Capita-utter farce-wrong details

[Farouk7475]

Just a quick update on my pension request....
I sent my completed forms and ID docs back to Capita on Monday, I used Special Delivery and confirmed they’d arrived on Tuesday.
I’ve just called Capita to find out how things are progressing and I’ve been told that the ID docs are being posted back to me today and my pension is to be processed and signed off.
I asked the advisor if she could estimate how long that was likely to take and the advisor laughed! She was apologetic for laughing but said it’s very much a ‘how long is a piece of string’ question. She said that in theory it should all be sorted for this month but to be honest I shouldn’t expect it as it’s more likely to be April (but March if I’m lucky).
She talked about the backlogs and sympathised that it’s not ideal but didn’t want to tell me it’ll be with me this month when that’s not realistic!
Now considering sending an email to Richard Kirwan, cc to Jo Lewis.......

[N60]

Just a quick update on my pension request....
I sent my completed forms and ID docs back to Capita on Monday, I used Special Delivery and confirmed they’d arrived on Tuesday.
I’ve just called Capita to find out how things are progressing and I’ve been told that the ID docs are being posted back to me today and my pension is to be processed and signed off.
I asked the advisor if she could estimate how long that was likely to take and the advisor laughed! She was apologetic for laughing but said it’s very much a ‘how long is a piece of string’ question. She said that in theory it should all be sorted for this month but to be honest I shouldn’t expect it as it’s more likely to be April (but March if I’m lucky).
She talked about the backlogs and sympathised that it’s not ideal but didn’t want to tell me it’ll be with me this month when that’s not realistic!
Now considering sending an email to Richard Kirwan, cc to Jo Lewis.......

Hi, As Richard Kirwan is already on the case I would say drop him a line thanking him for his help so far and informing him that you've returned the forms, had confirmation that Capita have got them and say that you would expect the pension to be paid in February - the forms are back in time for the cut off date and given the delays so far you would like them to be actioned immediately. I think he'll get on to it - he usually does respond quickly - and get it through the system.

Personally I wouldn't mention the conversation with the advisor, bit unfair if she gets it in the neck for being honest ! We've all moaned enough about Capita just brushing us off with excuses, at lease she didn't do that. If your email just sticks to the facts - forms returned in time for Feb payment etc. you should get a positive response.

Well, that's just my view of course.

Good luck and let us know how you get on.

[Dennis Lewis]

Just a quick update on my pension request....
I sent my completed forms and ID docs back to Capita on Monday, I used Special Delivery and confirmed they’d arrived on Tuesday.
I’ve just called Capita to find out how things are progressing and I’ve been told that the ID docs are being posted back to me today and my pension is to be processed and signed off.
I asked the advisor if she could estimate how long that was likely to take and the advisor laughed! She was apologetic for laughing but said it’s very much a ‘how long is a piece of string’ question. She said that in theory it should all be sorted for this month but to be honest I shouldn’t expect it as it’s more likely to be April (but March if I’m lucky).
She talked about the backlogs and sympathised that it’s not ideal but didn’t want to tell me it’ll be with me this month when that’s not realistic!
Now considering sending an email to Richard Kirwan, cc to Jo Lewis.......

Hi Farouk,
Sorry you are being treated like this in your situation. And how professional of them - laughing at your perfectly reasonable question, given how long you have had to wait thus far, and then responding with 'how long is a piece of string'. What a dreadful response from an organisation being paid £31M of tax-payer's money to deliver our pensions. It's not exactly rocket science and there can't be that many approaching retirement at any given stage. They are now over a quarter of a whole year into the contract and as Dominic Arthur from the cabinet office was keen to point out 'they are not new to delivering pensions'. It beggars belief. I strongly urge you to get in touch with Dominic Arthur from the Cabinet Office (I posted his email address earlier in this thread) about this latest response and delay as well as emailing Richard Kirwan. You've got enough on your plate at the moment without all this. Try to have a Capita free weekend and pick it up again on Monday. Look after yourself

[Farouk7475]

Hi N60 and Dennis
Thanks so much for your replys.
I took your advice and emailed Richard Kirwan on Friday afternoon; kept it all very factual, just asking if he could look into the progress, etc.
I had a reply within 30 minutes saying he’d passed this matter onto the relevant department and I’ll get an update by Monday.
I’ve not heard anything yet but there’s still time. No sign of the ID documents as yet, hopefully they’ll be here soon.
Thanks again for your support, it’s so great knowing I’m not in this alone

[N60]

Hi N60 and Dennis
Thanks so much for your replys.
I took your advice and emailed Richard Kirwan on Friday afternoon; kept it all very factual, just asking if he could look into the progress, etc.
I had a reply within 30 minutes saying he’d passed this matter onto the relevant department and I’ll get an update by Monday.
I’ve not heard anything yet but there’s still time. No sign of the ID documents as yet, hopefully they’ll be here soon.
Thanks again for your support, it’s so great knowing I’m not in this alone

Reassuring reply from R Kirwan, - just stay on top of it though, it's a real pain but it seems that unless we check every step of the way that even the basic stuff doesn't happen automatically as it should. Still, when the pension hits the account it'll be worth it, more hard work than it ought to be though.

