Capita Reviews 

Ex employee.

I understand this is a customer focused job, but they care to much about the customer, at the expense of their staff and their wellbeing. Theres a high turnaround for a reason. They cant expect good customer service from people they don't value and treat well.

They say they care about mental wellbeing, but when things are brought up, its pushed aside and not dealt with. They do everything they can to make sure things go wrong for the customer, and no one from any other department will help. Theyre the ones constantly messing things up, with no consequence as they dont deal with the customers, and because of this they continue to mess things up. If you try to complain yourself in an attempt to get other departments doing their job properly, managers take no notice and basically just tell you to deal with it.

Theres this thing they do about "call quality". You start on 100% and it goes down if you do something wrong.
96% is considered a fail. You are now a terrible employee. 96% is not bad quality by any means. Anywhere else, 96% is considered perfect, but in capita/zurichs eyes, it might as well be 0%.
And it makes no sense either. So first, 1 complaint marks you down 2 %.
Lets say I take 100 calls, and 2 of them are complaints on me. That means 98 of my calls are good, so 98% good quality, but they'll mark you down 2% each complaint and say your quality is 96%. But youll def take more than 100 calls in a month. Lets say its 1000 calls. That would then be 998 calls good, 2 with complaints, so even though I've had 998 good calls, they'll still say your quality is 96% and youvve failed that month.
How???? And what if those 2 complaints were at the beginning of the month?? where's the incentive to continue the rest of the month good? 96% is a fail. Might as well keep failing.

Youve already failed on day one, so no point trying to be good the rest of the month.

But the thing is, your quality is based on what you did 2 months go. Sp Septembers quality is based on what you do in july, so someone could have a perfect month in September, no bad calls, but because they made a mistake a couple months ago, they've somehow failed that month.

Following on about incentives, there really isn't any at all. There's no praise and reward for doing anything good, just punishment for when something bad happens.
All the 10/10 reviews you get from customers, and no one cares. Just a generic email send to everyone saying "well done".
Many customers considering me to be a great employee, but when one makes a complaint, suddenly youre the worst person ever and your on performance review.

Now with this job, there can be plenty of calls queuin, and youre not allowed to go home until all calls have been answered.
Theres a very likely and very common chance youll spend most of your "free time" - you have no freedom in this job - stuck at work having customers shout at you.
Plenty of minutes of your day given to them.
But god forbid youre 1 min late because of traffic or bus delays. Oh god no. Do that 3 times in a month and they "must investigate this serious crime against humanity"
I think the latest i was was about 5 mins, but doesnt matter i could spend nearly an hour after my shift had finished answering more calls.
They dont care they messing with your time. Only when you disrupt their time

Pay isntt good for the stress you deal with. Then they train you on more stuff with brings the worst stress of the job, and no extra pay, as you start to deal with pension claims, and zurich make that as difficult as they can, even admitting they made up the rules of claim, based on FCA guidelines, but still making up crap to make the process more difficult. All by the interpretation of 1 person at Zurich, and not actually what he regulation says.

If a customer asks for a manager, just say you are one, cos the managers are all lazy and wont deal with it.

This job is basically a toxic partner that guilt trips, manipulates, and gas lights you into thinking youre the issue when its their toxicity and apathy that causes issues for staff and customers

Im not the only person that feels this way.
What ive written here is a rewording of my resignation letter. Sent this into to the managers. 2 other people left and wrote similar resignations, and others have left with the same grievances, but didnt write letters, and there are people still there that feel the sam way but dont say anything.

Stay away from this job unless you get off on people treating you like dirt

Capita nfps awful company
My wife has been dead 12 weeks and still I'm battling and knocked Ng heads to get her pension sorted
They've dropped error after error by sending out wrong forms giving us the wrong information appalling customer service form after form filled in and still no closer to closure
They definitely don't put their customers first

I've never before encountered any company that sets itself such low standards for customer service. And yet still fails to meet those standards. The front line staff (if you can get through) all seem very nice and helpful, but that's as far as it goes. Getting through to anybody who will own a problem, let alone resolve it is utterly impossible. Avoid. Avoid. Avoid.

