On our most recent trip to Malta, a journey we make several times per year, we had an unpleasant experience.

I am 70 and need a walking stick to get around. We had to go to ARMS, a time-consuming and unpleasant experience in itself, and we had left the car behind and used the bus. Later we went to Valletta for refreshments.

The journey back to Marsascala was not expected to cause problems but it did. The Floriana bus station was very crowded and the Marsascala bus bay was occupied by another vehicle.

When the Marsascala bus arrived, there was no free bay. Instead of stopping to pick up passengers, the driver drove straight on, even though the bus was empty.

The next bus arrived a few minutes later and had to stop in the wrong bay. By this time, there was a crowd who pushed to get into the queue and onto the bus. I was jostled and nearly lost my balance but was able to board an overfull bus and complete my journey.

It was in Marsascala that I realised my wallet was missing. In addition to a small amount of cash, it held credit cards, a debit card, UK bus pass and driving licence.

I called the emergency number which earned me the wrath of the operator. I did this to alert the police as soon as possible, so that they would find the perpetrators potentially still looking for further victims and inspect any CCTV. I was told to go the police station in Marsascala, which I did, but at 3.30pm it was unmanned. I called the emergency number again, seeking assistance.

With considerable reluctance, I was told to wait and the police would be there shortly. Twenty minutes later they arrived and displayed a total lack of interest.

A note was taken; I was not asked to sign it or given the opportunity to look at it. I was told to go to the Żabbar police station the next day to get a report.

The report was wholly inaccurate and suggested it was my lack of care which enabled the thieves to strike; the police involvement left much to be desired. Surely tourists are entitled to expect the police to take complaints seriously?

The inconvenience of being without the stolen items was considerable. Fortunately, I have a Maltese bank account to deal with expenses but no card, so the homeward journey which we are due to make by train and ferry with overnight stops will be problematic. We live, and hopefully learn by our mistakes. I hope that anyone else suffering such a crime will receive more sympathy and assistance from the police.