Capita-utter farce-wrong details

[N60]

Farouk, just wanted to say, sorry to hear about your father, I hope everything goes as well as it can. I was in a similar situation a couple of years ago so I understand how difficult it is and the last thing you need is this added stress. Take care of yourself.

[Fatboyslim]

Hi N60, thanks so much for your reply.
I am so grateful for all the posts on this site, I now don’t feel like I’m battling alone!
I’m seriously contemplating emailing Jon Lewis sooner rather than later as I feel I’ve been misled from the outset.
I originally phoned Cqpita right at the end of October - I’d given up work a few weeks earlier to care for my terminally ill father, so wanted to get things moving on the early pension ASAP. I was advised that I could apply straight away because of my situation and it had to be in writing with supporting docs. I did exactly what I was advised and wrote in with letters from my fathers consultant, our GP and MacMillan. Nobody has ever responded to this and when I called the helpline on 3rd January I was told there seemed to be no record of it even though I know it arrived, as it was signed for!
I was then advised that my request for pension options could be activated straight away but it would drag things out and take longer if I go down the carer route and it would be quicker if I just do this as taking it early as I’m almost 55. I was told that this would take a maximum of 4 weeks.
I realise it was ultimately my decision but I just went along with what I was advised because I trusted this would be the right route to take - I now cannot help but wonder if I have been given the correct advice?!
I was told on Monday that my options should be signed off in the next couple of days and would be posted out on Thursday, today I’m told it’ll be at least another week.... I don’t think I’m being unreasonable in emailing Jon Lewis now, am I? I’m not normally a complainer, I’m more a laid back easygoing person, but I’m losing sleep over this now!
Also, I’m confused as to what ID I’ll need to send - I’ve been given different answers to this question - original birth certificate only/photocopy of birth certificate or passport or driving license/original passport only/photocopies of birth certificate or passport as long as it’s countersigned - what’s correct??
Many thanks

Unless things have changed - I sent a photocopy of my driving licence (both sides). That was all that was required. I'd never send 'certificates' you just never know if they will get returned/lost in the system.

[N60]

Also, I’m confused as to what ID I’ll need to send - I’ve been given different answers to this question - original birth certificate only/photocopy of birth certificate or passport or driving license/original passport only/photocopies of birth certificate or passport as long as it’s countersigned - what’s correct??
Many thanks

The certificates you need to send are listed on one of the forms in the pensions pack, when you eventually get it, exactly which ones depend on your circumstances (marriage cert for example not needed if you're single) I'd just wait until getting the pack and see what's necessary, you might also be able to send scanned ones attached to an email. I'd say get your pension pack first then deal with the certs as and when.

[alisonwilken]

I'd like to thank everyone for the information and advice concerning problems with Capita. Until reading this Forum I thought I was alone in experiencing appalling service from Capita.
In brief, I have a preserved pension with Royal Mail and in October started the process of trying to apply for my pension early on ill health grounds. I sent back all the paperwork along with medical records to support the claim on 6 October 18, expecting Capita to then forward these to Pension Scheme Medical Advisor. Since I was providing all the necessary medical evidence to support the claim I assumed there would be little/no delay. By November I'd heard nothing so started phoning and emailing for an update. I finally received an email on 26 November saying Capita were now sending my documents etc to the Medical Advisor for consideration. No reason for the delay etc was provided but I thought things were finally moving. Wrong!! On 16 December I received a posting from Capita saying that the forms they had originally sent me were no longer acceptable and I needed to complete a fresh set. I did this immediately and returned to Capita by special delivery on 17 December 18.
Into January and on not receiving an acknowledgement of the documentation as I had requested, I again emailed Capita asking for an update. No response was received so yesterday--Jan 30th 19, I emailed again and cc'd in the CEO of Capita. At this stage I am merely asking Capita to forward the paperwork to the Scheme Medical Advisor, and I pointed this out in the email along with the fact that I am in ill health and the delays experienced so far are unacceptable.
Today I received an email from Richard Kirwan-- on behalf of the CEO Capita, apologising for the poor customer service/delays and saying that my paperwork would be sent to the Scheme Medical Advisor no later than tomorrow (Fri Feb 01 19).
In short, it has now taken Capita almost 16 weeks just to send the paperwork to the Scheme Medical Advisor, and this is only the first step in the process of gaining my preserved RM pension. Like others who have posted, I am appalled that Capita seems to be able to get away with treating people in this way and one has to fight all the way to get them to provide the service for which they will be being paid very handsomely. Thank you again to those who have posted with details of contact points within the Cabinet Office, since I too will be raising my case there. In the meantime, I'll keep this forum updated on the progress or not of my case.

