A NEWENT widow who spent almost 45 years in the Civil Service says she considered returning to work after being left waiting more than three months for her full pension.

Avril Coleman started working for the then Department of Health and Social Security on October 12, 1981 and remained with the organisation, now the Department for Work and Pensions, until retiring on May 31 this year.

She gave written notice of her intention to retire almost six months earlier, on December 5, but had still not received a quotation for her full Civil Service pension when she contacted The Forester.

Following enquiries by this newspaper, Capita has now confirmed Mrs Coleman's case has been processed and said her retirement quote has been sent to her by post and email.

Mrs Coleman partially retired in 2023 and receives £597 a month from that portion of her pension. She said she had received neither the lump sum nor the increased monthly pension she expected following her full retirement.

Her decision to retire came after her husband was diagnosed with mixed Alzheimer's disease and vascular dementia. Mrs Coleman said she wanted to spend more time with him and help care for him after his diagnosis.

Her husband died in May, leaving her to enter retirement without the financial security she had expected after nearly 45 years of public service.

Mrs Coleman said: “At present I am living on £597 per month, a small amount of my Civil Service Pension because I was still working three days a week, and £100 per month bereavement payment.

“My council tax is over £200 per month, my household fuel is £154 per month. I have to run a vehicle as I live in a remote rural area.

“I was hoping to be comfortable until I can claim my State Retirement Pension in two-and-a-half years' time when I am 67.”

She said the situation had become so difficult that she told her former manager she might need to return to work.

Administration of the Civil Service Pension Scheme transferred to Capita on December 1, 2025, four days before Mrs Coleman gave notice of her retirement.å

Mrs Coleman said she submitted a complaint to Capita director Chris Clements which was never acknowledged, despite a telephone adviser telling her it was visible on her records.

She said she was told towards the end of July that work had begun on her claim, only to be told in August that it had not been started.

Mrs Coleman also described being left in tears following a telephone conversation after the death of her husband.

She said she understood her pension claim was not technically classed as a bereavement case, but added: “To be told by someone on the phone I am not bereaved despite losing my husband in May was very hurtful.”

Her daughter Abigail Phillips contacted The Forester after becoming increasingly concerned about the impact the delays were having on her mother.

Mrs Phillips said: “She is not seeking special treatment. I simply believe that individuals who have worked and contributed throughout their careers are entitled to receive their pension promptly and to be kept informed when issues arise.

“My mum has written to every possible source under the sun to rectify this. She should not have to spend her retirement writing emails and drafting correspondence.

“I cannot express the amount of unnecessary stress this has caused upon her.”

Mrs Coleman's experience comes amid widespread problems with Civil Service pensions following Capita's takeover of the scheme.

The Government revealed in July that the unresolved caseload had at one stage reached around 120,000, while more than 140 additional officials were brought in to support recovery work.

Ministers have also withheld £9.9 million in payments to Capita over its performance after the company missed deadlines to clear inherited arrears and restore normal service levels.

A Capita spokesperson said: “We continue to work at pace against the remediation plan submitted to the Cabinet Office. The first milestone fell on September 1 and is subject to review by the Cabinet Office.

“In the meantime, our focus remains on working through outstanding cases and improving the service members receive.

“Despite the progress made, we recognise the service has not been good enough, particularly for members waiting on bereavement, retirement and quotation cases, and we are sorry for the impact this has had on those members.”