Where is my RBS pension pot?

I am a Gibraltarian who started working for The Royal Bank of Scotland International in Gibraltar in 1989.

I was with the company for three years and then got married and came to live in Scotland. At the time RBS offered me a job in one of its offices in Scotland.

However, the only way it would accommodate this was for me to resign my present job and then take a new position with The Royal Bank plc.

This meant I would then be enrolled into the pension scheme for UK staff. I have recently retired and am drawing my pension.

However, my problem has been over trying to get my pension in respect of the three years while I was working in Gibraltar. I have been toing and froing with RBS in Gibraltar and in the UK for more than five years. The pot is worth around £7,500. ANNA ALCANTARA, ROXBURGHSHIRE Two days after I contacted the bank £7,391 appeared in your bank account without explanation.

You have been told that RBS in Gibraltar should have made contributions to this arrangement but didn’t. The department of RBS that dealt with my query did not administer the pension and never had any involvement in this arrangement. Even so, it agreed to fully investigate.

I then suggested that the bank should explain how the payment was made up. That day a letter along these lines was indeed sent.

It seems the sum comprises the contributions that should have been made but hadn’t been plus interest up to when the sum was paid. It also agreed to pay £100 for compensation for the delays you had to put up with while trying to sort this out.

This was promised within the next five working days. However, six weeks on, and despite reminders, it still had not arrived in your account.

I am now told this is due to an administrative error and is totally unacceptable. It has now been paid.

It swiftly arranged for repairs to be carried out by its approved agent.

The cost of £365 was less than my excess so I paid the bill in full.

I assumed that LV= would then reimburse me by claiming from the insurers of the driver who had caused the accident.

Now, 11 months later, I still haven’t been repaid, despite many telephone calls to LV=.

I am told that this is because there are no “uninsured losses”. This appears to be insurance jargon for “it hasn’t cost us anything”.

I hope you will be able to draw this matter to a close. SA, GLOS

You had received emails from LV= informing you that the matter was in the hands of agents.

Each time you rang the sender of the email they were not in the office.

You felt there was no incentive for LV= to chase your loss.

Only further to my involvement has it reimbursed you what you paid for the repairs.

It has also given you £75 compensation. This you are giving to charity.

An LV= spokesman said: “Unfortunately, Mr A was involved in an accident while on holiday abroad and as such we have had to deal with an insurer from a different country.

“The insurer has been particularly slow to cooperate with LV= and to accept liability. This has caused a delay to us being able to resolve the claim.

“The cost of the repair work was within the excess, so Mr A paid upfront and we have now agreed to reimburse his loss in full while we recover the costs from the French insurer.”