Does anyone know a named individual I can complain to concerning an issue I have with Capita at Darlington, who administer the Royal Mail Pension Scheme?
Sorry this is a bit of a rant.
Long story short, my late husband was receiving a pension from the Royal Mail. I am entitled to half of his pension as a surviving spouse. Capita keep making stupid errors on any paperwork they send to me. For example, the letter they sent me telling me about the exact amount of pension and the payment arrangements etc, was incorrectly addressed and delivered to a neighbour's house (despite earlier correspondence being sent to the correct address). Not only did it have the wrong house number, but they also used my husband's surname, which is different to the one I use. This was opened by the neighbour's young son, who did not recognise the name, and this resulted in private financial information being disc losed. I am still waiting for a response to the letter I have written about this.
In the meantime, I have just received a letter asking me to justify my surname, by sending them specific ID, some of which they have already had to support my claim for the surviving spouse's pension. They were told my surname right at the start, when I first notified them of his death. Apparently this wasn't entered correctly into the database (or has since been changed by them). I have asked them several times to correct the information, so this has been dragging on for months. I feel they are well and truly taking the p*** asking for some proof that I am not using my husband's surname.
The Passport office and DVLA haven't had a problem with my not using my husband's surname, so why is Capita making such a big deal about it? Under English law, I can call myself anything I want to as long as it is not done with fraudulent intent, and the name I am asking them to use is the same as on my bank account. They haven't [yet] queried this, so why can't they use some common sense and just change it?.
I feel like I am going round in circles with the "helpline" and email system and I really could do without all this hassle. I hope a formal complaint might produce a better outcome.
The Passport office and DVLA haven't had a problem with my not using my husband's surname, so why is Capita making such a big deal about it?
Neither DVLA or the passport office have to follow anti-money laundering guidelines.
In the meantime, I have just received a letter asking me to justify my surname,I very much doubt they are asking you to justify your decision to use your preferred surname. More likely they are asking for evidence to be sure you were married and you are who you say you are.
I feel like I am going round in circles with the "helpline" and email system and I really could do without all this hassle. I hope a formal complaint might produce a better outcome.
Capita have an awful reputation, like most professional administrators and you appear to have issues that are worthy of a complaint. So, make a complaint to their complaints team. However, don't try and fight them on their requests to prove your surname. They are making a fair and valid request on this. If they are being inefficient and you are being difficult, then its just going to be a painful process.
I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
