Civilservicepensionscheme Avis 

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.

Why did they change from ok system to one that is awful. It has no information. No proper app. Rubbish. I hope we are not paying for this rubbish.

If i could give 0 stars i would. ABSOLUTELY SHOCKING AND ABYSMAL! One of the worst experiences of my life trying to deal with this shower of amateurs!
Called loads and never able to get through. Was told I was 29th in queue. 2 hrs later, still on hold only to be cut off by some idiot on other end. Disgraceful that this lot are who you have to call to get your pension sorted out.
Government needs to listen to complaints and sack this joke of a company off! Never had such a stressful and frustrating experience in my life!!!! You're a disgrace Capita!!!!

Absolutely shocking trying to get through. Currently I have been on hold for 50 minutes only moving six places in the queue. Terrible way to be treated when trying to get what you are owed.

I have spent 8 months emailing the civil service in order to get my pension sorted. They response time is diabolical often taking 2 months or more to get an email reply and the information I get is conflicting. The email box is now discontinued and now I'm in the process of ringing them. I am No 28 in the queue, this is disgraceful. How can a company actually operate like this, it is beyond useless. Someone needs to be responsible for this fiasco!

To 'award' the Civil Service Pension Scheme even a single star is too much. I have spent 2 days solid attempting to speak to a human owing the urgency of my position. On the phone lines you are cut off at the 2 hour mark rather than being allowed to progress to an operator regardless of queue position which is unacceptable. Perhaps Capita/CSP do not want to speak to anyone? The portal which did not migrate any of my information from the previous provider, MyCSP, asked me to repopulate all of my contacts information and set up a new account. This is a cheaper way of populating the new portal rather than doing it on behalf of users. The portal also did not retain any evidence of previous communication regarding my pension which is unacceptable. Unfortunately when I sent my pension application to MyCSP in July 2025 to Liverpool, I was unaware of the impending transfer of this 'service' to Capita on December 1st 2025 and have not been paid either my lump sum or my first pension payment on my birthday (Jan 11th 2026) when I turned 60 as per protocol. I am now worried that Capita/CSP have lost my application. I am no longer working, so this now has become pressing and I do not expect a timely response or fast tracked application any time soon. I am absolutely disgusted by this terrible service and question why the provision was changed and what is being done to turn it around.

Second review , Managed to register sent two emails to ask a question had absolutely nothing back . I swear nobody actually works here . Am also still waiting for my remedy McCloud letter and am really concerned I will never receive it and have no one to go too .

My wife applied for her pension at the beginning of Nov. '25.
The online portal doesn't work..at all.
We tried phoning on a couple of occasions but were number 72 in the queue and the phone batteries ran out !
Finally today 12th Jan, I started early on my mobile phone. Number 53.
3 hours later I was jubilant to be number 2...! And by 3hrs 20mins we were through to a person.
Unfortunately she didn't know much, except there is a huge backlog and they are dealing with bereavements first..!?
After 8 minutes of getting nowhere we were advised to call back in March and my wife might get her pension September...ish . What utter crap.

Intending to retire Summer 2026 and there is absolutely no information available. Struggled to register, eventually managed after going round in circles to find no information other than my beneficiary. Nothing. Even basic, general information links about the pension schemes don't work. Secure messages aren't responded to and you are automatically cut off from telephone queues after waiting 2 hours. There were concerns raised that Capita were not ready to take over, they insisted that they were. I am not at all confident that my pension will be paid on time or that it will be correct.

This company is a complete joke. They have still not paid my mum her widows pension nearly eight months after my father passed away. Waiting time to speak to someone on the phone is over one hour, they make excuses every time you speak to them, saying that they have not received relevant paperwork when it has been sent by recorded delivery to them on several occasions. A different response every time you do get to speak to someone. Asked to speak to the bereavement team today and was told that they do not deal with people over the telephone in the bereavement department. My father has worked all of his life and has paid into this scheme it is disgusting. I have no choice but to contact my solicitor and to proceed with legal action. I really hope that no other members have to go through the same nightmare as I have. No point in emailing as they promise to deal with your complaint and then nothing is ever done. I have written to NARPO to make them aware of this and hopefully other hardworking police officers will look into whether they should continue with this joke of a company.

January 2025 - Waited 50 minutes for call to be answereed then cut off. Waited 3 hours for call to be answere then cut off. Currently have waited 1hr 25 and moved from position 21 to 11 in queue in that time. Message advises to use the portal but upon trying to register on the new system it comes up with password error and says to contact them.... HOW ?

