Review Time
It seems clear that the support is lacking. The website is not functioning properly, and calls are going unanswered. I've waited for four hours with no response. Meanwhile, people are in dire need of retirement support, and it feels like no one cares.
If I could rate lower than one star, I would. This has been an absolutely shocking and terrible experience! Trying to deal with this group of unprofessional individuals has been one of the worst experiences of my life! I called multiple times and was never able to get through. I was informed I was 29th in the queue. Two hours later, still on hold, only to be disconnected by someone on the other end. It’s disgraceful that this is the service you have to rely on for pension matters. The authorities need to take these complaints seriously and reconsider this ineffective provider! I've never encountered such a stressful and frustrating situation in my life!
This pension provider is a total disappointment. Don’t be misled by the recent change in management; it’s just a name change, and the same ineffective staff remain in place. I've been waiting for my pension payments since June 2025, and now it’s almost the end of December 2025. Any other organization would have dismissed their non-compliant employees by now. My first request was rejected, so I’ve submitted a second one. The ombudsman can't intervene until the second request is processed. My advice is to steer clear of the civil service and their flawed pension scheme. The staff seem underqualified. I'm now involving my own legal advisor and local representative to address the ongoing issues. ***DO NOT TRUST THIS PROVIDER OR THEIR PENSION SCHEME!***
I wish I could give zero stars. The service is terrible, with no responses to emails and being on hold for two hours, only to find out there is no timeline for my final pension payment. Now, I can't go on the holiday I planned, having just finished work and with no funds available.
The new Civil Service Pension Portal is an absolute failure.Right now, it is essentially useless. It provides no real information about my pension — just empty pages and links that lead nowhere. It feels like a half-finished website put online without any regard for the people who actually rely on it.All of my previous ABS (Annual Benefit Statements) have vanished, which is completely unacceptable. Losing access to essential pension records is not a “teething issue” — it’s a serious breach of trust and competence.At the moment, I have zero visibility of my pension, my contributions, or any projections. The portal does not perform even the most basic function it was supposed to deliver. For a system funded by public money and affecting hundreds of thousands of civil servants, this level of failure is shocking.The portal is broken, unreliable, and nowhere near fit for purpose. This needs urgent accountability and immediate correction.
Claimed my pension 3rd May 2025. Accepted offer July 2025 but yet still no payment. When i phone [wait 90 minutes] only to be told things are on hold due to transition to capita. What that's got to do with me not being paid. Just excuse after excuse. I should have had my pension in August 2025. Complaints ignored raised tier 1&2. Emails ignored. Messaged via new portal, yet to recieve a reply. So for now I have to just sit and wait for my pension unable to make plans to enjoy my retirement. It is an absolute disgrace.
CSP hold my old pension and I'm trying to transfer my pension away from them. It's been 9 months and they're not responding to many online request and to letters Can't get through on the phone. I was position 44 on the phone and after hours I still wasn't through. Please don't use them as I'm worried I'll never get my money back.
If I could give no stars at all I would. I have been trying to get a response for last 6 weeks which i see from other posts is not that long in MYCSP world. The ombudsman is supposed to address poor administration and poor service but looking at comments little to nothing is being done to address members concerns and issues. Currently been waiting on phone for 43 minutes now being 68 in the cue. Tried portal it does not work, emailed three times only to be sent an automated message today saying the Email address is no longer in use, the downloadable forms for estimations do not work and are not compatible and having spoken to current and former colleagues there seems to be ongoing issues that are not being improved. Come on Capita you must do better. HM Government you really should take an interest in supporting your loyal staff. An absolute disgrace.
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