Capita-utter farce-wrong details

[Dennis Lewis]

I wrote to John Hearn today and like Dennis I got a very swift reply, similar to the one Dennis got, in addition John Hearn also mentioned that it looks like we won't get any PI letters (just like we're not getting any pension payslips !). If that's the case I think Capita will find themselves inundated with enquiries and requests, here's what John Hearn said .......

" ......The actual position is very much worse than even you portray, and there is even a reluctance to issue the pension increase letters. They think it will reduce the workload but they’ll find out the hard way that members will be on the phone asking when the letters will issue, and then another querying how the calculation was made .... .....I ask that when members have problems they let me (and NFOP HO) know asap. "

Basically it looks like Capita are doing the bare minimum on the admin front and cutting corners to save costs .... this one could backfire though as they'll probably end up spending more on dealing with all the enquiries/complaints regarding PI than the cost of just sending out the letters out in the first place

We'll see what April brings.

Sounds about right but this won't trouble Capita - they'll just ignore all the enquiries . I think we should all have a Capita free weekend, recharge our batteries, focus on happier things and give no more than one-hour a week of our time to this dreadful organisation.

[N60]

I wrote to John Hearn today and like Dennis I got a very swift reply, similar to the one Dennis got, in addition John Hearn also mentioned that it looks like we won't get any PI letters (just like we're not getting any pension payslips !). If that's the case I think Capita will find themselves inundated with enquiries and requests, here's what John Hearn said .......

" ......The actual position is very much worse than even you portray, and there is even a reluctance to issue the pension increase letters. They think it will reduce the workload but they’ll find out the hard way that members will be on the phone asking when the letters will issue, and then another querying how the calculation was made .... .....I ask that when members have problems they let me (and NFOP HO) know asap. "

Basically it looks like Capita are doing the bare minimum on the admin front and cutting corners to save costs .... this one could backfire though as they'll probably end up spending more on dealing with all the enquiries/complaints regarding PI than the cost of just sending out the letters out in the first place

We'll see what April brings.

Sounds about right but this won't trouble Capita - they'll just ignore all the enquiries . I think we should all have a Capita free weekend, recharge our batteries, focus on happier things and give no more than one-hour a week of our time to this dreadful organisation.

Agree with the sentiments Dennis, though we do now have our pensions paid, others are still struggling and I know how useful I found this thread when "in battle". There is though plenty of good stuff on here to help those following on and a big to all the posts.

I too am weary of Capita's cavalier approach to the admin of the scheme and like your idea of more ..... actually, pity there's not a beer emoji !

Have a good weekend all.

[Steve_claret]

To answer your concerns about why Capita were awarded this contract a robust and open OJEU (Official Journal of the European Union) procurement competition, consisting of multiple stages was conducted during 2016/17. In October 2017, Capita Employee Benefits Ltd. were selected as the winning bidder because their overall offering was considered the best value against the evaluation criteria.

Typical governmental piffle. For best value replace with the cheapest option.

[Dennis Lewis]

This is the life! I have found it a lot better living mostly Capita free rather than letting them take over my life, but I am still checking in here a couple of times a week for updates. I am pleased to see that there are no more newcomers having problems with their pensions it would seem, so perhaps Capita have had a bit of a roasting over this. I noticed that John Hearn from the National Federation of Occupational Pensioners was viewing this thread (we were the only two at the time - each waiting for the other to move like a couple of gunslingers ha-ha), so he has been committed enough to sign up and take a look for himself. Let us hope that he is slowly building up evidence to go in and help sort the mess out once and for all. My biggest problem with Capita now is the knowledge that they just don't respond should I ever need to contact them again. I have finally had my pay slip with an apology and an assurance that they are trying to improve (a big thing for Capita to admit but then they couldn't get much worse really, unless they try - sorry I'm being cynical). Thanks to all for posting and sharing your experiences, and please continue posting now and then to keep this thread alive as it has been a big help to a lot of people, myself included.

All good wishes

[N60]

Sounds like you're enjoying your Dennis !

Glad to hear you got your payslips ..... how ?? I'm still waiting and think I need to ask ...... again - was it Richard again that managed to get them for you ?

I think you may be right that we'll have the same run around when we need to contact Capita in the future, I really hope not though and fingers crossed they get themselves organised ........I wonder how the Pensions Increase in April is going to go

In the meantime, enjoy the good life ...... you never know what's round the corner, I found myself in hospital having an emergency operation op on Monday night - appendicitis ...... must say that whilst in there Capita never crossed my mind

All best wishes.

[Dennis Lewis]

Sounds like you're enjoying your Dennis !

Glad to hear you got your payslips ..... how ?? I'm still waiting and think I need to ask ...... again - was it Richard again that managed to get them for you ?

I think you may be right that we'll have the same run around when we need to contact Capita in the future, I really hope not though and fingers crossed they get themselves organised ........I wonder how the Pensions Increase in April is going to go

In the meantime, enjoy the good life ...... you never know what's round the corner, I found myself in hospital having an emergency operation op on Monday night - appendicitis ...... must say that whilst in there Capita never crossed my mind

All best wishes.

