Capita hires ‘resolution team’ to fix GP McCloud remedy pension records

Capita has recruited a ‘dedicated resolution team’ to fix pension records for GPs affected by the McCloud remedy.

Primary Care Support England, who handle pension admin for practices and are run by Capita, are ‘primarily focusing’ on the circa 10,000 GPs in England affected by the McCloud remedy who require a Remedial Pensions Savings Statement (RPSS).

The remedy sought to address age discrimination caused by changes in 2015 to public sector pensions and RPSS that carry updated details about a member’s retirement pot are needed to recalculate their tax position and determine if they are due tax rebates or if they owe more tax.

Towards the end of last year, medical accountants warned that up to 50% of pensions statements being sent to NHS pension members affected by the McCloud remedy, including GPs, may contain incorrect information.

Now Capita has confirmed to Pulse that they have a ‘dedicated resolution team’ which is ‘actively’ supporting GPs in updating their records to obtain an RPSS.

But the BMA said that it is ‘sceptical’ the issues will be fixed by the end of the year.

In an update to GPs, BMA pension committee deputy chair Dr Krishan Aggarwal said: ‘PCSE are primarily focusing on the circa 10,000 GPs in England affected by the McCloud remedy who require a Remedial Pensions Savings Statement (RPSS).

‘They tell us that they have recruited a dedicated resolutions team and are hopeful to have fixed pension records for this cohort by the end of 2025.

‘We are receiving regular updates, and whilst they have made some progress, we are sceptical about them meeting this target, as they admitted they have started by fixing the “easier” cases.’

He added that PCSE should write ‘personalised letters’ to members to tell them exactly which years are missing from their individual pension record and what forms relate to those years, in order for the GP to know what action to take.

He added: ‘We are pleased that they have now confirmed they are starting to send out these personalised letters to those in the RPSS cohort in a phased approach this month.

‘We strongly urge you to look out for this letter and take action by responding with the relevant certificates or information.’

Capita told Pulse that they are ‘concerned’ that nearly 4,000 GPs have yet to contact PCSE despite being advised to submit missing certificates, and that they are still awaiting responses from a further 3,500 members who have been asked to provide additional information.

A Capita spokesperson told Pulse: ‘We have a dedicated resolution team actively supporting GPs in updating their records to obtain an RPSS.

‘We are engaging with all pension scheme members who responded to the call to action and are working to resolve gaps by collecting missing certificates.

‘However, we are concerned that nearly 4,000 GPs have yet to contact PCSE despite being advised to submit missing certificates, and we are still awaiting responses from a further 3,500 members who have been asked to provide additional information.

‘We strongly urge GPs to review the correspondence received from PCSE and submit the required certificates or details as soon as possible.’

It comes after Capita was handed an extension to its contract earlier this year, meaning it will continue to run PCSE for another three years.

Last year, the BMA claimed that thousands of GPs in England were experiencing significant issues with their pension records due to maladministration by Capita.

And a recent survey from the BMA found that of almost 500 GP respondents, four in 10 said failures by PCSE to update their pension record was ‘causing them to experience mental or emotional health problems’, while a third said this was having a ‘negative impact’ on their performance at work.