Capita-utter farce-wrong details

NWpostie · Post by **NWpostie** » 20 Nov 2018, 14:39

Capita and Carillion seems to be cut from the same cloth, jobs for the boys however incompetent they are, putting people's lives on hold, while they pick up the bonus and employ minimum wage staff with an attitude to match to cock things up.

Post by **RobertT** » 20 Nov 2018, 14:43

The CWU are supposed to be monitoring the changeover to Capita, so I would suggest anyone experiencing problems chould contact them. The relevant LTB is here. And their contact details here.

It was the Cabinet office who authorised it, so complaining to them might also be an option. Their webpage is here.

Your MP too.

Let's put these muppets and their incompetence on the map!

Dennis Lewis · Post by **Dennis Lewis** » 20 Nov 2018, 20:45

It is dreadful how Capita are treating people. You expect your pension to go through without problems and it is the wrong time of life for all this worry and hassle. Royal Mail Pensions always kept me well informed and seemed efficient - but Capita, I've never met such a shower of s**t. My pension and lump sum is nearing a month late. All you get from them if they do bother to respond is delaying tactics. I urge people to get complaints in, they've had plenty of time and it's not exactly rocket science. There can't be that many of us approaching pension start dates at any given time. I feel that the only way we can resolve it is by going through their complaints procedure and then go to the pensions ombudsman as quickly as possible. I've tried to email the cabinet office as they are still managing RMSPS but can't find their email address - (they fragment into different departments and I'm not sure if RMSPS comes under DWP) - any suggestions? Let's also try to keep some humour - I was going to see if the government could get capita to sort brexit out (that would find them out). Best wishes to all

Dennis Lewis · Post by **Dennis Lewis** » 20 Nov 2018, 22:11

Just a quick update re Crap-at-it. Thanks for link to UCW posted earlier - have informed them - we need to keep up the pressure. Certainly have not ruled out national media or watchdog further down the line. I'm like a dog with a bone - woof!

Dennis Lewis · Post by **Dennis Lewis** » 21 Nov 2018, 09:27

Did I say UCW? Sorry guys should have been CWU. I got it completely arse-about-face and have obviously been in contact with Capita. I've got all the symptoms of Capita Traumatic Stress Disorder and am off to see the Doctor. I'm sure I'll only have to mention the word Capita and the Doctor will throw a wobbler too - seeing as they are helping to mess the NHS up as well. I quote from the Guardian 15/11/18. (Reporter: Haroon Sadique)
'The British Medical Association (BMA) which represents doctors in the UK, said it is the latest in a series of blunders by Capita, which is contracted to provide GP back-office services. The BMA have written to the boss of NHS England, Simon Stevens, urging him to strip the company of the contract and take the services back in-house

- Such a glowing reference as to the company's ability.

JKelly · Post by **JKelly** » 21 Nov 2018, 19:46

Hope you don't mind me adding to your thread about Capita.

I am a deferred member having left service in 2002. I am over 55 and I am now considering taking my pension and lump sum now with the reduced rate but before I do so I want confirmation of the value of my pension and lump sum.

I wrote to RMP on 13th Sept requesting exact details of my pensions worth for monthly/annual income and lump sum. They quickly responded sending me a Lifetime Allowance Declaration (LTA) form to complete along with requesting a copy of my passport. I completed both and returned the items to them on the 26th September. Since then I have heard nothing! I have phoned them twice now (most recently last Friday) to confirm they have received the items requested, to which they have confirmed. Each time I have phoned I feel like I am just being fobbed off. They tell me my request is in their queue to be processed, and to expect a reply within about 10 working days or call them back if I don't hear (I won't hold my breath). The thing is, no one seems to be able to tell me how long this process should take.

I can't think of any other industry or organisation where a (appears to be a) simple request like this takes such a ridiculous amount of time. If they would have written to me acknowledging my request and told me it would take a maximum of x weeks/months at the beginning, I would have probably accepted that. When I first looked into this I thought if I do take my pension early, it will be a nice welcome sum of money just before Christmas but even this now appears a distant dream.

Rant over.

