Civil Service Pension Scheme

Sally Jameson Excerpts

Tuesday 15th September 2026 Westminster Hall

[The Parliamentary Secretary, Cabinet Office (Sally Jameson)]

It is a pleasure to serve under your chairmanship, Dame Siobhain. I declare that I have a Capita Prison Service pension of six years, but I am 34 years away from my retirement age, so I do not have a current financial interest. I am also a member of the Prison Officers’ Association. I want to apologise as I was not in my seat for the start of the speeches; I will endeavour in future Westminster Hall debates to be more bullish in fighting through the crowds to make sure I am here on time.

I thank my hon. Friend the Member for Liverpool West Derby (Ian Byrne) for securing this debate and actively campaigning on this issue for his constituents, as all Members present have done. I raised this issue both in Westminster Hall and the main Chamber before I became the Minister responsible for it—life comes at you fast. I am absolutely committed and determined to ensure that this issue is dealt with.

I want to thank the constituents who have been affected by this issue. They are public servants who have given so much to our country and our communities. I give a special shout-out to my former colleagues in the Prison Service and at HMP Moorland, because public servants like them have dedicated their working lives to this country and deserve financial security and unwavering dignity in retirement—not corporate failure, not empty promises and not severe administrative failure.

I will do my best to get through as much of my speech as I can in the time I have, but I am happy to speak to any Member after the debate to deal with individual case issues. Subject to the Speaker’s permission, I also hope to come to the House in October to give a full update.

The continued poor experience delivered to the many public servants and their families by Capita, which has been the administrator of the civil service pension scheme since 1 December 2025, is totally abysmal. I have read accounts of the endless delays faced by scheme members, many of whom have written to their local MPs and Ministers, I have heard the concerns raised by hon. Members in the debate, and I have heard the concerns of my constituents in Doncaster Central. I am truly sorry to hear about the worry and distress that has been caused, particularly to those dealing with bereavement and death in service. Resolving this matter is of the utmost urgency for the Government, and we are taking direct action to intervene.

I will answer some of the questions from my hon. Friend the Member for Liverpool West Derby. First, on recovery, Capita has set a commitment to achieve its full service level agreements from the end of this month. I am meeting senior Capita staff later this month to challenge them again and get their assurance on that. On the commitment to redress and compensation, we are committed to ensuring that no member is left financially worse off. All complaints will be handled in line with Pensions Ombudsman standards. There is further work to do on that, and I intend to bring my focus to it, but in the immediate future, I want to make sure that as many scheme members as possible are getting their pension and the money they are owed. Further work will then be done to ensure that people are properly compensated. I will come to insourcing later in my speech.

I will explain the context of this issue and how we got here. The contract was signed in 2023 under the previous Government. On 1 December, the administration of the scheme transferred from MyCSP to Capita. While the core payroll for over 730,000 existing pensioners continued to be paid correctly and on time, following the change of administrator, the process for retiring since December has been fraught with delays, and a large number of public servants and their families have been significantly impacted.

Following that, Capita defaulted on its major recovery commitments, missing its end of April target to clear payment arrears and its end of June milestone to clear the backlog of inherited cases. Following Capita’s failure at the end of June, we mandated the production of a formal contract rectification plan, which was submitted by Capita in July. A remedial adviser from Grant Thornton was appointed at Capita’s expense to test the validity of that plan. They will test whether Capita can realistically deliver what it needs to with the systems it has in place and in the timeframe it has set out. Once Capita reports next month, we will hold it to account for the quality of its planning and execution.

In addition, the Government have appointed a Government internal audit agency to undertake a deep review of the effectiveness of Capita’s operational arrangements between December and July. After I get all that information back and break it down, I will then report again in October. That will allow us to understand how Capita got it so wrong, despite Ministers receiving explicit personal assurances from the chief executive officer. We will hold it accountable for the quality of its delivery.

In evidence given to the Public Accounts Committee and the Public Administration and Constitutional Affairs Committee on 8 July, Capita committed to two further operational milestones: 1 December to clear all remaining backlog and retirement arrears; and 30 September to restore normal operations and standard contractual levels, excluding 600 complex cases. As stated in my ministerial statement on 9 September, Capita has reported that it has met that in five priority areas. I want to be clear that that is Capita’s reporting, not my or the Government’s reporting. I am personally testing that, based on cases that MPs have sent me that have come through my ministerial correspondence. I will be holding Capita executive to account on individual cases next week when I meet them.

