Delays and Service Failures in Civil Service Pension Scheme Spark Complaints
A retiree from the civil service has reported not receiving their pension five months after retirement, despite repeated complaints to the Civil Service Pension Scheme (MyCSP) with no reply. The Pensions Ombudsman has requested evidence of non-response to investigate but sought guidance on how to provide this documentation.
In June, the National Audit Office criticised MyCSP for service failures amid rising complaints, which included delays in pension valuations and payments. Since December 2025, Capita has managed the MyCSP contract on behalf of the Cabinet Office.
The Cabinet Office stated it was awaiting information from the retiree's employer, though the employer claimed the information had been submitted weeks earlier. After the delay was queried, a backdated pension payment of £21,300 was made six days later.
MyCSP asserted it upholds high standards of service but did not specifically comment on the complainant's experience.
