Why won’t Capita pay my pen­sion?

The Daily Telegraph - Your Money - - READERS’ LETTERS -

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.

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