MyCSP: Complaints
The question
To ask the Minister for the Cabinet Office, what recent assessment she has made of the adequacy of how (a) complaints and (b) errors are (i) identified and (ii) dealt with by MyCSP.
Answered by Georgia Gould
There is a robust governance procedure that monitors and reports on all aspects of performance against service levels and performance metrics. This includes regular meetings with MyCSP to review trends and analyse opportunities for improvement and corrective action.
The Cabinet Office is continuing to stress to MyCSP the importance of meeting contractual performance levels and improving member experience.
The new contract for the Civil Service Pension Scheme goes live on the 1st December 2025. The Cabinet Office has reviewed the current performance indicators and has adapted and enhanced these within the new contract which will give the Cabinet Office greater flexibility in managing the administrator of the Civil Service Pension schemes more effectively and encourage innovation across the lifetime of the contract.
The National Audit Office (NAO) published a report on the 16th June 2025 into the administration of the Civil Service Pension Scheme, which is available here:https://www.nao.org.uk/press-releases/cabinet-office-must-improve-customer-experience-in-civil-service-pension-scheme/#report
We are committed to ensuring that any recommendations from the NAO will be acted upon to enhance service delivery and member satisfaction.
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