Background to the report
The Civil Service Pension Scheme (the Scheme) covers the Principal Civil Service Pension Scheme and the Civil Servants and Others Pension Scheme. As of 31 March 2024, the Scheme had 1.7 million members, both current and former civil servants, with a total liability for future pension benefits of £189 billion.
Jump to downloadsCabinet Office has contracted with MyCSP to run the Scheme since 2012, a contract costing £238 million since 2016.1 In 2023, Cabinet Office awarded a new contract to Capita PLC (Capita) to administer the Scheme from December 2025. Capita previously administered the Scheme’s pension payroll services and deferred member administration prior to 2014.
Scope of the report
Our investigation was prompted by correspondence that we received from scheme members with concerns about the service they had received, coupled with a reported rise in the level of complaints about the Scheme, which had risen to 4,780 in 2024-25. In this report, we examine:
- Cabinet Office’s oversight of the Scheme
- current levels of customer service, including factors contributing to a rise in complaints in recent years
- preparations for the transfer of administrator, and how Cabinet Office is managing this transition
Downloads
- Report - Investigation into the administration of the Civil Service Pension Scheme (.pdf — 541 KB)
- Summary - Investigation into the administration of the Civil Service Pension Scheme (.pdf — 107 KB)
- ePub - Investigation into the administration of the Civil Service Pension Scheme (.epub — 999 KB)
Publication details
- ISBN: 978-1-78604-619-2 [Buy a hard copy of this report]
- HC: 951, 2024-25
Press release
View press release (16 Jun 2025)