Perth and Kinross-shire MP Pete Wishart has labelled the prolonged delays in civil service pension payments as “unacceptable,” following numerous complaints from distressed constituents facing financial hardship. Since Capita took over as pension administrator in December 2025, thousands of UK civil servants have been left waiting for their pensions.
Constituents' Stories of Hardship
Isla Burns, from Perth, lost her husband Barry, a former Scottish Prison Service officer of 38 years, to cancer on November 28, 2025, at age 57. His lump sum pension arrived just seven days before his death. Since then, Isla has faced repeated failures in securing her widow’s pension. She spent four hours completing paperwork and sent it via recorded delivery, receiving an acknowledgment in January 2026. However, no payment followed. After contacting Capita’s CEO, she was told her paperwork could not be located. Resubmitting online led to issues with file formats. By May, she emailed the CEO again, stating, “They are hijacking my grief. I can’t move on.” Capita later requested the same documents again, citing missing records.
Paul McEwan retired from HMP Perth in February 2026 after 27 years of service. He notified the pension scheme five months in advance but has yet to receive his pension. He moved to Cornwall and lost a house purchase due to the delay. Forced to take a part-time job and borrow from his sister, he described the stress as “unbelievable.” After spending five hours on hold with Capita, he was told his case was “being escalated.” He now expects payment by late July 2026, nearly six months late.
Political and Official Response
Mr. Wishart wrote to the UK Paymaster General, urging government intervention. He stated, “People who have paid into their pensions in good faith every single month are now being left without the income they were promised. That is a fundamental breach of trust.” He highlighted cases of financial hardship, serious health conditions, and grieving families unable to access widow’s pensions.
A Cabinet Office spokesperson acknowledged the service levels were “unacceptable” and confirmed an urgent recovery plan is underway. Minister for the Cabinet Office Nick Thomas-Symonds set a deadline of end of June 2026 for significant progress. The Cabinet Office is offering Transitional Help Loans of up to £20,000, interest-free, repayable within 28 days after pension payments resume.
Capita apologized for “the frustration experienced by any members affected.” A Scottish Prison Service spokesperson called the delays “completely unacceptable” and introduced a transitional support scheme for eligible retired employees awaiting payments.
