UK MyCSP members

[yosib157]

I don't know if this is the correct forum to reach out to other Brits about their UK Sourced Pension. For 2 years I have experienced huge problems with the Civil Service Pensions outfit. These comprise incorrect information when I needed to have my pension paid directly into my Thai Bank after Barclays closed accounts for Brits without a UK address. They finally added an extra requirement and I managed to get the competed mandate sent. Next thing happened lasted for 15 months. I was locked out of my Portal until I found an independent site which told me how to reopen it. Apparently the MyCSP staff had locked me out because I used a wrong access code but omitted telling me. Then they wrote stating I had been overpaid on my pension and demanded reimbursement for their mistake. That was a few thousand quid which suddenly reduced after weeks of debate so I paid it -- by installment. During this issue which lasted around 6 months, I received an email asking why I had not replied to their letters. It turned out they had put an incomplete address into their computed which I discovered after some kind postal worker added Thailand to the envelope which took 16 weeks to arrive. I suggested they should reformat my address into 5 lines then their next letter did arrive.

Then even more problems which I'll leave for now to write about the latest events. I finished paying the alleged overpayment in Spring this year and a week later I received an email demanding I repay more overpayments again 0000's of quid dating back 7 years. My case was referred to other offices who sent questionnaires which I completed and returned within 24 hours. They didn't write again but I was assured that a panel of experts were looking at my case{s}/complaints and would make contact with 5 working days. Nothing received after 3 weeks and now they have now suspended my pension payment and will not answer my emails again.

 

So, last night I Googled where to make a serious complaint against MyCSP staff and amongst pages of stuff I found this link. It is a report on the finding of the Cabinet National Audit Board who list all the complaints which I've experienced and much more. This office is so bad that they have now had their contract terminated and the job will be taken over by CAPITA in December. Anyone in their 70's may remember how inefficient CAPITA were pre millennium and they are already 3 stages in default his time before fully taking over.

 

Obviously I want my July and future pension payments but my major concern is for my future Thai widow. We have been married 24 years and she's stuck by me all this time knowing she would inherit a pension once I've gone. But who knows?. This is the main reason for posting this epistle hoping other guys in my situation would be aware of the future changes. This is the Audit link.   https://www.nao.org.uk/press-releases/cabinet-office-must-improve-customer-experience-in-civil-service-pension-scheme/#:~:text=Cabinet Office has contracted with,member administration prior to 2014.

 

[proton]

How will she inherit a state pension? that stopped years ago

[treetops]

6 minutes ago, yosib157 said:

I don't know if this is the correct forum to reach out to other Brits about their UK Sourced Pension.

 

Maybe better placed in the "UK and Europe Topics and Events" section but give it a few days here and request a mod to move if it's not getting much traction here.

 

https://aseannow.com/forum/337-uk-europe-topics-and-events/

 

[Will B Good]

10 minutes ago, yosib157 said:

This office is so bad that they have now had their contract terminated and the job will be taken over by CAPITA

 

I wouldn't crack open the champagne just yet......CAPITA runs other government pension schemes and it's no walk in the park dealing with them.

 

Guaranteed response time........10 days.

 

Trick......tick the box "media related" when asking something......and they will answer in 24 hours.

[treetops]

Just now, proton said:

How will she inherit a state pension? that stopped years ago

 

He specifically mentioned it was a civil service pension so not the UK state pension.

[Will B Good]

2 minutes ago, proton said:

How will she inherit a state pension? that stopped years ago

 

If he retired before 2016 and you are talking about the state pension, she might be entitled to an element depending on his pension history.

[chickenslegs]

What a shambles! I can understand you being worried and angry.

I have not had any problems with my pension administrator, but I have arranged for my children to have power of attorney for my wife so they can help her to get her pension when the time comes. The PoA is in my pension admin files.

[yosib157]

3 minutes ago, proton said:

How will she inherit a state pension? that stopped years ago

Correct but I'm discussing the Civil Service Pension Scheme aka MyCSP

[yosib157]

Just now, chickenslegs said:

What a shambles! I can understand you being worried and angry.

I have not had any problems with my pension administrator, but I have arranged for my children to have power of attorney for my wife so they can help her to get her pension when the time comes. The PoA is in my pension admin files.

Please could you send personal email about PoA

[chickenslegs]

Just now, yosib157 said:

Please could you send personal email about PoA

Will do.

[yosib157]

7 minutes ago, treetops said:

 

Maybe better placed in the "UK and Europe Topics and Events" section but give it a few days here and request a mod to move if it's not getting much traction here.

