Civilservicepensionscheme Avis 

I am receiving my civil service pension and was happily accessing my details until capita took over. Since December 2025, I kept having problems accessing my account until I was finally informed on my paper copy of P60 that I'd have to re-register. Trying to re-register is impossible. I'm not receiving access codes, it keeps timing me out and then informs me my NI number is in use already and to try again in 30 mins. I have persevered and i now on my 5th attempt of getting nowhere. I tried the chat bot, where I had to jump through hoops, giving information, only for it to say too busy try later and throws me out. The new system is a shambles. I would give it zero stars if that was possible. Goodness knows when I'll ever manage to see my records. Especially when they state next year's P60 will be on system unless you advise. I can't get a hold of anyone to advise!

Update: after 5 1/2 hrs I have finally managed to re-register. Although the correct user name was not given on the a summary, I didn't have the energy or will, to risk going back to try and correct. I'll just keep the username given.

I have tried several times to speak to a service agent, have never actually got through, even whilst waiting in a queue for many hours, just to get cut off as I near the top of the queue- I am sure this is deliberate. Today I phoned at exactly 8am and was first in the queue yet 45 minutes later I am still waiting- how can this be explained. I have contacted my Labour MP as this level of service shows utter contempt towards people who spent a whole career supporting the State. I have tried resolving my issue through the Portal as strongly encouraged to do, but the systems do not work.

Can't get through, number 23 then only number 18 after waiting 30 minutes. Pathetic Service and the website is as bad. Give up, wasted enough of my day,all in all Pathetic and non- productive.

All other reviews are accurate and nothing more to add.

This is an absolute disgrace. I used to work in IT for the Civil Service and I've never known anything so bad in 20+ years!

Waiting and eternity on the (barely)"live chat" and whilst doing that I'm waiting on the phone which is CONSTANTLY telling me I'm number 3 and I should check the portal! OMG, I'm waiting to get my account unlocked because it claims I got my password wrong and it has locked me out.

No way around it other than to speak to them! I'm just going around in circles! Good job I'm retired and have the time to let the very slow wheels go round and round, but they seem to have flat tires on this motor!

What a mess...

UPDATE. I gave up on the phone. but the online chat finally burst into life nearly an hour later. They had to completely reset my account so I could create a new account. This process to an eternity, with codes not being sent to my email address until I tried repeated times. Then the next stage to send a code to my UK mobile phone, but that did not some through - multiple attempts and it failed.
Tried again and numerous times it said my email address was already in use and to wait half an hour - I did that several times and finally for well over an hour but still the same! I then created the account with a different email address and thankfully it all went through. I was then able to log into the account and change the email address to the one I was using originally.

The whole process was like pulling teeth.

Unable to register on portal for 5 months. Capita are useless.

HORRENDOUS ! Made me create a new account, got email to say all up and running, however couldn’t get in. Waited in their phone queue for hours still stuck at number 2 !!! Finally got through and reset my password. The “new” system is horrible and clunky and keeps on bringing up errors of “There was a problem connecting to the service”, I cannot do anything online. They NEED AN APP !. THIS IS TRULY UNACCEPTABLE. But it’s government, what more would I expect.

Just tried to register on new portal and it keeps throwing me out and going back to the home page😡. I have tried to access my payslips for 5 months now. It used to be good until Capital took over!

Wouldn’t accept my username after I’d carefully written it down. And there seemed to be nobody to contact without going through the whole process of registering again. Which didn’t work the first time.

I am in poor health. I have outstanding Civil Service pensions. I am over the age of 55, yet I cannot obtain, receive these pensions. It is impossible to talk to anyone on the phone, and my Annual Benefits Statement has vanished into the ether. If the pension is my own personal funds, deducted from my wages at the time, then surely I can call out Civil Service Pensions as taking my funds without consent? It’s my money, so why have they stolen it? This is going to be a Robert Maxwell Mirror Group, I guarantee you.

