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

jamesh8

https://forums.moneysavingexpert.com/discussion/comment/81900042#Comment_81900042

My pension became due on 1 December 2025, and I finally received my main lump sum on 11 February. I am still waiting for my monthly payments though, plus my Widows pension lump sum refund.

The website does say that all monthly payments should start by the end of April, plus all arrears.

chuffinnora

https://forums.moneysavingexpert.com/discussion/comment/81908414#Comment_81908414

Based on what others have said, I'd say you are very lucky to get a lump sum in that timeframe.

I actually started receiving a small classic (and lump sum) in May 25, having spent around 6 months and 3 applications prior to that. It involved 2 incorrect quotes and a number of calls. But obviously that was MyCSP times, but it was telling even then how troublesome it could be.

Purplelady65

https://forums.moneysavingexpert.com/discussion/comment/81907438#Comment_81907438

To be waiting 13 months for any sort of payment is shocking. Have you written to your MP about your situation?

Watching_The_Wheels

Progress at last for me. I retired early December 2025 and my lump has just been paid after 3 months, scheduled to be followed by my pension and arrears by the end of April 2026.

I’ve seen dramatic improvement ifrom Capita & co over the last couple of weeks, most recent phone call answered in under a minute and getting prompt responses to messages, even if the latter smack of AI.

AndyQ211

Thank you 'hugheskevi' for your comment, it gives me an excuse to phone again next week to inquire. I will be immensely happy if this is the case. Will give an update next week!

ljayljay - I would suggest that you phone in. Monday when I called I opted for the hardship line & the call was answered quickly. The person I spoke to was able to access all of my information. Which brings me onto the calls answered in 30sec comment.. is this across all lines or perhaps just the hardship line?

I don't know how they operate, I submitted my application Jan 2025, yet this forum has people who applied after me, being paid their pension?

Yes, their service is appalling, but there are at least 2 others in a worse situation. An earlier post here is someone waiting 19 months & on one of the BBC programs a woman with a terminal illness wants her money to build memories with her family! I hope the pension hierarchy are pleased with their ability to cause stress & hardship to so many.

horsewithnoname

https://forums.moneysavingexpert.com/discussion/comment/81908821#Comment_81908821

those who have been waiting since prior to about October 2025 will have some sort of issue with their figures. If your reckonable service on your Annual Benefit Statements was correct, then it is basically down to the backlog and the fact that MyCsp and capita were cheap and so don’t provide a good service. That is being addressed now and if Angela MacDonald is correct, it should be back on track by June for straightforward cases.
As for the cases with issues, I suppose that will depend on how quickly the issues can be resolved.
Until you have received and returned your options form there is no chance of getting your correct pension and lump sum because they don’t know how much that is until they are told what pension/s and what McCloud choice you want, and probably they don’t have your account details to pay to in any case.
It really isn’t good enough, but that is actually what successive governments really think of the civil service, rather than the emails saying how marvellous we are🙄

Imagine if this was MPs pensions. They’d have a fit!

LozDee

I went through the quotation process and submitted my completed form at end-August 2025, expecting to receive my deferred Classic pension and lump sum from October.

Nothing received to-date. I've spent hours in call queues since 1 December, only to be told almost nothing. I can't access the portal - error message says I have to call. I've given up now.

In the time I have been waiting, I have had to move home - something taking the pension was meant to help with long term. I have also had to pay additional interest on borrowing that I had expected to clear in November last year (my own issue but annoying).

I am fortunate that I have a bit of grace with my home move and that I am still working or I'd be on the streets or in debtor's prison...

I'm not sure who has made money out of messing with and contracting out civil service pensions over the years but I am guessing that they are all sitting pretty and enjoying financially carefree lives now, while civil service members/retirees suffer the consequences of and others try to fix the multiple messes created.

ljayljay

https://forums.moneysavingexpert.com/discussion/comment/81908821#Comment_81908821

Thanks….I was going to call today but as the scenario below reflects my position I will give them until 10/4/26 to contact me with my quotation. Although, I am aware that this may mean I get my pension later than the start date.

If you submitted your request for a quote before 1 December 2025, Capita will write to you by 10 April 2026. You will be contacted via the portal, if you are registered, or if not then via your postal address. Capita will check if you are planning to progress, if your circumstances remain unchanged and gather any further information they require to progress your quote.

Whatsit_Allabout

I'll add our experience to this thread, for interest. My wife received a cancer diagnosis this time last year and had to stop work. She applied to receive her deferred civil service pension on ill health grounds and after ~5 months of vetting and consideration, was approved. MyCSP was notified beginning of Nov '25 (we have proof) and she was advised to expect a communication inc. quotation and decision forms within 2-4 weeks i.e. beginning of December.

Then Capita happened. Numerous messages through the portal want unanswered, as did hours on the phone. The good news is that phone calls are now being answered within ~1 minute. The bad news…as of this week Capita say they have knowledge of her ill-health application/entitlement and no info from which to prepare a quote.

I know others are in worse positions, and thankfully we are not desperate for the pension income. But after 18 yrs service and with everything else she is facing, we really could do without the stress and frustration.

johnnyfreedosh

The whole pension management (or lack off) has been a shambles......

As I mentioned in a previous post I retired on 1st Dec finally received lump sum on 6th Jan and pension payments for Dec/Jan on 7th Feb. Start of March I got my Feb pension. Checked HMRC app as pension amounts are way less than expected (as per quote).

HMRC app shows correct gross totals but looks like I've been taxed on the whole amount with no tax free allowance applied. I'm hoping this will be corrected at end of tax year and I will be refunded tax overpaid?

My summary of all this is lack of communication causes stress and anxiety. Capita have been useless and to this day I have had no letters no emails - nothing. It was only by checking HMRC app that I think I have worked out how the pension amounts I have received were calculated.

Sadly they ruined what should have been a happy and celebratory initial retirement. Yes I know I am in a better position than many others who are still waiting on payment and for those I wish only good things to come.......