Civilservicepensionscheme Avis 

Capita situation is bad, but being it was just as bad, prior to handover. What is astonishing is that few seem to be pointing their fingers at those leading such as the chairmen and board. The cause is bound to be resourcing and that responsibility is the Board's.

System locked me out advising I had tried 3 incorrect password , I tried once 🙄.
When on their chat to ask to be unlocked , too busy so was disconnect and asked to try again 🙄

Tried to get into system but could not put my NI number on as the system was saying incorrect form and gave me abd example . I input my NI as they asked in their format, but yet again system , said it was incorrect 🙄🙄🙄 so I cannot get my account unlocked ( no fault of my own ) keep trying chat but always busy ( not a good sign ) and kicks me out omg omg omg 🙄🙄

My notification of retirement was submitted by my employer early December 2025 and I retired at the end of February 2026. I've had no information relating to my pension at all. I have rung a few times but get no further. I last rang on Thursday 17th September to be told it's with the team, looks straightforward but depends how many there are before me. Fortunately for me, I started getting my state pension in February and I do have other small pensions I'm in receipt of but that doesn't alter the fact that I should have got my civil service pension and lump sum months ago.

Absolutely terrible service. I worked for DWP for 7 months, my last day of employment was 31/08/2025.

I have been waiting since then for a letter regarding my options to withdraw the amount as it's under 2 years old.

Eventually I contacted them in April 26, I'm still waiting after numerous calls and chats.

No timescales can be given is all I am told. The service is the worst I've experienced.

I'm told conflicting information each time, I was given certain information once, then told my two other advisors this wasn't available.

I will be making a formal complaint today, and asking for all calls and chats to be looked at.

This is an abysmal service by Capita. They are clueless about civil service pensions. They can't calculate people's pensions, handle data, provide a portal, respond to queries or complaints.
They are a disgrace.

I keep on seeing how well crapita are doing and how many quotes are being done, so I wonder why after putting mine in, in August 25, partially retiring in January 26, I am still waiting to get my quote, when others around me have got theirs, when they were put in months after me
If the government is putting help in place, why are they not targeting old cases
Dismal service, dismal company, shocking way of treating people
I cannot start to explain how utterly disappointed I am with this company

It's absolutely hopeless.
I managed to log in to the member portal, but it says that Annual Benefit Statements should have been uploaded by the end of August, yet mine isn't there. There is also no record whatsoever of my deferred benefits from a scheme I was previously a member of for 5 years.

I tried using the online chat, but it just disconnected me, saying that all agents were helping someone else.

I tried using the online contact form. First it asked me to log in - I was already logged in, and also the 'log in' button was greyed out. So I entered my details instead. When asked for the subject of my query, if I selected 'Annual Benefit Statement', it then asked for a topic, but it wasn't possible to actually select a topic, so it wouldn't let me submit my query. So I tried selecting 'Something else' as the subject instead. Then after writing my query, I clicked on 'submit', only to get an error message and have to start over. After trying again, I finally managed to submit a query, but I don't have much hope of getting a response.

I also tried phoning them- the automated message says that they can't deal with ABS queries over the phone, so there seems to be no way to access support about those. I waited on hold for half an hour and moved from number 21 in the queue to number 23! I gave up at that point.

The service is absolutely not fit for purpose, and Capita should have the contract removed immediately, be made to pay for the system to be fixed, and be banned from taking on any further government contracts. Moreoever, scheme members should be entitled to some compensation for the issues this has caused people.

I have been trying to get an Annual Benefit Statement (either historic or current) out of the online system for the last 8 months. The site is not providing links to any form of financial information, The chatbot provides the worst form of enquiry routing experience with information that needs repeating dozens of times just to get into the queue, then you can wait and get down to number 3 and the system throws a catestrophic error with red text and kicks you out. Then if you do get through to someone you had better hope it is not Megan as she closes the chat the moment she feels she has done enough without a 'goodbye' or 'is there anything I can help with'. For such an important thing as THE Government Pension Scheme the service is appalling and Capita should be removed of their responsibility as they clearly can't cope

I am a bit bemused by how this site is still atrocious all these months later, why people are still struggling for months to get their pensions sorted and how this is allowed and why nothing significant appears to be being done about it. The site is appalling. I can get into it usually however there is a lack of information and while I am writing this review it is currently swirling and doing nothing. I don't care how much backlog Capita took on (as this appears to be one of their excuses), the whole thing appeared to be running better before Capita messed it up, people don't deserve this. Sort it out!