I am also working towards setting our own measures of Capita’s success. At the minute, it is setting its own milestones and measurements, and that is not good enough. We are in charge, so we need to tell it what our terms and measurements are, and it needs to work towards that. I am doing a separate piece of work on that.

On transition and go-live, the decision obviously predated my elevation to Minister for this area, but it was based on evidence requested from Capita about capability and readiness in critical delivery areas. By November 2025, assessments indicated that Capita had made significant progress since the PAC hearing in July. It gave assurances via external audit by the National Audit Office, technical security assurance, gateway reviews in the go/no-go discussions in October and November, and weekly assessments of critical cases against specific acceptance criteria.

To support and provide financial security to those impacted, the Government have approved more than £100 million to provide interest-free transitional support loans to public servants. Let me be clear: the Government should not have to financially plug any gaps due to Capita’s failure, but to date it has been necessary to supply more than 4,100 loans.

I turn to Capita’s engagement with Members in this House. The volume of outstanding MPs’ correspondence has grown significantly, and peaked at 2,200 open cases. It has decreased slightly to 1,700, but it is still not good enough. In recognition of the need to do better, my predecessors set up the virtual surgeries system. To date, it has had more than 870 sessions with 260 parliamentary officers, which underlines the scale of the catastrophe we are facing. We will maintain those surgeries until the pension scheme is running smoothly. It feels like that could be a while, but we will not withdraw them.

I am personally committed to continuing to work with the unions. I have already met the PCS union, which represents Capita employees and scheme members, and other unions, including the POA and the FDA. I met the Civil Service Pensioners’ Alliance this week to ensure that it is involved and that its views are heard throughout this process.

I am using all commercial levers to hold Capita to account. We have held nearly £10 million in contractual payments for undelivered milestones. We will pay only for what has been successfully delivered, and nothing more. We have a Capita-funded remediation adviser, and we will be hearing from them very soon. We have also deployed auditors to Capita to get a full understanding of its failure, and we will be recovering all costs from it, including to pay for the 140 surge staff that the civil service has provided.

Core operations are currently being propped up by the 140 surge staff, and we will put more in if required. The surge team will remain in full service until restoration is completed. We will not permit Capita to reduce its own headcount until performance has improved.

The contract awarded by DWP followed a separate rigorous process; it was not done via the Cabinet Office. I have expressed my own views on that in this House before, so they are on the record. I think there is further work to be done to look at how we can hold Capita and similar companies to account when they fail in these areas.

It has been nine months since Capita took over the new contract. The Government are very clear that members of the civil service pension scheme and their families deserve better. If any Members who have raised personal cases today have not already done so, I ask that they get in touch with me so that I can personally escalate them.

I will hopefully come back to the House in October with a better update and more information. The Labour Government stood on a manifesto pledge to have the biggest wave of insourcing in a generation. I am personally committed to that. I have said in this House before that I think that is a priority for this scheme, but we can do that only if it is done in the interests of the members. There must be no disruption, so we have to do it in the smoothest and quickest way.

I want Capita, not the taxpayer, to pay for its mistakes. It does not get to just walk away and do nothing about it. It needs to pay for this and get everyone their pensions, and then we will look at what needs to be done in terms of the long-term viability of the scheme. I am committed to doing that. I assure all hon. Members that this is absolutely a Government priority. It is also a personal priority for me, and I feel I have demonstrated that in recent months when I have raised it. We will not rest until it is sorted.

I am conscious of time—I have about 15 seconds left. The Government will not accept further caveats or moving targets. We will not accept continued poor delivery for current and former civil servants, who deserve better in their retirement. I thank everyone for showing the strength of feeling today. More will come in October.

Oral Answers to Questions

Sally Jameson Excerpts

Thursday 10th September 2026 Commons Chamber

[Mr Alex Barros-Curtis (Cardiff West) (Lab)]

15. What recent steps her Department has taken to tackle issues impacting the civil service pension scheme.

[The Parliamentary Secretary, Cabinet Office (Sally Jameson)]

Current service levels are completely unacceptable, and we are holding Capita accountable by withholding payments in the short term and assessing the long-term viability of bringing the scheme in-house. We will continue to use the most stringent commercial levers we have under this contract—which was signed by the last Government—to ensure we have full accountability.

