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

ali_bear

Some of what people are saying here seems to indicate that Crapita are busy sorting out the back-office system while the portal/website is lagging behind. Personally I think this is the right order in which to be tackling the problems.

What__A_Shower

Hopefully helpful for those waiting for their pension quote/application pack!

My wife originally requested her quote and application pack back in September 2025 with a retirement date of 18/03/2026....plenty of notice we thought!

She eventually received the quote and application pack today (14/04/2026) almost a month after she retired from the civil service.

There is a section which require her to put in some figures relating to a small NHS pension she started receiving in March. It asks for LSA amount and Lsdba?

LSA we understand but can anyone shed any light on LSDBA and what figure we should be putting in this box?

xylophone

https://www.nhsbsa.nhs.uk/member-hub/lump-sum-allowances-6-april-2024

Lump sum and death benefit allowance (LSDBA)

A relevant lump sum payable from the NHS Pension Scheme for the lump sum and death benefit allowance is a: 

• pension commencement lump sum, also called a retirement lump sum
• serious ill health lump sum
• defined benefit lump sum death benefit, also called a lump sum on death

The payment of NHS Pension Scheme benefits as a trivial commutation lump sum or small lump sum payment does not use up any of these allowances.

What__A_Shower

Thank you for that, I'm still unsure what figure to put in the LSDBA box as we have read so many things about this!

Tried contacting the capita helpline but ended up getting cut off after 2 hours!

Angelarc36

I'm a deferred member and put my retirement forms in in November 2025 for a retirement date of 5 February 2026, then heard nothing. I started trying to contact them in January with no luck; impossible to get through on the phone and no reply to messages sent through the member portal. I eventually spoke to a call handler who escalated my case; nothing happened. I spoke to them again on 24 March 2026 when I was told that they had sent me a letter on the 3 March with details payments, that my lump sum should have been paid shortly after but hadn't been authorised and my monthly payments were due to start on 06 April 2026. I hadn't received the letter so asked for a copy; it still hasn't arrived and I've had no payments at all.

I emailed the Capita Public Service CE who replied on the 13 March saying that my case at been passed to a manager and they would be in contact; I haven't heard anything since.

I had no taxable income in 2025/26 so my monthly payments due in February and March would have formed part of my tax free allowance. Now that they will be paid in the new tax year, they will be subject to tax, so I will suffer further financial detriment because of maladministration of the scheme. I have explained this to them repeatedly on the phone and in writing, with no action forthcoming

I've tried making a complaint through their IDR process; they don't respond and the Ombudsman won't take the complaint unless the Administrator's process has been exhausted. I have explained this to them repeatedly on the phone and in writing, with no action forthcoming. I've pointed out that I cannot complete the process when the Administrator is not acting on it's own complaint process. I had no taxable income in the 2025/26.

I have tried everything I can to get them to pay my pension or at the very least tell me when I will be paid; all without any result whatsoever!

Shabbycat

https://forums.moneysavingexpert.com/discussion/comment/81962687#Comment_81962687

I am in exactly the same position as you and have had the same experience. The lack of communication is worst part of the whole debacle.

Shabbycat

Thank you. This is really helpful in understanding where they are at with issuing quotes.

Dazed_and_C0nfused

https://forums.moneysavingexpert.com/discussion/comment/81962687#Comment_81962687

You might find this worth a read, particularly the arrears section. You will need some additional info from the pension payer but it is something you can eventually resolve with HMRC.

https://www.litrg.org.uk/pensions/pension-withdrawals/tax-pension-income#:~:text=If%20you%20receive%20a%20payment,and%20what%20part%20is%20interest.

AndyQ211

Angelarc36 - Yes, Dazed… is correct. I was tipped off about this my someone on this forum. "When you eventually receive the arrears payment, you can request a schedule from Capita showing which financial years the arrears relate to. You then send that to HMRC who will reallocate the income accordingly, and correct the tax overpayment.

HMRC Income Tax helpline: 0300 200 3300

I phoned HMRC & they confirmed this is the case! Their address is:

PAYE & Self Assessment
HM Revenue & Customs
BX9 1AS

The only problem is being able to contact Capita!!

crazydaze27

https://forums.moneysavingexpert.com/discussion/comment/81954605#Comment_81954605

Update - Just received my annual pension payslip in the post. At least I'm being paid. The last page was an update from Capita admitting to having some issues, but saying they are sorting them, and advising me to sign up for their online service!!🤣🤣🤣🤣🤣