Capita-utter farce-wrong details

FAB · Post by **FAB** » 29 Apr 2019, 16:08

windermeredave wrote:One day to go before the pension gets paid in with hopefully the annual increase, I was assured last week the letters had been sent out, still nothing. utter bloody shambles. how the hell can we check if we are paying the right amount of tax if we don't know are gross income?

Are you registered with the Government Gateway? They show the pension amounts and tax on your personal page several days before payment.

N60 · Post by **N60** » 29 Apr 2019, 17:26

FAB wrote:
windermeredave wrote:One day to go before the pension gets paid in with hopefully the annual increase, I was assured last week the letters had been sent out, still nothing. utter bloody shambles. how the hell can we check if we are paying the right amount of tax if we don't know are gross income?
Are you registered with the Government Gateway? They show the pension amounts and tax on your personal page several days before payment.

Hi, you'll see from earlier posts that others have had problems re tax/payslips. Like FAB I go to my tax account on line via the Govt Gateway and think that's a great way to access it ..... but .... as Capita didn't inform HMRC about my pension for several months even though they are supposed to within 30 days (could be 35) of first payment I was incorrectly (over) taxed for several months. HMRC couldn't do much about it as I didn't have a PAYE ref (that's on the non existent payslip) so in the absence of Capita notifying them coupled with me unable to provide info it was catch 22.

Eventually got sorted and got tax refund but took a while and frustrating. That aside, though it might not appeal to everyone, here's a link someone previously provided to for personal tax account on line,
https://www.gov.uk/personal-tax-account" onclick="window.open(this.href);return false;.

As for the Pensions Increase ...... I've still no letter from Capita but will see what arrives in the bank tomorrow and then chase the letter up, which I'm expecting will be another

event but am hoping it won't be, we'll see !!

Post by **windermeredave** » 29 Apr 2019, 23:15

FAB wrote:
windermeredave wrote:One day to go before the pension gets paid in with hopefully the annual increase, I was assured last week the letters had been sent out, still nothing. utter bloody shambles. how the hell can we check if we are paying the right amount of tax if we don't know are gross income?
Are you registered with the Government Gateway? They show the pension amounts and tax on your personal page several days before payment.

Yes that was actually an afterthought, the total gross pension for the year showing was actually less than the last tax year, bloody strange that, but as you say there was a statement of the first payment and tax paid and the increase was included. just have to wait till tomorrow now and see if its the same.

Dennis Lewis · Post by **Dennis Lewis** » 02 May 2019, 20:10

Well you can knock me over with a flying pig! I've had a pension increase letter and a payslip

. Let's hope they are finally turning the corner. I also had a letter from my MP John Spellar, he'd asked a question in parliament which was documented by TrueBlueTerrier on a a different forum on Royal Mail Chat https://www.royalmailchat.co.uk/communi ... ms#p849667" onclick="window.open(this.href);return false;. I include this link to highlight that there has been a lot happening in the background. I believe John Hearn from the National Federation of Occupational Pensioners was meeting up with the Cabinet Office and Capita 1st May as part of the governance team. He has issues with Capita and payslips/pension increase letters and proper accounting for HMRC but also the litany of complaints about enquiries and how we have been ignored and fobbed-off. So things hopefully seem to moving in the right direction but don't quote me on this

Post by **baldrick** » 03 May 2019, 06:57

I got my letter with increased rate for 2019/20 yesterday too.

garry6677 · Post by **garry6677** » 20 May 2019, 09:09

So glad I found this thread,seems I'm not the only one having trouble getting my pension loads of phone calls and keep getting flob off utter nightmare no answers to emails . Today I have emailed the CEO hopefully that get things sorted and we be phoning the pension ombudsman later .

N60 · Post by **N60** » 20 May 2019, 15:14

garry6677 wrote:So glad I found this thread,seems I'm not the only one having trouble getting my pension loads of phone calls and keep getting flob off utter nightmare no answers to emails . Today I have emailed the CEO hopefully that get things sorted and we be phoning the pension ombudsman later .

Sorry to hear you're having problems Garry6677, it looked liked things were getting better with the recent relatively successful issue of PI & P60 letters ....... but it seems Capita still got problems to sort, hope you find his thread useful and your email to the CEO works - try contacting Richard Kirwan too (email address in earlier posts) as he's the bloke to whom Jon Lewis (CEO) usually passes complaint emails and once he's involved things have in past got moving, fingers crossed it does the trick for you and you get your pension stuff sorted v soon.

Dennis Lewis · Post by **Dennis Lewis** » 20 May 2019, 19:00

garry6677 wrote:So glad I found this thread,seems I'm not the only one having trouble getting my pension loads of phone calls and keep getting flob off utter nightmare no answers to emails . Today I have emailed the CEO hopefully that get things sorted and we be phoning the pension ombudsman later .

