The Cabinet Office minister Sally Jameson has expressed strong dissatisfaction with Capita’s management of the civil service pension scheme, describing the company’s performance as “abysmal” amid ongoing delays in payments and retirement information for thousands of civil servants. Speaking in the House of Commons, Jameson criticized Capita for failing to meet multiple deadlines, including a key June 30 target tied to the £239 million contract it holds to administer the scheme.

Jameson conveyed her frustration directly to Capita’s chief executive, Adolfo Hernandez, and senior leadership, casting doubt on their claims that contractual targets had been achieved. She highlighted that complex cases affecting approximately 1,800 members have remained unresolved for more than a year, and noted instances where individuals have multiple outstanding cases. “Many honourable members, unions and scheme members have written to me asking why if Capita have met these targets, they still don’t have their quote, their pension remains unpaid and why they are struggling with no income despite years of commitment and public service,” she said.

Capita, responsible for managing the pension rights of 1.7 million members, admitted to earlier administrative delays. In July, Hernandez acknowledged problems with timely payments and information delivery. Following ongoing issues, the government has withheld nearly £10 million in payments to Capita. An independent review by government advisers reportedly found the company’s recovery plan inadequate, prompting Cabinet Office officials to develop a “credible” strategy to resolve the backlog.

Jameson detailed planned measures to address the situation, including communication with those affected by complex cases within the coming month and the introduction of fortnightly performance updates on the pension scheme’s website until improvements are evident.

Capita issued an apology for the “frustration” caused and indicated progress was being made to rectify the problems. However, Jameson signaled that the government has not ruled out terminating the contract if the company fails to deliver meaningful improvements. The pension scheme, integral to the civil service workforce, continues to face scrutiny as members endure extended uncertainty over benefits owed.