Capita doubts setting in

[Chimps_tea_party]

I was offered approx five different choices when I took my pension. I opted for the largest lump sum (tax free) with the lowest annual pension payout. I naturally assumed I wouldn't be liable for tax as that is virtually my entire income.

[Plumpton]

Final Update!

A second email to Jon Lewis and the various senior managers, expressing further dissatisfaction with the lack of movement/communication/ownership, was required to get this resolved. Lump sum payment and first month's pension hit the account yesterday, and agreed compensation to follow! I've worked in contact centres before (as a capacity planning manager) and understand the techniques used for 'pacifying' unhappy customers. When you speak to any of the call centre staff, be polite, explain your query/problem/concern, don't accept 'it's in the post/ waiting for authorisation / should be resolved within 10 working days', as these answers are merely 'call centre speak' standards to pacify you and hopefully get you off the phone. Again, remain polite and ask for their full name (you can also ask if their call log has a reference number), ask to speak to their manager, if they are not available ask for the manager's full name. When escalating via Jon Lewis and his senior managers include details of who you spoke to, what they said, what the manager said (assuming they spoke to you!) and spell out what you want them to do to resolve your situation and give them a reasonable timescale to action it (5 working days is not unreasonable) and advise escalation after 5 days will be to the ombudsman etc. I am well aware that Capita are playing 'catch up' trying to get the RM scheme working as it should i.e. in a timely manner, and have a backlog to sort out, but the reality is that they have taken the big bucks to deliver the contract and it is their responsibility to perform/deliver to that contract.

So, whether or not you are thinking of early retirement, or approaching your retirement age, keep a record of the various hoops you have jumped through when applying for any information, record what you have supplied to them, and hold them rigidly to the timelines they are supposed to be following. If you are not happy with what is happening raise a complaint which generates the standard 10 working day SLA. If nothing happens within the 10 days, complain again and advise which escalation route you will be following.

Good luck everyone.

[NorthernBoy]

Final Update!

A second email to Jon Lewis and the various senior managers, expressing further dissatisfaction with the lack of movement/communication/ownership, was required to get this resolved. Lump sum payment and first month's pension hit the account yesterday, and agreed compensation to follow! I've worked in contact centres before (as a capacity planning manager) and understand the techniques used for 'pacifying' unhappy customers. When you speak to any of the call centre staff, be polite, explain your query/problem/concern, don't accept 'it's in the post/ waiting for authorisation / should be resolved within 10 working days', as these answers are merely 'call centre speak' standards to pacify you and hopefully get you off the phone. Again, remain polite and ask for their full name (you can also ask if their call log has a reference number), ask to speak to their manager, if they are not available ask for the manager's full name. When escalating via Jon Lewis and his senior managers include details of who you spoke to, what they said, what the manager said (assuming they spoke to you!) and spell out what you want them to do to resolve your situation and give them a reasonable timescale to action it (5 working days is not unreasonable) and advise escalation after 5 days will be to the ombudsman etc. I am well aware that Capita are playing 'catch up' trying to get the RM scheme working as it should i.e. in a timely manner, and have a backlog to sort out, but the reality is that they have taken the big bucks to deliver the contract and it is their responsibility to perform/deliver to that contract.

So, whether or not you are thinking of early retirement, or approaching your retirement age, keep a record of the various hoops you have jumped through when applying for any information, record what you have supplied to them, and hold them rigidly to the timelines they are supposed to be following. If you are not happy with what is happening raise a complaint which generates the standard 10 working day SLA. If nothing happens within the 10 days, complain again and advise which escalation route you will be following.

Good luck everyone.

Pleased you have got everything sorted.

Did you give up any yearly pension to increase your lump sum? If so what is the current rate for converting pension to lump sum, I think previously it was around £20 lump sum for every £1 given up

Thanks

[Plumpton]

Final Update!



Did you give up any yearly pension to increase your lump sum? If so what is the current rate for converting pension to lump sum, I think previously it was around £20 lump sum for every £1 given up

Thanks

Hi NorthernBoy,

It was £19.43 for each £1 given up.

[NorthernBoy]

Final Update!



Did you give up any yearly pension to increase your lump sum? If so what is the current rate for converting pension to lump sum, I think previously it was around £20 lump sum for every £1 given up

Thanks

Hi NorthernBoy,

It was £19.43 for each £1 given up.

Thanks for the update