They are a disgrace. I've been on the phone for almost 3 hours. For the last hour (just before 17:00), I've been number one in the queue and no one is taking my call. So I'm pretty sure that no one is taking the calls and they just let people on the line wasting their time until they cut off everything at 18:00. Yesterday, I was on the phone for almost two hours and they cut me off at 18:00 because "their lines were now closed".

The chat is marked as "online" but no one answers. Apparently no agent is ever free to answer. So you have to re-enter the same security details every time you try to restart the chat yet you fail to talk to someone.

I have also emailed them through their portal and they are totally useless. I don't know where they hire their staff from. They don't answer questions and give you useless answers. And if they give you an answer, they don't action the query so you need to email them again in a different query because they will mark their useless answer as resolved (even if nothing is resolved). I'm currently sorting my old pensions early and while I originally wanted to stay with them, now because of this experience, I will leave. I'm not going to deal with that nonsense when I'm retired. They are unprofessional to the core.

Truly awful. Don't bother to ring the Customer Service number unless you have two or three hours to spare. I have tried three times (and gave up twice when I was still number 22 and 27 on the call list). The third time I was number 7 but 90 minutes later I was still at number 2 where I remained for another 40 minutes. I have tried to use the website secure portal to send a message instead but that is not much better. I did manage to send one message after a couple of attempts but my second message failed to upload and was then blocked. When I tried again I was sent another access code and was then taken back to the Home page. I don't blame the customer service advisers who are probably working very hard but this needs to be sorted out. Quickly.

You have to understand that they don’t want to talk to you they want you to do everything online.

Dreadful: having received the P60 plus a letter informing me that Capita had now taken over , I tried various fruitless attempts at communication.

Chatbot disconnected 3 times; phone call hopeless; I gave up on first attempt,tried again one hour later, only to find that my 'position in the queue' had not changed, plus the usual recorded request to complete a survey after speaking to an agent.

Logged into portal, then discovered that my question could not be identified.

Why are so many organisations now operating behind chatbots,unanswered phone calls and poorly functioning websites?

Should have a no star category. Why the Govt gave this company the contract in the first place is beyond me. Took months to be able to register and get onto the site. It does not provide the annual award which is what is important. Now you cannot even get to see pay slips etc. the old system wasn’t perfect but 100% better than this

I've registered for the first time and it's a very confusing site. It reads as though, whilst logged in, I still have to log in! Why on earth it shows extraneous information for someone who is already a Pensioner is bizarre. Registration wouldn't recognise a valid landline number. I discovered my Beneficiary wasn't correctly identified, so at least that was recognised. To close the site I used the Menu>>Sign out option and it didn't work....Not impressed so far, though I understand it's under new stewardship so hope it gets much better. I tried to send a secure feedback, but it failed to run.

try and log into system cant see any payslips , p60's , try and use chat put your details in then it just throws you out , after working in the civil service for years why on earth would they still be giving Capita contracts as they make a mess of everything they touch , i think this is a bloody disgrace

I have been trying all week to access this website to see what my payslip should be for the end of March. I was told at the beginning of the week that the website was down but should be available on Saturday 28 March.

I have tried several times to access the website yesterday and today, but only get a page saying it is closed for essential maintenance. No indication of when the website will be available again.

The reason I need to look at my payslip is because MyCSP did not use my correct tax code last year and I have been penalised by having my tax free allowance reduced by over £3000, meaning I have been taxed more for over a year. I have no confidence that Capita will be any more competent than MyCSP .

Absolute rubbish site. OTP arrived following day! Can't see details of my pension in payment or anything else.

I cant give it zero. If the aim was to make it harder for civil servants to get help with their pension, then well done. You have succeeded. I cant believe in 2026, you have to download Excel files to calculate any kind of pension information, impossible when you don't actually know what to type in the free text boxes.
An absolute disgrace, I suspect it wasn't even cheap.

I wouldn't give this any stars if that was possible. It has taken days to login. Access codes don't work and they keep sending them one after another. When I eventually got in, I tried to update my beneficiary information because it wasn't complete but I'm now on my 6th attempt. It gets stuck on 'processing'. This site is worse than dire.