Just when I thought things were improving. In all fairness, I think things have generally improved but obviously there are continuing issues with Capita enquiries. This is very worrying if any of us ever need to contact them. I was ignored eighteen times by Capita enquiries and would never contact them again - I'd always contact the CEO of Capita or Richard Kirwan or my MP, or the Cabinet office (Karen Wilson). It shouldn't be like this though. Let's hope you are the last of many to have issues. Hopefully you will have had a reply but they could be on holiday - keep at them and good luck

Dennis Lewis · Post by **Dennis Lewis** » 20 May 2019, 23:28

Just when I thought Capita were improving. Here's their latest blunder hot off the press: https://www.gponline.com/160000-patient ... le/1585138" onclick="window.open(this.href);return false;. Doesn't exactly install confidence long-term

garry6677 · Post by **garry6677** » 21 May 2019, 10:34

Well that's Jon Lewis emailed hopefully will get things moving next Debra soper, this whole thing is just a nightmare capita are a sick joke.

garry6677 · Post by **garry6677** » 22 May 2019, 10:09

I am sorry you are unhappy with the service you have received. I can see that you have contacted us by telephone a number of times, from the call notes it does seem that you have been informed that we are awaiting disinvestment of your AVC fund so that your benefits can be settled.

I apologise that your email of 12 May has not yet been responded to, there is a five working day service level agreement for emails, so you were scheduled to receive a response today.

I appreciate your frustration however the disinvestment and payment of AVCs is carried out by a third party over whom Capita has no control and they are currently stating a lead time of 6-8 weeks for the funds to be received. I can confirm your disinvestment request was sent on 11 April. Unfortunately we do not have details of individual AVC accounts so it is not possible for an identifier this to be supplied to you.

I have spoken to the relevant Team Manager and asked him to call the relevant body to see at what stage the case is and if anything can be done to speed up the process.

As soon as I have a response I will contact you further with an update.

I trust this is of use to you however if you require any further assistance at this time please do not hesitate to contact me.

Yours sincerely

Richard

Richard Kirwan | Head of Complaints | Customer Relations Team (CRT)

Capita Employee Solutions / Royal Mail Statutory Pension Scheme

Hartshead House

2 Cutlers Gate

Sheffield

S4 7TL

Tel: 07826 876010

http://www.capitaemployeesolutions.co.uk" onclick="window.open(this.href);return false;

This email is security checked and subject to the disclaimer on web-page: http://www.capit" onclick="window.open(this.href);return false;

N60 · Post by **N60** » 22 May 2019, 18:01

Well it looks like Capita have rplied to you, so that's something ! From what you've posted it seems it the AVC folk causing the delay which Capita have no control over

Not sure what you can do about that - I have no experience of AVCs.

You might want to let John Hearn (Pensions Fed, he's posted on this thread and takes on board info about pensions problems) know as it could be something that needs to be followed up with the folk who administer the AVCs ?

For now, at least you've now got someone you can deal direct with in Capita for chasing things up. Good luck and hope you get sorted soon.

Dennis Lewis · Post by **Dennis Lewis** » 22 May 2019, 19:57

Hi Garry6677
Pleased you got a response - the CEO and Richard Kirwan do seem on-the-ball with replying and remain, as ever, our best hope. Hopefully things will get resolved soon for you. Seems you may have to wait a little longer if a third party is involved but at least things are moving in the right direction.

arnold cheshire · Post by **arnold cheshire** » 02 Jun 2019, 17:27

So why do are postie's just enquire with RM?

Dennis Lewis · Post by **Dennis Lewis** » 10 Sep 2019, 19:29

Hi guys - very pleased there are no more complaints reported, let's hope they continue to show signs of improvement - some credit where due. As they say, no news is good news.

Seems Capita could soon have Amazon competing for their business as they expand in their quest to dominate world business via their subsidary Amazon Web Services.Take a look at the following link: https://www.theregister.co.uk/2019/08/0 ... ts_review/" onclick="window.open(this.href);return false;.

AWS doubled its business last year and are hot on the heals of Capita. And we all know Amazon are very efficient. The government have already put some work their way from DWP and HMRC and some government staff have already gone to AWS. Could it be that the government are getting a plan B ready to drop Capita if there are many more problems with them?

I never did hear anything else from an increasingly absent Ombudsman's office after complaining ten months ago. I ended up with a volunteer caseworker, presumably due to cut-backs, and my case just hit a Capita-like-black-hole never to be seen or heard of again. So the complaint never reached the 'upheld' stage then - now there's a surprise. But life's too short to keep complaining. I have complained more in the last ten months than the previous fifty-nine years - not what I expected in retirement, and I suspect few of us can say that we have a worry-free pension despite improvements!

We do need to keep this thread going in case there are problems in the future. Please continue to check in now and then and help keep this valuable asset alive as a contact point and early warning system should any of us have any more problems with Capita - HOPE NOT but their reputation and performance issues at the start of RMSPS still give major cause for concern.

Again, thanks to all who have posted and to non-posters too. Keep viewing - it's insurance really, none of us want to face any further problems with Capita on our own.

For the latest on Capita view:
https://www.newsnow.co.uk/h/Hot+Topics/Capita?type=ln" onclick="window.open(this.href);return false;