A voice for people affected by Civil Service pension administration failures. Share your experience. Help make the human impact impossible to ignore.
Share your experience →What we are calling forBehind every delayed payment or unanswered query is a person trying to plan their future. This campaign brings those experiences together and calls for fair treatment.
Clear outstanding payments and give affected members accurate, individual timescales.
Provide fair redress for financial loss, distress and inconvenience caused by failures.
Publish clear progress reports and build a reliable service members can trust.
Information checked on 1 November 2026. Based on published parliamentary and government evidence. Historical figures below describe their stated reporting dates, not today’s outstanding totals.
Published evidence describes a combination of problems before and after the change of administrator. This is a summary of the wider service failures; it cannot establish why a particular person’s pension, lump sum or quotation is late.
The Public Accounts Committee’s October 2025 report identified poor customer service and difficulties retaining staff at MyCSP. It also questioned preparations for the transfer to Capita, including whether staffing would be sufficient if the planned technology was not ready.
In its letter to MPs on 24 March 2026, the Cabinet Office said the work awaiting completion at handover was expected to exceed the original assumption of approximately 37,300 items. It said Capita had been told in July 2025 to prepare for up to 100,000. These are workload figures, not a count of people awaiting payment.
The same Cabinet Office letter acknowledged that the full IT, automation and member-portal functionality had not been delivered at launch. It said this significantly impaired Capita’s ability to handle both inherited work and new cases.
The October 2025 committee report raised concerns about staffing plans that depended on greater automation. It also highlighted the additional work needed for the McCloud remedy, which gives affected members choices following discriminatory pension reforms. Remedy work is one part of the administration challenge; it should not be assumed to explain every delayed payment.
Source: Public Accounts Committee report
The Cabinet Office’s March letter acknowledged disagreement between MyCSP and Capita over the scale of data errors at transfer. It described ongoing reconciliation work. This means claims about the number of corrupted records should not be presented as settled facts.
The government’s July recovery update distinguished cases awaiting information from families or representatives from cases already with Capita to progress. It also identified complex retirement quotations requiring specialist teams. A case awaiting information and a case awaiting administrative processing may therefore face different obstacles.
For the end-of-June position, that update reported 6,700 outstanding quotations for members whose retirement date had passed, including 1,500 complex cases. It also reported benefits due to 7,603 families in bereavement cases, with further information awaited from 3,033 families or representatives. These were historical figures, not current totals or a single combined count of unpaid pensioners.
Administration transferred from MyCSP to Capita on 1 December 2025. The Cabinet Office retains responsibility for the scheme. The Commons Library’s 28 October 2026 briefing records a revised recovery plan following the remedial adviser’s finding that the previous approach was insufficient.
The briefing reports shortcomings in technology delivery, planning for demand and capacity, and the escalation of failures. The revised plan includes work on complex cases and technology, supported by senior Civil Service experts. The government is also assessing longer-term delivery options, including bringing core operations in house. These are recovery measures and options under consideration, not proof that every outstanding case has been resolved.
Our campaign’s position: members deserve an explanation of what is holding up their own case, what information is needed, who is responsible for the next step and when they can expect a response. Publishing system-wide progress should go alongside clear communication with each affected person.
Share how the delay has affected you →No experiences have been published yet. Be among the first to share your story.
Read the parliamentary background to the administration problems.
Commons Library briefing →Find the PCS campaign and Prospect’s guidance for affected scheme members.
PCS pensions campaign →Explain how the delays have affected you and ask your MP to raise your concerns.
Find your MP →