Capita Omdömen 339

The portal is the worst experience I have ever had in terms of attempting to log on ..... 5 times my password etc was reset and I still have difficulties. The value of the reported amount my pension pot was worth decreased by 57% in one month ! ..... still waiting after months to have an explanation. I had a valuation to move my pension which was sent to the mail box on the portal which I wasn't able to access. Apparantley they will only send you a transfer value once a year for free ..... it would now cost £250 plus VAT to have another valuation. Despite not being able to access the portal I have been told that the original valuation has now expired and that I need to pay for another valuation...... it is a complete shambles.

Transferring funds out of Capita has been one of the most frustrating admin experiences I’ve ever had. What should be a routine, well-trodden process is instead slow, opaque, and unnecessarily painful.

Communication is poor, timelines are unclear, and you’re left chasing endlessly for updates that should be proactive. Each step feels designed to delay rather than help, with repeated requests, vague responses and no sense of ownership from anyone involved.

For a pension provider handling people’s long-term savings, this level of inefficiency and lack of accountability is frankly unacceptable.

If I could give 0 ZERO stars I would…. Clearly not ready to take over the administration of the Civil Service Pension fund. I basic information I had already sent to the previous administrator and which showed up on their website was lost e.g. according to Capita I’m still married although I’ve been divorced 10+ years now.. more importantly all the information submitted on line in Sept-25 in time for my forthcoming retirement on Monday 9th Feb, application for pension etc. has been lost. After well over an hour on the phone I was told to resend it all in hard copy, done on 16-Dec-25, still no acknowledgement of receipt even after I called again and sent it all via email. I was relying on receiving my tax free lump sum on Monday, fat chance. Useless, Capita clearly didn’t understand the magnitude of what they wear taking on and even allowing for a bigger backlog of upcoming retirees than they were led to believe, loss of information already in systems is unacceptable. #AdolfoHernandez #asleepatthewheel #sortitout

I had only Worked for Royal Mail for
37 Years now trying get a Forecast from Capita
Being 54 Years old hoping to retire possibly on my 55th Birthday.
Peoples pension were spot on Delivered my forecast on time.
Now to Capita or should I say Crapita!
My Money in their hands…
I was told I would receive my forecast on 2 January 2026, Didn’t turn up so on the Tuesday 13th January 2026 I phoned up Capita to ask where was my forecast was their reply was… “we sent it” (Quite ironic as I worked for R/M ) I didn’t receive it!
So with that, the lady on phone said that she would send another forecast and it should be with you next Wednesday 21st 2026… I Waited and waited, still no forecast from Capita! Finally I phoned again on 2nd February to be told “we have sent a letter on the 30th January”
30th January I replied ? This was an apology letter saying sorry that Capita hadn’t sent the forecast… they forgot who knows!? So now I’m waiting upon an apology letter! Not even my forecast!
This is alarming that this Incompetent Company “CAPITA” is looking after my money.

Regarding the civil service pension scheme administration.

The pension scheme website and portal are now pretty much useless.

Previous annual benefit statements are no longer available.

The retirement modeller is no longer available.

The scheme guide links go nowhere and dont work

The calculators are out of date, and dont cover the alpha scheme.

They dont respond to online queries.

Why was Capita chosen to take this over is anyones guess, since they are the same company that collects licence fees for dreadful BBC.

They and the government hope you die, before paying out.
Rich getting richer, poor getting poorer.
No change. No shame.

What a surprise to see they are 0* rated?! No, I am not at all.
They are crap. They are impolite - as soon as you call their AI voice asks you to be nice with them... maybe knowing how useless they are.
Passing security is a multi-step process, 5-6 questions.
I called to get a valuation. First time, I didn't pass their elaborated security. Second time, I was told I can only receive the valuation by email because that woman didn't have access to it.
Judge for yourself.

I dont even want to give one star!! an absolute disgrace to this country. cannot be trusted. do not deal with this company ever!!! I was a civil servant for 37 years and retired, Capita have withheld my pension. Not worth another word

Well here I am 2 months into what I planned to be a relaxing, stress free and happy partial retirement. Thank you Capita, and whoever in Government signed-off their contract to manage the Civil Service Pension Scheme, for making it the polar opposite.

All was going relatively well under the charge of MyCSP, all scheme guidance followed to the dot with my pension quote duly returned at the beginning of September 2025.

My partial retirement date of 23 November passes without fuss until 3 weeks later when I took the initiative and made the first of what is now 7 calls to check that all is OK. Putting aside the +10hrs of my life I have spent on hold with my case escalated each time the answer remains the same, there is no update as to progress and certainly no timescale for payment of my monthly pension and lump sum, not a penny of either has been received.