If you don't get anything tomorrow I reckon another "polite email" to Richard would be in order - saying you didn't hear on Monday as expected, reminding him of the delay and asking for confirmation that everything will be paid in Feb. But only do what you feel comfortable with.

Glad you're finding this thread of some help, we can't fix it but at least we can share our experience and hope it helps others.

[Farouk7475]

I have further news!
I emailed Richard Kirwan early this morning and received a reply straight away apologising for not contacting me yesterday and saying that he is waiting for full confirmation on my details this morning. I had another email mid morning confirming that my pension was all ready for the February payroll, so first payment on 28th. Also my lump sum is being processed and I should receive it by Wednesday next week at the latest, hopefully sooner.
Mr Kirwan certainly does seem on the ball!
So as much as I’m wary of getting too excited, I do feel like it’s all almost sorted and there’s an end in site.
I’m very slightly concerned that the ID documents haven’t arrived back yet, hopefully they’ll be back by the end of the week.
Anyone having problems obtaining their pension, don’t be afraid to contact Jon Lewis and Richard Kirwan, you’ll quickly see progress.

[N60]

That's great progress Farouk ! Yep, it certainly seems to be the experience we've had so far on this thread - try the normal route, that fails so email to Jon Lewis, that gets Richard Kirwan involved and then he stays on top of it, with little nudges when we need to.

Just a shame we have to go to those lengths for something that should be straightforward.

I think on a previous post Dennis was concerned about his documents but they came back OK ...... hope you get yours back soon ..... but if you don't you know who to contact !

[Dennis Lewis]

I have further news!
I emailed Richard Kirwan early this morning and received a reply straight away apologising for not contacting me yesterday and saying that he is waiting for full confirmation on my details this morning. I had another email mid morning confirming that my pension was all ready for the February payroll, so first payment on 28th. Also my lump sum is being processed and I should receive it by Wednesday next week at the latest, hopefully sooner.
Mr Kirwan certainly does seem on the ball!
So as much as I’m wary of getting too excited, I do feel like it’s all almost sorted and there’s an end in site.
I’m very slightly concerned that the ID documents haven’t arrived back yet, hopefully they’ll be back by the end of the week.
Anyone having problems obtaining their pension, don’t be afraid to contact Jon Lewis and Richard Kirwan, you’ll quickly see progress.

That's good to hear! Shame we have to go to such lengths to get our money but hopefully yours is sorted now. I got my birth-certificate back too - I was worried as I'd had to purchase a new one and to put originals in the post is very worrying but they came back okay. A friend of mine still on the post is about to retire and Capita have not even asked for a birth-certificate from him and his pension is going through okay. Just watch your tax - I've paid far too much and you don't get a statement (I've been on to them but even Richard Kirwan hasn't replied to this yet). I've still got my doubts about them but enjoy the experience of actually getting your pension at long last.

[N60]

Shame that Richard hasn't got back to you Dennis - and he was doing so well I wonder if his in box is a bit full ?

I did get my pension payslip eventually but it took a few times of asking and when it did come it had the wrong date but that didn't matter as what I needed to talk to HMRC was just the various reference and paye numbers so they could associate me with the pension and then send the tax codes to Capita. I know HMRC have sent them, to be fair they were quick and helpful, but whether or not Capita have actioned them I've yet to see .....waiting for Feb's pension payment. If not I'll be adding to Richards already overflowing email in box

[Dennis Lewis]

Shame that Richard hasn't got back to you Dennis - and he was doing so well I wonder if his in box is a bit full ?

I did get my pension payslip eventually but it took a few times of asking and when it did come it had the wrong date but that didn't matter as what I needed to talk to HMRC was just the various reference and paye numbers so they could associate me with the pension and then send the tax codes to Capita. I know HMRC have sent them, to be fair they were quick and helpful, but whether or not Capita have actioned them I've yet to see .....waiting for Feb's pension payment. If not I'll be adding to Richards already overflowing email in box

Richard's email box is a bit fuller as I've emailed him again and copied in the CEO - I'm on first name terms with them now and I can imagine them saying "it's that bloody Dennis again" ..... Joking apart, they have helped a lot of us, but it could be a ploy to stop us complaining too much (I'm getting cynical in my old age but they do seem to spend a lot of time correcting mistakes that their staff or inadequate systems have made - not really a CEO's job, shouldn't he be out there CEOwing ). It is diabolical that we have had to jump through so many hoops at every stage for something that should be an automatic hassle free process. Thank you for your help with the tax issue and I hope that Capita apply your new tax code in time for this months pension. It was a relief to finally get the lump sum and pension but we cannot exactly relax over this 3-4 months down the line, not what we would have expected from a pension scheme. They have caused a lot of stress for us guys and this thread has been and still is a huge support for us all.

