Impossible to make any progress - as no promised forms seem to ever arrive - and now the phone line is answering but nobody is at their end. It is appalling service.

UPDATE
I got an email with full info needed to progress (retirement forms etc) plus a phone call from a human (!) who was brilliant - thanks, Holly. So...I have upped the stars from 1 to 3 and if all continues to go well, I will increase further...