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Written question asked by Layla Moran (Liberal Democrat) on Friday, 28 August 2026, in the House of Commons. It was due for an answer on Wednesday, 2 September 2026. It was answered by Sally Jameson (Labour) on Monday, 7 September 2026 on behalf of the Cabinet Office.

Civil Servants: Workplace Pensions

Question

To ask the Minister for the Cabinet Office, with reference to the Civil Service Pension Scheme, how many (a) formal Stage 1 complaints under the Internal Dispute Resolution Procedure have been registered by Capita since December 2025 and (b) formal Stage 2 IDRP complaints are currently being managed directly by her Department.

Answer

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.

While Capita committed to a complete return to standard contractual service levels by the end of June 2026, they have failed to meet this critical milestone. The Government is taking robust action to hold Capita to account. This includes withholding £9.9 million in contract payments for undelivered milestones, alongside confirmation that the Government surge team costs will be recovered directly from Capita.

To enforce strict compliance, independent auditors have been deployed to conduct a technical systems review, and an on-the-ground Remedial Adviser has been appointed at Capita’s expense. Further commercial, legal, and operational options remain on the table during the consideration of long-term structural delivery options.

Capita has received 137 IDR Stage 1 complaints between December 2025 and July 2026. The data is not yet available for August 2026.

The Cabinet Office has received 114 IDR Stage 2 applications since this date.

Secondary information

Type
Written question
Reference
21364
Session
2026-27
Subjects
Complaints Civil servants Workplace pensions
Contains statistics
Yes
Link
View this Written question on www.parliament.uk