Since administration of the Civil Service Pension Scheme (CSPS) moved from MyCSP to Capita from 1 December, many scheme members have faced serious service failures. These include:
Significant delays in calculations, payments (lump sum and monthly), corrections and responses
- Missing or inaccurate service data
- Poor communication and unclear timelines – with long call centre waiting times, portal errors, and a lack of responses
These delays, attributable to a backlog of cases and unopened emails, have particularly affected new retirees, death‑in‑service cases, ill‑health retirements, and payment of widow/er pensions, and McCloud Remedy cases.
These issues can force people to postpone retirement or partial-retirement plans, struggle with bills, or spend months chasing updates. While a scheme‑wide Recovery Plan is in progress, it does not resolve any individual member’s case. Pension Scheme members still need clear answers on their own records, payments and entitlement.
CSPA Pension Manager, David Luxton, sets out what action you can take and what redress may be available:
Putting the pension right is separate from compensation. Depending on the case, redress may include:
- Arrears and interest for delayed payments
- Compensation for distress and inconvenience
- Reimbursement of proven financial loss
- Explanations, apologies and fair treatment in any pension overpayment cases
Awards tend to be modest unless there is clear evidence of financial harm or prolonged maladministration.
If you are in financial difficulty
Tell the administrator clearly and in writing. Transitional support loans can provides short term help but does not replace a complaint or longer term redress. If you are in difficulty waiting for pension payments you can contact your employing Department if you retired within the past 12 months, for a transitional payment of up to £5,000 payment to cover immediate bills and household costs, which will then be recovered from your pension payment. If you retired, or left the Civil Service longer than 12 months ago you can still apply to be considered for a Hardship payment through the Scheme website portal at www.civilservicepensionscheme.org.uk
How to complain effectively
Keep all documents: e-mails, letters, pension quotes, screenshots, call notes, and evidence of loss.
Prepare a simple timeline and send it by email or letter to the Contact Centre at Capita.. You can use the portal at www.civilservicepensionscheme.org.uk if you are able to login to your own pension account, or you can write a letter to: Capita Pension Solutions, PO Box 713, Darlington DL1 9JZ
Be clear about what you want: correct pension position, specific payments, arrears/interest, explanation, and any compensation sought.
The formal complaints route if an informal resolution fails and you are not happy with the response you receive from Capita:
- Submit a formal written complaint to the administrator
- Use the scheme’s Internal Dispute Resolution Procedure (IDRP). This is a statutory process that all occupational pension schemes must have in place. Capita will investigate under Stage 1 of the IDRP process. Again, provide as much evidence as possible, and explain the losses and distress you have been caused.
- If you remain dissatisfied, you can raise your concerns to the Scheme Manager (Cabinet Office) under Stage 2 of the IDRP process..
- The CSPA Pensions Manager can assist you in a formal appeal.
If you are not already a member of CSPA you can join online through our website www.cspa.co.uk for £3 a month or contact enquiries@cspa.co.uk
Complaints to the Pension Ombudsman
The independent Pensions Ombudsman will not normally investigate a complaint until you have been through both stages of the Internal Dispute Resolution Process, and even then, it can take over a year before the complaint is investigated by the Ombudsman`s office. For more information visit their website: Homepage | The Pensions Ombudsman
Overpayments
If told you were overpaid pension, don’t ignore it. Check whether the overpayment is correct, how it occurred, what you were told, and whether hardship has been considered. Even if repayment is due, you may still have grounds to complain about the administration errors that led to the overpayment.
Final thought
Civil Service Pension Scheme members deserve accurate administration, clear communication and fair redress. CSPA has been actively pressing the Cabinet Office and Capita for faster resolution of member cases, better communication and full transparency about the scale of the delays.
We have raised individual cases directly with Cabinet Office for resolution by Capita, highlighted systemic failings, and pushed for stronger oversight and a credible recovery plan. We are continuing to monitor progress, escalate unresolved issues and ensure our members’ experiences remain central to the Cabinet Office and Capita response. This is why the CSPA exists to protect what you’ve earned.
For more information or help with your pension issues, email us at: enquiries@cspa.co.uk or telephone: 0208 688 8418.
