Civilservicepensionscheme Avis 

Waiting six months and counting for a CETV for my divorce. Complained formally over two months ago and never had a response. They just don’t care. Awful way to operate. I would literally surrender this pension rather than have to deal with the CSPS if I could. Horrible experience that I just want to end.

Needs to be ZERO stars.

I've been trying to change my bank account but unlike 99% of other companies you can't do it over the phone or even "on line". Then you get told different information by different people...!!!! So I've filled in the 3 yes THREE mandate forms they have sent me, sent them back Priority delivery at MY expense & still NOTHING

Upshot is, No pension for probably up to 4 months & do they care. NO THEY DON'T

I can log into the portal but it’s extremely hard to navigate around it. Continually asking me to log into again or request another number to log back in. I’ve withdrawn one request for a statement as I was planning to retire end of June 2026 but resubmitted for end November 2026. Not heard anything from Capita. I am 70. Will probably end up getting death in service at this rate.

I'm trying to register and it asks you loads of questions and then at the says you can't register. Copy and paste is blocked for some of the fields which is actively bad security. No-one has responded to the help request I put in.

I would have liked to give them a "minus star" as they are so utterly useless!

I have used the previous website for many years with no issues, but a revamp late last year meant that I have to create a new account on the new site.

I've been unsuccessfully trying to do so for the past SEVEN MONTHS, going into eight. I've contacted them no less than three times about this and received no response whatsoever - with the latest attempt not even being able to be submitted.

I get a message saying there is a discrepancy in the details I entered, compared to those on record but, frustratingly and unhelpfully, there is no advice as to where the discrepancy lies, so I'm unable to correct anything.

I had a mind to try and ring them, but now having read reviews advising of more than three-hour wait times, I have kicked that idea into touch. I live in New Zealand and, quite apart from the fact I have no wish to stay up to the wee small hours, it's not exactly a cheap option.

The UK Government now needs to step in and ensure that this company is removed as it is simply unfit for purpose.

Shockingly bad. Months trying to access. Got through to an actual person today who advised as I logged onto new portal in December it wouldn't work. People who logged in Dec/Jan unlikely to work. Deleted details to reset as if not logged in before. Told to wait 15 mins. Tried to log in 5 hours later. Still unable to. Code sent to email but by time it had been received was timed out. Re-tried, but then had message " this email already in use try again in 30 mins or use different email address....I did both, neither worked. Now have used 3 different email addresses nothing works and now have all 3 emails already in use. Going round and round in circles. Not how I wanted to spend my evening. Back onto phone tomorrow!😡😤🤬

Quite frankly the whole episode is a national scandal. My Mother passed away on February 12th and they were notified the following day. As executor of her Estate I did the bereavement form over the phone with them and was told I would be contacted by letter within 3 weeks.
Here we are now in late July and not a single contact, letter or acknowledgement of my Mum's death yet. My local MP has raised this with them and total response zero. They are of course still writing to my deceased Mother asking for another Bank Account number to pay her pension into as her now closed Bank Account keeps returning the payments. The whole thing is an absolute disgrace and I really don't know what else to do!!

Minus 11 stars! My line manager registered my intention to retire and asked for a pension quote back in October 2025. Since Capita took over Civil Service pensions in December 2025 I’ve contacted them by phone [took between 1.5 hours to 2 hours to get through to them], and via their “Contact Us” form, to try to get my Civil Service Pension quote. Despite the CAPITA agent escalating my case, and all the Contact Us forms I completed, I had no reply, no update from CAPITA. Then a week or so ago my pension quote arrived - and the length of pensionable service shown, was wrong. I used their contact us form to tell them that, have had no acknowledgement from CAPITA that they are dealing with my query, and I feel I am no closer to getting the 3 months plus pension they owe me paid. I wouldn’t trust CAPITA to delver a pizza, let alone a public service.

Finally got some payments, 8 months late and over a year after I applied. Nothing in writing a month later to confirm what I've actually been paid for! How am I supposed to inform HMRC what should have been included in last years income? How do I know it's correct? Unbelievably stressful for anyone affected, a terrible experience. I claimed other pensions at the same time, no issues at all. Gave up waiting for a finalisation statement and rang them twice. The first time the person I spoke to didn't get it, then I got cut off. The second person said the statement was sent out on 1st June and would arrange for it to be emailed. Watch this space.....