Dennis Lewis · Post by **Dennis Lewis** » 22 Nov 2018, 22:02

Quick update. Received forms from Pensions Ombudsman - Early Resolution Team - could take 2-4wks from receiving forms but at least they seem on-the-ball. Copied in email to Capita CEO (thanks for email address) but he has not responded (think he's wondering what he's let himself in for by now). Have contacted Cabinet Office (thanks for link posted earlier). Get your complaints in guys it's a long slow process but the more people complain the better for future pensions. Does anybody know anything about the freedom of information act? I know that Capita are involved in disability assessment now and someone found that they had a backlog of 30,000 unanswered emails on that programme. If this is the norm for them it would explain why we never hear anything. My guess is that instead of answering the emails they have teams of people trying to count them and every-time the phone rings they lose count and have to start again! All good wishes

heapsy · Post by **heapsy** » 22 Nov 2018, 22:29

Dennis Lewis wrote:Quick update. Received forms from Pensions Ombudsman - Early Resolution Team - could take 2-4wks from receiving forms but at least they seem on-the-ball. Copied in email to Capita CEO (thanks for email address) but he has not responded (think he's wondering what he's let himself in for by now). Have contacted Cabinet Office (thanks for link posted earlier). Get your complaints in guys it's a long slow process but the more people complain the better for future pensions. Does anybody know anything about the freedom of information act? I know that Capita are involved in disability assessment now and someone found that they had a backlog of 30,000 unanswered emails on that programme. If this is the norm for them it would explain why we never hear anything. My guess is that instead of answering the emails they have teams of people trying to count them and every-time the phone rings they lose count and have to start again! All good wishes

Great news. Keep pushing. If you are over due your pension, I would be pushing for compensation, as I don't think they can back date your claim. Keep us informed.

Post by **fly-catchers** » 22 Nov 2018, 22:31

Obviously not working out as they expected!

Following the announcement of the award of the contract for scheme administration to Capita we have put in place additional processes to manage this transition. This includes the appointment of a transition manager and the creation of a transition project board.
There is a risk that joint members of the RMSPS and RMPP will not receive the same seamless service once RMG,currently the administrator for both schemes, is no longer the administrator.
Cabinet Office is working with the Trustees and both administrators to ensure a seamless service will continue to be delivered.

Dennis Lewis · Post by **Dennis Lewis** » 22 Nov 2018, 22:45

Cheers heapsy - will certainly look for compensation now you've mentioned that - thanks

lesterpiggott · Post by **lesterpiggott** » 26 Nov 2018, 21:12

I inquired to Capita at the beginning of October about taking my pension out as i am approaching 55. Despite me sending a letter , numerous phone calls and numerous e mails i have had absolutely no response apart from being constantly fobbed off over the phone. Its been "Escalated is all i keep hearing from there staff in the call centre.
If i hear that word again i will scream !

I have recently emailed the CEO (thanks to someone on here leaving his email address and have also emailed the pensions ombudsman .

It is an absolute farce, the government have saved millions by giving the contract to Capita and the public are suffering as usual.

Capita are an utter disgrace . 2 months of waiting for a pension valuation or just an explanation of why i am waiting so long, but nothing !!!!

Help !!!!

Dennis Lewis · Post by **Dennis Lewis** » 27 Nov 2018, 14:37

MY PENSION UPDATE
Hi guys, it's been a whole month since my RMSPS pension should have started and absolutely nothing at all. Then I got an email
from the CEO of Capita Mr Jon Lewis earlier today which I've copied in here (perhaps he's a long lost cousin):

Mr Lewis
Firstly, let me apologise for having to escalate this to me. I have forwarded to the executive officer responsible for this
business and asked them to address as a matter of priority.

Regards, Jon

I can tell by the way he said 'this business' that he's probably sick of them too but fair play to the guy, you wouldn't really expect a reply from the CEO and he seems a gent.

I replied to him:

Dear Mr Jon Lewis,

Thank you for your email responding to my failed pension. I realise you are a busy man and apologise for having to escalate
this to you, but Capita enquiries team are absolutely useless and they have left little alternative. Other ex-posties are
experiencing problems and are probably also copying you into emails. It is a difficult position for you and you are the only
one that seems to respond - a true gent thank you.

Yours sincerely,

Dennis Lewis

In less than one hour I had two emails of apology. One from a Mr Richard Kirwan Richard Kirwan | Head of Complaints |
Customer Relations Team (CRT) Capita Employee Solutions
Hartshead House 2 Cutlers Gate Sheffield S4 7TL
Tel: 07826 876010 http://www.capitaemployeesolutions.co.uk" onclick="window.open(this.href);return false;

and the second from
Jordan Peters | Royal Mail Statutory Pension Scheme Team
Capita Employee Solutions | Hartshead House, 2 Cutlers Gate,
SHEFFIELD, S4 7TL With an attached pension kit

In the meantime, I sent my forms off to the pensions ombudsman yesterday and have also contacted the National Audit Office -
these look into how public money is used and go through the provider's (capita's) administration on behalf of the tax-payer
who are,in this case, paying out £31 M to Capita - they need a receipt of value as such and on the evidence thus far - cough!
I'm underwhelmed cough! The NAO, like most government agencies, will need more than one complaint but I've informed them there could be more on the way. So guys keep complaining.

