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 is transferring from MyCSP to Capita.
In the run up to the transfer date, all services available to scheme members will be disrupted. FDA members who need to contact the scheme administrator should note below the down time for these services.
The Civil Service Pension App for mobile phones was decommissioned on Friday 21 November. The Civil Service Pensions member portal and website are currently down until 1 December. The Helpdesk (0300 123 6666) will be closed all day Friday 28 November, Saturday 29 November and Sunday 30 November.
During this period of disruption partially retired or pensioner members will continue 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 will return at Midday on 1 December. Members will be able to reach the help desk via the same number. Overseas members will now be 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
The Cabinet Office has assured the FDA of a smooth transition. However, 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.