[Darren Paffey]

I welcome my hon. Friend to her place, and thank her for her answer. In Southampton Itchen, I have constituents who have been deprived of their pension for many months. One waited over a year even for an accurate quotation, another is yet to receive a penny after 40 years of service, and one with stage 4 cancer took three months to get any money—and even then, only after I had nagged a Minister to intervene. When I was a Southampton city councillor, we ended Capita’s contract and took those services back in-house. Is it not time for the Government to consider doing the same?

[Sally Jameson]

I thank my hon. Friend for raising his constituents’ cases. I have had many similar cases in Doncaster. I assure him and his constituents that I am using all the levers at my disposal to ensure that Capita delivers a better performance at the earliest possible time. We have set out our intention to advance the biggest wave of insourcing in a generation, and we are now actively shaping a long-term strategy to look at what it would look like if we brought the pension scheme back in-house. He will be aware of our manifesto commitment to have the biggest wave of insourcing in a generation, and I am committed to fulfilling that.

[Mr Barros-Curtis]

I join my hon. Friend the Member for Southampton Itchen (Darren Paffey) in warmly welcoming the Minister to her new position. In surgery after surgery, I too have examples of Capita failing to do its job. The latest example was in a surgery just the other week, where I met my constituent Craig, who has received no pension payment or calculation since July. Will the Minister please look into Craig’s case and do everything she can to give Capita the boot?

[Sally Jameson]

Capita’s performance has been totally abysmal, and I too have raised it a number of times in this House. I can assure my hon. Friend that we will be holding Capita to account, including withholding nearly £10 million of contractual payments, because we will not pay for services that have not been delivered. If my hon. Friend writes to me, I will ensure that his case is investigated, and I will get back to him at the earliest possible opportunity.

[Mr Gagan Mohindra (South West Hertfordshire) (Con)]

Despite dedicating their lives to public service through long careers in the civil service, many of my constituents have faced severe delays with their pension payments, causing them anxiety and financial hardship. How will the Minister ensure that her Department gives my constituents the support they need, that this crisis is resolved and, just as importantly, that it does not happen again?

[Sally Jameson]

An independent, Capita-funded remedial adviser has been appointed to identify service delivery issues and to allow us to continue to hold Capita fully accountable. Around 147 surge staff have been deployed in this crisis. The Government remain committed to maintaining resource levels. No team members will be withdrawn from that surge team until service levels are permanently fixed. As I have said in my previous answers, we are using all commercial levers at our disposal, including withholding those payments, so that Capita is held accountable. We are looking closely at options for bringing the pension scheme in-house.

[Dr Ellie Chowns (North Herefordshire) (Green)]

Numerous constituents of mine have had the same problems with the civil service pension scheme run by Capita. One example is Ruth, whose husband worked for the Ministry of Defence and died in service nearly a year ago. She has been waiting 11 months for a death-in-service payment and pension. Capita promised to have this resolved, with all bereavement cases done by the end of August. It broke that promise. This week, she is still waiting. This is utterly unacceptable. I welcome the Minister saying that there will be penalties for Capita, but does she not recognise that this is such a clear example that outsourcing does not work? Will she ensure that Capita is not given contracts like this ever again?

[Sally Jameson]

I thank the hon. Member for raising her constituent’s experience, which I am sorry to hear about. I have many similar examples in my constituency, as I know have Members across the House. I hope to provide a more substantive update in October. As I have said previously, Capita’s performance is totally unacceptable. I will not defend it, and I will continue to hold Capita to account every single day that I am in office, until the service levels are brought back up to an acceptable standard and all our constituents have received the pensions that they should already have had—in the hon. Member’s constituency case, 11 months ago—and I will continue to do that. We are looking at bringing the pension scheme in-house, and we are looking at the different viable options to do that. In our manifesto we committed to the biggest wave of insourcing in a generation, and we are all committed to doing that.

