Civil Service Pension Scheme in crisis

A recent investigation by the National Audit Office (NAO) has exposed shocking failures in the administration of the Civil Service Pension Scheme. From long call wait times to a massive backlog of unanswered emails, the report paints a picture of a system that is failing the very people it was designed to support - civil servants who have dedicated their careers to public service.

The NAO’s Investigation into the administration of the Civil Service Pension Scheme, published in June 2025, found:

• Call response times averaging 24 minutes, against a target of just 30 seconds,
• Abandoned call rates of up to 30%,
• 57,000 unanswered emails,
• Customer complaints rising to nearly 5,000 in one year,
• Weak oversight from the Cabinet Office,
• Limited enforcement of penalties despite poor performance,

These failures have real consequences. Retired members are facing unacceptable delays in receiving accurate pension information and payments. The remediation of pensions under the Public Service Pensions and Judicial Offices Act 2022 - due by March 2025 - is now suspended, with less than half of cases processed. For some, this delay means pension arrears may only be paid to their estate, not to them directly.

PCS believes the situation is so serious that it risks a collapse in scheme administration. The union is calling for the staff administering the scheme to be brought back under direct Cabinet Office control as civil servants.

The problems don’t end there. In 2023, the Cabinet Office awarded a new contract to Capita PLC, set to begin in December 2025. But preparations for the transfer have already raised concerns, with senior officials admitting that progress has fallen short of expectations. PCS has also been blocked from representing its members during the transfer process, despite years of recognised union representation at MyCSP. This is a blatant attempt to sideline the union and prevent it from protecting members’ rights.

How you can get involved

PCS has launched an e-action campaign for members to email their MP and demand urgent reform of the Civil Service Pension Scheme. We’re asking for:

• Stronger oversight from the Cabinet Office,
• A halt to the privatisation of pension administration,
• Respect for union recognition and representation during the Capita transfer,
• A clear plan to complete pension remediation work.

It only takes a few minutes to add your voice - but it could make a huge difference. MPs need to hear directly from the people affected by these failures. By joining the campaign, you’ll help push for a pension system that treats civil servants with the dignity and respect they deserve.

Email your MP now and demand action on the Civil Service Pension Scheme.

For any enquiries, please contact [email protected]