Retired civil servants have been left facing “unacceptable” delays in receiving their pension payments after management of the employer’s pension scheme was transferred to a new administration last month.
Unions representing civil servants say they have received hundreds of complaints from former public sector staff who have faced issues getting hold of their money or contacting the scheme’s administrators.
Control of the scheme’s administration switched to Capita last month after the previous company behind it – MyCSP – came under fire for poor service.
Capita says it is working hard to clear the backlog in issues left by MyCSP, but The i Paper has heard from multiple ex-civil servants who have been left unable to access their pensions and have faced difficulties contacting Capita.
Issues range from people not receiving their monthly pension payments to others not being able to get through to Capita to find out basic information about their plan.
The FDA, the union that represents senior civil servants, said members were having to put their lives “on hold” as they waited for payments, and that it had received hundreds of complaints from those being affected by issues.
Adrian Prandle, assistant general secretary for the FDA, said complaints included those who were “without clarity on what their pension will be or when it will be paid.”
He added: “This is unacceptable. To make life-changing decisions about retirement or leaving the civil service relies on accurate and timely information from the pension administrator. Our members cannot expect to put their lives on hold any longer.”
He said the union was in contact with the Cabinet Office – the department at the centre of the Government – pressing for rapid improvement from Capita.
‘This should never have happened’
Richard James, has not had any pension payments paid to him despite retiring in November 2025.Richard James, a former lieutenant colonel who moved to the civil service 12 years ago, is one of those facing delays.
James served in the army for more than 36 years before moving over to the civil service, working for the defence training estate. Since retiring on 21 November last year, he has not received any of his monthly pension payments.
After his retirement, James made multiple attempts to contact Capita and says he only got through after he waited two hours on the phone.
According to James, the delays have caused him financial inconvenience, stress and uncertainty, so much so, the retiree has lodged a complaint with the Financial Ombudsman Service, which adjudicates on complaints relating to pensions, and can order providers to issue compensation.
He said: “I am surprised and deeply disappointed by how the Government has handled the handover of civil service pensions to Capita.
“The transition appears poorly managed, leaving pensioners facing delays, confusion and a lack of accountability. This should never have happened with something as fundamental as people’s retirement income.”
“When I finally got through, I was told [Capita] do not have my records and that the matter sits with ‘back-office staff’ whom they claim to be unable to contact,” James explained.
He also submitted complaints which he says have gone unanswered and has contacted his former employer who stated the matter was “out of their hands”.
Former pensions minister Sir Steve Webb, now at partner at LCP, said that delays to members receiving pensions were “unacceptable and distressing”.
He said that given the previous administrator experienced service problems, it was not surprising the same was continuing following the transfer.
“Simply switching the administration of a huge pension scheme would be a big disruption at the best of times and could lead to delays,” he explained.
A report last summer from the National Audit Office (NAO), when the scheme was run by MyCSP, found that the Cabinet Office should improve customer experience for retirees.
It found that alongside a rise in complaints, over the last two years, MyCSP failed to answer calls within expected timeframes.
Capita took over the scheme in December, but in the transition period there were several issues with the company missing milestones, which led to the Cabinet Office withholding £9.6m in transition payments.
The Cabinet Office told the i Paper it had been assured by Capita that it was rolling out fixes to meet the demands of members and employers.
It added: “This remains a complex programme, and the Cabinet Office will continue in close partnership with Capita to ensure its success.”
The i Paper understands the Cabinet Office has strengthened controls over the pension scheme to ensure members and employees get a better service.
A spokesperson for Capita said: “Due to the significant backlog inherited from the last provider, we have experienced several times the normal volume of contacts since launch.
“Capita has over 500 full-time employees working to deliver the civil service pension scheme, an increase of 50 per cent on the previous provider. The team is doing everything we can to clear this backlog. Since the start of December, payments of over £600m have been made.”
MyCSP has been contacted for comment.
Your next read
square MONEYI’m on PIP and borrow from my mum, 90. I’ve spent a lot of my adult life in poverty
square PROPERTY AND MORTGAGESWe were hit by a £10,000-a-year mortgage rise – it was like a tidal wave
square PROPERTY AND MORTGAGES Money ClinicMy mum, 95, needs money for care – can we release cash from her properties?
square SAVING AND BANKINGI’m 30 and have under £1,000 saved – unexpected bills make me panic
How does the civil service pension scheme work?
The civil service pension scheme is a defined benefit (DB) scheme, meaning employees build a guaranteed yearly income based on their salary and service.
Some employees are also entitled to lump sums when their retire.
The scheme has been called a “gold-plated” pension scheme because of its generosity compared to the typical schemes seen in the private sector.
Recent reports suggest that nearly 7,000 ex-staff get over £50,000 a year from the scheme.
Have you been affected?
Have you experienced delays with accessing your pension or have you been unable to get through to Capita?
Get in touch: alina.khan@theipaper.com
Hence then, the article about retired civil servants left in pension limbo with payments delayed for weeks was published today ( ) and is available on inews ( Middle East ) The editorial team at PressBee has edited and verified it, and it may have been modified, fully republished, or quoted. You can read and follow the updates of this news or article from its original source.
Read More Details
Finally We wish PressBee provided you with enough information of ( Retired civil servants left in pension limbo with payments delayed for weeks )
Also on site :
- commercetools Kicks Off NRF 2026 - including Updates on Stripe ACS, AI Hub, and Helping Enterprises Stay Discoverable and Shoppable in Agentic Commerce
- Iran protests live: US rhetoric rises as Tehran announces 3-day mourning
- RoboChallenge's Top-Ranked Embodied AI Model Goes Open Source, Challenging Clean Data Collection Paradigm