Civil Service Pension Recovery Plan Update - 14 May 2026
Updated 15 May 2026
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The recovery remains focused on the end of June for Capita to be delivering a significantly improved service for members/member representatives who need to interact with the Civil Service Pension Scheme.
Retirement quotations
A large volume of pension quotations are to be issued by Capita by the end of June. They consist:
- active members who are wanting to partially retireÂ
- active members who are wanting to fully retire
- partial retirees who want to fully retire
- deferred members (who no longer work for the Civil Service) who want to bring their pension into payment
Capita has committed to post over 2,500 quotes by the end of this week and expects to maintain this increased level of quote production between now and the end of June. For more information about quotes and frequently asked questions read taskforce update #7 on the .
Call volumes
In the last week, the average call waiting time peaked at 46 minutes on Friday 8 May. Wait times remain high due to increased call volumes following the Bank Holiday. Capita expects calls to the contact centre to remain high as the volume of quotes it issues increases. Members may face long wait times if they can’t find answers to queries on the website.Â
2024/25 Annual Benefit Statements
2024/25 Annual Benefit Statements (ABS) were reloaded to the member portal on Monday 11 May. The ABS is a simplified reproduction of the version(s) created by the previous administrator. The figures show an estimate of benefits up to 31 March 2025, based on employer-provided pay and service information and HM Treasury adjustments. Members should sign into their account to view and/or download. Remedy affected members who received two statements (2024/25 ABS and Alternative Scheme Options) should be able to view both in the portal.
Immediate focus
Capita to ensure that members receive the right communications and messages to avoid unnecessary escalation cases being raised. Capita to ensure it has the resources and processes to effectively and efficiently manage all case types to meet the end of June deadline.