I would give it zero stars if I could.
I cannot be the only member getting both a pension from my own service, and now another "dependents" pension after my husband died. Turns out that the portal cannot let people like this register, its known to be an unresolved issue, timescale for resolution uncertain. So why the flipping h*ll do they not put a note on the website so we dont waste our time? Then, when I am dealing with them, the system always defaults to "my" pension, not recognising the dependents one. Hence, having started this last year, I am no nearer getting both payments paid into my personal bank account. Which is important as I have finalised the rest of my husbands affairs and it is only Capita's incompetence that is stopping me closing what was our joint bank account.

Just tried to swap login over from the old management agency to the new one recently introduced. Of course it's not worked and looking past reviews, it looks like nothings working at all. Then I noticed all the emails in response are coming from the Kentucky Department of Education. Who are these people and why are we in the UK paying them to administer (badly it seems) all our UK pensions for British employees. Don't tell me they were best suited to do it. It's patently not true.

Tried to register but after entering password all you get is a spinning circle - I have attempted to contact them using their message form - after taking all the details and pressing send, it comes back saying 'reference number not found' - somebody said this company is a joke but it is not a joke there is nothing in the least bit funny about it - it is inconvenient and stressful and probably delibrately so - so, they can keep your money. They should be investigated.

Haven't received my payment, unable to access their system and they're closed for the weekend. Unbelievably shoddy service and not fot for purpose.

I would give it Zero if I could. I am retired and my pension is in payment but there have been some well publicised alleged overpayments of some years' standing where repayment has been required. I registered for the site when I retired but hardly used it since. On visiting the site in March, as I hadn't used it since well before November 2025 I attempted to reregister. After completing all the required steps I was advised that the information I gave didn't match the details held on file so please contact them. I telephoned and queued for 35 minutes only to be told the problems wouldn't be solved until the end of March; "try then". I left it until the end of May but the site did not recognise my username and password. I reregistered again, two six figure codes to email, ten minutes, six figure code to mobile and then - guess what; you can't re-use any of your last FOUR passwords. Changed the password, apparently my details still don't match - God knows what details they have that don't match! I've been retired for twelve years, I was a Civil Servant for 42 years and HMRC collect my tax using the same details I've had for 30 years. Why Capita were given back this contract after the mess they made of it before.

Unfortunately there isnt a zero to rate the scheme.
Responsiveness 0
Care for Pensioners 0
Capita 0

Instead of ranting on here, google the contact details of your local MP and ask them to table a written parliamentary question to the minister, asking them (a) what independent monitoring of the calibre of capita's customer service levels the department is undertaking, and (b) what penalties are in place against capita if they fail to deliver on their minimum service levels.

Unacceptable. I have been unable to log in for months. Helpline doesn’t accept incoming calls. No response to messages. Change username/password facility that doesn’t work.

That’s minus 10 it’s pathetic, robbery, insulting, unpleasant, horrible, wrong,inferior, harmful, dangerous, took me 2 days to do my initial stage of my other pensions this one from last June 2025 total failure they need to compensate everyone who are loosing money and that’s not just a few £, wanted to pay my mortgage of can’t do, wanted move house can’t do etc, I think they should give the contract to various companies like prudential, Barclays, legal & general, viva, nhs etc etc split it all up, and stuff the £5.000/£10.000 loan I’ll end up paying 60.000 back, pathetic. I think it’s time for the lawyers to move in on the government, every one should sign the civil service pensions petitions uk government web page

Made a claim for my pension to start in Fenbruary - I had no trouble setting up an online account. But here we are after three months and two requests for info on progress, and I've had zero contact apart from a letter saying "we received your claim and it'll be looked at in due course. Please stop bothering us.".

The service is non-existent, communication is ridiculously poor, and helpfulness doesn't even register on any scale.

Should have a zero star rating. Absolutely useless. Gave up trying to register. Site does not send the codes needed. Got a email code by trying a different e-mail but have only one phone it won't send a code to.
Entered all the correct personal information on the 'bot' only for it to say I haven't entered it ! What is going to happen with all that now ?
If things you need like P60's etc are only to be available online, make sure your system is usable first. Or is that too much to expect?