Capita: most-reported complaints
Automated analysis of 184 public Trustpilot reviews published 2026-03-12 to 2026-09-24. TrustScore 1.1 from 512 total reviews — see the Trustpilot page. Quick answer: is Capita legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unreachable, with 117 complaints noting long wait times and unhelpful automated responses. Support staff are also frequently described as unhelpful, accounting for 101 reports, a trend that is currently rising. Additionally, 43 reviewers cited technical issues with the account portal or app, while 38 complaints covered other matters such as delayed payments.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company has not claimed its Trustpilot profile and uses Trustpilot’s paid features. We last checked this profile on 2026-09-24 and found 3 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 10,000+ MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 22/04 Capital! Give Me The Cash!”, “Skipton BS: Cash ISA Interest Capitalisation”, “Deprivation of disregarded capital.”.
Elsewhere: 2★ on Google (4 reviews)
TrustScore over time
1.1 → 1.1 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-12 (0%, 0.0d) · 2026-08-15 (0%, 0.0d) · 2026-08-18 (0%, 0.0d) · 2026-08-21 (0%, 0.0d) · 2026-08-25 (0%, 0.0d) · 2026-08-28 (0%, 0.0d) · 2026-09-03 (0%, 0.0d) · 2026-09-06 (0%, 0.0d) · 2026-09-09 (0%, 0.0d) · 2026-09-12 (0%, 0.0d) · 2026-09-18 (0%, 0.0d) · 2026-09-21 (0%, 0.0d) · 2026-09-24 (0%, 0.0d).
Severity: 80% of this company’s 181 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (183 reviews record both dates).
What their policy promises
delivery promise: reasonable time
“delivery of the Deliverables shall be within a reasonable time”
guarantee: satisfactory quality, fit for purpose, free from defects
“be of satisfactory quality within the meaning of the Sale of Goods Act 1979 (as amended) and fit for any purpose held out by Capita or made known to the Supplier either in writing or orally at or prior to this Agreement ”
guarantee: 12 months
“if during the twelve months from the Delivery Date, or if the Deliverables are for resale during the period specified in the end user warranty (which shall be no lesser than twelve months from the date of delivery to the”
guarantee: all manufacturer and other warranties
“The Supplier shall pass to Capita the benefit of all manufacturer and other warranties and/or guarantees relating to the Deliverables.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-13.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Sector benchmark: support unreachable makes up 65% of this company’s complaints vs a 18% median across 259 ranked companies in its sector.
Review velocity: 248 of this company’s 512 Trustpilot reviews (48%) were written in the last 12 months.
What are the most common complaints about Capita?
Support unreachable
117 reports · 65% of complaintssteady“Try ringing up and you wait for five hours to be greeted by a bot who cannot help.”
5 readers marked this review helpful on Trustpilot.
“Give them a call if you have 3 hours spare.”
4 readers marked this review helpful on Trustpilot.
“You have to wait hours before you can talk to anyone, and then theres platitudes given.”
4 readers marked this review helpful on Trustpilot.
Support unhelpful
101 reports · 56% of complaintsrising since 2026-08“Give them a call if you have 3 hours spare.”
4 readers marked this review helpful on Trustpilot.
“You have to wait hours before you can talk to anyone, and then theres platitudes given.”
4 readers marked this review helpful on Trustpilot.
“They lie, misdirect and refuse to reply to contact requests”
4 readers marked this review helpful on Trustpilot.
Account/app problems
43 reports · 24% of complaintssteady“The "portal " is not functioning.”
4 readers marked this review helpful on Trustpilot.
“Silence, no acknowledgement, no working portal or communication from this company”
3 readers marked this review helpful on Trustpilot.
“Thousands of us have received no replies to correspondence no pension payments”
3 readers marked this review helpful on Trustpilot.
Other
38 reports · 21% of complaintsfalling“How any company can justify leaving widowers and widows without money that is rightfully theirs for numerous months”
5 readers marked this review helpful on Trustpilot.
“Try ringing up and you wait for five hours to be greeted by a bot who cannot help.”
5 readers marked this review helpful on Trustpilot.
“The call centre either lies or promises payment and nothing happens.”
4 readers marked this review helpful on Trustpilot.
Refunds delayed
10 reports · 6% of complaintsrising since 2026-08“leaving me without any pension income for 42 weeks”
1 reader marked this review helpful on Trustpilot.
“Over 3 months in and not a peep from them”
1 reader marked this review helpful on Trustpilot.
“just ignore my emails and calls”
1 reader marked this review helpful on Trustpilot.
Billing errors
8 reports · 4% of complaintssteady“I had no reply, no update from CAPITA. Then a week or so ago my pension quote arrived - and the length of pensionable service shown, was wrong.”
2 readers marked this review helpful on Trustpilot.
“have been waiting for my pension for nearly 5 months and yet nothing, no communication, no apology and no replies”
2 readers marked this review helpful on Trustpilot.
“I am so fed up with waiting for my money that I have paid into.”
2 readers marked this review helpful on Trustpilot.
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-24.