Capita Anmeldelser 

Would prefer not to give any stars at all. I had to wait 7 months for my pension without any income. No communication and no clear plan. They have not been prioritising older cases so they meet their kpi s which is scandalous.

I gave this a one star rating as there is no option to put no stars. They are currently in control of Civil Service pensions, I sent a request last October 2025. I now have four outstanding requests. None of them have been answered and two complaints since July 26. Again, nothing has been answered. I do not recommend this company. Call times are above an hour and they adviser that answer say they’re not able to answer your question. They will escalate it to the back office the back office never get back.

If I could, I would score CAPITA minus 10. My line manager put my intention to retire in March 2026 on system in October 2025. I retired in March 2026. I didn't get my pension quote till the end of June 2026. I returned the signed pension quote in early July 26, with ID. Weeks later I was told my ID wasn't certified [they didn't tell me it needed to be]. So I got it certified and uploaded it. It's now the end of September - 6 months have elapsed since I retired and I've heard nothing more from CAPITA, and they've not paid my pension arrears, nor the interest due. My Union has escalated my case and my MP is now involved. I wouldn't trust CAPITA to deliver a pizza.

Personally I'd give 0 Stars. They have left thousands of civil servants without lump sums and pensions, death arrears payments not paid, medically retired still waiting. Takes up to 3 hours to wait on phone and when it hit 6pm it cuts call. The portal isn't fit for purpose and when they ask you to email documents the email address don't work and they blame you. They are not fit to deal with this contract

I am a Co-Executor of an estate for a former Civil Service pensioner whose pension scheme, is ‘administered’ by Capita. The pensioner died on 5.11.2025 so 10 months ago and to date, I have no money, no apology and minimal action. An abominable experience and an awful organisation with zero customer focus!

Actually I would not award Capita anything at all, on the contrary, they should be fined for incompetence, mismanagement , no communication, the list is endless. We are waiting for a pension payout for a person who died in January. Capita couldn't even get the postcode right on the one letter from them asking for information that they already have. The government hasn't stepped in enough

Rang 3 August they stated they would send me my information nothing rang today on hold for3hrs 10min then they told me they had closed and cut me off

I am planning to retire early due to failing health and to get Ill Health Retirement you have to be literally at deaths door!

I have requested a quote and I am being fobbed off with excuse of backlogs!

Capita should have their contract cancelled they currently have a massive law case due Data Breach! I also beleive all pension holders should recieve compensation for failure to deliver!

They should not be managing peoples Pensions they are incompetent!

Both my husband and I have retired from the Civil Service at end of June. We got our quotes at the end of June and sent everything back. We are still waiting for our payments. We have both been told we have slipped through the net. After 82 years dedicated Public Service between us this is how we are treated. The Customer Service is shocking. All we are told is we have escalated it. No one can tell us when we are likely to get paid. Lots of sleepless nights waking up checking our bank account to see if it has been paid. What sort of system is that in this day and age! Capital advertise themselves as AI enabled!! What a joke!

Still waiting
Ive been trying, like many others, to get my civil service pension from Capita. I keep getting more requests for certified documents. Just when I think I've finished they send me a new request for something I've already sent to them. The requests are usually about a month apart which further delays proceedings, I think they're just trying to buy themselves some time. Absoloutely appalling as I've been ill and don't have much money and this is further adding to my stress levels. Its been months now.

Liars, liars and liars. Appalling company, no compassion towards their clients particularly over the pension fiasco. LIARS.

I've got 2 Civil Service pensions. Currently I have no up to date information on either of them since Capita took over. All the explanation I've seen from Capita is that the root cause of the problem is an unanticipated backlog of emails from the previous provider. This seems to be an insufficient explanation for the technical failure. It looks instead they've gone live with an inadequate technical solution. Either it doesn't have the capacity or it has the capacity but it doesn't work. I've a feeling it's the latter. They've produced a system and implemented it and it doesn't accurately produce the information required of it. Hence no one can access their pension data. Which is interesting because in all my long experience of working on IT projects I've never encountered an organisation so psychopathically stupid as to put an IT system into production which has not successfully passed through a route to live process which validates that it actually works. Also to do that whilst simultaneously not having an option to roll-back to the previous working system is clown show stupid. So either Capita are so cognitvely dysfunctional that they need their entire executive team committed or we have the dead hand of the Treasury and incompetent Civil Servants pushing through a half understood solution because it made somebody's spreadsheet balance for a particular financial quarter.
We'e going to need to find better government Project Managers and better contract lawyers because this would never been allowed to happen in the Private Sector.

Everything about Capita represents the very worst of contemporary corporates: underprice contract bids then adjust them later when you've got the government over a barrel; staff important programmes with untrained & underpaid teams; refuse to give a damn when people -sometimes now in the tens of thousands - suffer directly because of your incompetence and lack of basic ethics - but yeah hope that everything will somehow go away and you keep your fat profits by sticking up a website with AI generated stuff about values and your 'amazing integrated AI platforms', when you can't even design a basic portal. Despicable company - and I can't wait to see your executive team personally ruined and their no doubt grubby emails all over the press.

Track record of incompetence for years. How do they keep getting contracts?
Nine months waiting for a pension.

Currently sat on hold for over an hour on the pension phone line. Keep being told to use the portal, which doesn't work. I can't express how awful I think Capita is. Sadly, they have my pension, so I am stuck with them.

Members Portal contains virtually no useful information. I have not been able to access any information about my pension since it was moved to Capita about 18 months ago. The Chat function contains out of date information and repeatedly cuts me off. No one responds to emails. Customer service is just dreadful

Capita must be the worse company on the planet. Why the government’s contracted out the civil service pensions to this company with such a terrible reputation. Accessing the civil service portal is impossible and accessing pension details The backlog in civil service pension payouts is disgraceful. Very concerning. It is over 9 months and still they have failed to resolve.

Can’t give 0 so have to give 1. Capita keep on asking for documents and proofs of id I have already uploaded. The situation is farcical at best

My mother died in early December 2025. Eight months later I am still trying to get them to send a P45 to HMRC so I can conclude her affairs. My MP has been to several meetings with them. They fail to meet every deadline they commit to. Every phone call, I am told another couple of weeks. I am the executor of her will and this is the only single thing holding everything up. A five minute piece of work, which they can’t be bothered to do. Capita is appalling. And despite all their profit, the likes of you and I will get no compensation for the ordeal they are putting us through.

Like many others here an absolutely appalling handling of my Civil Service Pension by this company.

I applied in June 2025, everything was going really well right up until Capita took over, then it went into a horrible mess.

I live in Canada and spent hours trying to get through to a human, very expensive long distance calls but they couldn't care less.

After a year I finally did start to receive money, but had to write to my MP to embarrass the company into actually doing something.

I still cannot register on their so-called portal. They promised issues would be fixed by 8 December 2025, its now 21 August 2026. Implementing such a workflow is not brain surgery yet Capita can't even manage that. Whenever I call or do live chat with staff all they do is use the same copy/paste phrases ie "we are aware of the issues", "don't have an estimated fix", "keep trying".

Their contact form does not work on their website ie most recently saying "mis-match" errors.

I have only ever received two letters from them but these are sent out via a batch processing company in Sweden which take 2 months to get to me. Post normally takes 10 days from UK to Canada.

So, among the many failures, missed deadlines, lies to parliament, letting down and disrespecting seniors, this company is a complete an utter disgrace.

If I was to suggest a way to improve then the only route I can think of is to move the whole function back in-house with the UK government. This contract should never have been awarded, Capita obviously did nothing during the lead up to going live ie broken links, no portal, didn't understand the policies, staff resigning...DISASTER!