Can’t get hold of MyCSP - help?

[Daffy711]

I’ve been trying to get through to my CSP. I spoke to them weeks ago they couldn’t help me on the phone and said they would arrange for somebody in the back office to call me by the 15th of April. Haven’t heard from anybody and I’ve been trying to get through to them now since 15th April but I’m just on hold constantly in a queue never get answered. I’ve been number two in the queue for half an hour and then the phone lines close at 6 pm and they cut you off absolutely appalling.

The last time I emailed them they told me it was taken 12 weeks to deal with emails and to email in and ring up and ask them to pull the email but I can’t get hold of them on the phone so I can’t even ask them to do that and if I email them, it’s bound to just get ignored

Anyone got any idea how I can do something to speak to someone there or get a hold of them at all?

Is there an email address that I can complain to that someone will actually get back to me on? Is there any way of me being able to complain anywhere to get someone to resolve my problem? I can’t seem to find an email address for anybody online and I’m going round in circles on the Internet trying to find what to do and who to contact.

i know there are a lot of issues, but that doesn’t mean you can’t complain.

If you haven't already done so lodge a complaint. Then use the process to escalate through the levels up to the Pensions Ombudsman.. https://www.civilservicepensionscheme.org.uk/complaints/

If you are still working contact your HR to see if they can assist.
if you are in a union ask them if they can intervene.

They are spectacularly useless and (apparently) have got worse since Capita took over at the end of last year.
Just keep going with the complaints, and keep copies of everything, including every failed phone call.

How do you complain, I’m going round in circles?
Can’t get hold of anybody by a telephone because I can’t get the phone answered
They don’t reply to emails it’s at least 12 weeks before they get back to you if at all
Has anyone got any idea where I complain to? A telephone number or an email address?
Thanks

Have you logged a complaint via the link given above?

If so, and the process has been exhausted, the next step is the internal dispute resolution process. If that gets you nowhere, the next step is the Pensions Ombudsman.

Where are you in this process? What is it that you need help with? Due to the massive mess they're in, they've asked people to only contact them with urgent queries, ie if they're in financial hardship due to non payment of their pension. In those cases, they've said they can send a £5k payment to tide you over until the situation is resolved.

Are you still a civil servant or retired? Internally, HR have a special line they can call to escalate. They did this when I needed a divorce figure.

There are major problems with the civil service pension scheme provider at the moment.

They’ve said they’re only handling urgent cases like deaths and people who’ve retired and aren’t getting any money. If you’re not in that category then it’s unlikely you’ll get anything from them in the next couple of months

What’s your issue, op? They are prioritising urgent cases at the moment so if it isn’t urgent it will go to the back of the queue. Completely useless organisation.

If it’s urgent you can also ask your HR dept for help- ours has been liaising with CSP on behalf of affected employees and ex employees.

Have you not received any updates on the situation with Capita from your HR department? They are still working through massive backlogs after all the issues following the transfer last year. We've been told it'll be June/July before they get up to date.

Are you a member of the Civil Service Pensioner's Alliance? They're aware of the problems and may be able to help/act on your behalf.
www.cspa.co.uk/

No, I left last year so not an employee anymore unfortunately so I can’t use the internal number.

Thanks. It would be helpful if they would at least answer the phone 🙄

Sadly it has all gone very wrong since Crapita took over.

Are you recently retired or are you retiring soon, and if so are you suffering financial hardship?

Lots of discussion about this on the pension forum at www.moneysavingexpert.com

@Daffy711 it wouldn't hurt to reach out to your previous HR dept. You aren't far removed. You never know

Is it urgent? People are not being paid their pension due to the crisis there, so rightly so, they have a priority system going on. I think unless it’s really urgent, you will have to wait until they have a better handle on things.