Hardship issues I have a Hardship issue. What do I do? Contact the Scheme Administrator on 0300 123 6666.
They will explain the options and the process for getting support.
Any members in hardship continue to be fast-tracked. All priority cases are prioritised daily and routed for immediate action.
Contact centre I don't want to add to the burden by calling the contact centre about my issue. What should I do? Call centre answer rates are now improving. It is fine to contact the call centre if you have a query on 0300 123 6666. You can also use the ‘ Contact Us ’ function on the website.
ABS “Why can’t I see my ABS yet?” Many statements are already available, and more are being uploaded. If it isn’t visible yet, and you received an ABS in 2024/25, it’s still being prepared and will appear automatically by the end of March. If you did not receive a 2024/25 ABS then an ABS will still not have been produced.
My details are wrong. What should I do? Active members must update their personal details through their HR department or Shared Service Centre.
Are these figures guaranteed? No — ABS figures are estimates based on data from employers. They are not guaranteed entitlements.
Where can I find the most accurate information? Your online pension portal contains the most up‐to‐date personal and pension information.
How do I access my statement? Sign in to your pension portal account
Register if you haven’t done so
If you are unable to register, submit a ‘ Contact Us ’ request or telephone 0300 123 6666, and your ABS will be uploaded securely once available.
McCloud (2015 Remedy) Can it be made clear to members when and how the McCloud (2015 Remedy) will be remedied, what route to follow and when they will get paid out, etc.? If you are retiring from Active service and are impacted by the 2015 Remedy, you will receive your 2015 Remedy choice as part of your retirement quotation. For the remaining 2015 Remedy work, for example, people who have already retired and have yet to have a 2015 Remedy choice, we are currently working with the Scheme Administrator and will provide an update in due course.
Complaints I have an outstanding complaint and am still waiting for a response. If you have contacted the Scheme Administrator previously to complain and want an update. Please contact us online using the ‘Contact Us’ function on the website or call us on 0300 123 6666 for an update.
If you know your complaint has gone to an Internal Dispute Resolution (IDR), you should contact complaints@civilservicepensionscheme.org.uk .
For more information on the complaints process, click here .
Pension transfers in Who do I contact about my application to transfer my pension in? Will the 12 month transfer window be extended? We have confirmed with Policy that where the members have tried to transfer their pension into the scheme and, through no fault of their own, are unable to do so within the 12 month window, then an extension can be granted.
Pension transfer out Will pension transfers out be actioned within the 6 month statutory time-frame, and if not, what compensation will be available? If pension transfers are not completed within deadlines, then whether compensation is due will be assessed on a case-by-case basis, taking into account losses incurred. In most cases, there will be no financial loss caused by a delay, although this depends on the type of transfer and the effect of the delay, so each transfer needs to be considered individually.
New Starter I am a new starter and have received no information about my pension and am unable to log into the portal? You will have likely been automatically enrolled into the alpha pension scheme. However, you have a choice to switch to the Partnership Pension Scheme. To find out more about alpha and what the Partnership scheme is, please see more information here .
You may be able to transfer any other pension benefits into your Civil Service pension. For more information on transferring in, please see here.
Post I have a paper form which I need to post to the Scheme Administrator, where should I post my form to? Civil Service Pensions, Capita Pensions Solutions PO Box 713 Darlington DL1 9JZ
P60s Will the P60 form be posted? Yes, all P60s will be posted out to the members.
Added Pension How do I know if my added pension has been processed? Capita is working through the applications, and we are tracking activity.
Preserved Pension I submitted a form to claim a preserved pension before 1st December 2025 and have had no contact. What should I do? The Scheme Administrator will write to you by 10 April 2026, via the portal if you are registered, or by post if not. They will then check whether you are planning to proceed, whether your circumstances remain unchanged, and gather any further information needed to progress your quote.
If the Scheme Administrator does not hear from you within two months of writing to you, your case will be closed and you will need to make a new request. Please respond as quickly as possible.
We know that a number of members with multiple periods of service have not yet been able to register on the portal. The Scheme Administrator is aware of this and will continue working to resolve the issue, communicating by phone or post with any affected member in the meantime.
