Civilservicepensionscheme Avis 

I would give 0 stars. Difficulty logging in, when in site it doesn't load doc you want. It's absolute rubbish. Been trying a month to look at pension pay slip (don't post) no chance just a spinning circle. Emailed them on 07/12/25 its now 29/12/25 still no reply. Shambles!!

I don’t even know how this company is still running because I haven’t seen one single good review.. I was advised I’d get a refund of my contributions to my pension after opting out in September 2025 and had nothing since sending my forms back in October 2025. Everyone you speak to on the phone doesn’t want to help and cannot provide updates and the whole service is just overall shocking. I was promised my refund would be processed before Christmas but this has not happened and I’m sick of waiting in call queues for over an hour to speak to someone who generally ends up being useless at updates anyway.

New website has none of my details uploaded. Except the nominations and it comes up with an error message when I try to change those. It is horrific to read here people haven't been paid their pension.

What an absolute shambles. After trying for over a week to register I still cannot get the information I need constantly states information unavailable. Why was this company given the contract, the previous system on the whole worked quite well and was easy to navigate. The system just doesn’t work

I took early retirement this year with a view to claiming my pension in December 2025 and was depending on receiving my lump sum this month. Applied for my pension at the start of August (as per timetable stated). Received a quote in September (addressed to the wrong name and with the wrong final salary!). I was advised my MyCSP to go ahead on the basis of the wrong quote to have any chance of getting a pension payment in December. That was in October - and it's the last time I have heard from them.

I wrote to them in October and heard nothing back. I called them in November and was advised the Quotation Team were looking at my case but that they could not give me a timetable for my pension starting.

In December, I filled in Capita's new on-line form to ask what is happening (surprise, surprise the target time for a response has now passed with nothing back from them). Called them in December (like others, waiting in a call queue for over 2 hours) only to be told they have my completed forms and letter but that they are unable to provide a timeframe for paying my pension. On one call, I was promised that a manager would give me a call back the same day - of course that never happened either.

Capita have achieved the distinction of being even worse to deal with than MyCSP. At least their portal worked.

I have asked my MP to take up the case which he has but still no progress to report. Reading all the reviews on this site leaves me with a feeling of dread. How can Capita get away with treating pensioners like this? And what is the Cabinet Office doing about it?

I am absolutely sickened by this experience.

Total scam pension provider.
Do not be fooled by Capita taking over after the last group of imbeciles ran it.
Breaking news, all that has changed is the name above the door, still employing the same useless oxygen thieves.
Been waiting for my pension payments since June 2025 and now nearing the end of December 2025.
Any other company would of sacked their useless non compliant staff.
Rejected my IDR1 and therefore I have now submitted my IDR2.
Pensions Ombudsman will not take over until IDR2 has been filed and either rejected or not dealt with.
My advice is never join the civil service or their scam corrupt pension scheme.
The staffed are failed McDonald's staff.
Now contacting my own solicitor and MP to experdite the continued lies after lies.
***DO NOT TRUST CAPITA OR CIVIL SERVICE PENSIONS***

My heart sank when I read (not notified) that Crapita now once again runs CSP? what do you expect? They lost the contract last time only to be given it back again. Bet those top civil servants in the Cabinet Office wont use this service. This is typical of how most public services in Britain are run.

Absolute rubbish! I have tried to register several times, but only get as far as the terms and conditions and no further. Capita and the Cabinet Office should be embarrassed at this appalling service.

The most disgraceful, shabby, frustrating, and unhelpful customer service experience I have ever had to endure. After waiting a few minutes shy of 2hrs and 15mins to speak to an agent, I was advised by the automaton voice on the holding line that the lines had now closed for the day and that no-one was available to take my call. Indeed, the automaton didn't even manage to get to the end of its lifeless message and simply cut me off halfway through its final word. To be treated in this way is simply not acceptable and NO-ONE seems to be accountable. The people responsible for this shambles should be made appear on a Teams session everyday (all day) to be seen to be explaining why the service is so atrocious. I have never experienced such a rubbish service (and, like all of us, I've had some contenders in the past for that accolade). And the website! Nothing to indicate that it is utter chaos that the end user is about to be cast into. I have a hearing impairment and to have to endure nearly 2hrs and 15mins of blasting horn music is stressful and exhausting. At least change the music - all of us seem to have been holding (for what!) on the phone long enough to experience at least two thirds of a Wagner opera! An utter disgrace and looks set to continue. This truly is the nadir.

I have contacted them multiple times, via various methods and never got to speak to anyone. I have married and wish to change my name and claim my pension.

I uploaded my marriage certificate prior to Sept 25 as per the details on the portal. Months later, my name had still not been changed. I contacted them, several times. I finally got a reply mid Nov 25 saying they couldnt find my certificate and to upload it via the portal.........that is what I had done!

They said to contact them if I had any further queries........I have tried......but no-one ever answers!

