Update on civil service pension administration

Nearly every member of the civil service pension scheme has been affected by unacceptably poor service from the administrators.

The scale of the problems escalated in the run-up to 1 December 2025 when Capita took over from MyCSP.

Many members were unable to log into the portal, could no longer access their Annual Benefit Statement and lost functionality like the pension modeller.

Even more seriously, thousands of recently retired members were waiting months to receive any pension.

This scandal was covered by the national media and was raised at Prime Ministers Questions and scrutinised by Parliamentary committees.

Prospect has campaigned to highlight the unacceptable service and impact on members, and has worked extensively to identify and seek to prioritise a clear course of improvement with the Cabinet Office.

The Cabinet Office and Capita issued a joint apology, came up with a plan to recover the position and provided additional resources to deliver it.

There have been improvements, in everything from much shorter call waiting times to the payments made to retired members waiting for their pension.

But the recovery plan only aims for normal service from July. It normally takes 4 months from giving notice to getting paid, so delays are expected until November.

Nearly everyone planning on retiring this year must plan for some delay in receiving pension. This is obviously unacceptable, but it is also the reality we must deal with.

The latest information about current administration standards, what you should expect and what do to about it, is available from the website. This page is regularly updated with the latest information, please bookmark it and check it first when you have any queries about the scheme.