Civilservicepensionscheme Avis 

Unable to see any of the previous modelling tools which are invaluable for those coming up to retirement.
What a way for a government to treat those who work for it and keep it running. Shameful

They have a new system since November 25 and you are required to re-register. This does not work and will not allow you in. I called Capita and got through after about an hour, I was advised it's a known problem and try again in a month !! Absolute appalling service.

Retired in 2021 and still not received my remedy options, was advised new date for these cases to be dealt with is March 27. Also not received my Classic pension increase that was due at the end of Nov, therefore already 3 months in arrears with that as well. Apparently Capita have cleared about 30k queries since they took over on 1st Dec, but today I received a response to my email that was nothing to do with my query, so assume AI generated or copied and pasted. This is not clearing cases, a clearance would be giving me the money I am due.
Have written to the Cabinet Office and my MP several times, and lost count of the times I have phoned this and the previous Co. No response to my last 2 Cabinet Office emails, but my MP is chasing it up yet again. Don't have any hope this will ever get resolved, and feel like I'm begging for my own money. Absolute shambles.

Finally logged onto the new pension portal after several attempts and it gives you no information what so ever unlike the last one. I'm approaching that age now where I need to be making some choices and this piece of garbage is no use what so ever. They obviously don't want to help you but just make it difficult to take your pension. If any body is thinking of joining the civil service think again, the benefits have long gone with this shambles of a government.

Member portal is crap .....stuck ....slow doesnt work not sure which century it was created .....decided to phone been on hold for 1 hour 45 mins and still no one has answered the call ....Joke .

absolute joke!! since capaita took over cannot login to portal despite resetting 3 times as instructed
Trying to speak to an agent is like some dystopian game challenge designed to melt your brain
NOT FIT FOR PURPOSE

Applied for my pension in October 25. Should have been paid in January 26 but has not been. Just called to find out why they have not paid me and after 16 mins on line moved from position 47 in queue to position 45 so gave up!
If this was a business it would not survive.

15:51 I am currently on call with My CSP and have been in the queue for 4hrs 11 mins started off from number 40 in the queue and am now currently position 9. Their office hours are between 09:00 and 17:00hrs. I will be lucky if I get to speak to an advisor today. I cant use the portal as am an ex-employee from years back. The service is disheartening really.

Absolute useless organisation. The civil service isn't fit for purpose. The backbone of this nation ( allegedly ) and its broken, slow, incompetent. Always getting cut off, the phone when being put on hold, in a queue. Can never speak to a manager ?! are there any ? are they useless too ? No one is held to account. Ive been waiting 3 years for my pension transfer, shocking !!!!!

I have been waiting 4 years+ for my pension lump sum after Office for National Statistics made error in passing over my work record to myCsp. MyCsp sat on this for 4 years, just fobbing me off whenever I managed to contact them. ONS equally obfuscated and fobbed off. 2 days before myCsp handed over to Capita, they contacted me asking for tax code and bank details, which I duly sent. They then came back saying unable to pay my lump sum as they did not know how to deal with self employed (which I now am) and would have to pass onto Capita who would deal with it as a matter of urgency. Heard nothing for 2 months, so rang. Eventually got through to find the useless employees that were myCsp have transferred to Capita so exactly the same incompetence and the same fob offs. This is criminal, withholding the pension that I have worked for. I asked to speak to manager and was told I could not. I had asked for assistance from my MP but that did not bring about any results ( other than his office destroying my original paperwork)! Useless all round with seemingly no redress. Useless because they know they can get away with it!

I had to fight to get lump sum as they wanted to reduce it at the last minute. Now having to contact my MP as they have not paid my monthly pension yet (now 2 months outstanding). Mycsp has been outsourced to Capita who when contacted never know anything, cannot answer any questions and never respond to emails, letters or their own portal. If I could remove the one star I would. Shocking treatment of people who have paid money and cannot get their pension.

No statement for years, never contacted to advise Capita Hartshead were no longer administrators, tried to sign up on website 3 times it kept timing out, eventuallly signed up but got an account locked message please contact us message. Tried calling and on hold for 3 hours before giving up, they must have just 1 person on the phones as the queue went down really slow like 3 per hour.

Unable to get any response from them, on hold for 2 Hrs plus 2 times, mobile phone cuts off after 2 hours. No response from online emails. Cannot contact Liverpool as the phone system is broken. This is absolutely appalling and someone should be held accountable for this amazing screw-up. I have been now on hold for 1 1/2 hours at position 1 and not moved for this time.

Have been trying to get a small deferred pension for 7 years service at GCHQ from 1990 to 1997 since December 2022...still waiting

Would give them 0 if possible. Been trying to access my deferred pension for over 3 months now. No response to inc tickets placed through portal, multiple times cut off the phone whilst in the que...you can tell by the length of time it takes for the que to drop by 1 thats there's probably only 1 person dealing with phone enquiries maybe two at best ? On 1 occasion cut off at 12.30pm, what does that tell you !! Absolute disgrace, incredibly stressful and completely unacceptable level of service for anyone planning to retire now or in the very near future.

Gave notice 9 months before retirement. Provisional offer sent 13 Sept 25. Retired 30 Nov. No pension received. Capita not fit for purpose. How are people expected to survive without income? If you are thinking of retiring I suggest you hold off until this mess is sorted out.

Problems with website: New Website since 25/11/25. Unable to register: Secure number received by email, once entered it redirects to home page on most occasions, then locks out through too many attempts. If customer page appears, it has no information. Contact info on complaint procedure goes round in circles to no effect. No response from 2 query emails in 5 days. Telephone contact - left hanging on for so long that I gave up! Absolutely terrible. I am now unable to find out any information about my pension.

If I could give Zero stars I would.
Capita are simply terrible. They take an age to answer the phone (I rang last week at 08:30, there were 24 people in front of me. It took over 2 hours to get to me) Even when they answer they give you no useful information. My question was simple "when are you paying me" they wouldn't even commit to a rough estimation.
They say the fastest way to get results is to use the 'secure portal', which they completely ignore. I've raise many case and they haven't eve acknowledged the queries.
I was due to receive pension in December, it's now the end of January and they still have given me no idea if/when they are going to pay up.

Their service terrible I have been trying to get my account unlocked for 6 weeks
Absolute crap!!!!
Sent email no answer back!!!
I can’t even access my portal
Sort my pension out for 60 birthday this April

I tried 8 different times.
Each time been on the phone awaiting for between 6 and 3 hours.

Only one conclusion: your government hates you. Disfunctional website. No one answering calls. 4 hour wait times. Meanwhile, people struggling without a retirement income and no one really gives a crap…do they.