Scheme administration changes

Pensioners / I am receiving a Civil Service pension

I haven't received a letter / why haven't you told me about the change?

Letters have been sent to pensioner members to confirm that the payroll transformation from Capita to MyCSP has taken place. You can view a copy here.

Please note that the letters are for information only, you do not need to take any action. The change in administrator does not affect your pension and during this transition period, efforts have been made to ensure that you will be redirected automatically to the appropriate contact if you need to discuss your pension with MyCSP.

I am waiting for Capita to respond to my recent communication. Will MyCSP be responding?

Capita has transferred outstanding member queries to MyCSP. MyCSP is investigating and resolving these outstanding cases from Capita and will be in touch with members as soon as possible.

Will I still get a P60 sent to me?

Yes, MyCSP will send a P60 to all scheme pensioners annually.

Why haven't I received a copy of my payslip in the post?

If you previously received a payslip with every payment, from September 2014 this has changed. Instead, you will only receive a payslip with your payment if your (net) monthly pension amount changes by more than £1.

Why can’t I access the online self-service functionality that I had at Capita / when will self-service be back up and running?

This was an additional service offered by Capita, which was used by some pensioner members. As Capita no longer administers the pensioner payroll for the scheme, this service is not available. However, the scheme intends to introduce an enhanced self-service function for all 1.5 million scheme members.

Plans for delivering this significant service improvement are in the early stages of development.

Pension payments

A very small number of pensioners have experienced issues with their payment following the change in administration. Please note that the vast majority of members are unaffected by the change and will continue to receive their pension as normal. If you think your pension payment has been affected you should contact our Contact Centre on 0300 123 6666 or contactcentre@mycsp.co.uk.

Pension payslips

A small number of pensioners (1,753) still received payslips from Capita to confirm the amount they had been paid. This additional service will no longer be provided. In the vast majority of cases, pension payments do not change from month to month.

However, if your (net) monthly pension amount changes by more than £1 then you will receive a payslip alerting you to this. While the scheme appreciates that some members will be disappointed by this service change, the significant administrative cost and resource required to provide payslips for all 660,000 pensioners each month can be used to improve other services, such as the introduction of a online self service function next year.

Deferred members / I have a preserved pension

How will this affect me?

The change in administration should not affect your pension and you do not need to take any action.

However, it is important that you tell MyCSP of any changes to your address or other personal information. MyCSP needs to keep your record up to date so that you can be contacted about your preserved Civil Service Pension. You will also need to contact the scheme when you decide to apply for your pension benefits.

I am waiting for Capita to respond to my recent communication. Will MyCSP be responding?

Capita has transferred outstanding member queries to MyCSP. MyCSP is investigating and resolving these outstanding cases from Capita and will be in touch with members as soon as possible.