[Rosie Wrighting (Kettering) (Lab)]

8. What steps she is taking with Cabinet colleagues to support the creation of new jobs in the AI industry.

--- Later in debate ---

[Josh Dean (Hertford and Stortford) (Lab)]

T3. One of my constituents contacted me about her mother, who had worked for the Department for Work and Pensions since the age of 18 but sadly died before Capita released the pension she had earned through a lifetime of public service. Given the distress caused to families like hers by such delays, what steps is the Minister taking to ensure that civil servants receive their pension payments promptly upon retirement?

[The Parliamentary Secretary, Cabinet Office (Sally Jameson)]

I thank my hon. Friend for raising that appalling case. Current service levels are completely unacceptable. We continue to use the most stringent commercial levers that we have under this contract, including withholding contractual payments. We have 147 surge staff deployed in this crisis. We will not be moving any of those team members until service levels are permanently fixed. If my hon. Friend would like to write to me, I will happily make sure that any of his future cases are looked at with urgency.

[Madam Deputy Speaker (Ms Nusrat Ghani)]

I call the shadow Secretary of State.

--- Later in debate ---

[Liz Jarvis (Eastleigh) (LD)]

T2. My constituent Simon gave 31 years’ service at the Maritime and Coastguard Agency, supporting the Royal Navy. He contacted Capita in March, ahead of his retirement, and was assured that his pension would be sorted. The same promise was repeated in June and again in July. His case is still awaiting triage. Can the Minister say when the backlog will be cleared and when Simon can expect his pension?

[The Parliamentary Secretary, Cabinet Office (Sally Jameson)]

I thank the hon. Member for raising that case. As I have said, Capita’s performance is diabolical. I will not make any excuses for it from the Dispatch Box —there are no excuses for it—but we are holding Capita to account every day. As I said, we have deployed 147 surge staff to help during this crisis—they will not be removed until service levels are brought up to scratch—we are withholding contractual payments, and an independent Capita-funded remedial adviser has been appointed to identify further issues. If the hon. Lady writes to me about that case, I will ensure that it is escalated.

[Ian Lavery (Blyth and Ashington) (Lab)]

It has been nearly two years since the contaminated blood inquiry report was published. People think that the matter is finished, but it is not: some 18,000 infected and affected individuals still have not begun their claims. Will my right hon. Friend reaffirm to this House her commitment to the contaminated blood community, and will she meet the all-party parliamentary group on haemophilia and contaminated blood so that we can discuss the best way to press those cases home expediently?

[Wendy Morton (Aldridge-Brownhills) (Con)]

T5. One of my constituents served His Majesty’s Revenue and Customs for 43 years, yet more than five months on from taking partial retirement she is still waiting for her pension and lump sum. My office has attended two casework surgeries with Capita and the Cabinet Office, neither of which has secured a resolution. My constituent is now paying additional mortgage interest because of the delays. Will the Minister meet me urgently to resolve this case, secure a payment date and ensure that my constituent is compensated for the financial losses incurred?

[Sally Jameson]

I am sorry to hear of the experience that the right hon. Member’s constituent has had with Capita. As I have said, its performance has been abysmal, and we will hold it to account every single day until service levels are brought back to a good standard. I would be happy to meet her to discuss the case, and I will personally ensure that it is escalated.

--- Later in debate ---

[Madam Deputy Speaker (Ms Nusrat Ghani)]

Order. Before the Minister responds, that is the first “you” of the day and hopefully the last.

[Sally Jameson]

I hope to be able to update the House shortly after recess with further steps that the Government are taking. As I have said, we have a Capita-funded remedial adviser in place who is identifying the delivery issues, and we have also deployed auditors to Capita to get a full understanding of the exact state of the service. We will continue to look at withholding contractual payments and, as I have said, this Government are committed to the biggest wave of insourcing in a generation. While we inherited this contract from the previous Government, we will ensure that going forward looking at in-house schemes is a priority.

[Clive Jones (Wokingham) (LD)]

Brexit has created a web of red tape preventing businesses in Wokingham from developing relationships with European partners. Will the Government start negotiations for a growth and defence partnership with the EU to boost trade and growth?

