Committee publication · Correspondence · 30 June 2026
Letter from the Civil Service Pensioners' Alliance on the administration of the Civil Service Pension Scheme, dated 24.6.26
From: Public Administration and Constitutional Affairs Committee
Summary
The Civil Service Pensioners' Alliance writes to PACAC expressing concern about the administration of the Civil Service Pension Scheme following Capita's takeover from MyCSP on 1 December 2025. The letter challenges whether Capita's 'stable service for majority' standard is acceptable seven months in, highlights unmet commitments including the Retirement Modeller tool and vulnerable member support features, and raises serious questions about McCloud Remedy processing delays, hardship loans, and complaints backlogs.
Key findings
- Capita has assured Cabinet Office of service recovery by end-June 2026 but this 'may not represent full recovery across all services', leaving bereaved spouses, ill-health retirees, and those awaiting payments in limbo.
- Critical digital tools promised by March 2026—Retirement Modeller and trusted third-party interface for vulnerable members—remain undelivered with no new timescale provided.
- McCloud Remedy processing is stalled: Immediate Choice Remedial Service Statements suspended for 56% of retired scheme members ('Remedy 7' project); Cabinet Office target completion date end-March 2027 lacks assurance.
- Over £12m in Transitional Support Loans issued for hardship, but relief only extends to some retirees; deferred members who left before January 2025 remain without support despite delayed payments.
- Stage 1 formal complaints process logs blocked as Capita prioritises other services; risks creating new backlogs before Pensions Ombudsman Stage 3, compounding member grievances.
Tone
CriticalTopics
Key actors
Sally Tsoukaris, Civil Service Pensioners' Alliance, Simon Hoare MP, Public Administration and Constitutional Affairs Committee, Richard Holroyd, Capita, Cabinet Office, Angela Macdonald
Notable line
“… and Protecting what you've earned since 1952 www.cspa.co.uk why this outcome may be deemed sufficient …”
Key Quotes
“CSPA members, be they bereaved spouses, ill-health retirees, those who have still not received long-requested quotations, or those still awaiting long- delayed pension payments, would want questions asked about whether and Protecting what you've earned since 1952 www.cspa.co.uk why this outcome may be deemed sufficient …”
“… achieving the service recovery plan... agreed with the Cabinet Office by the end of June", but we further note that …”
“CSPA members and others should never have been subjected to such humiliating and upsetting situations at the end of their careers in the first place.”
“There is a "log jam" in the Formal Complaints Process at Stage 1, as Capita has of necessity prioritised other aspects of their service delivery, but yet again …”
Source · parliament.uk record ↗