Money Box Live: Capita, What Went Wrong?

Available for over a year

In this special episode of Money Box Live, we look at what is going on with Capita, which administers millions of people's pensions. Widows left without, newly retired people with no idea when they will get their money, just some of the cases being sent to the Money Box inbox. There have been repeated promises from Capita and the government that these problems would be fixed, yet deadlines pass and the delays remain. In this episode we hear from those people putting thier plans on hold, burning through their savings or even planning to go back to work whilst they wait for the backlog to clear. Capita told us, “We are sorry for the impact service issues have had on members. Despite good operational progress, we recognise there is more to do. We are working closely with the Cabinet Office to resolve outstanding cases and restore the service to the standard members should expect.” The Cabinet Office, which is ultimately responsibility for the pension scheme told us, "The service levels following the move to Capita have been completely unacceptable. Our immediate priority is to stabilise the service to give current and former Civil Servants the service they deserve." Joining us, Fran Heathcote, General Secretary at the Public and Commercial Services Union, and Sir Geoffry Clifton Brown, Conservative MP and Chair of the Public Accounts Committee. Presenter: Felicity Hannah Producer: Sarah Rogers Reporter: Dan Whitworth Editor: Jess Quayle Senior Editor: Sara Wadeson (This episode was first broadcast on Wednesday the 14th of October 2026).