- PwC are carrying out ongoing workshops to bring Capita staff up to speed on what they should and should not be doing in relation to complaints and queries regarding pensions
- We agreed that information should be put on the PCSE website to outline what has been agreed, so that if you encounter problems with a query to Capita you can direct the person you’re talking to to that website
- Specifically:
- Complaints should not be closed with a request for forms to be resubmitted when those forms were included with the original complaint
- Members should receive automatic acknowledgements, for audit purposes, of the submission of all pensions forms
- Performer’s List errors should be fixed under a single case, without members being redirected to a separate team either within PCSE or NHS England
- No pensions forms should be rejected because the information in them does not match PCSE’s performer’s list data – these should be held until PCSE have resolved the inconsistent performer’s list data
- Members must not be asked to resubmit anything other than the forms required under pensions legislation – some had been asked for cheque numbers, the amount of cheques, dates cashed, and BACS transfer details; this applies both to Pensions queries and Performer’s List updates
- A case has been raised to look at the issue of being unable to use an existing CAS number in the PCSE contact portal, although this seems to be an intermittent problem.
