Civilservicepensionscheme Avis 

I have been 'in dispute' with MyCSP for over a year. My experiences are very similar to other reviews I have read. When you eventually get through to the "Helpline" (oh the irony) the cheery Scousers listen to what I have to say, agree that I'm totally in the right, and tell me it'll be fixed in a couple of weeks. It never is. You can't speak to anyone who actually knows what to do - they won't let you. I've sent numerous emailed complaints - the lame responses don't seem to bear any relation to the issues I raise. My MP has intervened on my behalf three times now....it makes no difference. No one will tell me what the hell is going on. I eventually found out - again they don't
tell you - about the IDR process. I've complained through that and am now awaiting an outcome. I'm not holding my breath.

Waited an hour for an advisor. He was rude and offhand and did not help me with my enquiry and I was actually given wrong information which was very distressing.

Totally useless. Pension reduced by over 90% for no reason. Unable to give an explanation. Had a terrible experience from the outset. On a plus - took 25 minutes to get through which is a PB (it is a low bar).

The service is dreadful you can wait for over an hour for the phone to be picked up and the inability to deal with straight forward inquiries is jaw dropping.

Absolute joke - had a McCloud query and waited an hour to be told the Treasury office had a deadline of 2027 to issue a calculation - our letter from Civil Service Pensions says it needs to be resolved by mid 2026. My wife then tried to pass the phone to me for a similar query to be told I'd have to ring separately (and wait another hour). There should be minus stars for reviews - the department are not fit for purpose. Totally and utterly useless.

Terrible service don’t answer phone for over an hour no updates on portal

One hundred contacts, no answers no accurate information you just talk to a call centre who logs your complaints as general enquiries. If you insist they escalate it and that makes no difference you never speak to a person with knowledge or authority. Been ripped off by not getting information or a lump sum. Asked me for a stage 1 internal complaint form two months later still hadn’t got one. Found it online sent it by recorded delivery got a letter saying they would need at least two months. I’m considering small claims court. Pensions ombudsman will not help.

I have had no pension for May or June 2025. I have tried ringing CSP 7 times, 3 times I gave up after 40 mins. Of the other 4 times I spoke with 2 men and 2 women.
With the first call with a man I never got past the security questions, although I knew my answers to be correct. He was not interested in my story and said he would send an email which never arrived. The second and third call were taken by the 2 women. Again I never got past the security questions and the second woman said I should just keep trying until I got easier questions!
My luck got slightly better with the second man who, although I again failed the security questions explained that my pension had been suspended because I had not returned the Declaration of Entitlement form. When I said I had not received it he said quite a few had gone astray & he would email me copy. I returned the completed form and required attachments on 21/5 and asked for confirmation that had arrived. To date no reply and no pension in June. Ive resend the form and tried several times to update my details on the portal which at moment give my address as Gone Away. What a shambles of an outfit!!

Terrible, have been trying to deal with not being able to access the civil service portal since November, due to them not sorting it despite numerous emails and letters I am no further forward and will not be able to draw my pension when i planned to.

It took me 40 minutes to get through to speak to someone, then they hung up on me as soon as I explained I wanted to transfer out.

I am currently trying to access my Civil Service pension and my experience has been nothing short of excruciating. They are contracted to process your pension within 4 months; I gave them 6 months notice. I planned to retire on my birthday in April 2025 but still have not finalised my pension. I have regularly contacted them for an update, each time waiting 50-90 minutes for my call to be answered. Each time I have been faced with a cheery Liverpudlian who has read a series of excuses off a screen and been unable to help at all. Excuses I have received have included; I asked to retire in May (I didn’t - I know my own birthday); I failed to send a page of the behemoth document I had to complete (I didn’t - I took a photocopy); they need confirmation from my employer of my final wages (nonsense - they had this confirmation before they gave me my original quote). I am so utterly frustrated. Unfortunately there is no option but to deal with this shower of coprolite as they are the single point of contact for CS pensions. Now I have to write to my MP.

I have tried to change my address and phone number on line, the site is useless. Spent 45mins inputting details 4 times but will not save either changes

Zero rate. Appalling incompetent inept and inadequate. You cannot speak to the complaints team, nor the quote team or the finalisation team and 9 promised callbacks by managers have not been received. Disgraceful abysmal and an utter failure as a customer facing service provider. I cannot put into words how much of a muck up of my pension.To describe the service as a catalogue of errors is a polite understatement.

I've been put on hold for hours on end, only to be transferred to another agent who can't help. I've never been so frustrated. Absolutely shocking service, the query is simple so its not as if its anything complex. Some serious reform required.

I am due to retire fully on 30th June - employer forwarded all paperwork needed to them on 13th February (more than the 4 months they ask for). To date 27/5 have not yet received any options paperwork from them. Tried on numerous occassions to get through them and been on hold for 40 mins before getting cut off. Have sent emails - still no response. Manager finally to get through to them 15th May - operation was being "clever" saying they need 4 months to deal with pensions until i told him they had had longer than that - when his attitude changed and he confirmed they had received on 13th Feb. i am going on holiday on 31st May for 2 weeks so unless (miracles or miracles) paperwork turns up tomorrow or thursday i will be unable to send back within the 10 days. not hopefully of receiving correct pension or lump sum when i do finish. i have now lodged a complaint (Thursday 22nd May) and they should respond in 2 working days which in light of bank holidays is today but still nothing.

Same view as others if I could give zero I would. Applied for my pension in August last year and still waiting. You phone and have to wait up to 7 hours to speak to an advisor that tells you the same thing every time, you will hear something in 10 working days. I've sent my documents 6 times, phoned over 50, sent 7 complaints but they don't even confirm they've received anything. The government needs to look into this organisation as they are non existent. I am getting into debt waiting for money I spent my life working for. So much for happy retirement.

Atrocious. On to my fourth attempt at trying to speak with someone at civil service pensions. Hold times in excess of 1hr each time I've tried calling.

I emailed through the Change of Details form to update bank details; you would think if anything was amiss they would reply promptly - think again! You have to chase to find out what is going on (private messages to their X account proved fruitful).

Perversely, no one had the good sense to direct me to the online "members forms" page where you can submit the same request electronically! Beggars belief. If you login to your pension portal account there is NO information or link there on using this online form - this is self-evidently a place where it needs to be.

There is also, apparently, a cut-off date for a bank change (again you will NOT find information about this date on the form) which they can't override. So much for their software! Inferentially it may be the 20th of the month, approximately, from my own experience but it would be helpful to know definitively.

Surely with some minor tweaks in the web portal they could solve most of these issues.

Completely incompetent AVOID

This is not a service it is a disgrace You cant get a response from the portal form or by email or by telephone. Are there actually people employed in this area ? I have had a problem for over a month now trying to access the portal Next step might be to go to Liverpool in person. So so frustrating
shame I had to give one star there should be a no star option