Question
Communications with Capita did get better for a time, but I am afraid they have dropped off a bit now. Let me share with the House the sad case of a constituent who came to us in May 2026. She had spent two hours on the phone to Capita; she could not get through, and she had two pensions unpaid. She had retired from the Department for Work and Pensions with breast cancer. In June, she was contacted by another scheme member—a completely different person—who said that on two occasions, she had been sent my constituent’s details, both the annual benefit statement and some other details about the scheme, which was an appalling breach of GDPR. Can the Minister please help me to resolve that case, as it is still outstanding, and will she consider compensation for those who have waited for more than two years, and from whom I have many emails in my inbox?
Answer
I am sorry to hear of the experience of my hon. Friend’s constituent. There are no excuses for that. According to the deadlines that Capita sets itself, the case should have been resolved by now. If my hon. Friend will write to me, I will take it up with the chief operating officer of Capita. I would be happy to have a further conversation with my hon. Friend about what we are considering in respect of compensation, but the Pensions Ombudsman is obviously aware of what is happening with Capita, and a number of people will want compensation for their loss of income and the impact that has had on their life.
Verdict: AMBER (38/100)
The reply partly answers the question. It gives a concrete route for resolving the constituent's pension case: if the MP writes, the minister will raise it with Capita's chief operating officer. It does not address the reported disclosure of the constituent's personal pension details to another scheme member. On compensation, the minister says the government is 'considering' it and offers further discussion, but gives no commitment, criteria or timetable, so the constituent would likely need to follow up on both points.
How we got there
| Question item | Coverage | Specificity | Rationale |
|---|---|---|---|
| Will the Minister help resolve the outstanding case of a constituent whose pensions remain unpaid following contact with Capita, and whose personal pension details were disclosed to another scheme member? | Partially Addressed | Direct | The reply gives a concrete mechanism for the resolution part, a commitment to take the case up with Capita's chief operating officer if the MP writes, and acknowledges the delay is unacceptable. Nothing addresses the disclosure of the constituent's personal pension details to another scheme member, so the item is only partly answered. |
| Will the Government consider compensation for scheme members who have waited more than two years for their cases to be resolved? | Partially Addressed | Hedged | The minister says the government is 'considering' compensation and offers a further conversation, which speaks to the 'will consider' question, but gives no commitment, criteria, or mechanism. The remark that 'a number of people will want compensation' is an assertion about claimants rather than a government position, so the answer stays noncommittal. |