--- Later in debate ---

[Vikki Slade (Mid Dorset and North Poole) (LD)]

I am sorry to return to Capita, but I may have a solution. My constituent John is retiring partly due to ill health and his salary is now at half level—he is really struggling. He explained to me that under the current system a retirement date must be selected four months in advance, and if the delay goes one day past that, rather than amending the figures, the system has to start all over again. My suggestion is that we make a slight tweak so that we save Capita a lot of work and our residents a lot of heartache. Will the Minister comment on that and pick up my constituent’s case?

[Sally Jameson]

I thank the hon. Member for bringing that idea to this House. I will be happy to put that to Capita when I next meet it, and if she wants to write to me with her case, I will happily ensure that it is escalated.

[Dr Ellie Chowns (North Herefordshire) (Green)]

The next national adaptation programme, NAP4, is not due until 2028, but the wildfires and droughts we saw this summer and the impending extreme El Niño show that we cannot wait that long. Will the Minister commit to taking urgent action to tackle resilience before then and give our farmers, communities and householders the support they need to face the challenges of drought, wildfire and flood risk?

Civil Service Pension Scheme

Sally Jameson Excerpts

Wednesday 9th September 2026 Written Statements

[The Parliamentary Secretary, Cabinet Office (Sally Jameson)]

I am providing the House with an update on the administration of the civil service pension scheme. Following Capita’s failure to meet its commitment to fully restore the scheme to contractual levels by the end of June, Capita’s executive leadership set itself two targets: clearing stock cases by 1 September 2026, and processing cases within key performance indicators from 30 September 2026.

Capita has reported meeting its self-imposed 1 September target across five priority areas: bereavement, death in service, ill health retirement, retirement payments, and retirement quotes, for cases it categorises as workable stock. Although this step is noted, meeting a milestone on workable stock alone is not sufficient progress and does not constitute full service recovery. Overall performance remains unacceptable, and far too many scheme members continue to face uncertainty while waiting for their cases to be resolved. The Government continue to hold Capita firmly to account using all commercial levers available to it. I will also continue work on actively shaping a long-term strategy to bring this pension scheme back in-house.

I intend to provide the House with a substantive update in October following the conclusion of the technical audit and report from the remedial adviser.

[HCWS324]

Civil Service Pension Scheme: Administration

Sally Jameson Excerpts

Wednesday 4th February 2026 Westminster Hall

[Sally Jameson (Doncaster Central) (Lab/Co-op)]

It is a pleasure to serve under your chairship, Ms Lewell. I refer Members to my entry in the Register of Members’ Financial Interests, which declares my various union memberships.

Many Members have made very valid points, and I will try not to echo them. To follow on from what my hon. Friend the Member for Cramlington and Killingworth (Emma Foody) said about MyCSP, I know from personal experience and the experience of my colleagues in the Prison Service that it was absolutely appalling—and, just when we thought its incompetence could not get any worse, it managed to surpass itself. I do not think any of us shed a tear when it had the contract taken away.

I am sure that Capita is full of excuses, saying “We had a terrible inheritance, because MyCSP did x, y and z”, and that is true, but Capita has huge resources of people and money, and it should have known what it was letting itself in for. It should have known how bad MyCSP was and how bad the backlog was, and if it could not do the job, it should not have taken on the contract.

I have constituents like Billy, who was considering taking partial retirement but now does not want to because he does not know if he is going to get his money. He is scared, and he is denying himself time away from work and partial retirement because of how appalling Capita is.

Will the Minister tell us what review will be done of the mismanagement of the contract, but also of how the was decision taken? I appreciate that it was taken by the previous Government, and that the Minister cannot answer for that, but what official advice was given to Ministers in the previous Government about the contract? In particular, what advice was given about break clauses? This is abject failure and we should be able to get out of the contract. What were officials in the Department advising Ministers about that? I am afraid to say that this level of failure requires accountability, and people who were involved in the procurement should never be involved in procurement for a Government contract again. We need to know who they are and what price they are going to pay, because, yet again, taxpayers are footing the bill for failure, and it is totally unacceptable.

This was not Capita’s first rodeo; it has been on the failure train many times before. The fact that it was given another contract is deeply worrying. Will the Minister confirm that Capita will not be allowed to bid for any future Government contracts, at the very least until this issue is resolved and the taxpayer has been compensated for what it has had to pay for to date? As far as I am concerned, this kind of thing should be brought back in house, so I am also interested to know what work is being done to see whether that is possible.

