Capita Reviews 

0/5 Capita run the Civil Service Pension Scheme. They negligent, incompetent and should never be awarded a Government contract again. Despite all of their pitiful excuses, they can’t even offer basic customer service. It is impossible to speak directly to anyone working on your pension case. By contrast, I have another private pension that I can ring and not spend hours in a phone queue. When I speak to my private pension representative, they are knowledgeable, can advise, make changes and take action and even confirm some tasks by email. Capita communications and customer service are non-existent as they don’t even appear to understand the scheme they are supposed to be administering.

Absolutely shocking lack of delivering against contract service and performance metrics .. although I'm not sure Capita has any KPIs/PIs/SLAs! Leaving me and thousands of other public/civil servants with no pension payments and lump sums. I've been waiting since January for the abatement to be removed on my pension following a reduction working hours. So now owed 7 months arrears and my plan to fully retire in June 2026 is postponed as cannot guarantee full and correct pension payments from Capita. Who in earth, in government, approved this contract procurement and award! Surely they must have reviewed the last contract with Capita (12/15 years ago) to comprehend the reasons why it ended!

I would rate Capita zero if I could. I’ve been waiting for my pension for more than three months, others have been waiting 18 months, people have died before getting it. They do not care and have no info when you call. Outrageous. Avoid like the plague.

Worst company I have ever dealt with. Ever. Should be charged with malladministration of the Civil Service Pensions scheme and prosecuted. Complete and utter shambles. Not met 90% of contractual KPIs in 7 months. Incompetence and shocking performance. No wonder your share price has nosedived.

Poorly run, with untrained call handling staff who rely on obfuscation or simply lying to get callers off quickly. Call wait times have improved from 4 or more hours in Feb/Mar to 20-30 minutes now (average but can be longer). Tactics used include claiming non-receipt of information from claimants despite being sent through accepted (and verifiable routes), shifting goalposts (adding requirements for I formation mid-way though processing), or attempts to shift blame to other government departments for failing to initiate requests or failing to provide relevant information. Once in payment (after interminable and wholly inappropriate delays) payments fluctuate without warning or rationale, with the above comments on call handling acting as a barrier to claimants finding out any information or getting explanations. Overall, a very poor level of service and very poor administration of a pension system on which many rely for their sole income.

Absolutely shocking level of service on the civil service pension scheme which Capita manages. Thousands of pensioners and their dependents have been left without any income for months (sometimes years) on end because they cannot administer the scheme competently - I myself have been retired for over 3 months which no source of Income at all and have not yet even received a quote. There is a lack of even basic functionality on their pensions portal and it is impossible to get answers to queries or complaints. They should never be given another government contract.

Minus 11 stars! My line manager registered my intention to retire and asked for a pension quote back in October 2025. Since Capita took over Civil Service pensions in December 2025 I’ve contacted them by phone [took between 1.5 hours to 2 hours to get through to them], and via their “Contact Us” form, to try to get my Civil Service Pension quote. Despite the CAPITA agent escalating my case, and all the Contact Us forms I completed, I had no reply, no update from CAPITA. Then a week or so ago my pension quote arrived - and the length of pensionable service shown, was wrong. I used their contact us form to tell them that, have had no acknowledgement from CAPITA that they are dealing with my query, and I feel I am no closer to getting the 3 months plus pension they owe me paid. I wouldn’t trust CAPITA to delver a pizza, let alone a public service.

Totally incompetent, this company have no idea how to deal with financial arrangements. No communication despite several emails. Inept in what they’re supposed to be doing.

My husband took partial retirement in April this year and despite having his paperwork submitted in October 2025 he’s still not receiving his pension and not had his lump sum either. In fact he’s not even had his quote but people he works with are getting their quotes and they only put in their paperwork 4-6 weeks ago. Make that make sense!

No replies to emails and my husband has spent hours on hold trying to speak to someone! Meanwhile he’s down to half pay and no idea when he might receive the money that is rightfully his!

Capita should never be granted another government contract. They clearly have no idea what they’re doing and should be held accountable for this massive screw up which is affecting thousands of people who have worked hard for the civil service only to have their retirement completely overshadowed by this debacle!

Current value of a commitment made by CAPITA = 0.
Contracts need to be ended with this despicable outfit.

Thanks Capita for the Hardship, Heartache and Anxiety.
Giving Capita the Civil Service pension contract-what an absolute insult to us.
Even the exiting PM mentioned the lifelong dedication and hard work of civil servants and yet they have not paid my pension on time, or that owed to thousands of civil servants.
I have now decided I am being told any old rubbish by their call centre staff to get me off the phone-although I have been patient and considerate. I’ve heard nothing. NOTHING for 6 months.
What do you think we are living on Capita?
I have a lifelong disability, yet have still worked for 40 years and have looked forward to retirement. Capita are causing hardship, heartache and anxiety. Where are our payments ? Where is the money you owe me?
Does the CEO even care? I doubt it very much.

I agree with every other one star review, Capita have failed thousands of civil servants leaving them without any income in retirement, for months in many cases.
They need to increase resources to get the massive backlog cleared and pay compensation to everyone who has been affected by their incompetence.
We are entitled to the pension payments we have contributed to over our careers, it’s disgraceful that we are being treated so badly.

Would give zero stars if I could 😡 Absolutely DISGUSTING!! I have been trying for MONTHS since this shower of idiots took over my Civil Service Pension to register on their website. I have sent 28 messages and rung them 12 times! The system WILL NOT let me register🤬 Just spoke to a female who took every bit of my information for the umpteenth time (that was like pulling teeth!!) but then said I Failed Security on MY OWN information and she could not continue with the call!!!!! Everything I told her she got wrong or had to ask for it again!!! I have lost the opportunity of 2 Jobs for partial retirement because this Incompetent company that is CRAP and holding my pension hostage 🤬 I have had a gut full and will now be taking legal action!!! Thanks minister for pensions for yet another disastrous action - you need to resign you useless, privileged piece of garbage! AVOID CAPITA AT ALL COST UNLESS YOU WANT YOUR LIFE RUINED!!!

What a crap system this is, really frustrating when making an online payments, makes you wait until the transaction has nearly finished and gone through the process of making payment only to suddenly fail even though you have been authorised via the bank app to approve payment. Happened to me twice then went through on the third attempt, but on checking my bank account it had three identical payments pending.

Wouldn't have given any stars if I could why do they need bank statments when many of us use internet banking and don't get them any more.

I wish I could give negative stars! They are withholding pensions of thousands of ex civil servants including myself. Stop messing people around!

Awful service on running civil service pensions. System first told me my details not recognised. Then no response (and no ref number) for my message to try to rectify. When I tried a few weeks later could not get OTP code sent. Online chat asked for all my info before telling me there was no representation available. Waited on phone for 20 min to get to first in queue before my call was cut off. Waited again for 15 min - got my email reset but rep.could.not help on not receiving OTP (which still didn't arrive). Eventually I tried again late one evening and after about 15 min waiting got both OTPs I needed. Once I finally logged into my account I found none of the information about my pension that used to be there...

Absolutely disgraceful how they have treated people who retire, i have been waiting months with no answers at all! Even my MP is involved and that hasn't helped.

Would have put no stars if i could. Retired last December and still not received my lump sum and pension. Absolutely disgraceful.

Capita took over administration on Cicil Service Pensions in December 2025, the service, or lack of, since has been disgraceful. They ignore emails, ignore complants and don't process for pension quotes in time for people due to retire. I partially retired, it took them over 4 months to give my lump sum and to date i still haven't received a pension payment. They don't even deserve one star
Disgraceful company.