Then they change their portal. So I have to make another account. This account is now completely empty and shows NOTHING! It refers to me as the first letter of my first name only!

I have now been in a queue on their phone number for 1 hour 43 minutes and counting. I have gone from caller 72 to 7 and am still waiting.

This is an absolutely appalling system, zero customer service. And I am expecting them to pay me a pension, how likely is that to go smoothly?!

UPDATE:

After waiting 2 hours - to pass security I had to give them the month and year I joined the pension, which was over 40 years ago. I have no idea. The old portal held that info because it took me weeks to find it to be able to set up an account. To then be asked for it on the phone, after a 2 hours wait, listening to music that made me want to hang up, when I am leaving work due to ill health was abhorrent.

They couldnt help me. They told me to fill out a form and that it takes 4 months to get your pension. Why didnt the person who sent me the email in November tell me that?!

SHOCKING, PAINFUL, DAMAGING.

Still haven't received my pension ( due October 2025) and I just don't know what to do any more. I have tried calling, emailing, writing letters marked urgent which have all been ignored. I have tried to make an in person appointment to see if that would help. Ignored again. I keep being told that my details haven't been transferred to their new system yet and I cannot access the portal. Can anyone help? Is anyone else in this situation?

Absolute joke of a service. Though service is last thing they provide. raised an IDR1 in july. streams of e mails trying to get a response with no result.

Incompetent intransigent and obstructive are about the most polite words can use to describe them. Seem to think they are above criticism or sanction no matter how bad they are and given the number of negative reviews on here yet they still in place would indicate they are right.

whole service needs root and branch review and clear out.

Absolute rubbish, you cannot see a simple view of your pension , everything is a calculator, whoever signed this off as fit for purpose needs to move on

Hands up if you're surprised that Capita has dropped the ball.....for the umpteenth time! Re-registered on the new site at the beginning of Dec 25 but couldn't log in; the system said it had e-mailed me a 6-digit number, but nothing was received. Tried calling but was number 46 in the queue and the interminable, insincere, automated message and abysmal hold music (5 seconds of same bit, repeated over and over again) meant I either had to hang up or open my veins!!!!! Just tried to log in again, but had exactly the same experience, although I was 58 in the queue this time. It has my e-mail address as it sent me a username reminder message, but it won't send the 6-digit code. I raised an issue ticket via their online system, which it said was sent successfully, but no confirmation e-mail! They state that they aim to respond within 2 days but if I haven't heard anything by 20 days to resend the query. I guess we all know how this is going to turn out!! Why is it that everything Capita do turns to rat poop???

i would have rather not given any stars at all. the service is dreadful, no answers to emails, being kept on hold for 2 hours only to be told there is no timescale for your final pension money. i now cannot go on holiday as planned, now finished work and have no money to depend on.

ABSOLUTELY APPALLING WEBSITE AFTER REGISTERING MY DETAILS AND MANY ATTEMPTS TO GAIN ACCESS TO MY PENSION DETAILS I HAVE GAVE UP HOW ON EARTH HAVE WE COME TO THIS SO WHEN YOU RING UP THERE'S 58 IN THE QUEUE!!!

The new Civil Service Pension Portal is an absolute failure.

Right now, it is essentially useless. It provides no real information about my pension — just empty pages and links that lead nowhere. It feels like a half-finished website put online without any regard for the people who actually rely on it.

All of my previous ABS (Annual Benefit Statements) have vanished, which is completely unacceptable. Losing access to essential pension records is not a “teething issue” — it’s a serious breach of trust and competence.

At the moment, I have zero visibility of my pension, my contributions, or any projections. The portal does not perform even the most basic function it was supposed to deliver. For a system funded by public money and affecting hundreds of thousands of civil servants, this level of failure is shocking.

The portal is broken, unreliable, and nowhere near fit for purpose. This needs urgent accountability and immediate correction.

CSP hold my old pension and I'm trying to transfer my pension away from them. It's been 9 months and they're not responding to many online request and to letters Can't get through on the phone. I was position 44 on the phone and after hours I still wasn't through. Please don't use them as I'm worried I'll never get my money back.

Dreadful. It has nothing on there. The old portal had issues but at least saw your pension / retirement modeller etc. how much has this awful portal cost to build. Shocking.

If I could give no stars at all I would. I have been trying to get a response for last 6 weeks which i see from other posts is not that long in MYCSP world. The ombudsman is supposed to address poor administration and poor service but looking at comments little to nothing is being done to address members concerns and issues. Currently been waiting on phone for 43 minutes now being 68 in the cue. Tried portal it does not work, emailed three times only to be sent an automated message today saying the Email address is no longer in use, the downloadable forms for estimations do not work and are not compatible and having spoken to current and former colleagues there seems to be ongoing issues that are not being improved. Come on Capita you must do better. HM Government you really should take an interest in supporting your loyal staff. An absolute disgrace.