My wife and I live in Australia and started the process to redeem our bonds in July 2024. In the first instance we failed to provide enough information to redeem our bonds. We received a letter asking us to complete a form with specific information - we mailed the required form on 30 August 2024. We have heard nothing until today 18 October when we received a letter asking for exactly the same information as previously. We sent all the information again! During this lengthy wait we have received two customer surveys asking us “how the service was”. As we had not received any service it was not possible to answer. We hope that the letters we have sent have reached NS&I as there are two different return addresses. The return address in the letter is NS&I,Sunderland SR43 2SB and the return address on the back of the envelope is PO Box 1392, Sunderland SR43 2AA. The NS&I service/non service is frustrating to say the least and inexcusable in a national business. I am hopeful that on this occasion we will be successful in redeeming our money.