Capita inherited a leaky old ship at the start of Dec 25. Instead of buying a new seaworthy vessel lead by an experienced & respected skipper, they just patched up the old hulk & brought in Capt Pugwash to lead the same old motley crew. Now we have a crisis which neither the Cabinet office on behalf of the Govt nor Capita will admit to. As US President JFK once said 'Victory has a 1000 fathers but defeat is an orphan'. From my own experience Capita have not being straight with me & at times obstructive. For example they employ about 40 front line staff who are supposed to start at 8am, although many work at home. By 9am there is a huge queue of people on the line, because clearly many staff have not manned the phones in the golden hour. Eventually getting through, front line staff want to know chapter & verse about me, but only provide their first names. Why should I trust anyone in business who withholds their full name, are they hiding something? On 7/1/26. I phoned 0300 123 6666 just after the 8 o'clock pips only to receive message 'our phone lines are now closed'. They are supposed to open bang on 8am, so what is going on? Phoned again at 11:30am & find myself 91st in line so hang up. Scottish author Robert Louis Stevenson once said 'The cruelest lies are often told in silence'. Capita are happy to trouser millions of pounds from the tax payer, but run the service on a wing & a prayer. Their website states 'Customer first, always. We prioritise our customers in everything we do, working hard to exceed their expectations with exceptional service'. Total BS. I find Capita both unprofessional & untrustworthy until they prove to me by their actions that they are not.

As a software developer of 40 years, I can only assess this site (And those who developed/maintain and manage it) as Utterly Useless !!!

They should be held accountable and DeSexed to prevent any more moronic offspring.

Is nobody in Government going to prosecute these people for wasting good honest peoples time and well earned pensions?

Absolutely shocking service - worst I have ever come across.
The good:
Nothing

The bad:
Awful website - not fit for release, does not appear to have been tested for functionality
Contact centre - joined the queue multiple times over the past weeks always at a position between 90 and 130. This would not be too bad if they actually answered calls and progressed through the queue, but they appear to be dealing with only 30 calls an hour meaning that after 2 hours - when they automatically hang up on you - you are still nowhere near being answered.
"Contact us" button does not work - can only assume this is to stop being bombarded by irate users.
Secure messages are not answered.
When a case is raised it is supposed to be responded to within 10 working days - this is not happening.

Overall the level of service is dire - remember these people are being paid >£200m to run this - this is OUR money being wasted...

The Capita website is absolutely useless. I cannot establish how much my pension is currently worth. They actually seem to be worse than MyCSP - I hadn't thought that was possible until now.

Its taken some time to be able to log-in at all. Having finally done that I get an error message advising of a broken link when I attempt to access retirement planning tools.

This is completely unacceptable. I am not much more than a year from retirement and need to know where I stand. If I retire next year I am not confident that the scheme will actually pay me in anything resembly a timely manner so feel that I will have to keep savings availble to just to live.

I would give zero stars if I could. The Cabinet Office should stop trying to outsource management of the scheme and take back the administration.

Waited 11 days for the promised response- didn't happen.
Telephoned today - position 11 at 10am, position 5 at 12:10 Stayed at 5 till I gave up at 1:30pm. After reading the reviews I doubt they would have sorted my query.

No. 47 in the telephone queue & that is after 3 hours on the phone
I’m sure I had a 5min time limit to speak to someone when working in the DWP

Horrific. Clunky registration. I now have no details on my pension, benefits, not even a plan / reference number. Criminal that this site was permitted to go live in such a pathetic state. Shame on you.

Just noticed that my pension has not yet been paid. Noticed that everything had changed re the portal so I went thru the bollox that is re-registering once again. Despite numerous attempts to gain access after completing the required steps, username and password and leaving everything for in excess of 15 mins I still get 'not recognised'....Being the eternal optimist I thought I'd ring up and query, this was followed by " you are now 68 in the queue, you are now 67 in the queue....
Now stay with me whilst search the ether for an appropriate response....ah yes..here it is.."Utter Shite".

Shocking that these people are looking after our future incomes. Multiple failures. They messed up my additional contributions, twice. Said they didn't provide a Pension Saving Statement and that I should work it out from my payslips. Told a colleague they couldn't answer his question and asked if he could ask someone at work so he asked me. I wish I was making this up, it beggars belief. 0 stars.