Advice & support
Transfer of Civil Service Pension Scheme
Important information for members about the transfer of the Civil Service Pension Scheme from MyCSP to Capita
As of 1 December the administration of the Civil Service Pension Scheme transferred from MyCSP to Capita.
In the run up to the transfer date, all services available to scheme members were be disrupted.
The Civil Service Pension App for mobile phones was decommissioned on Friday 21 November. The Civil Service Pensions member portal and website was down until 1 December. The Helpdesk (0300 123 6666) was closed all day Friday 28 November, Saturday 29 November and Sunday 30 November.
During this period of disruption partially retired or pensioner members continued to be paid automatically.
Members with existing issues or complaints logged earlier with MyCSP will transfer to Capita for resolution. This includes those raised with the FDA where a case has been escalated and no response has been received before the transfer date. These ongoing issues will be prioritised by Capita following the transfer. The FDA will continue to use its influence to highlight the importance of reducing the backlog with both speed and accuracy.
Contacting Civil Service Pension Scheme after 1 December
The Civil Service Pension Scheme website and member portal will return on Monday 1 December. This video guides members through registering for the new portal.
The Helpdesk returned at Midday on 1 December. Members are able to reach the help desk via the same number. Overseas members are now able to use the same contact number as other members (44 300 123 6666).
The new mailing address for the Civil Service Pension Scheme will be Capita Pension Solutions, PO Box 713, Darlington, DL1 9JZ.
Improving service levels for members
Despite the Cabinet Office’s assurance to the FDA of a smooth transition, members have still faces issues. If you are still unable to contact the Civil Service Pension Scheme or experience poor service levels after 1 December, please contact pensions@fda.org.uk noting that Capita will provide the FDA with an escalation pathway during their first month of operation.
Members with existing issues or complaints logged earlier with MyCSP will transfer to Capita for resolution. This includes those raised with the FDA where a case has been escalated and no response has been received before the transfer date. These ongoing issues will be prioritised by Capita following the transfer. The FDA will continue to use its influence to highlight the importance of reducing the backlog with both speed and accuracy.
We know that our members expect an immediate improvement in service from the administrator following years of failures of MyCSP. We will continue to hold the Cabinet Office and Capita to account, ensuring the scheme’s service levels improve so that members have the information they need to make important life decisions.
Bridging loans guidance
In discussions with the Cabinet Office, the FDA has been provided with further information about how the bridging loans for hardship can be accessed. The loan is available to members who have partially retired or retired since 1 January 2025 and are awaiting pension benefits. The loan is interest-free and capped at £5,000, in the first instance. Members will be able to apply for these loans via the HR and Finance departments of their employer/former employer. Repayment of the loan will not commence until after the member has received their pension arrears.
Read our full guidance on bridging loans.