Oral Answers to Questions

Sally Jameson Excerpts

Wednesday 12th November 2025 Commons Chamber

[The Prime Minister]

It is always great to hear from Kwasi Kwarteng’s successor in his constituency. I am very proud to represent our country on the world stage, as I did last week at COP and before that in NATO. It is because of the reputation we have rebuilt over the last 16 months that other countries now want to do trade deals with us and place their orders with us.

[Sally Jameson (Doncaster Central) (Lab/Co-op)]

Q2. I, too, associate myself with the remarks of the Prime Minister.The Prime Minister will be aware of the campaign being run by the trustees of the British Coal staff superannuation scheme to return the £2.3 billion investment reserve back to its members, 700 of whom are in Doncaster Central. The Labour Government delivered on their manifesto pledge for the mineworkers’ pension scheme last year, so will the Prime Minister also ensure that fairness and justice are delivered to the BCSSS members at the upcoming Budget, and will he meet me and other coalfield MPs to discuss this matter further?

[The Prime Minister]

I know how committed my hon. Friend is to righting historic wrongs for our mining communities, and I assure her that I am too. She will know that we have already transferred £1.5 billion that was wrongly kept from over 100,000 former mineworkers. Ministers have met the BCSSS trustees on several occasions, and the industry Minister—the Under-Secretary of State for Business and Trade, my hon. Friend the Member for Stockton North (Chris McDonald)—is meeting them later today. I will make sure that my hon. Friend the Member for Doncaster Central (Sally Jameson) is updated in relation to that.

Oral Answers to Questions

Sally Jameson Excerpts

Wednesday 26th February 2025 Commons Chamber

[The Prime Minister]

The hon. Member has raised this issue before, which obviously is important for his constituents. We inherited flood defences in their worst state on record, which is why we are investing £2.6 billion to protect over 50,000 properties. I understand that the options to reduce flood risk to these communities are being considered as part of the Datchet and Hythe End flood alleviation scheme. I will ensure that he has a meeting with the relevant Minister to take forward the work.

[Sally Jameson (Doncaster Central) (Lab/Co-op)]

Q11. In order for the Government’s growth agenda to be a success, it must be felt in all areas of the country, including Doncaster and South Yorkshire, where we have green growth transport companies such as Hybrid Air Vehicles and Clean Power Hydrogen, alongside the reopening of Doncaster Sheffield Airport. Will the Prime Minister put on record his support for Mayor Ros Jones, who has led on the airport reopening? Will he set out how the growth agenda will override traditional investment patterns mainly in the south of England and bring prosperity to South Yorkshire and the north as a whole?

[The Prime Minister]

Yes, I will. Doncaster has a proud industrial heritage of rail, steel and coal, and extraordinary potential for industries of the future, from hydrogen to artificial intelligence. We are focused on devolving more power and funding to metro Mayors to support regional industry. We will work with the Mayors of Doncaster and South Yorkshire to support efforts to reopen Doncaster Sheffield airport.

NATO and European Political Community Meetings

Sally Jameson Excerpts

Monday 22nd July 2024 Commons Chamber

[The Prime Minister]

On the first part of the question, luckily I do not answer for the last Government; I answer for this Government. We will work with whoever the American people elect as President, but specifically on the question, the special relationship between the UK and the US was forged in the most difficult of circumstances and has endured for many years, and it is important both to the US and to the UK to maintain that special relationship. I have had an early opportunity to make my position clear on this. Again, it is a continuation of the position of the last Government: that special relationship matters to us, whoever ends up being the President of America.

[Sally Jameson (Doncaster Central) (Lab/Co-op)]

Does the Prime Minister agree that we need a “NATO first” defence policy in the face of growing Russian aggression, as seen in Ukraine? Will he join me in paying tribute to the Doncaster Ukrainian Centre in my constituency, which has worked tirelessly around the clock to support Ukrainian refugees, demonstrating the true community spirit of Doncaster?

[The Prime Minister]

Let me start by joining in that, and making it clear that this work, done in so many communities, is really important, in terms of the support given and the welcome shown to refugees.

The point about “NATO first” is important. As I say, we are proud to have been among the founding members of NATO, and the review that we have put in place has framework principles, one of which is “NATO first”. That will inform the way in which we conduct the strategic review.