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

SimonSeys

Still no ABS here…

NewtsInThePond

The BBC Radio 4 Money Box programme will be doing a "Capita" special on Wednesday 14 October 2026 at 15:00. They put a call out at the end of the last programme that they are interested in hearing from people with personal experiences of Civil Service & Teachers Pensions. You can contact them directly via email or WhatsApp voice note: BBC Radio 4 - Money Box - Contact Money Box

If you are not able to listen to it live, the recording will be available via this link after the show has been broadcast: BBC Radio 4 - Money Box, 14/10/2026

Universidad

I would be concerned that the construction of the commitment gave Capita an incentive to find reasons they can't process cases, rather than to focus on delivering a proper service.

One could speculate that such vulnerability to gaming the numbers was deliberate, which would seem to be the obvious alternative to managerial and statistical incompetence, but that would be harder to prove, particularly in the face of a wealth of prima facie evidence of incompetence.

But I don't think one does have to speculate about whether those stats are vulnerable to being gamed. The detail provided confirms that they are. It also confirms many of the speculated suspicions noted in this thread since the term "workable stock" first entered the conversation.

The bright note is that the Cabinet Office don't seem to be buying it, any more than we are.

Dave46049

https://forums.moneysavingexpert.com/discussion/comment/82165752#Comment_82165752

same here…..

ShottsBA

https://forums.moneysavingexpert.com/discussion/comment/82166044#Comment_82166044

They are allowing the guff to be published though. I appreciate Capita might be getting enough rope to hang themselves but the narrative contributes another layer of demoralisation to those waiting. I cannot stomach being told targets are being met, even in Capita's own terms.

WorryPot

https://forums.moneysavingexpert.com/discussion/comment/82166138#Comment_82166138

Good point. Capita are at liberty to broadcast their version of the narrative as often as they want and how they want. I have also noticed how their articles on their own site which mention CSP have become more sanitised, certainly less compassionate or apologetic. Shareholder focused.

On the other hand, messages from the Cabinet Office (inc Richard Vianello) appear to be becoming, I don't know, perhaps a bit more abridged? I welcome any opportunity for them to become more assertive, especially regarding Capita's practices. Perhaps more reassuring that they are 'fighting our good fight'.

Just a point, I do not think that we will get our fortnightly update from the Cabinet Office this Friday.

Mr Vianello has previously stated "my next update will be published after Ministers update Parliament later this month".

ShottsBA

Just off the phone, only waited a few minutes tbf.

However, no change, there is nothing on system to indicate they need more info. That's not say they might find something when they actually look at the case.

I mentioned the claimed improvements in the service haven't had any impact on my case and could it be explained why such a priority case ( health/financial hardship) as mine remained unaddressed.

I was told previous escalation doesn't actually mean anything will be done quicker, the team will select priorities from the pool of escalated cases. Mine has been escalated again today (18th time lucky)?

I also pointed out, even if I got a quote tomorrow and returned it, it's likely that I'll be a full year from retirement before I am paid. I got the usual platitudes that must be almost as soul destroying to deliver than they are to receive.

Does anyone have an idea what you have to say, or do,to catch the attention of "the team"? Do I have to get the Spiderman outfit on and scale Big Ben?

Watching_The_Wheels

I had a whole bunch of support messages that Capita cancelled or arbitrarily and falsely set to resolved over the last couple of weeks. What chance now I’ll ever receive my missing WPS contribution refund after seven months of chasing?

Apparently having had a stroke recently doesn’t get you any different response or acknowledgement from Crapita.

ljayljay

https://forums.moneysavingexpert.com/discussion/comment/82165849#Comment_82165849

Thanks for the heads up....I have emailed Moneybox with my 'experience' so far. I recommend others on here do the same.

We all need to ensure that these companies are not allowed to continue winning government contracts. Especially, when they are incapable of actually doing the job they have been paid to do combined with the most appalling customer service possible.

ShottsBA

https://forums.moneysavingexpert.com/discussion/comment/82166297#Comment_82166297

Sent an email too.