Useful contacts:

Complaing to capita: customer.relations.pensions@capita.co.uk
CEO of capita: jon.lewis@capita.co.uk
cabinet office: publiccorrespondence@cabinetoffice.gov.uk
pensions ombudsman: http://www.pensions-ombudsman.org" onclick="window.open(this.href);return false;
national audit office; http://www.nao.org.uk" onclick="window.open(this.href);return false; (look for raising issues and then whistle blowing. This takes you to an on-line form)

Good luck guys - keep posting! Will keep you informed as I've still got my doubts about them.

Post by **stephen500** » 27 Nov 2018, 17:35

Having read this, I will be taking it a year early, to be sure I get it. I have told Dave Ward about this today by e mail.

JKelly · Post by **JKelly** » 29 Nov 2018, 15:03

JKelly wrote:Hope you don't mind me adding to your thread about Capita.

I am a deferred member having left service in 2002. I am over 55 and I am now considering taking my pension and lump sum now with the reduced rate but before I do so I want confirmation of the value of my pension and lump sum.

I wrote to RMP on 13th Sept requesting exact details of my pensions worth for monthly/annual income and lump sum. They quickly responded sending me a Lifetime Allowance Declaration (LTA) form to complete along with requesting a copy of my passport. I completed both and returned the items to them on the 26th September. Since then I have heard nothing! I have phoned them twice now (most recently last Friday) to confirm they have received the items requested, to which they have confirmed. Each time I have phoned I feel like I am just being fobbed off. They tell me my request is in their queue to be processed, and to expect a reply within about 10 working days or call them back if I don't hear (I won't hold my breath). The thing is, no one seems to be able to tell me how long this process should take.

I can't think of any other industry or organisation where a (appears to be a) simple request like this takes such a ridiculous amount of time. If they would have written to me acknowledging my request and told me it would take a maximum of x weeks/months at the beginning, I would have probably accepted that. When I first looked into this I thought if I do take my pension early, it will be a nice welcome sum of money just before Christmas but even this now appears a distant dream.

Rant over.

I'm glad that I didn't hold my breath. It's now 9 working days since they told me I should expect to hear from them within 10 working days, so I just phoned them again to ask where my pension valuation was. I was told that my pension valuation and necessary forms to withdraw my pension and lump sum are just waiting to be authorised, and that they will be sent out to me either tomorrow Friday or Monday. (I won't hold my breath for this either). If I do not receive any response by next Tuesday then I will escalate this using contact details given above (many thanks).
Once I do eventually receive my valuation and forms and complete them, and then send them back to them, I have no idea as to how long the process will take before I will actually receive MY money, given Capita's current track record.

Post by **Skeptic** » 29 Nov 2018, 20:50

Dear oh dear.

Thought I would tentatively Google "Royal Mail pension Capita Complaints" to see if anyone else was having issues and I find this thread !!!

Well count me for another ex-RMG employee also experiencing total failure by Capita.

I wrote to the RM Pensions team early September simply asking for a valuation for taking my pension early at 55. Like others here I was sent an LTA form to complete which I dutifully did and sent back. Then heard nothing at all. Phoned the contact number 2-3 weeks later to find that Crapita have taken over and got the same fob off from helpdesk staff that everyone else has. Since then I've phoned them at least 2 more times to be told it had been escalated and spoke to a member of the Escalations team on one of the calls. They asked me to wait to the end of the week and I would get a call back. Of course nothing happened. Another week went by.

Today I phoned them again, said I would be contacting the Ombudsman and possible consumer sites like Which? magazine and newspapers if they don't sort this out. Got the same feedback as others here with the helpdesk saying the Ombudsman won't bother unless I have first logged a complain with them. I insisted on being transferred to Escalations team where I spoke to a Tarnia. She told me there were 3 people in that team, herself, Michael and Debbie. She said that their staff were working weekends to clear back log. Also told me that she could see my valuation had been authorised and should be a priority because it will be a "Past Paid" case.

Nevertheless she asked me to wait this weekend and that she would contact me Monday, for which she took my number.

So today is more or less the end of November. So its been almost 3 months just trying to get a bloody valuation for taking my pension at 55. It's farcical and actually extremely worrying.

I mean what level of confidence can I have if and when it actually arrives that they have the right numbers ?

How can we tell ?

To be honest I think given the scale of this ineptitude and that so many people seem to be in the same boat, we might benefit from some kind of Class Action. Essentially a collective protest group for which we could actually cause a bit of a storm by picketing outside Capita's office having invited the local and national journalists. What do people think? Our pensions are important and we can't have them administered by a completely incompetent outfit.