Capita-utter farce-wrong details

Post by **stephen500** » 03 Dec 2018, 11:04

N60 wrote:I'm experiencing the same problems - have been writing, calling and emailing Capita about my pension for 6 weeks now with absolutely no response. The folk on the call desk are polite and apologetic but completely ineffectual. One of them told me that whilst the Capita centre is in Darlington the work is done by teams in Sheffield and communications aren't good. It also seems that there isn't much monitoring or chasing by Capita so I keep asking them about my pension, they pass it on to Sheffield, nothing happens and then I call/write/email Capita again and it all disappears into the same black hole. So far my calls, emails and letters have resulted in one standard email reply saying I would hear in 10 working days, I didn't so I called and emailed again, still nothing. Sent a formal complaint letter 12 days ago, still nothing, not even an acknowledgement - and I know they've got the letter, it was special delivery tracked. It's absolutely appalling that they just don't respond. It's also very frustrating and worrying ....only 8 working days to go before pensions due date and I still have nothing at all about my pension. Have called them again today and been promised a return call this afternoon, we'll see. If nothing happens then I'll be sending an email to jon lewis (thanks for posting his email address) and also writing to the pensions ombudsman, hopefully that'll get something moving but it really shouldn't have to come to this. Good luck to all dealing with the same problems - and please keep posting and sharing info.

Are you a member of the CWU and if so have you contacted them?

Post by **Skeptic** » 05 Dec 2018, 13:52

Update:

I emailed the Capita CEO directly last Friday to complain. Got emails back same day apologising and further emails from his direct reports who had been kicked up the backside.

My pension valuation which I had been waiting 3 months for, was emailed directly to me Monday and Capita emails say the hard copy is in the post, First Class.

Looks like you need to complain high up the management chain to get an individual case sorted.

Dennis Lewis · Post by **Dennis Lewis** » 05 Dec 2018, 19:22

Skeptic wrote:Update:

I emailed the Capita CEO directly last Friday to complain. Got emails back same day apologising and further emails from his direct reports who had been kicked up the backside.

My pension valuation which I had been waiting 3 months for, was emailed directly to me Monday and Capita emails say the hard copy is in the post, First Class.

Looks like you need to complain high up the management chain to get an individual case sorted.

Pleased the CEO helped - he seems on-the-ball, and a gent which helps a little. I had the forms emailed and then two lots through the post! I now have to send an original birth-certificate (very worrying). We'll see what happens! Certainly haven't ruled out class action if things don't improve. Once the pension is activated it's a computer program and could be okay as they don't have to do anything. Keep our fingers crossed and good luck.

N60 · Post by **N60** » 05 Dec 2018, 19:25

An update ...... first though thanks for all the posts, really helpful to see how you're getting on. Hopefully my experience will help others, or at least reassure you you’re not alone - though that won’t pay the heating bill !

Overall it’s been an uphill struggle and not finished yet but think I may soon get my pension and lump sum.

After my last post here I sent an email to Jon Lewis (21St Nov) and to be fair he got straight on it and passed my complaint to the pension team for attention. That day I got emails and phone calls from Richard Kirwan (same chap Dennis mentioned). Great, progress at last I thought.

But then a bit of a drag as the promised paperwork (posted) did not arrive, still hasn’t, despite being told it’s been sent recorded delivery, no sight of it at all, I’m still not convinced it’s ever been sent. Likewise emails with forms attached didn’t arrive as promised either but on contacting Richard again things did swing into action. Forms then received via email, completed them and sent back straight away. All quiet since, only been a few days since forms returned but Lump Sum is now overdue and pension due this month. So, am hoping everything’s just going through the system but will be emailing Richard again if I hear nothing in the next few days. Still not home and dry yet.

All the people I’ve manged to speak to/email at Capita have been polite and sympathetic but have all said that there’s a big backlog of work, it’s not clear if that’s due just to the handover or if there was a backlog anyway at Sheffield. One chap told me that there was “a lot more work than they (Sheffield) told us about”. Though the work is still being done at Sheffield so they’d have known what was involved, wouldn’t they ? There were also clear hints that Darlington & Sheffield haven’t quite got their “working relationship” sorted out. I’m not sure Darlington really know which way is up at the moment – it’s there that everything gets printed and posted and it seems to be a real shambles.

All in all it's been messy and worrying. At the moment I’m reassured that someone is doing something with my pension but I’d really like it to be finished and in the bag. It really shouldn’t be this hard to get it sorted and once it’s all paid I’m still going to follow up with my complaint.

Good luck all.

oldrangersW12 · Post by **oldrangersW12** » 05 Dec 2018, 19:34

Dennis Lewis wrote:
Skeptic wrote:Update:

I emailed the Capita CEO directly last Friday to complain. Got emails back same day apologising and further emails from his direct reports who had been kicked up the backside.

My pension valuation which I had been waiting 3 months for, was emailed directly to me Monday and Capita emails say the hard copy is in the post, First Class.

Looks like you need to complain high up the management chain to get an individual case sorted.
Pleased the CEO helped - he seems on-the-ball, and a gent which helps a little. I had the forms emailed and then two lots through the post! I now have to send an original birth-certificate (very worrying). We'll see what happens! Certainly haven't ruled out class action if things don't improve. Once the pension is activated it's a computer program and could be okay as they don't have to do anything. Keep our fingers crossed and good luck.

You don't have to send your original birth certificate, a photocopy will suffice. If I remember correctly it should say on the form do not send original copies. I sent a photocopy of mine and was all processed OK.

N60 · Post by **N60** » 05 Dec 2018, 19:40

oldrangersW12 wrote:
Dennis Lewis wrote:
Skeptic wrote:Update:

I emailed the Capita CEO directly last Friday to complain. Got emails back same day apologising and further emails from his direct reports who had been kicked up the backside.