Capita were administrators of my final salary pension scheme & have completely inept & untrustworthy.
They delayed many months in processing my request to begin my pension at a time when this was extremely important.
3 years later, against a background of high inflation, I noticed my pension had not risen at all.
On raising this with the new administrators (thankfully not Capita) they asked the question. Capita claimed my pension was fixed & didn't wasn't index linked which seemed ridiculous.
After further investigation, Capita admitted the pension was index linked & they had underpaid me for years!
How is this level of incompetence even possible?
I would advise ALL pension trustees to stop using Capita & all pension scheme members who are unfortunate enough to have their pensions administered by Capita, to keep a careful eye on their pensions & not trust Capita to look after their Pensions properly.

I have a pension with Capita that I want to transfer.
The forms they ask you to fill in is ridiculous. I don't understand half of the questions so how am I supposed to fill it out.

This company certainly puts the customer last! The only response you get from an e-mail is the automated one they send out, stating a 10 day response time. Following numerous phone chases they then send information different to that requested and then dont respond to any follow-up e-mails. I would not recommend any companies using their Pension Outsouce services.

AVOID, by all possible means, recently recieved my pensions and i’m open to share my experience. unfortunately Capita endlessly frustrated me and generally would advise against them, check page.

Awful company. I have the misfortune of this company managing my pension on behalf of the Environment Agency. They undertook a request against my will and are ignoring my complaint emails. They don’t get back to you or bother to investigate complaints. I’ve referred them to the Pensions Ombudsman and they still don’t seem to care or action my request. Now considering legal action against them.

Not enough space here to list everything poor about them and if you have a choice I would recommend avoiding this company like the plague. Why the UK Cabinet Office contracted these clowns to manage the pension scheme I joined in the 1980s is beyond belief, and can only be cost and not competence related. Communication skills are almost nonexistent, promises are made and routinely regularly broken, you don’t hear off them for weeks on end and have to chase them, and to top it all when you do have the temerity to complain, a superficial so called joke of an investigation is made. Basically they think it’s OK not paying your pension on time and because your case is apparently complex and they are busy then that is something the customer should accept. They have had my money for weeks on end with no mention of compensation but I suspect knowing that most people can’t be bothered to complain to the Ombudsman and they are earning interest on it. Shameful company who are clearly not regulated by the so called organisations supposedly in existence to protect us for such shysters, who have taken the shine off what should have been a key life event for me and my family.

AVOID, if you can. I'm in the process of consolidating my pensions. Have completed several in a few months from other providers but feel like I've barley started with Capita who endlessly frustrate, delay and generally bungle everything. Their internal complaints process is no better its the Financial Services Ombudsman next.

Just been notified today 20 May 23 of a cyber incident at Capita on 31 March 23. My wife’s pension, the Environment Agency Pension Fund, is handled by Capita and it is said that there has been a “personal data breach for a large group of members”. Name, NI number and DOBs are amongst the data accessed by hackers.
The EAPF are apparently asking Capita what steps they are taking to avoid this happening again. What makes me dismayed and annoyed is that these breaches have been going on for years and a financial organisation like Capita should have got its act together a long time ago. It’s too late now, the horse has bolted. They should lose the contract for the administration of this scheme.

I am currently moving all of my pensions into one pot, I've dealt with about 4 different companies and Capita are the only ones who failed to follow my instructions and are obstructive for no reason. I asked them to transfer my pension funds to my new pension provider, they ignored me for a while; then responded asking for documents which I sent; then they ignored me again and when I threatened them with court, I got asked for the same documents, which I once again sent; then I heard nothing so I chased and chased, and for the THIRD TIME they asked for the same documents! When I complained, they ignored my complaint, so currently I email them twice a day asking for an update. I have also contacted the FCA and the Pensions Ombudsman. I WILL NOT GO WAY, so no point ignoring me. I've sent all the documents you requested 3 times, do your job!

