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

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 case 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 latest one 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. This being some five months after your husband’s death.

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