Why won’t Capita pay my pension?

My husband died aged 77 of motor neurone disease. His pension was administered by Capita and I advised the firm of his death three months ago.

Capita was very prompt in asking for the return of the overpayment it had made then but appears very slow in sorting out the 50pc spouse’s pension I am due. A month ago I was promised that I would hear within two weeks but I still haven’t heard anything. JUDITH CARTER, SOUTH WEST ENGLAND I contacted Capita Employee Solutions, the third party administrator for this spouse’s pension, and its spokesman said: “The service provided on this occasion has fallen below the high standard that Capita is committed to providing its customers and we apologise.” Nine days after I got in contact it sent the options at last.

However, the letter contained the words “the pension payable to you following the death of the late Mrs Judith Carter”. This strikes me as careless and insensitive.

Once your chosen option was confirmed the process was completed within three working days. Payment was made for 70pc of the arrears due for the annual pension. The remaining amount will be paid with the first pension instalment. The monthly payments have now been set up.

I was told a goodwill payment had been offered but, when I spoke to you, you knew nothing of it. Capita then admitted that neither of the letters intended to offer the compensation had actually been sent to you. One seems not to have gone out and the other had gone to your late husband’s employer for approval. The goodwill sum turns out to be £500. You are giving it all to charity.

The pension is now up and running, some five months after your husband’s death. of pay of £8 per hour and contractual hours for five days a week.

The branch subsequently phoned me and asked if I could start as soon as possible and I agreed. I arrived at the store at 8.45am, my start time on Sundays as shown on the offer of employment. I saw though on the rota list that I was down to start at 10am or 11am, I can’t remember which. It all seemed a bit disorganised so I decided to keep a record of my start and finishing times on my phone.

I worked five days a week for three weeks and later received a cheque for £948, which I banked. Then I received a letter saying I had been overpaid and asking for a repayment of £864. It threatened legal action. ES, NORTH OF ENGLAND

You contacted Waitrose on numerous occasions and it seemed it had thought you had worked far fewer hours than you had. Nothing changed and then, presumably, you ran out of steam. It was your grandfather who encouraged you to approach me.

When I contacted Waitrose it looked into this properly and admitted that there had indeed been an error in the way your time cards had been completed. It stated that you did not need to pay back any of the money.

It said: “We’re very sorry. This should have been resolved sooner. While it would never be right for us to discuss details of a person’s pay we can confirm that this matter has been resolved.” I am presuming that there has been some allowance for a goodwill gesture.

After this it was your grandfather rather than you yourself who wrote to thank me.