Hm... Just how many companies Capita operates HR and Benefits for...
Crapita is operating HR services and various forms of "Benefit Baskets" for anything between several hundred if not thousand of government entities and companies accounting for hundreds of thousands of workers.
I am going to make an educated guess - they have this one f*** up across most of them. Pity UK law does not allow to take them to the cleaners wholesale on this one and they have to be given kicking on a one-off basis.