[Euphoman]

Hi All
Just joined as I am supposed to be getting my pension soon, and have not had any paperwork from Capita. I have chased them a few times, and it also has a knock on effect as I cannot send back the paper work for another pension I am supposed to get until I know how much this one is. I just knew that as soon as I saw that Capita had got the contract things would go belly up. So it looks like I will have to start escalating thanks for the email address for John Lewis he will be hearing from me shortly as will the pension ombudsman.

[Fatboyslim]

Also, I’m confused as to what ID I’ll need to send - I’ve been given different answers to this question - original birth certificate only/photocopy of birth certificate or passport or driving license/original passport only/photocopies of birth certificate or passport as long as it’s countersigned - what’s correct??
Many thanks

The certificates you need to send are listed on one of the forms in the pensions pack, when you eventually get it, exactly which ones depend on your circumstances (marriage cert for example not needed if you're single) I'd just wait until getting the pack and see what's necessary, you might also be able to send scanned ones attached to an email. I'd say get your pension pack first then deal with the certs as and when.

You need ID at the second point of contact - before any details of your pension pack are sent.

[N60]

Also, I’m confused as to what ID I’ll need to send - I’ve been given different answers to this question - original birth certificate only/photocopy of birth certificate or passport or driving license/original passport only/photocopies of birth certificate or passport as long as it’s countersigned - what’s correct??
Many thanks

The certificates you need to send are listed on one of the forms in the pensions pack, when you eventually get it, exactly which ones depend on your circumstances (marriage cert for example not needed if you're single) I'd just wait until getting the pack and see what's necessary, you might also be able to send scanned ones attached to an email. I'd say get your pension pack first then deal with the certs as and when.

You need ID at the second point of contact - before any details of your pension pack are sent.

I can only say what the process was for me - I didn't have to send in any ID to get the quote, that arrived (after 3 months of asking/waiting and complaining) with a pack of papers/forms to fill in . One of the forms listed the ID needed and I had to tick off the appropriate ones and send them in. Driving licence wasn't on it, it was birth, marriage certificates etc.

Looks like another example of how inconsistent Capita are - we all seem to get different info ! The one common thing for us all though is the mess they are making of handling it all.

[Dennis Lewis]

Hi guys,
Sorry to hear that people are still having problems. I got my lump sum and pension eventually after kicking up a major stink which I should not have had to do at sixty. Lump sum fine but no pay slip at all to indicate how much tax I'd paid on my pension (I've been taxed far too much and await this month's pension to see how much they have decided to stop this time). To quote Dominic Arthur from the Cabinet Office 'They (Capita) are not new to pensions administration' - So just how much time do they need to get this shambles sorted? The CEO is the best route but should a CEO be dealing with individual enquiries/complaints? This shows just how bad things are..... and the union should be banging on Capita's door about this (still no reply from them). I've heard from the Ombudsman Early Resolution Team after two months - I've been allocated a caseworker who will contact me within the next month to see about putting my case in front of the Pension's Ombudsman (it's laughable). This suggests they have been cut back to the core or are absolutely inundated with complaints.... Keep your spirits up guys and good luck! (Keep posting - it helps a lot of people)

[Farouk7475]