Hi N60. So sorry to hear you've had to go into hospital for an emergency operation and hope you are improving. I'm sure all the worry and stress over Capita hasn't helped any of us but health is the most important thing and that's why I suggested we keep Capita on the back-burner rather than letting them impinge too much - life's too short. I think I just got lucky with the payslip (maybe they have a payslip lottery and I won the the top prize of a payslip delivery - the only one in the universe ). I did get kind of an apology too so perhaps the Cabinet Office threatened to take the contract away from them if they didn't grovel to me personally. Anyway back to the grindstone . Rest up and here's to a speedy recovery

[N60]

Thank Dennis - all's well and I am enjoying many

[Robbyjohn]

I wouldn't hang around too long in complaining, they rely on people's good will and use delaying tactics to cover up the mess they are creating. If anyone is thinking of going to the pensions ombudsman, the ombudsman advise that you lodge a complaint to Capita first to give them the chance to sort it out. I lodged my complaint with Capita ten days ago (which they acknowledged in all fairness - thanking me for my patience (another delaying tactic) and I've still not heard anything even though I've sent Capita five emails since my complaint (all ignored), trying to get them to act on their commitment to administer my pension. I've complained to the pensions ombudsman today. The CEO of Capita is new to the job and is out to make his mark, and has helped thus far, so we should perhaps copy him into emails. However, he'll soon get fed up of this and I'm sure reality is biting now that he is presiding over Capita's 50,000 failed cervical screening invite letters (not really mentioned in the news for some reason) - he could be a tad angry as ultimately it is his neck in the noose. My advice: contact them by email rather than phone because this is evidence. Don't wait too long before lodging a complaint and build evidence to present to the ombudsman.

I was due to receive my pension and lump sum mid December still waiting capita are awful I've lodged second compliant after being offered a paltry £100 compensation.
After much argument they advanced me some of my lump sum but still owe me many thousands of pounds my advice to anyone nearly reaching nra is start chasing them up now.
I told capita for all Royal mails faults they know how to shuffle paper

[Black7]

A very quick update from me, I emailed the cabinet office AGAIN, calling into question the "robust" system used to appoint Capita as administrators considering their history of failure as early as 2012.
No response but then I don't want a protracted conversation that will end up nowhere.
Emailed Richard again 18th March to chase and the reply
"I know the AVC disinvestment was chased again last week, I have asked for a further chaser to be sent today.
In respect of your complaint, I understand you were sent a response by Karen Wilson (£50 compensation), while I believe Karen was absolutely trying to help both sides out, given your response to Karen I’m not sure that has been achieved – I was intending to respond in full once the benefits were finalised, which I will."
I have now received a phone call from RSMPS and I have been informed my pension will be paid at the end of this month.
I have requested a full and detailed breakdown of the sums involved, so we shall see.
I'm not holding out much hope though.

[Robbyjohn]

You can put all the blame squarely at capita' door they can't even keep their own staff
I've been waiting since mid December for my nra 60 benefits I eventually got my benefit illustration on 3rd Feb but still no money.
I had been dealing with a guy called Matt just phoned now and been informed he left last week

[Dennis Lewis]

You can put all the blame squarely at capita' door they can't even keep their own staff
I've been waiting since mid December for my nra 60 benefits I eventually got my benefit illustration on 3rd Feb but still no money.
I had been dealing with a guy called Matt just phoned now and been informed he left last week

Sorry to hear of yet another having problems with Capita. A few of us managed to get things moving only by copying the CEO of Capita Jon Lewis into the loop. Also John Hearn from the National Federation of Occupational Pensioners is building evidence against them. The more people that complain about them the better.

Useful contacts:
Capita CEO: Jon.Lewis@capita.com
(email john@john-hearn.eu
national federation of occupational pensioners)

Debra Soper, Head of Civil Service and Royal Mail Pensions.
debra.soper@cabinetoffice.gov.uk

Karen Wilson
Governance Manager, Civil Service &
Royal Mail Pensions
Cabinet Office
Priestley House | Priestley Road | Basingstoke | RG24 9NW
E: karen.wilson@cabinetoffice.gov.uk T 01256 846548 M: 07525 354092

Keth.Osborn@nao.org.uk
pensions ombudsman: http://www.pensions-ombudsman.org" onclick="window.open(this.href);return false;

Hope this helps and good luck with getting it sorted soon

[Dennis Lewis]

Hi guys,
For all the latest news on Capita try this link:
https://www.newsnow.co.uk/h/Hot+Topics/Capita" onclick="window.open(this.href);return false;

[Dennis Lewis]

A very quick update from me, I emailed the cabinet office AGAIN, calling into question the "robust" system used to appoint Capita as administrators considering their history of failure as early as 2012.

Keep up the good work Black7. That's my Capita quota for the week. I'm still awaiting replies from Debra Soper, the ombudsman, the NAO and my MP - not exactly quick are they but if we keep at them - that's all we can do.... back to the grindstone

[Black7]

FINALLY, I have now been paid my AVC's, back dated pension payments AND an enhanced compensation offer in excess of £50, which I have accepted
My advice for what its worth, DONT give up, utilise ALL the info in this thread, lots of good advice, email everyone every week and make a right royal pain in the ass of yourself, it worked for me.
Just hope I am now on the payroll run each month.
Keep at it everyone, looking forward to a Capita AND Brexit free weekend!
Dave

[Dennis Lewis]

FINALLY, I have now been paid my AVC's, back dated pension payments AND an enhanced compensation offer in excess of £50, which I have accepted
My advice for what its worth, DONT give up, utilise ALL the info in this thread, lots of good advice, email everyone every week and make a right royal pain in the ass of yourself, it worked for me.
Just hope I am now on the payroll run each month.
Keep at it everyone, looking forward to a Capita AND Brexit free weekend!
Dave

Hi Dave,
Delighted for you that it has finally been resolved to your satisfaction. Your pension should be okay now as it's a computer program and should run by itself . Thanks for your posts and good luck.