCS union in google.

xylophone

Link.

https://www.pcs.org.uk/news-events/news/pcs-demands-urgent-action-pensions

9 January 2026

PCS demands urgent action on Pensions

PCS has written to the Cabinet Office to demand urgent and effective action to restore acceptable levels of service.

PCS's letter to the Cabinet Office demands urgent and effective action to restore acceptable levels of service in the administration of the Civil Service Pension Scheme. Since the transition to Capita, which saw Capita inherit a backlog of around 90,000 cases from the previous contractor MyCSP/Equiniti, many newly retired members have had payment of lump sums and first payments of pension delayed.

PCS general secretary, Fran Heathcote, has set out the urgent steps PCS wants to see in order that scheme members can have confidence that the crisis is being dealt with effectively. PCS is calling for:

• Urgent clarification on resourcing
• A firm timeline for clearing the backlog and restarting work on the McCloud Remedy
• Confirmation that Capita will prioritise work to release delayed payments
• The development of a proactive compensation scheme for protracted delays.

Requesting a response by close of business on Friday 16 January, PCS has made clear that we are receiving an unprecedented number of enquiries from members and that our parliamentary group of MPs is similarly reporting a very high volume of contact from constituents.

To secure the pension benefits to which members are legally entitled we will consider all legal options which might be available to us - both on an individual and collective basis.

madasabox61

Having read peoples
problems I’m having none in comparison. Sent
papers off, thought on it now. Tried to call got through 24th queue result shouldn’t be too long. 4 hours later I get an answer. Can’t see anything sorry blah blah blah Royal Mail tracking ref can’t see anything after 12 December. Call Royal Mail they are as bad just shorter wait. I’m really not sure what to do no one seems to GAS

Yorkie1

The letter to the Cabinet Office, referred to by PCS, was signed by a lot of the civil service unions:

FDA calls for rapid improvement following “unacceptable” pension administrator performance - FDA

horsewithnoname

westv said:

horsewithnoname said:

What__A_Shower said:

Morning everyone, newbie here! Just thought I would add my experience with civil service pensions and capita.
30 years working for the civil service and last September I started the ball rolling for a glorious retirement which was planned for January this year. Everything was going fine, had my quote, options and application paperwork completed and returned by end of October 2025... Then Capita took over. 
Now I am officially retired but sadly it's not very glorious and I have no pension or lump sum to enjoy. I have contacted capita on several occasions, the latest being yesterday 87 in line and a wait of 4 hours and 46 minutes which resulted in a 3 minute chat with a very fed up customer advisor. The result being the same as the previous calls in that my paperwork was visible on the system and my case was apparently with the finalisation team(whatever that means) and no further info or timeline was available. 
My thought is to allow a couple of weeks and then try again. If this gets me nowhere then I will look at submitting a complaint and perhaps contacting my local MP. 
Any advice from forum members would be very welcome. Sorry for rambling on, just feel like I am at the mercy of Capita with little alternative but to wait for them to sort things out. Hopefully not too long as I am now on zero income! 

People where I work have been contacting their MPs, the cabinet office, the pension ombudsman, if you are still in your union or retirement group, try them. 

Fact is that successive iterations of the Covil Service’s employers loathe civil servants and have made the public do so too. (Hope the truth isn’t too political 🙄) so there isn’t very much any of us can do. 

What about the King? Aren't civil servants supposed to be employed by him to do his Government's business?
Seriously though, the cynic in me says that all you'll get from MPs and the cabinet office is platitudes

Technically. And actually writing to the monarch en masse might not be a bad idea. 

Yeah, the MPs are of course outraged but basically most don’t actually give a toss. They are quite happy for people to be left with no income or anything to fall back on. 

If they did care, they’d not have given it back to capita in the first place. 

Disdosh

I notified mycsp April 25 of my retirement date, 12th Sept 25. Sent my signed documents back in June. Nothing received as yet, only my state pension, My MP has taken my case. Will update as soon as i hear. Portal useless, hrs on phone to be told its with the 'finalisation' team?

xylophone

https://www.cspa.co.uk/news/cspa-handles-members-complaints-about-contacting-capita/

CSPA has established contacts with the senior Capita team and are seeking a follow up meeting to go through member’s concerns.

We have also raised the concerns with the Deputy Director of Pensions at the Cabinet Office who have responsibility for service delivery of pensions and the management of the contract with Capita.

CSPA General Secretary Sally Tsoukaris  and Pensions Manager David Luxton have a meeting scheduled with the Cabinet Office pensions team next week, on 20 January, and will report back following that meeting.  

Amber_Bamber

I am not a member of the CSPA but with all these issue, I am considering joining. Any views from the forum?