Unfortunately, Truspilot only gives the option of a minimum one star rating which is far too generous an award for such a shambolic outfit.

Capita took over administration of a former employer's pension plan when the business went into administration. Following release of the plan from PPF Assessment, I was given the option to transfer my funds to another scheme. Due to the sums involved, I am obliged to take FCA approved financial advice and an offer to use WPS Advisory at a preferential rate was included in the transfer option.

WPS have been great in reviewing my circumstances, providing a recommendation and handling all of the paperwork between the schemes I'm transferring out of and into.

However, it seems Capita is completely incompetent, having completely failed to communicate adequately with the plan members during the recent market uncertainty. They have also written to me again to request the same information they've already received from the financial advisors, including, believe it or not, if I took financial advice, and if so, from whom. Given that they proposed WPS Advisory, yet are now asking who advised me, I suspect there isn't much hope of ever receiving my transferred funds.

I fear a formal complaint to the FCA will be in the pipeline.

If you have the possibility to avoid dealing with this organisation, then do so at all costs.

They take ages to answer phone calls, are generally unhelpful when they finally do, and never respond to emails.

How on earth in such a competitive marketplace, a business which falls so far short of the most basic customer service expectation manages to continue trading is beyond me.

They were absolutely appalling after my father died at releasing his shares. They made my life utter hell for years. Endless barriers put in place. Disgusting. Now they are sitting on thousands owed to me since June when some shares were bought out in a corporate take over and have not responded to my brokers and won't pay over my money. I think these people are either the most incompetent people on earth or utter crooks. I genuinely believe them to be the latter. They milk misery and capitalise on it. One of the most repulsive companies on earth. You should be ashamed of yourselves.

very poor c/m service???????
waited 50 minutes on phone and when answered was told i am working from home,YOU will have to write in if YOU require assistance?????????
Numerous emails asking to register a formal complaint which were ignored?????.still waiting for a response regarding my complaint?????????
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In various properties these morons keep sending letters for former tenants despite fact they left 1 to in some cases 6 years ago .are you so disorganized and incompetent can't use a popular search engine.

Capita are the administrators for cnh pension scheme, they lied and lied again to me about my pension, and what they were doing. They promised to put cash lump sum in my account on my 55th birthday, they didn't,

My experience of them trying to deal with my pension is they are completely disorganised and dysfunctional. They don't seem to have any joined-up IT system for dealing with customers. The following statement on their website "At Capita, we live by our values. They define who we are, how we work and help us create better outcomes" says it all but don't read anything positive into that. The website also says “We care about doing the best job we can” and “We deliver reliably using our tried and tested processes ”. Complete rubbish in my experience. I wouldn't recommend them to my worst enemy.

Unfortunately Capita won the PIP contract so as I have worked for this shambolic company my expectations weren't high . First I submitted my paperwork on the sixth of June 2021,they didn't book an assessment til February 2022. The assessor claimed I missed the call even though I booked the whole day off for the appointment ,so then I had to wait for the paperwork to come back from the DWP so my assessment took place nearly a whole year after I put the claim in. The assessor lied in my form and referred to a full time job ( which I don't have!) So the claim was rejected
I called to begin the appeals process and had to deal with a stroppy woman with laryngitis and an attitude problem who shouted at me to calm down then hung up .

Unfortunately Capita have won the contract for PIP claims so they don't give a damn about complaints and in this case as long as they win the contract will continue not to give a damn

Capita stopped paying my Gilette Pension whilst I was on holiday as I hadn't filled in and returned a document they sent. After several unanswered e-mails to them and returning the the completed document marked 'urgent' and sent by recorded delivery I still have heard nothing. My pension for March and April have not been paid causing several problems.