Sarah Middleton, 62, says she has been left without her pension or lump sum months after retiring, as ongoing problems with the Civil Service Pension Scheme continue to affect thousands of people across the UK.
After working for more than 25 years in public service, including roles at the Ministry of Defence and the Crown Prosecution Service, she retired at the end of February after giving six months’ notice, believing the process would be straightforward.
She said: “I had no idea I’d be retiring with nothing.”
Her case is among thousands caught up in problems that began when the administration of the Civil Service Pension Scheme was taken over by Capita on December 1.
The transition left a backlog of around 86,000 cases and a faulty new online portal, prompting ministers to establish an emergency task force led by senior civil servant Angela MacDonald.
Sarah, from Fair Oak, said she was expecting a lump sum of between £40,000 and £50,000, which she and her husband — who retired at a similar time — were planning to live on during their first year of retirement.
Instead, the couple are now relying on savings, with no clear timeframe for when the money will become available.
She described communication from Capita as “abysmal”, adding: “I have been waking up at silly hours of the night.
“I have no idea how long this is going to take.”
Although she eventually received a quotation in late February, Sarah disputes the figures and says Capita has failed to respond to queries submitted in early March, despite legal deadlines.
She also expressed concern for others affected by the delays and is part of online support groups, which include widows and people suffering from ill health.
“I am not the worst case,” she said. “Some people are in absolutely dire situations.”
The Cabinet Office has confirmed that civil servants who have partially retired or who retired after January 1 2025 may be able to access a transition support loan through their employer.
Those not eligible for the loan but experiencing financial hardship due to delayed pension payments have been advised to contact Capita directly so their cases can be prioritised.
In a statement, a Capita spokesperson said: “We have been working together with the Cabinet Office over several months to reduce the backlog and are taking all necessary steps to address this.
“Additional staff have been trained and deployed, and our focus is on ensuring members of the Civil Service Pension Scheme receive the service they expect and deserve, in line with the plan agreed with the Cabinet Office. We are sorry for the worry, distress and frustration any delays are causing.”