Issues raised by the transfer of Civil Service Pensions from MyCSP to Capita

We are aware of ongoing issues caused by the administrative transfer of the Civil Service Pension Scheme from MyCSP to Capita.

Our role, which is set out in legislation, is to settle pension disputes that cannot first be resolved between the parties.

Resolution of the immediate issues such as missing or delayed payments or not being able to log into the scheme’s portal are being dealt with by Capita, with oversight and support from the Cabinet Office and The Pensions Regulator. Government Departments are also working together to support affected members. People who have retired or partially retired in the past 12 months and who are in financial hardship as a result of missing or delayed payments are advised to contact their former employer. People in financial hardship as a result of missing or delayed payments who retired more than 12 months ago should contact Capita.  

Our rules require all applicants to have completed a formal complaint process with the party they believe is at fault before raising a complaint to TPO. This is a formal requirement set out in our legislation. In this case, your complaint should be raised with the Civil Service Pension Scheme. This includes completing the scheme’s formal ‘Internal Dispute Resolution’ (IDR) process.  

Here are the contact details for the Civil Service Pension Scheme:

Phone: 0300 123 6666

Post: Civil Service Pensions 
          PO Box 713 
          Darlington 
          DL1 9JZ

We understand the phone line is very busy, so we recommend making a written complaint if your issue is not urgent.

Read more about the Civil Service Pensions IDR procedure.

Read our guidance on how to raise a formal complaint. The guidance includes some templates to help ensure you trigger the IDR process.