Capita Reviews 

Rang Capita and I am still listening to jazz music after one hour and 50 minutes! I was number 20 in queue & now number 7. Other people get cut off after two hours so I'm not hopeful. Disgraceful customer service.

Capita are consistently one of te worst companies I've ever had the misfortune to deal with. Given the number of contracts they win, it's clear far more effort is put into sales that actually delivering. Incompetence the norm with these clowns, no laughs for customers messed around by them.

I have been waiting 5 months for a letter confirming my civil service pension entitlement which I need for a legal process. Despite 5 months of emails, letters and telephone calls - NOTHING. The unreliable and malfuctioning Portal shows my enquiry as resolved! This is now impacting on my right to a family life and the support I now need as a 70 year old with multiple medical conditions. I have written to the responsible Minister, Nick Thomas-Symonds MP and my MP - NOTHING. What a disgrace.

This review is based on ZERO STARS. I sent my pension application in December 2025. Not even a confirmation they had received. I was forced to call Liverpool unfortunately, for an update. I waited 4 hours on hold (you are number 65) just to ask 'have you received it'? 'Yes we have'. Heard nothing since. Managed to log in to the new portal. But currently, using the same login details you cant even access the new and much improved portal-work that one out??
Angela at HMRC whos apparently running the show with Capita needs to get her act together PDQ. The whole fiasco is absolutely appalling.

Capita Data Breach. Only months into Capita 'regaining' the administration of the Civil Service Pension facility, Civil Service World (CSW), has reported a data breach, involving some members personal details being sent to other members!! Well done Capita!! Capita has stated that it 'hopes' to 'provide normal service levels' by the end of June?? Really and in between time what, Capita crosses its fingers and hopes for the best?? Chris Clements the Managing Director of Capita Pension Solutions told CSW recently that members will experience a 'smoother' more intuitive service through the portal and a new mobile app, making it easier to access their pension information. What absolute garbage!!. The portal is a nightmare to negotiate. I recently tried to access it, numerous attempts, countless 2 stage authorisation codes were sent to me, that continued for days after my attempts to login. The app was supposed to be available by the end of March, still unavailable?? Now data breaches. No satisfactory customer service-bloody call centre and now Capita is moving this facility to an AI cloud based platform. Less labour intensive apparently. Capita are failing to provide the basics, let alone use automative technology in the future. This appears to be a pension administration service done on the cheap!!

They (CSPS/Capita) received my application in May 2025 to claim my deferred pension due in Sept 2025. Almost one year later I am no closer to receiving any lump sum or monthly pension. I have made phone calls, left messages on the new Capita portal, my MP has sent letters, and still nothing. They don’t care, it’s not them losing interest payments or having to adjust their lives due to money not being paid. I honestly don’t think I am ever going to get the pension I am owed. You have more chance of winning the lottery than getting a response from the mysterious ‘back office escalations team’ spoken of by the “customer service” rottweilers paid to man the phones/fob you off.
As this fiasco has been acknowledged by the Government there will hopefully be some sort of compensation scheme set up to make right this terrible wrongdoing being committed!

Capita is an utter failure. They failed to provide a Pension quote. They also again fail to answer any phonecalls on time

Capita manage my pension. They failed to pay my pension for months. Communications were none existent. If you can avoid them at all cost.

What a disgraceful company - the CEO should be fired and fined. They have "lost" all of my pension details and I have no idea when I will receive a quotation, let alone payment, despite retiring nearly a year ago. Try ringing up and you wait for five hours to be greeted by a bot who cannot help.

How do I start, 2.5 hour wait times to have the phone answered. Call centre staff who claim to escalate your queries but do nothing, pension website which is beyond useless and has more inaccurate information than correct, pension not paid for months leaving pensioners in extreme stress and with physical and mental health illness as a result, a website with a query portal which takes your queries and loses them, staff so badly trained I wouldn’t trust them with a kids pocket money let alone decades of my government pension, fat cat executive team who are so dishonest they sell their contracts to the government making false promises which they know they are incapable of achieving, staff who take calls from pensioners breaking down in tears and suicidal due to Capita actions who have no mechanism of action and reply in template automaton responses. If it were possible to give the Cockwombling disgrace of a shambolic company minus stars I would.

Vile and abhorrent this company. Staff are like droids and seem to repeat themselves. Go from one blunder to the next! Cannot even talk to customer service which seems a little Thatcherite but effective. If you cannot put a complaint in or talk to the droids that deal with them, they will not have any complaints will they? Pathetic service which is consistent in the carried jobs they have secured. Never make it in the real world that is for certain!! Their relationship with the truth is distant at best. Keep telling yourselves you are doing a great job as in the end you start to believe it. Nobody cares anyway and just ticking their little boxes!!

What a joke these people are lie after lie in my pip assessment and I lost my pip even though I had more medical problems. When I went to make a complaint kept me on hold for 45 minutes and then hung up on me. You are literally harming disabled people. How you sleep at night is beyond me but I wont stop with my complaint I will be contacting a lawyer. Disgraceful!

One star just to get my foot in. What an awful company to deal with, they are a joke within the industry.

Where do I start? Communication was poor at best, inaccurate and unhelpful at worst. Call centre useless. Took 12 months to process a straightforward case resolution. Case was handled with zero compassion and unprofessionally. Wouldn’t recommend.

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. #AdolfoHernandez #asleepatthewheel #sortitout

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.

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 work

The 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.

They and the government hope you die, before paying out.
Rich getting richer, poor getting poorer.
No change. No shame.