Hi all
I am so grateful for all your posts and knowing that I’m not alone! Hearing the experience of others is so helpful and the advice given is invaluable.
I have had a little progress.... I had a bit of a hectic couple of days but found the time early this morning to email the CEO Jon Lewis. To be honest I was not anticipating a response for a day or two, but had a reply by lunchtime, and this afternoon I’ve had emails from Richard Kirwan and also had my pension options and all relevant forms emailed to me!!
I got them printed and completed straight away and posted, along with the ID, by Special Delivery in time for them to arrive tomorrow - so I’m cautiously optimistic that I may get my pension sorted for this month after all!
It’s beyond belief that so many are having to jump through hoops to gain access to our pensions. A friend of mine took early retirement last year, pre-Capita, and it was such a smooth and easy thing to arrange. No chasing for information or paperwork, all sorted within a couple of weeks, lump sum in his bank on his 55 birthday - I fear that those days of a trouble free pension are a dim and distance memory, never to be repeated.
I’ll update on here as and when you have any developments or news, I’m just hoping that this flurry of activity is not an isolated incident and I’ll not hear anything for weeks again!!

[Farouk7475]

Hi N60
Thank you so much for your kind message. There is never a good time for anyone to deal with hassle like this but as you know, there’s enough hoops to jump through getting help when caring for someone without financial stress added into the mix!
I’m really hoping (VERY cautiously optimistic!) that things might be progressing in the right direction now and the t be sorted for this month......
My dads sister lives in Australia and they haven’t seen each other for 9 years, my plan is to use some of my lump sum to bring her over ASAP.

[Dennis Lewis]

Hi all
I am so grateful for all your posts and knowing that I’m not alone! Hearing the experience of others is so helpful and the advice given is invaluable.
I have had a little progress.... I had a bit of a hectic couple of days but found the time early this morning to email the CEO Jon Lewis. To be honest I was not anticipating a response for a day or two, but had a reply by lunchtime, and this afternoon I’ve had emails from Richard Kirwan and also had my pension options and all relevant forms emailed to me!!
I got them printed and completed straight away and posted, along with the ID, by Special Delivery in time for them to arrive tomorrow - so I’m cautiously optimistic that I may get my pension sorted for this month after all!
It’s beyond belief that so many are having to jump through hoops to gain access to our pensions. A friend of mine took early retirement last year, pre-Capita, and it was such a smooth and easy thing to arrange. No chasing for information or paperwork, all sorted within a couple of weeks, lump sum in his bank on his 55 birthday - I fear that those days of a trouble free pension are a dim and distance memory, never to be repeated.
I’ll update on here as and when you have any developments or news, I’m just hoping that this flurry of activity is an isolated incident and I’ll not hear anything for weeks again!!

So pleased to hear that the CEO Jon Lewis and Head of complaints Richard Kirwan have helped and that you have received your forms. They seem on-the-ball and it is good for others to know this. It's a difficult time for you and you could do without this hassle on top - let's hope this is one less thing for you to worry over

[Skeptic]

Lump sum fine but no pay slip at all to indicate how much tax I'd paid on my pension (I've been taxed far too much and await this month's pension to see how much they have decided to stop this time). So just how much time do they need to get this shambles sorted?

In fairness, tax is an issue for the Tax Office not Capita. I am in the same position. Being retired the Tax Office will initially put me on an emergency tax code and then it will later get sorted out and the tax office will inform Capita who will make the necessary adjustments. One assumes that we will then get a tax rebate for the amount we have overpaid by.

[N60]

Lump sum fine but no pay slip at all to indicate how much tax I'd paid on my pension (I've been taxed far too much and await this month's pension to see how much they have decided to stop this time). So just how much time do they need to get this shambles sorted?

In fairness, tax is an issue for the Tax Office not Capita. I am in the same position. Being retired the Tax Office will initially put me on an emergency tax code and then it will later get sorted out and the tax office will inform Capita who will make the necessary adjustments. One assumes that we will then get a tax rebate for the amount we have overpaid by.

Agree the issue of tax codes is with HMRC and until then Capita have to use emergency/interim codes. However, the onus is on the payer, Capita, to inform HMRC that a payment has been made or HMRC know nothing and can't issue tax codes until they are informed that X person has received Y payment.

It seems (according to HMRC) that the payer has 35 days to inform HMRC of pay/pensions paid. When I spoke to HMRC after getting 2 months (more than 35 days) pension at wrong code I was told that Capita hadn't informed them of any payments yet. Hhhmm, so wonder where two months worth of my tax money is sitting then ?

