Frustrated with delays in your Civil Service Pension? You’re not alone. Many members are currently facing challenges with the Civil Service Pensions Scheme (CSPS), and we understand how stressful this can be. We’re here to shed light on what’s happening behind the scenes and the steps we’re taking to resolve these issues—because you deserve clarity and peace of mind.
What’s Causing the Chaos?
On 1 December 2025, Capita took over the administration of the CSPS. As part of this transition, we inherited a staggering backlog of 86,000 unresolved cases from the previous provider. And this is the part most people miss: such a massive handover inevitably leads to disruptions, including delayed pension quotes, late payments for new retirees, long wait times on customer service calls, and difficulties accessing the online portal. These issues aren’t just inconvenient—they’re impacting your ability to plan for retirement or manage your finances.
But here’s where it gets controversial: While some might argue that such disruptions are unavoidable during a transition, we believe transparency and proactive solutions are key. That’s why we’re not just apologizing—we’re taking action.
What We’re Doing to Fix It
We’re pulling out all the stops to get things back on track. Here’s how:
- Dedicated Teams for Backlog Busting: Specialized teams are working exclusively on inherited cases to slash waiting times as quickly as possible.
- Prioritizing Urgent Cases: We’re focusing on members facing bereavements, entering retirement, or dealing with hardship situations.
- Scaling Up Resources: Capita has over 500 full-time staff dedicated to the CSPS. In January and February, we’re boosting resources further to handle more cases and improve contact centre response times.
- Introducing New Tools: Over the coming months, members will gain access to features like Track My Case and Retire Online, offering greater transparency and control. The 2025 Annual Benefits Statements will also be available on the portal soon.
What to Expect Next
We aim to restore service levels for the most urgent cases by the end of February, with full recovery of priority cases to follow. However, as we tackle longstanding issues, some members may still experience slower response times. Here’s a tip: For less urgent queries, use the online enquiry system via the pensions portal https://www.civilservicepensionscheme.org.uk/memberhub/ to help us prioritize critical cases through the helpline. More details are available in the FAQs below.
Your Data is Safe
If you’re struggling to access the portal or notice incomplete details, rest assured—your data isn’t lost. We’re working tirelessly to resolve these technical issues and will notify all members once the portal is fully operational.
Our Promise to You
We know delays are more than just an inconvenience—they’re a source of worry. That’s why we’re working closely with the Cabinet Office and HMRC to meet the high standards you expect. We’ll keep you informed with clear, timely updates as we progress. Once again, we sincerely apologize for the difficulties you’ve faced and thank you for your patience.
Now, we want to hear from you: Do you think transitions like this are bound to cause disruptions, or should providers do more to prevent them? Share your thoughts in the comments—let’s start a conversation!