No stars if I could. This lot of muppets are worse than the last lot! So can log in and then nothing just a spinning circle made up of lines. Can not see ABS statement that was suppose to be available from 31 Aug 26. A pointless company. And its been like this since they took over at the end of last year.

Doesn’t work

Website clearly has no capacity to handle what it should be able to. I can log in now (wow, that's useful), but other than that it fails to load. Can't even view my ABS. "Let's chat" says it's online, however it is open to Copilot chats only and if that can't help you, then it kicks you out as all agents are helping others. I'm concerned that Copilot is fielding questions, ai hope it doesn't have access to personal info!

The "contact us" option also freezes and goes nowhere. Absolutely appalling.

If I could give 0 star I would. This is the most atrocious website I have ever experienced. Very slow and online chat service doesn’t work. Been waiting months to view my statements, and no further forward.

The slowest and worst website I’ve ever tried to use!! If this is a sign of things to come within the civil service I will be rethinking my choice of career and dusting off my CV!! Utterly useless and show complete contempt towards civil servants past and present. Sort it out!!!!!!!

Website is extremely flawed. It's been six months, perhaps it should be fixed by now? Problems today:

1) Tried logging in and it told me I had tried too many times so my account was locked (I had tried exactly once.)

2) Entered my info to verify my identity, but it told me to enter my NI number in the correct format (I had followed their template, so I assumed that was the correct format. Silly me.)

3) Tried the chat function. Once the AI was done it told me it would connect me with a person. Instead, it disconnected me.

I finally got in by entering my NI number with no spaces, which apparently is the secret format they chose not to publish.

My mum passed away in Feb this year. My 81 year old dad has been waiting since March for her survivor pension and still nothing ! DISGRACEFUL

Absolutely dreadful and not fit for purpose. This is dreadful and there’s absolutely nothing we can do about it! As a deferred member, trying to access any records at all is impossible. The new calculator is unusable and impossible to understand. The old website was much more user friendly. I want to plan my retirement and I can’t. Hopeless!

Not impressed so far. Having registered and managed to login the only pension displayed was from the Ombudsman for the Police Service of Northern Ireland. I have never worked for the Ombudsman or PSNI.

More worryingly, my pension was not displayed.

But I did get through on Chat, eventually, and Leisha was very helpful but could not resolve immediately. We shall see.

My dad died and never took his civil service pension. Claim started in August 2024, all docs provided to them April 2025, was told money was sent to me in November 2025 and I’m still waiting on the money reaching my bank.
Apparently they have zero controls in place for money being paid out and this amount is ‘lost’ since it was paid at the exact time of the transfer to Capita and to a new system.
Distressing doesn’t even explain my experience over the last 2 years and still no where near a resolution.
After calling again after another ‘system update’ the details I have been giving them for security for my dad for the last 2 years (who has died so can’t change his address) are somehow wrong.
No one cares. No one ever will care. He worked hard for his pension which he never got to take and here I am 4 years after his death and 2 years into a simple claim. Disgusting service.

Absolutely Shocking service after a bereavement! Still waiting almost a year later - they received all completed paperwork Oct 2025! Been told at-least 6 times when called all information received and been authorised, it’s been escalated SO I KEEP being fobbed off with! Surprise… still not head a thing. It’s coming up to a year since my mother passed away at the beginning of September, it would be nice to finally have this last piece completed. It’s mentally draining when your processing grief as it is
Shame on you @civilservicepensionscheme.org.uk
I bet Director of Civil Service Pensions wouldn't be left in this position constantly having to chase and being fobbed off with excuse after excuse. Bereavement cases shouldn’t take longer than 3months when you have all needed documentation!