Whilst communication with my MP and the Cabinet Office appears to have put me on some kind of ‘urgent’ list I fear this list extends to 000’s. My advice is to pursue every avenue available to you to expose this company for the sham it is, financed in part, well to the tune of +£200m, by the British taxpayers.

Thank you Capita for the sleepless nights, the stress, the anxiety and facing imminent financial hardship for the first time in my life, thank you very much indeed.

Diabolical, shambles, a complete and utter waste of time trying to contact them.
Several phone calls, all drop out after 3hours on hold.
No communication of any sort, if I could give a zero I would and that's over rating them.

This is an absolute joke i am 6 weeks from retirement i have not received my pension quote all information was submitted on time ie 4 months notice i called in last Friday waited 2 hours to finally be answered with ' there is a backlog it will be dealt with as soon as possible' i have sent 2 messages via the portal and you guessed it neither responded to what is the point whoever awarded the contract to this lot wants shooting do they not realize the affect this is having on peoples lives

Still awaiting retirement quotations. Applied for retirement 10th October, details passed to mycsp. Logged onto new portal 3rd December, no information. Phoned 17th December, waiting for 1 hour 50mins only to be told to be patient. Have escalated to my MP on 11th January. Due to retire 6th February.

It should really be no stars trying to register with their pension portal is a joke tells you to phone them but haven't been able to get through from the start of December.

Cant give zero stars as would, new site is horrendous, takes hours to get through.countless emails (pensions) no reply, MD involved still not sorted, thousands going through same issues. Got an email reply telling me nothing. 'We will let you know when we have more information' How they get Government contracts is beyond me. Still ongoing

I have NEVER dealt with such a high level of incompetence. I shouldn’t have to continually chase a company in order to receive my pension. All other pension providers have been professional and easy to work with - this experience with Capita is on another level. The team have no understanding and working from home does not help matters when you try to escalate. They are not worth the 1 star.

Impossible to contact capita who now run the civil service pension scheme. Spend hours on hold to be repeatedly cut off. Website is not finished, full of errors and useless.

I tried to contact Capita Civil Service Pensions yesterday by phone. Got through and informed I was seventh in the queue. Thought that’s ok! So I waited and waited and in the meantime did some DIY with my phone live. Eventually somebody answered, the wait was 2 hrs 36 mins minutes. Unbelievable, the person in Darlington said she could not make the on line changes and I had to write in.

Is this any way to treat a civil servant with 40 years service. Whoever gave Capita the contract should be sacked

Retired 31st Dec, all paperwork completed and returned end of Oct. Heard nothing since. Registered on new website, no information there. Rang today to enquire, number 13 in queue, waited 3 hrs 30 mins before call answered. Told they have everything they need, but have a long backlog and cannot give me a date when I will receive my lump sum and monthly payments. No help at all. I have previously sent 2 emails and a complaint via the message function in the portal, but not received a reply to any. Don't bother ringing, if you get through they can't help, they know nothing. I was told not to worry, as there are lots of people in the same boat! Helpful? Not!

Sadly you can’t give a zero rating but this shower of sh•te deserve nothing more than a minus rating. What can you say about them that hasn’t already been covered in other reviews.
Clearly they been awarded the pensions contract as there were cheap. The helpline is appalling and you have to wait hours in a queue to be given the fob off. The best advice I can give is write to your MP and the cabinet office as unfortunately you’ll be in for a long wait for your pension.

⸻

One Star – Absolute Failure of Pension Administration

I began my partial retirement process 11 months ago with MyCSP, who were then responsible for administering Civil Service pensions. My pension was due to be paid from 1 November.

After repeated errors, delays, and basic administrative failures by MyCSP, I was eventually assured that payment would be made by 1 December.

Since then, responsibility has passed to Capita Pensions, a company with a well-documented history of poor performance, and the situation has deteriorated even further.

Four months later, I am still waiting.
The excuse? An “IT system upgrade” that constantly crashes.

This is not an isolated case. This is happening on an industrial scale.
People who have fully retired or partially retired are being left without:
• Monthly pension payments
• Lump sums
• Any clear timescale or accountability

Some have been waiting 12 months or more for money they are legally entitled to.

Capita:
• Do not answer emails
• Do not respond to complaints
• Force customers to wait over two hours on the phone
• Only to then say the system is down or has crashed

Meanwhile, this company continues to profit from public contracts while pensioners face financial distress, uncertainty, and anxiety.

This is nothing short of a scandal and a textbook example of the incompetence and negligence that comes with privatisation of critical public services.

Civil servants paid into their pensions in good faith.
They should not be treated with such disregard, indifference, and contempt.