Civilservicepensionscheme Avis 

This service is considerably worse than the one it was intended to replace. I'm rapidly approaching retirement age and I cannot get my hands on my pension information. This is absolutely NOT OKAY. I've just used the HMRC website and it's seamless - so why is this so poor?

The Civil Service Pension scheme website is a complete shambles. After apparently improving the site they require you to log into a new account.
After much difficulty I finally managed to create the new log in details. However, when I tried to nominate a beneficiary (because the old details had been erased, with no notice to myself) it continually stalls with a notice stating they are having problems with the connection.
The system is not fit for purpose and I can only assume that, once again, the Government have purchased, yet another sub standard system.

Hopeless Labour govt,the new portal is so inaccurate,calculator does not do the job latest details have not been updated and above all the earlier system was better as we had the chance to decide how much lump sum and monthly pension we need as the retirement modeller was the best,I am still waiting for my McCloud Judgement monies,they have still not got back to me stating since I have taken partial retirement it’s difficult and time consuming for them to calculate

Unbelievably bad.
The old portal at least had my pension in.
The new Portal just has nothing. It also shows me as a deferred member. Despite rejoining the scheme in Sept-25.

So I have been trying to take my pension from October. Contacted them in the summer . Still waiting like everyone else on here. There is literally no comeback it could not be worse if they tried to design it. This is our money we are entitled to - literally nothing right mycsp took over from capita and now they are back to capita - I had 7 pensions all sorted except for this I am literally at my wits end tried everything complaints, phone calls, emails, online form and post - I have run out of options . I think they want us to just give up

The new pension portal has been a disaster, can't even find my pension, no information avaiable,
Worse than useles

Everything went wrong. The IT provider or the company running the website and Portal do not seem to be competent enough. I tried to nominate my wife as my pension beneficiary, but no matter how many times I tried, the system would not allow me to go beyond the postcode which was described as "invalid". I am afraid that the Civil Service pensioners in Scotland deserve better. The whole experience was very frustrating.

I only gave this 4 stars due to the long wait to get through. When I did speak to Sharon (SB55), she could not have been more helpful. Friendly, understanding, She put me at my ease and answered all my questions and more.

Sharon - you are a star!

The old website was a bit clunky, but it gave you everything you needed in a nutshell and enabled you to undertake some forecasting using the modellers. At the very least you understood how your pension was faring.

The new website is next to useless as the information it holds is basic and inaccurate.

For example, it says I do not have any beneficiaries. When you go to update it, the website does not recognise any UK postcode so you are unable to update this information. When you write to complain you have to go through a complex series of links to eventually get to the right place and then you're told your query will take up to ten days to respond to.

It's really, really, poor and creates anxiety when you cannot access information that is rightfully yours.

It makes you wonder who, if anyone, did any quality assurance before letting the site go live. Everything that was good about the old platform has been lost, without considering the impact on members.

Just resigned from HMPPS and want to claim my pension next April. Nothing on the brand new portal works, the old one was 100 times better. Nothing loads and when you ring, theres never an answer. Rang three times today and on hold for 45 mins,1 hour and ten minutes and both times was just hung up on. There must be some kind of law against this ineptness.

Portal broken, completely useless.

That this clown MyCSP organisation hasn't even claimed their page says it all. They could not give a stuff about pensioners.
Been on hold today for 1hr29mins after eventually managing to join a queue at all. Then it announced that i hadn't given a phone number and hung up. Absolutely shocking. Then the website itself - when it finally loaded - wouldn't accept my previous credentials and when trying to re-register I had to do so with a one time passcode that lasted for 5minutes but the email took over five minutes to arrive so the code had expired before arriving. An endless cycle of uselessness - as is MyCSP.

Absolutely disgusting, useless people running a clown show.

Been in financial hardship for a while so decided to draw pension early and take a reduced monthly amount. As emails are simply ignored, sat in a queue on phone for an average of 1hour 20 mins each time and despite being assured that hardship requests will be prioritised, the weeks roll by with no pension or even any correspondence- absolute shocking service

I retired from the civil service over seven months ago and in that time I have had no replies to my E-mails, no one answers the telephone, I have also filled in a complaint form guess what no answer. Now can not even get on their web site. The most important point is I am still waiting for my pension. I did not think I would have to use my savings so early in my retirement. Seeing this web site shows at least I am not the only one in this worrying and anxiety situation. Can we sue for mental damages?

My mother was a CSP scheme member and died unexpectedly earlier this year; we submitted a claim for her death benefit in June, in order to settle her finances. 5 months, dozens of phone calls and many many telephone escalations later, after a wrong settlement amount which was missing £40,000, and now a week long blackout while a new system is installed and no work whatsoever can be completed, we're still waiting. The staff are almost always disinterested, unable to answer questions and wholly unsympathetic to a bereavement. Updates differ depending who you speak to; it's clear nobody really knows what's happening. There is no connection to the people doing the actual work other than the escalation process when original SLAs are unmet (which is at every stage, even when the SLA is twenty or thirty days!). Escalations themselves take 5 working days and often still do not lead to any outcome or update, prompting further calls. My initial optimism that care and attention would be given to cases such as these - allegedly this is the ENHANCED service for bereavement! - was slowly crushed and replaced by a relentless need to chase and chase otherwise no progress would be made at all. I was invited to submit a complaint but even that requires requesting and posting a two stage form for two responses before recourse to the ombudsman is possible. A little sympathy would have gone a long way but the people answering the phone seem exasperated that you should be bothering them, especially when the phone message tells you the system is down for a week (it also tells you bereavement cases are still being worked guys). A truly truly miserable experience at the worst time in your life, and still more to come (can't wait to see how well the new system works!) Be warned.

6 months later - and still they've done absolutely nothing, not replied or responded to anything at all including formal complaints.

Awful - as complicated as can be imagined - unhelpful just doesn't touch it. They take weeks to answer emails and their responses are useless. You can loose half your life waiting for them never to answer the phone.

I made 3 formal complaints, they have literally ignored all of them.

As a civil servant, you've no choice, which is probably why they are so thoroughly useless.

Like many other reviews, I’ve been trying to get into the civil service pensions portal for the past 3.5 years. It says I have an Authenticator on my account (which isn’t linked) so I can’t get into it. Plus they are getting rid of all annual benefit statements from December but I doubt I’ll get on it in time. I’ve spent hours on hold, send emails that have been ignored, filled the forms in on their website. They didn’t even process my pension transfer in time. Does anyone actually work here?

The Civil Service Pension contact system is an abdolute joke! Kept on the phone for 17 minutes 40 seconds and still didn't speak to that 2 legged creature - A Human Being!
Press 1, Press 2, Press 3 for 4 minutes! All I wanted to do was update bank information. The most frustrating experience EVER! The entire government system needs a full overhaul. If I could have given a minus 10 ☆ it wouldn't have been enough.....ABSOLUTE RUBBISH!!!

Having provided the bereavement team with all the information specified within their own forms, I have received 2 separate communications from their bereavement team that is contradictory and useless. You can't get hold of the team to seek clarification!

How I wish there was a zero stars option . Been waiting almost a year to release payment on my deceased Brother's account. A welterof inefficiency, lost paperwork,employees spoken to who then vanish without a trace, zero communication and they finally blame their industrial action . If they are wanting better pay or conditions I have to say they are probably already getting more than they deserve. Finally today I shamed a new employee into escalating things. We'll see.