"Capita and the Cabinet Office are deeply sorry for the worry, frustration, and distress this has caused - particularly for those dealing with bereavement or ill health."
"Members have reported difficulty logging into the portal, incomplete pension details, long waits on customer service calls, and delays to pension quotes and payments. In some cases, this has caused financial hardship,"
"a significant proportion of which was already overdue."
Capita won a £239 million contract to oversee the Civil Service Pension Scheme, promising enhanced system design and digital innovation, with the contract due to start in September 2025. Capita inherited and has referred to a backlog of 86,000 cases, with a significant proportion already overdue. Members have experienced login failures, incomplete pension records, long customer‑service waits, and delays to pension quotes and payments, causing some financial hardship. The Cabinet Office has promised interim support measures and has appointed Angela MacDonald to lead oversight of an urgent recovery plan. Priorities include bereavements, ill‑health retirements, and hardship cases; Capita and the Cabinet Office have issued an apology.
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