Capita Anmeldelser 

Disgusting company….would rate it zero if I could

Dreadful handling of my civil service pension claim. Won't give all the details but suffice to say I have had no pension or lump sum payment SIX MONTHS after retiring. Three times it has taken over 2 hours to get through to their call handlers who make excuses , give an apology and promise to "escalate" your claim which has absolutely no effect. Capita couldn't run a bath never mind a pension scheme.

I've been trying since last November to register on the CSPS portal. I have spoken to the helpline twice today to be told: -
A) Don't try to register on your work device and
B) (when trying on my personal laptop) nothing of any value whatsoever.
On the plus side....I did get through to an agent fairly quickly on both calls only to receive absolutely bog all in the way of a solution to 'some of my details not matching'.
The FCA and Pensions Regulator seriously need to be investigating as Capita's service is not fit for purpose.
They make South East Water look competent!

Awful Company, no customer service at all. Their helpline staff are just fed scripts by Capita management, those scripts are just lies. Been waiting 12 months for Crapita to pay my civil service pension. They lied and said they emailed a quote to me in April, they didn't. Hundreds were lied to. They continue to lie to thousands of others. 17000 waiting on late quotes. The senior management team should be in a Court! Crapita, setting a new low every day.

Worst company ever, owed pension after my wife passed away, now 10 months, no communication, evasive when I call for update, constantly lie when challenged, regularly say will be paid next week and then nothing happens. I have written to Prime Ministers office, Cabinet office and my MP. Prime Ministers office brush off, not their department, Cabinet office one letter received back basically saying can’t do anything, MP received reply saying wait your turn, she is still trying. Fail to understand after all of their previous failed contracts how the government allowed to take this contract. Meanwhile the shareholders and executives award themselves huge dividends, bonuses and pay rises. If possible have nothing to do with this awful company.
If I could I would award zero stars, but the way this is set up you have to give one as a minimum. Disgusted.t

First contacted in January to say retiring in May. Over 3 months in and not a peep from them. No pension to live on.... Someone needs to do something about this fiasco.

One star because I could not give zero.
Capita took over the Civil.Service Pension Scheme on 1 December. At that point I had already asked for my quote to be corrected. It took more than SIX months for Capita to do that - leaving me without any pension income for 42 weeks - arrears of over £25,000. Meanwhile my living expenses continued and I had to borrow money to pay the bills.

There is a number you can call if you are in hardship but, if you can get through, they merely listen while you cry down the phone. They promise to escalate the case. Nothing changes.

Despite their communications to us and to MPs which talk about a hardship loan scheme, Capita do not in fact provide one. The optics make them sound good but the reality is starkly different.

Capita stop a deceased person's pension under the Tell Us Once scheme but do not pay the widow/widower without requiring a fresh claim a copy of the death certificate and so on and allowing the responses to fester for months in their backlog. People dealing with a bereavement now finding that the pension they relied on, and that their spouse belived they were leaving them with, is not being paid.

I have never come across a company that has so little compassion for their 'customers.'

Although I have now received payment, I still do not have a breakdown or payslips to explain what has been paid. Tax was deducted at 50%!

Their eventual replies to the many complaints I and my MP have made are just stock paragraphs about the things they claim that they are doing to improve the service generally or a repetition of information already given. They do not address the issues on my case - leaving me no further forward.

There is precious little evidence of basic administrative procedures. Vital documents are not even page numbered so folks cannot tell if what they have received was complete. And when they submit the documentation Capita bounce their case back because they have failed to return pages that were never sent.
They even spelt my name wrong on my retirement quote! And they rejected one of my original documents because it was not certified as a copy. Capita made the scan themselves and did not note that they had seen the original. Back down the queue I went once more while I sent more documents. You couldn't make it up!

And even after many months of delays Capita still insist on sending key documents by second class post!

Changes are not made to the portal once payments are in place to enable customers to access the area relating to pensions in payment.

Capita's administrative failings perpetuate the need to contact them for information. Consequently the backlogs and delays seem to be getting worse not better.

I applied for my Civil Service pension in November 2025 and as of August 2026 I have had no meaningful update from them. I have phoned several times and sent secure messages and have only had generic replies that don’t answer my question. Shockingly bad service!

