7
High complaint levels linked to MyCSP staff shortages and turnover from contract transfer
Conclusion
We asked the Cabinet Office and MyCSP why complaint levels were so high. Both the Cabinet Office and MyCSP told us that complaint levels and performance failures in 2024 were partly attributable to a shortage of staff. MyCSP’s core staffing level peaked in October 2023 before declining from then to January 2025 by 11%. MyCSP said that the Cabinet Office awarding the contract to Capita had driven higher staff turnover, with voluntary turnover rates rising from 12% at the end of 2023 to 24% at the end of 2024. MyCSP also said that losing the contract was making it more difficult for it to attract permanent staff.11
Government Response
A response document is linked to this report, dated 19 January 2026. Response attribution to this conclusion has not been verified. Read the response document.
Source
Committee
Public Accounts Committee
Inquiry
Civil service pensions
Report
49th Report - Administration of the Civil Service Pension Scheme
24 Oct 2025
HC 888
Addressee Bodies
HM Treasury
Timeline
Recommendation age
0.9 yr
Report published
24 Oct 2025