I found out about my husband’s pension 11 years after he died – a year later I’m still waiting to receive it: TAP ON THE CASE

My husband, Jim, died in 2012. In December 2023, out of the blue, I was contacted by an heir tracing company asking if I was his next of kin.

I called the company to verify that I was, and in January 2024 I received a letter from pension firm Buck. It said I may be entitled to a payment from Jim’s pension at Chubb Security.

I didn’t know he had a pension from his time at Chubb, which was in the 1980s and before we met. I don’t think he knew that either. I have no idea of ​​its value.

In mid-January 2024, I sent the requested documents, including the death and marriage certificates, to Buck and they were quickly returned with a note of compliments.

But ten months later I have not heard anything from Buck – now taken over by another pension firm, Gallagher – about the status of the pension benefit.

I called Gallagher in May, June and July but was told it is owned by the Chubb trustees.

Why is this taking so long? Even if I am not entitled to anything, I would like to know so that I can draw a line under it. So Wigan

Helen Crane, This is Money’s Consumer Champion, replies: You thought you had settled your late husband’s affairs ten years ago, and I’m sure after all these years it was difficult to dig up documents like his death certificate.

Old company pensions have a habit of being forgotten, especially those built up many years ago when employees were not automatically enrolled.

Especially in a time when administration was still kept on paper, pots are easily lost.

Because pensions date back to the 1980s, the companies involved may never have transferred them to an online system.

If someone wants to find a lost workplace pension, the government’s pension tracing service is a good place to start.

Anyone who wants to know whether he or she is entitled to a deceased person’s private pension should contact the pension provider or employer concerned.

But to do that, they must be aware that the pension existed in the first place.

Jim may not have even been aware that he was paying into a pension while working at Chubb, and the amounts involved would likely have been small.

But with nearly four decades of potential investment returns since then, that little bit of money could have grown into a significant amount.

Pension funds have a duty to ensure that all unclaimed money ends up in the right hands – even if it takes many years, as in your case.

Today marks one year since you first contacted the tracking company.

The funds sometimes engage search companies whose task is to trace the surviving relatives of deceased pensioners and encourage them to claim what they are entitled to.

You were intrigued when you were asked to contact Buck, who became Gallagher the year you joined the company.

But your initial hope turned to frustration as many months passed without any confirmation one way or the other.

In August you were told that your case had been passed to the Chubb pension administrators for approval in February, but there was still no update to give you.

You contacted me in November because you felt like you were hitting a wall. I decided to contact Gallagher to help you untangle this retirement web.

I’m happy to report that this has accelerated the business. It said it would look into your case urgently, and shortly afterwards you received a phone call and a form to fill out.

A spokesperson for Gallagher said: ‘Following a full review of the (SO) case, we can confirm that there has unfortunately been some delay in providing a response to the information she requested.

“(She) has now received all the information she needs regarding her benefits, along with a formal apology.

‘Customer service remains a top priority for Gallagher and we regret that we did not meet our own standards on this occasion.

‘We would like to take this opportunity to once again offer our sincere apologies.’

A week later, and almost a year after you first received the letter from the search company, you finally received your payout from Jim’s pension, which totaled just under £2,000 after tax.

Although it arrived under sad circumstances, I hope the windfall makes your Christmas a little brighter.

The bus company has restored my Christmas spirit

I wanted to share a good story about a small business whose customer service made my chaotic Christmas travel plans a little easier.

Just before Christmas last month I booked a £21 coach ticket to visit family near Bristol, traveling with the local coach company in Taunton, Berrys Coaches.

Normally I would take the train, but I hesitated at almost £100 return ticket with no guarantee of a seat on a busy Friday in December.

But my plans changed this week after a friend ended up in hospital in Birmingham and I had to make a stopover to visit him first.

I contacted Berrys to ask if there was any chance I could get my money back, but without much hope as this was only a few days before I was due to travel.

To my surprise they said I could get my money back, less a £5 administration fee, or get a voucher for another trip at no cost.

That’s much better than National Rail, where pre-booked tickets for a specific-timed train are not eligible for refunds at all – and it costs £10 to change the time or date.

Bravo, Berrys, for bringing some much-needed festive cheer.