Minus stars unavailable for this disgraceful shower. No accountability, senior staff telling lies to PAC, such as deferred members of CSP can get emergency loans, then not actually giving any out to to anyone who asked. I have waited over 10 months and counting for a reply to an official IDR1 complaint, which they state should be dealt with in 4 months. They paid my pension lump sum 8 months late, my monthly pension was delayed 9 months and when they eventually paid my back pay it caused me ongoing financial difficulties due to being in next FY which mean I paid additional tax on it ( if paid I. Correct tax year I would have paid 20% tax, but have had to pay 40% until the end of the FY when HMRC can then put that right, in the mean time I suffer the consequences of another Capita mess up. Finally the pension to et have paid so far is about £200 per month to low. No reply to any messages on portal, which by the way is a complete waste of time and effort.

Incompetent administration of a pension scheme has left me waiting over 6 months for a first pension payment leading to financial hardship. Communication is almost non-existent; the one letter I received requested I called them (65min wait) just so I could provide a phone number. Call wait time has been 100 minutes to be told no update on my case can be provided. Absolutely abysmal service which should be categorised as maladministration.

Having waited since March 2026 for my retirement quote having worked for 48 years and Capita cannot give a timescale of when I will receive it, if I could give zero stars I would have. So far they have failed to meet three targets which they set themselves. There are currently 17,140 quotes outstanding for so called ordinary retirements , and thousands of bereavement cases on top of this.
It’s truly disgusting!
The fact that the lowest rating we can give is 1 Star and Capita receive 1.1 out of 5, I’m assuming they should only be rated as 0.1 out of 5.

Not fit for purpose in running the Civil Service Pension Fund. Constantly losing paperwork, providing misleading information, breaking promises, horrendous customer service, wrong calculations, missing payments. Their 'member portal' looks like a schoolkid designed it and is completely useless. I've waited months for my pension quote and they've marked my request as resolved with no quote provided or any contact whatsoever. I've heard of members who retired due to terminal illness who have died waiting to be paid. It's a national scandal.

Abysmal service. I notified my intention to retire in May 25. I retired at the end of January 26 and I have heard absolutely nothing. To be fair, the call handlers have been polite, but they do not have access to the system to tell you what the issues are. It is impossible to speak with anyone in the back office and every milestone suggested has passed with deafening silence. No response to complaints either. I have no idea when I will see any money or why cases are not dealt with in chronological order. The government should not have awarded the contract to Capita given their appalling track record. People are suffering as a result of their incompetence.

The Maladministration of my late mother's pension has been extremely distressing. Having been given incorrect information and even having them try and block me from pursuing the complaints procedure which was taken on advice of the Ombudsman. This company is incompetent and not fit for purpose.

This is a 'no star' review. Still not even received a quote for my pension! Retired in May! Portal useless, phone lines useless, company is useless! These idiots should rebrand as Crapita!

I am giving Capita a mark of 1 as you cannot go into negative territory. I have been waiting since March 2026 for a revised retirement quote having requested retirement in April 2026. My original request was made in October 2025. As of today, August 11th, I am still waiting. Their service is completely suboptimal. I have made numerous complaints and SAR all of which have just disappeared into a giant black hole. I have called multiple times to no avail. The complaints process appears to be a based on a Monty Python script only without the laughs. It's sad that after years of public service we are being treated like something etremely unpleasant you step on in a park... on an exceptionally hot day. It's quite clear Capita are utterly out of their depth.

I am a 74 year old widow. My civil service pension was suspended over 15 months ago through an administrative error. Despite numerous phone calls and messages via the members' hub, I've had no help or advice about how to get my pension reinstated. I was told I just had to wait because of their backlog of people waiting. It's a scandalous mess!

I have been trying to move my pensions to another provider for years now. They not only move goal posts but add more obstacles and are making it feel impossible. I was doing this through a financial adviser and capita don't want to deal with them at all. It is incredibly exhausting to watch a company block your own professional help just to trap your retirement funds. Making the decisions to work with #Mone tian# showed me how a real, modern platform operates. They don't create childish roadblocks or shut out your representatives, instead they make asset management completely straightforward and stress free.

Applied for.my pension in october 25 to retire in March. Now August and nothing have called numerous times and been lied to. Yes you should hear something in the next 5 days. Call again 2 weeks later sorry nothing has been done as yet.
Disgusting tried to contact MP no reply. Then again it is a Labour MP who gave this company the contract what should we expect.
This company should be made.to pay compensation to to everyone and have the contract stripped from them.