Capita chaos is destroying our health and finances

Ever since the decision was taken to hand the administration of the civil service pensions scheme - which has over 1.7 million members – to the outsourcing giant Capita, it has been one disaster after another, as PCS predicted.

In the first seven weeks of its contract, the backlog of 86,000 cases – inherited from the earlier failed privatisation – rocketed by 40% to 120,000 cases. 

Thousands of retiring and partially-retiring members of the scheme are yet to receive their pension. Many have been plunged into financial crisis, forced to dip into lifesavings, accrue credit card debt and borrow money from friends and family. 

Whether you've been affected or not, you can email your MP to ask them to intervene in this civil service pension scheme crisis. Keep the pressure on the government by completing our e-action. You can also join our rally and lobby of parliament on 7 July.

As you'll see below, this disgraceful crisis of privatisation is also exacerbating physical and mental health issues. 

Andrew’s story

Andrew Pollard recently received a £200 bonus from his employer for years of service. But because of the Capita crisis, he had to use this money to buy food. 

A National Highways traffic officer for over 20 years, Andrew partially retired four years ago due to stress. Now, he is trying to fully retire but having no luck because of Capita’s mishandling of the contract. 

“It is beyond frustrating,” he says. “When I managed to speak to a person from Capita, I told them directly that I’m considering walking off the edge of a bridge because the wife is likely to get a death pension quicker than my civil service pension. I’ve had enough.”

Read Samaritans guidance if you're worrying about someone else or supporting someone with suicidal thoughts. 

Struggling to pay his bills, Andrew has been borrowing money off a friend to “see me over." Yet this friend will need their money back – and he admits that he doesn’t know “what else to do." 

“Things are getting desperate here,” he adds. “I run a smallholding here, so everyone - including the animals I look after – are suffering. I can barely cope with the stress – it is too much.”

Ann’s story

Andrew’s situation is far from unique. Across the country, thousands are suffering from delayed payments and quotes.

Another victim of Capita is Ann Mylot, who worked in the DVLA for over 40 years. 

Although she has a mortgage-free home and lives alone, she has been losing out financially since she was forced to retire in 2025 because of ill health. 

She is not only depleting her hard-earned savings. She has had to become “very careful with my money and prioritise my payments."

“Holidays and weekend breaks have become something from a past life,” she says. “Things I need to buy or replace have taken a back seat until I receive my lump sum and pension.”

Indeed, she barely sleeps because of this crisis, and her mental health has taken a toll. 

“I am already on anti-depressants but Capita and my unpaid pension are always on my mind, night and day,” she adds. “It is exhausting and neverending.”

Gill’s story

Despite committing almost three decades of service to HMRC, Gill has been forced to change her retirement plans due to the Capita chaos.

“The whole situation is contemptible and reprehensible,” she tells PCS. “Words, including sorry, don’t pay our bills or put food on the table.”

Due to “serious financial difficulties," she has shelved a short holiday, and her savings are rapidly disappearing.

To make matters worse, this financial crisis has exacerbated ongoing medical issues that usually require her to “avoid stress."

“Unfortunately, this situation has caused flare-ups,” she adds. “I also suffer from anxiety and depression and have been taking medication, which this crisis has only made worse. I don’t feel like socialising much and just want to stay home.” 

We want to hear how other people are being affected by the civil service pensions crisis. If you are willing to feature in PCS communications to support our campaign, email [email protected].