Question to the Cabinet Office:

To ask the Minister for the Cabinet Office, what steps his Department is taking to ensure that Capita plc processes Civil Service pension cases in (a) a timely and (b) an efficient manner; and what that timeframe will be.

The Cabinet Office awarded Capita the contract to administer the Civil Service Pension Scheme in November 2023 under the previous government. The current delays facing scheme members are entirely unacceptable, and this Government has taken firm action to resolve them through a clear recovery plan with strict delivery milestones. We have deployed additional resources to expedite priority cases, ensuring that serving and former staff receive the high standard of service they deserve. Regular progress updates remain available to members via the pension portal and Gov.uk.

Capita is under a firm mandate to restore full service delivery to standard contractual levels by the end of June 2026. We are actively exploring the use of all available commercial and contractual levers and continue to withhold milestone payments for missed transition deliverables. All options remain on the table if they fail to meet the June deadline.

Around 25,000 members currently await pension quotations from Capita, including outstanding historical cases left unprocessed by the previous administrator. Whilst we have mandated that Capita restore service levels by the end of June 2026, putting accepted quotes into payment requires sequential administrative steps, meaning the first actual payments will commence around late August or September.