UK Deploys 250 Staff to Tackle Capita's 120,000-Case Pension Backlog, Ends Royal Mail Contract
Updated
Updated · BBC.com · Jun 8
UK Deploys 250 Staff to Tackle Capita's 120,000-Case Pension Backlog, Ends Royal Mail Contract
3 articles · Updated · BBC.com · Jun 8
Summary
Nine months after her husband's death, Glasgow widow Kay Donald still has not received civil service pension payments, one of thousands of cases caught in delays since Capita took over the 1.7 million-member scheme in December.
Capita said it inherited more than 86,000 unresolved cases rather than the 37,000 expected, and the backlog had climbed above 120,000 by early February as members reported portal failures, long call waits and missing lump sums.
A February government recovery plan drafted in 150 civil servants and 100 extra Capita staff, alongside an emergency interest-free loan scheme, after ministers said members were missing mortgage payments and falling into hardship.
Pressure on Capita has widened beyond the civil service scheme: after a separate April data breach affecting 138 members, its Royal Mail pension contract was terminated over missed transition milestones and weak delivery.