Review Time
The portal is the worst experience I have ever had in terms of attempting to log on ..... 5 times my password etc was reset and I still have difficulties. The value of the reported amount my pension pot was worth decreased by 57% in one month ! ..... still waiting after months to have an explanation. I had a valuation to move my pension which was sent to the mail box on the portal which I wasn't able to access. Apparantley they will only send you a transfer value once a year for free ..... it would now cost £250 plus VAT to have another valuation. Despite not being able to access the portal I have been told that the original valuation has now expired and that I need to pay for another valuation...... it is a complete shambles.
Transferring funds out of Capita has been one of the most frustrating admin experiences I’ve ever had. What should be a routine, well-trodden process is instead slow, opaque, and unnecessarily painful.Communication is poor, timelines are unclear, and you’re left chasing endlessly for updates that should be proactive. Each step feels designed to delay rather than help, with repeated requests, vague responses and no sense of ownership from anyone involved.For a pension provider handling people’s long-term savings, this level of inefficiency and lack of accountability is frankly unacceptable.
If I could give 0 ZERO stars I would…. Clearly not ready to take over the administration of the Civil Service Pension fund. I basic information I had already sent to the previous administrator and which showed up on their website was lost e.g. according to Capita I’m still married although I’ve been divorced 10+ years now.. more importantly all the information submitted on line in Sept-25 in time for my forthcoming retirement on Monday 9th Feb, application for pension etc. has been lost. After well over an hour on the phone I was told to resend it all in hard copy, done on 16-Dec-25, still no acknowledgement of receipt even after I called again and sent it all via email. I was relying on receiving my tax free lump sum on Monday, fat chance. Useless, Capita clearly didn’t understand the magnitude of what they wear taking on and even allowing for a bigger backlog of upcoming retirees than they were led to believe, loss of information already in systems is unacceptable.
I had only Worked for Royal Mail for 37 Years now trying get a Forecast from Capita Being 54 Years old hoping to retire possibly on my 55th Birthday. Peoples pension were spot on Delivered my forecast on time.Now to Capita or should I say Crapita!My Money in their hands… I was told I would receive my forecast on 2 January 2026, Didn’t turn up so on the Tuesday 13th January 2026 I phoned up Capita to ask where was my forecast was their reply was… “we sent it” (Quite ironic as I worked for R/M ) I didn’t receive it!So with that, the lady on phone said that she would send another forecast and it should be with you next Wednesday 21st 2026… I Waited and waited, still no forecast from Capita! Finally I phoned again on 2nd February to be told “we have sent a letter on the 30th January”30th January I replied ? This was an apology letter saying sorry that Capita hadn’t sent the forecast… they forgot who knows!? So now I’m waiting upon an apology letter! Not even my forecast! This is alarming that this Incompetent Company “CAPITA” is looking after my money.
I’m sharing this as a reflection on a difficult period. Several years ago, I invested nearly all my life savings into an online investment platform that seemed credible and professionally managed.When it came time to withdraw, the process became prolonged. My attempts to resolve it independently led to repetitive responses and no clear progress.Eventually, I learned about 𝑽͟𝒆͟𝒓͟𝒊͟ 𝑻͟𝒓͟𝒂͟𝒊͟𝒍͟ 𝒊͟𝒏͟𝒕͟𝒆͟𝒍͟ through online community feedback. Their guidance was practical and realistic. Although the process was gradual, I ultimately regained access to my funds. It was a challenging but educational experience.
Regarding the civil service pension scheme administration.The pension scheme website and portal are now pretty much useless.Previous annual benefit statements are no longer available.The retirement modeller is no longer available.The scheme guide links go nowhere and dont workThe calculators are out of date, and dont cover the alpha scheme.They dont respond to online queries.Why was Capita chosen to take this over is anyones guess, since they are the same company that collects licence fees for dreadful BBC.
Would give it zero, shocking awful company, how this contract was given to administer civil service pensions is beyond me, their contract should be withdrawn, and transferred back to in-house in Westminster, as the MPs have there privileges there, one for them, and one for us low paid workers, we don't earn over £90,000 as MPs do, who did award this to Capita, is this another cover up, heads should roll for this.And why is this not all over the National news and newspapers, it's all hush hush, swept under the carpet by this government, if I told a claimant, sorry, I can't advise you when you may receive any payments, it may be months, I will escalate it for you, it would be all over the papers and international news, DWP fails to deliver, claimants are suffering hardship, well your employees are suffering hardship, we have all paid into our pensions, and should be paid our pensions when due, as you will due, on time, not suffering this enduring nightmare. Absolutely shocking.
What a surprise to see they are 0* rated?! No, I am not at all.They are crap. They are impolite - as soon as you call their AI voice asks you to be nice with them... maybe knowing how useless they are.Passing security is a multi-step process, 5-6 questions.I called to get a valuation. First time, I didn't pass their elaborated security. Second time, I was told I can only receive the valuation by email because that woman didn't have access to it.Judge for yourself.
I can’t say it’s broken because it never worked ( can’t phone as I don’t have 90 mins to hang on the phone to be cut off ) so 4 emails in over a month wanting some information and not one reply . How do these guys exist absolutely non existent ( or so it seems ) company dealing with your life’s money and whoever put these guys in charge needs sacking .
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