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

Golactico

So, Capita have taken over the admin for the CSPS and their new website and members portal went live this week. I have just registered on the new portal and am not in the least bit surprised to find that the information available on the new portal is very scant and incorrect in terms of my length of service. With complications due to breaks in service etc, I certainly had my problems with MyCSP (the previous admin contractors) but as a deferred member, I was reassured that every time I logged in to the portal since leaving the CS a few years back, everything was correct, ready for when I start drawing my CS pension in a few years time. I'm now left wondering what sort of battle I have on my hands to get Capita to restore my pension details back to the correct position? 

Anyone else finding that they have issues following the changeover? 

I'd be grateful for any relevant info on 'teething problems' provided to current Civil Servants, that, as an ex-employee, I'm not party to.

strawb_shortcake

There's been a big discussion on this at work today, a lot of people very unhappy and similar issues to yourself such as length of service being incorrect. 
We were only told on the day that mycsp was being taken down at 5pm, there was a mad rush for people to log in and obtain their ABS but it had gone well before 5pm.
Perhaps lucky for me I have over 20 years for them to rectify...

Fifefamily

I’m a deferred member and turn 60 next December when I will take out my pension and on the old site it was excellent for displaying what you would receive at that time or if I had chosen to take it earlier but having logged into the new provider tonight, it’s rubbish - no information whatsoever apart from name etc! Oh but it does have Pension Service History 25 years and 815 days! How many days in a year?

I’ll log in again in the new year and see if there is any change.

GunJack

I tried registering yesterday but having gone through the process it said some of the details I entered were incorrect ☹️ so I have to phone them 😢😢 I too am a deferred member due pension in Dec 2027 so hopefully have time to get things sorted out. 

One thing I did do was take a screenshot in July of my deferred benefits so I have a good reference point to work from...

westv

My wife git herself locked out of the old site a while ago. Does the new site require a completely new registration? I assume everybody would have been provides details.

m_c_s

westv said:

My wife git herself locked out of the old site a while ago. Does the new site require a completely new registration? I assume everybody would have been provides details.

Yes a completely new account is required so your wife just needs NI and a few others details to set that up again. Just go to:

https://www.civilservicepensionscheme.org.uk/memberhub/

and register a new online account.

ali_bear

Let's face it, this transfer has been done to save UK Govt the operating expenses. Crapita must have pulled out all the stops to make their bid as low as was possible. We can't expect things to improve even after the initial period. Give it time and Crapita may eventually achieve a barely acceptable level of service. 

GunJack

I tried to register again this morning while on hols on the unhelpline and it worked, so I very quickly put the phone down 🤣🤣

...but I did have to re-enter Mrs.G-J as my beneficiary as they seem to have not carried the info over from mycsp...they did have my length of service right though so not quite all bad (ish)...

ToneP

As others have noted I can't even register on the new system as it says;

"We need to discuss your details as some of your information did not match our records. To finish creating your account, please call us on 0300 123 6666 or select Contact us."

I'm puzzled by that as the only information that I was asked to enter were my name, NI number and date of birth. 

Have I changed age?

No response to my online message to their support team which told me to note the reference number which was given as "NOT FOUND".

Still waiting on the phone number they give to contact them. I suspect that there's only one person on the helpdesk given the slow progression down the queue.

I'm expecting very little but I'll report back if there's any progress.

ToneP

GunJack said:

I tried registering yesterday but having gone through the process it said some of the details I entered were incorrect ☹️ so I have to phone them 😢😢 I too am a deferred member due pension in Dec 2027 so hopefully have time to get things sorted out. 

One thing I did do was take a screenshot in July of my deferred benefits so I have a good reference point to work from...

Me too. What it actually says is ..."as some of your information did not match our record".

I don't see how any of the details can be incorrect as it's a new account and the only details I had to enter were name, DOB, NI number and a phone number. Those are the only things that could be incorrect but they can't be.

The only thing I can think of that may be different is that I no longer have a landline phone number but I'm not certain they had it under the old system anyway. It's definitely NOT something that should prevent me accessing my pension records.

GunJack

I think it's probably just the system being overwhelmed as everyone has to create a new account....I used same details this morning and it worked straight off.