Today’s Public Accounts Committee session on Civil Service pensions was one of the most candid examinations of the transition to Capita so far and it underscored the very real impact felt by too many Civil Service Pension Scheme (CSPS) members.
Capita’s senior leadership faced serious questions from MPs about ongoing delays to payments, data issues, and failures that continue to affect thousands of CSPS members.
Among the key points raised:
· CSPS Members still suffering delays in receiving the pensions they are due were repeatedly highlighted by MPs – including widows left without payments for months, members in , retirees waiting for lump sums, and McCloud remedy cases still untouched.
· Capita confirmed a large number from the backlog had been cleared and the vast majority of lumpsum payments had been made from the 8,500 backlog. They are working on resolving current cases and improving the service alongside the HMRC surge team.
· Significant data quality issues remain, delaying Annual Benefit Statement uploads and slowing casework.
· MPs criticised a lack of proactive and consistent poor communication. ‘Your case will be escalated’ seemed to be a common call centre phrase.
· Portal access problems persist, especially for multi‑stint members, with full functionality promised by end of March.
· Capita committed to returning to contractual performance by June 2026 and will provide monthly progress updates.
Several MPs cited constituent cases, emphasising the distress caused by delayed payments, repeated escalations, and unclear communication. The message was clear: behind every “case” is a person depending on income they’ve earned and rely on.
CSPA members’ experiences were also directly referenced by the Committee, reinforcing the essential role of the Civil Service Pensioners’ Alliance in ensuring our members voices are heard.
The CSPA continues to play a crucial role in championing pensioners through these failings. The Civil Service Pensioners’ Alliance are here to protect what you’ve earned.
Today’s hearing reinforced not only the scale of the challenge but the importance of accountability, transparency, and sustained pressure to ensure every pensioner receives what they are owed – on time and without unnecessary stress.
You can watch the full Public Accounts Committee session