My pension valuation which I had been waiting 3 months for, was emailed directly to me Monday and Capita emails say the hard copy is in the post, First Class.

Looks like you need to complain high up the management chain to get an individual case sorted.
Pleased the CEO helped - he seems on-the-ball, and a gent which helps a little. I had the forms emailed and then two lots through the post! I now have to send an original birth-certificate (very worrying). We'll see what happens! Certainly haven't ruled out class action if things don't improve. Once the pension is activated it's a computer program and could be okay as they don't have to do anything. Keep our fingers crossed and good luck.
You don't have to send your original birth certificate, a photocopy will suffice. If I remember correctly it should say on the form do not send original copies. I sent a photocopy of mine and was all processed OK.

That's interesting, I've been told to send all originals - birth certificate and marriage certificate for spouse pension. I queried it and was told that they need to see originals for audit purposes. Same old case of right hand/left hand .......

oldrangersW12 · Post by **oldrangersW12** » 05 Dec 2018, 19:51

N60 wrote:
oldrangersW12 wrote:
Dennis Lewis wrote:
Skeptic wrote:Update:

I emailed the Capita CEO directly last Friday to complain. Got emails back same day apologising and further emails from his direct reports who had been kicked up the backside.

My pension valuation which I had been waiting 3 months for, was emailed directly to me Monday and Capita emails say the hard copy is in the post, First Class.

Looks like you need to complain high up the management chain to get an individual case sorted.
Pleased the CEO helped - he seems on-the-ball, and a gent which helps a little. I had the forms emailed and then two lots through the post! I now have to send an original birth-certificate (very worrying). We'll see what happens! Certainly haven't ruled out class action if things don't improve. Once the pension is activated it's a computer program and could be okay as they don't have to do anything. Keep our fingers crossed and good luck.
You don't have to send your original birth certificate, a photocopy will suffice. If I remember correctly it should say on the form do not send original copies. I sent a photocopy of mine and was all processed OK.
That's interesting, I've been told to send all originals - birth certificate and marriage certificate for spouse pension. I queried it and was told that they need to see originals for audit purposes. Same old case of right hand/left hand .......

Sounds about right, every time I phoned one advisor contradicted another. Never got a straight answer, was so frustrating.

Driver74 · Post by **Driver74** » 05 Dec 2018, 22:38

Maybe capita don’t know the correct rules I had a choice of sending a copy of either driving license passport or birth certificate I photocopied my drivers license and that was sufficient but that was before capita got involved

Dennis Lewis · Post by **Dennis Lewis** » 05 Dec 2018, 23:05

Yes the old lot asked for copies and I sent a copy of my driving licence way back in June - a whole six months - half a damn year ago sounds better. Seems that was lost. Anyway capita insist on original ink signed documents (this really worries me but you have to go with it). Keep posting and thanks for sharing your experiences

NWpostie · Post by **NWpostie** » 07 Dec 2018, 08:16

Its a huge risk sending original documents out if they have a habit of losing forms.

JKelly · Post by **JKelly** » 07 Dec 2018, 11:48

I've just been fobbed off again, despite being told last week that they were just waiting for a member of the team to authorise my pension valuation and that it would be sent out either Friday or Monday. Today I phoned again and they stated that my valuation has still not been authorised yet and that it has now been forwarded to the 'Escalations Team', and that I would receive a phone call from them on Monday. It's not a phone call I need, it's my valuation that I want so that I can make a decision on if to take my pension or not.

I am over 55 so I can take my pension now if I wish to, and I estimate that I have now missed out of approximately £2400 in gross income since commencing my initial enquiry into this.

I stated on the phone that I wished to make a formal complaint due to the poor service I have received. I was informed that complaints have to be submitted in writing. According to their website, it can take up to two months for complaints to be resolved .

I am not sure what else I can do.

oldrangersW12 · Post by **oldrangersW12** » 07 Dec 2018, 13:21

JKelly wrote:I've just been fobbed off again, despite being told last week that they were just waiting for a member of the team to authorise my pension valuation and that it would be sent out either Friday or Monday. Today I phoned again and they stated that my valuation has still not been authorised yet and that it has now been forwarded to the 'Escalations Team', and that I would receive a phone call from them on Monday. It's not a phone call I need, it's my valuation that I want so that I can make a decision on if to take my pension or not.

I am over 55 so I can take my pension now if I wish to, and I estimate that I have now missed out of approximately £2400 in gross income since commencing my initial enquiry into this.

I stated on the phone that I wished to make a formal complaint due to the poor service I have received. I was informed that complaints have to be submitted in writing. According to their website, it can take up to two months for complaints to be resolved .

I am not sure what else I can do.

Email the CEO Jon.lewis@capita.Co. UK outline what you've stated above. I along with others have done this and got a result. Give it a go.

JKelly · Post by **JKelly** » 07 Dec 2018, 14:28

Email the CEO Jon.lewis@capita.Co. UK outline what you've stated above. I along with others have done this and got a result. Give it a go.

Thanks for the advice. I will give it a go.

Dennis Lewis · Post by **Dennis Lewis** » 07 Dec 2018, 15:16

JKelly wrote:
Email the CEO Jon.lewis@capita.Co. UK outline what you've stated above. I along with others have done this and got a result. Give it a go.

Thanks for the advice. I will give it a go.

Yes email the CEO - he seems to be on the ball. This is absolutely diabolical though. In all my years I have never met anything like it. We should not be having to chase things up like this. Capita have had or will get £31 M to administer our pensions

NWpostie · Post by **NWpostie** » 07 Dec 2018, 17:30

Minimum wage staff with minimum wage attitude.