 

https://aseannow.com/forum/337-uk-europe-topics-and-events/

 

Thanks, I'll consider that as an option. Although I'm surprised at the amount of readers already logged into it. 

[The Cyclist]

19 minutes ago, yosib157 said:

Please could you send personal email about PoA

 

Email your pension administrator and tell them to email you the form for your widow to claim your pension on your demise.

 

Fill it in with all the details, and keep it in a safe place, for your wife to send when you fall off your perch.

 

POA is also another way to go.

 

I would do it soonest, before Crapita get involved.

[baansgr]

33 minutes ago, proton said:

How will she inherit a state pension? that stopped years ago

It's civil service pension, not state ..she can received anything upto 60% of his pension payment depending on where he worked

[yosib157]

2 minutes ago, The Cyclist said:

 

Email your pension administrator and tell them to email you the form for your widow to claim your pension on your demise.

 

Fill it in with all the details, and keep it in a safe place, for your wife to send when you fall off your perch.

 

POA is also another way to go.

 

I would do it soonest, before Crapita get involved.

Thanks but I completed all that with the Pension Office years ago. Filed already at home I have completed a portfolio containing all the necessary information required in both English and Thai. We have a (teacher) niece next door who will help the missus and maybe a fellow Brit who will move permanently to the village next June. He will help out if I last that long. Problem is that I have written covering letters and everything required all addressed in brown envelope ready to post once they get the death certificate translated. All this is done but unfortunately addressed to MyCSP which I will need to rehash once CAPITA take the reins. Months of work but should be easy to amend.

[yosib157]

4 minutes ago, baansgr said:

It's civil service pension, not state ..she can received anything upto 60% of his pension payment depending on where he worked

Absolutely. I worked this out years back. Then they changed the schemes and amounts to be paid would be governed by the widows age. However, she's now 52 so should get a bigger percentage. 

[Eff1n2ret]

I had the same problem with the address length a few years back, and like you I had to get them to compress it into fewer lines. Receiving mail from them is still a bit hit-and-miss, but that is really due to the vagaries of the Thai Post Office. I didn't get the "Declaration of Entitlement" (same as the DWP's Life Certificate) in the post until late June, but I'd already heard about it and got them to email me one.

 

I got locked out of my account back in March, when the app used for 2-factor i/d didn't work any more. I didn't get any response  to an email asking for help, and ended up submitting a written complaint (sorry, I can't remember to whom or which department I addressed it). I got an email after a few weeks advising that my account had been re-set so I was able to log back on, set a new password and the only option for 2-factor i/d was SMS, which worked fine. I've just logged on again now to make sure.

 

Like other posters, I'm not optimistic that a transfer to Capita will be beneficial. 

 

Edit: I've now found the letter which was simply addressed to Complaints Department, MyCSP, PO Box 2017 Liverpool L69 2BU. It reminds me that in addition to emailing them unsuccessfully I tried phoning them, the switchboard transferred me to the "Portals Team" but after waiting for 20 minutes for them to answer I gave up. Not impressive, but at least the letter did the trick.

[yosib157]

13 minutes ago, Eff1n2ret said:

I had the same problem with the address length a few years back, and like you I had to get them to compress it into fewer lines. Receiving mail from them is still a bit hit-and-miss, but that is really due to the vagaries of the Thai Post Office. I didn't get the "Declaration of Entitlement" (same as the DWP's Life Certificate) in the post until late June, but I'd already heard about it and got them to email me one.

 

I got locked out of my account back in March, when the app used for 2-factor i/d didn't work any more. I didn't get any response  to an email asking for help, and ended up submitting a written complaint (sorry, I can't remember to whom or which department I addressed it). I got an email after a few weeks advising that my account had been re-set so I was able to log back on, set a new password and the only option for 2-factor i/d was SMS, which worked fine. I've just logged on again now to make sure.

 

Like other posters, I'm not optimistic that a transfer to Capita will be beneficial. 

 

Edit: I've now found the letter which was simply addressed to Complaints Department, MyCSP, PO Box 2017 Liverpool L69 2BU. It reminds me that in addition to emailing them unsuccessfully I tried phoning them, the switchboard transferred me to the "Portals Team" but after waiting for 20 minutes for them to answer I gave up. Not impressive, but at least the letter did the trick.

Ditto to everything. That Cabinet report lists the 90,000 phonecalls were missed and other statistics. I spent 200 thb on a card which died while I was still listening to robots. I have them my LINE, Whatsapp, Facebook, Skype and other media contacts but they still don't connect.