[Dennis Lewis]

I've heard from Richard Kirwan today and according to his email the tax issue could be down to HMRC. I've copied his reply here - mainly to show that they have responded and that Richard Kirwan and the CEO continue to be on-the -ball - which is good for all of us to know

Dear Dennis

I will look into this matter - but I'm not sure why it would be up to you to sort out, as HMRC (on receipt of payroll information) should compare your other incomes and issue a new code (if applicable).

I will speak to our Payroll Manager today to confirm my understanding and enquire about the pay slips.

Yours sincerely

Richard
07826 876010

HMRC often drag their feet over tax refunds so it could be them or Capita not forwarding the information to them and between them they can hold onto our money a bit longer. All I know is I am paying too much tax and haven't got a PAYE ref to enquire about it. Will keep you posted.

[N60]

I've heard from Richard Kirwan today and according to his email the tax issue could be down to HMRC. I've copied his reply here - mainly to show that they have responded and that Richard Kirwan and the CEO continue to be on-the -ball - which is good for all of us to know

Dear Dennis

I will look into this matter - but I'm not sure why it would be up to you to sort out, as HMRC (on receipt of payroll information) should compare your other incomes and issue a new code (if applicable).

I will speak to our Payroll Manager today to confirm my understanding and enquire about the pay slips.

Yours sincerely

Richard
07826 876010

HMRC often drag their feet over tax refunds so it could be them or Capita not forwarding the information to them and between them they can hold onto our money a bit longer. All I know is I am paying too much tax and haven't got a PAYE ref to enquire about it. Will keep you posted.

Glad Richard's got back to you, restored our confidence in him !

You could end up caught between the two organisations here couldn't you. Technically, Richard's right, is it up to HMRC to notify Capita of the tax code .... but .... they can only do that if Capita have told them they are making payments. As Richard says, "on receipt of payroll information" - but that needs Capita to tell HMRC they are paying your pension.

When I spoke to HMRC about my overpayment (Dec and Jan were taxed wrongly) they said Capita hadn't told them that any payments had been made, even though they supposed to do so within 35days of making a payment. I found HMRC quick and helpful, they said as soon as I'd got the paye reference numbers (as on the payslip) they could sort out my tax codes at my request and advise Capita rather than waiting for Capita to tell them about the pension being paid. Which is what HMRC did do, once I got the payslip and spoke again with HMRC they issued the tax code immediately, so personally I haven't found them dragging their feet at all.

HMRC aside, why haven't Capita issued our payslips anyway? They clearly say they will send one when the pension is put into payment. They didn't and it was only after chasing it a few times that I eventually got one. I still think Capita haven't got their act together on this.

Even though I know HMRC have issued the right tax code I still have to wait for Febs pension before I'll know if Capita have actioned it.

At least you know Richard is chasing it and hopefully you'll get a response form the payroll manager that will sort it out for you.

[N60]

Sorry Dennis, meant to add to my last post
..... it might be useful to call HMRC ? ................ they'd be able to confirm your tax positon and tell you if they've had the notification from Capita - if they have then you know it's all being done and there'll be a change to your tax next month (hopefully) when Capita use the right code, but if HMRC haven't had the notification from Capita then you can get things moving with HMRC yourself and also go back to Richard with a "get on with it please" email, again !

Hope it all gets sorted out quickly. It's a pain, as as we've said many times before it's stuff that should be happening automatically but even allowing sufficient time enough for these things to happen they don't seem to unless we prompt. Very frustrating

[Dennis Lewis]

Thanks N60 - I will consider that next week now. Appreciate your efforts. Thought I'd post this to show that Capita are consistent if nothing else:

Capita at it again .....or not at it to be more precise! Article from The Guardian Sat 9th Feb. A woman had bought a TV from John Lewis. The TV had gone wrong and after unsuccessfully trying to fix it, John Lewis had offered a full refund for the TV and added cover - a total of £418. I quote from the letter and article as it will resonate with many of us:

'It is now more than nine weeks and I've still received nothing. I've contacted the company so many times via on-line chat, email and over the phone, but I'm getting nowhere'
AMH (initials for confidentiality).

The article addresses the issue and the Guardian help to get a full refund of £500 from John Lewis (rounded up as a gesture of good will from them) The article concludes and I quote:

'In August, John Lewis said it was ending a contract with Capita to run some of its call centres, and was taking its customer services all back in-house. We reported in 2015 that this was not going well. What possessed the store to outsource it in the first place?'

I've included this because it seems that Capita are good at this and they are obviously on the Guardian's radar. I wonder if any of us would receive a gesture of good will from the Cabinet Office for much greater inconvenience than a broken tele? Doubt it - what's that, hell has frozen over, I'm thinking of emailing the Guardian just in case though. Maybe time to go public. (What do you think?)

email: consumer.champions@theguardian.com

They ask you to include a daytime phone number.

[Skeptic]

Hi Dennis

Yes I tend to agree. What this needs is a class action. Lot's of irate RM pensioners all co-ordinated and maybe plonking themselves outside Capita's offices with suitable placquards with the local or mainstream newspapers tipped off beforehand so the demonstration is widely publicised. Capita are clearly imo unfit to manage this pension scheme. Something needs to be done.