The Civil Service Pensions Taskforce has said it expects full service to be restored to Civil Service pensions by the end of June, as work continues to address ongoing administration issues following the transfer to Capita.

In a direct update to members, HMRC second permanent secretary and taskforce lead, Angela MacDonald, acknowledged the seriousness of the situation but sought to reassure members that their benefits remained secure.

“Firstly, and most importantly, your pension is safe,” she said. "All data has transferred across from MyCSP to Capita.

"Capita is carefully checking this data so that it is integrated correctly, including linking your pension when you have had more than one period of service."

MacDonald confirmed that while progress was being made, it would take time to return the service to the expected standard.

Capita inherited a substantial backlog when the service transferred in December 2025, with around 86,000 outstanding cases at the point of transition.

As at 9 February 2026, this figure had reduced to approximately 56,000, according to the taskforce.

Since 1 December, around 123,000 new cases have been received, of which roughly 71,000 have been completed.

At the end of January, Capita and the Cabinet Office issued a joint statement acknowledging “serious issues” affecting Civil Service Pension Scheme (CSPS) members.

The taskforce stressed that it was prioritising cases where there was a risk of immediate financial harm, including death-in-service cases, ill-health retirements and hardship-related matters, and expected all such cases to be resolved by the end of February.

More than 2,000 new pensions have been issued since the transfer, and around 7,500 members who have submitted retirement forms and received a pension quote are expected to receive their lump sums by the end of February.

MacDonald acknowledged that some members would face longer waits as resources were directed towards the most urgent cases, describing the approach as "vital" to ensure those in greatest need were supported first.

The update also addressed ongoing issues with the new pension portal.

Around 16,000 members were locked out of their accounts, with 13,000 successfully resetting access after following email instructions.

A further 122,000 members with multiple periods of service have been unable to register, with a fix due by the end of February.

A 'Track My Case' function is expected to go live on the portal by the end of the month, enabling members to monitor the progress of their cases and understand which dates are currently being processed.

Meanwhile, annual benefit statements for the 2024/25 year are due to be uploaded by the end of February for around 300,000 members of the alpha scheme, with statements for other members to follow.

However, call waiting times remain a concern, with some callers experiencing average waits of around two hours.

The taskforce claimed that waiting times for bereavement cases were under one minute and under five minutes for those no longer working in departments who were experiencing financial hardship.

Additional helpline advisers are being recruited, with Capita aiming to answer 80 per cent of calls within 30 seconds by the end of February.

A web chat service is also set to launch later this month to handle more straightforward queries.

In the meantime, members have been encouraged to use the online contact form, which is scanned using an AI tool and prioritised by urgency, and to avoid calling unless essential, so that resources can be focused on urgent cases.

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