The issue of the payslip is actually v important to getting this sorted (apart from Capita paperwork saying that pensions advice payslips are issued at the same time as first payment made, which they blatantly haven't been either for me or Dennis) as it contains the PAYE reference without which HMRC told me they couldn't trace payments back to the originator and therefore know to whom to send the tax code. So, after much chasing managed to eventually get a payslip from Capita and was then able to give HMRC paye ref. who have now issued correct tax code. I'm now waiting to see if Capita apply code for Feb, and maybe give me a refund of overpaid tax, we'll see.

Appreciate that these things do take time but we really shouldn't have to chase up months after the event what ought to be an automatic process - the issuing of payslips, especially when Capita say it will be sent at same time as first pension payment paid but don't, I've not had an explanation from them for why not.

Btw, according to Capita future payslips are apparently issued if the net monthly payment changes by + or - £1. Again, we'll see......and again if not we'll have to chase it up

[Dennis Lewis]

Lump sum fine but no pay slip at all to indicate how much tax I'd paid on my pension (I've been taxed far too much and await this month's pension to see how much they have decided to stop this time). So just how much time do they need to get this shambles sorted?

In fairness, tax is an issue for the Tax Office not Capita. I am in the same position. Being retired the Tax Office will initially put me on an emergency tax code and then it will later get sorted out and the tax office will inform Capita who will make the necessary adjustments. One assumes that we will then get a tax rebate for the amount we have overpaid by.

Thanks for getting back to me on this issue - again the support from this thread is invaluable. I am currently blaming Capita for everything! It's good not to be left wondering what to do for the best. I was about to contact Capita again and was dreading it, but after reading this it has put my mind at ease for the time being. (Will we find out soon that Capita have taken on the admin for HMRC - Oh No - just when I thought it was safe)

[Dennis Lewis]

Lump sum fine but no pay slip at all to indicate how much tax I'd paid on my pension (I've been taxed far too much and await this month's pension to see how much they have decided to stop this time). So just how much time do they need to get this shambles sorted?

In fairness, tax is an issue for the Tax Office not Capita. I am in the same position. Being retired the Tax Office will initially put me on an emergency tax code and then it will later get sorted out and the tax office will inform Capita who will make the necessary adjustments. One assumes that we will then get a tax rebate for the amount we have overpaid by.

Agree the issue of tax codes is with HMRC and until then Capita have to use emergency/interim codes. However, the onus is on the payer, Capita, to inform HMRC that a payment has been made or HMRC know nothing and can't issue tax codes until they are informed that X person has received Y payment.

It seems (according to HMRC) that the payer has 35 days to inform HMRC of pay/pensions paid. When I spoke to HMRC after getting 2 months (more than 35 days) pension at wrong code I was told that Capita hadn't informed them of any payments yet. Hhhmm, so wonder where two months worth of my tax money is sitting then ?

The issue of the payslip is actually v important to getting this sorted (apart from Capita paperwork saying that pensions advice payslips are issued at the same time as first payment made, which they blatantly haven't been either for me or Dennis) as it contains the PAYE reference without which HMRC told me they couldn't trace payments back to the originator and therefore know to whom to send the tax code. So, after much chasing managed to eventually get a payslip from Capita and was then able to give HMRC paye ref. who have now issued correct tax code. I'm now waiting to see if Capita apply code for Feb, and maybe give me a refund of overpaid tax, we'll see.

Appreciate that these things do take time but we really shouldn't have to chase up months after the event what ought to be an automatic process - the issuing of payslips, especially when Capita say it will be sent at same time as first pension payment paid but don't, I've not had an explanation from them for why not.

Btw, according to Capita future payslips are apparently issued if the net monthly payment changes by + or - £1. Again, we'll see......and again if not we'll have to chase it up

Thanks for all your help with this - it has put my mind at ease a little to understand more about the tax issue and how it works. Again the help from kind people on this thread is really invaluable and I dread to think how I would have felt over the last few months without support from others in the same boat with Capita. I will be chasing up my pay slip very soon.