Passports Office Bewertungen 

What a poor service they offer, they must surely be humiliated by the service they provide

PASSPORT APPLICATION- It was a shambles from beginning to end. I paid for a check and send service. 2 weeks later they contacted us saying that they needed the person who had filled in the form to provide proof of identity ( a different name to my son) They had taken one of his middle names and used it as his first name n the application. We had sent original birth certificates ( with his full name )at the time and it was checked by check and send, for an additional fee, so it was correct then. We found out that they had put the wrong name in to the system so the person that was to provide proof did not exist. Many phone calls later stating they had made a mistake with no solution or correction ( 9 rude and unpleasant phonecalls) We were asked to then send in a signed letter stating that they had made the mistake. This letter was not good enough and they sent a letter stating that his application would not be continued until they had received proof of id documents from the incorrectly named person. Our fee would not be refunded. They then asked for an online interview. This interview was extremely personal, difficult, even humiliating at times due to my sons learning difficulties. We got asked if we were recording the interview? Can someone explain why my son needs to describe what computer system he has and where exactly in the house it is, for a passport application?. Also his favourite teachers name and directions to the nearest train station, what both his mother and father does all day, to go a typical day, if his dog is registered to a vets and what vet it is??? I am his carer and was with him for support. he is only 16 with Autism. My son did not know what the interviewer meant by- 'Where is his computer?' He replied to him that it was in his room, and then he asked another 3 times and then to help my son I said, ' Upstairs ' and was told to be quiet or they would reschedule. This was humiliating to both of us. Then I was told if I was in the room I was to be on camera but not allowed to talk. My son has difficulties with directions and processing due to his Autism, several of the questions were asking directions to and from areas??. This meant my son struggled answering and started stuttering. I had to sit in silence watching him struggle all due to their mistake. Shocking stressful experience from beginning to end. I will be putting my complaint to my MP as the passport office have ignored all of my complaints so far. My son is a vulnerable adult still a teen. Your staff should be properly trained to encompass this. This will not be the last you hear from me!

Called hm passport office today, yes they were speedy on answering the call, but the FOREIGN lady who I spoke to was extremely rude and abrupt to me when asking a question regarding my sons passport, didnt give me any answers just got told to wait and she put the phone down! How is this acceptable they work for the home office? Absolutely disgusting

I tried to get a priority renewal by visiting office in dockland. They wouldn’t let me in because I didn’t manage to complete the on line application.

Credit where credit’s due. I applied online to renew my passport. I used a photo shop to provide the photo and got a code to use during the application process. I submitted my application last Friday and I sent my old passport by signed for delivery on the same date. On Monday, I received notification that my old passport had been received and later that day that the application had been approved. The new passport was received Wednesday so 4 working days start to finish.

Amazing how an Online subbmitted Photo taken at Photo Booth can be instantly approved like 2 seconds later I get approval. I assume the Government must be receiving a percentage of the cost. Wonder what percentage, if any of Photos taken at Home actually get approved. It cost me £30 today to get these done as I have to travel by Taxis.

I am a Brit living in South Africa and am so impressed with my experience of renewing my UK passport.
The initial online application was very easy to complete.
Then having sent my current passport to the UK Passport office via courier, they kept me advised of its receipt and each step of my application until they couriered my new passport back to me.
The whole process took just three week with not a single hitch.
Exceptional stress free service.
"BRAVO HMPO"

I was disappointed with the identity confirmation process for passport applications.

When I initially completed my child application, I selected the option for my identity confirmer to verify identity via email. However, I thought to check what form-based looks like, but this changed the confimer channel from email to form-based. Unfortunately, there was no option available within the application to switch back to the email method.

When I contacted customer service for assistance, I was advised that it is not possible to change the confirmation method once it has been altered. This was frustrating, as the form-based method was less convenient for both myself and the person confirming the identity of my child. It also created unnecessary delays and inconvenience during the application process.

Suggested Improvements:

Allow applicants to change the identity confirmation method within their application before submission.
Provide a clear warning explaining that changing the confirmation method is permanent and cannot be reversed.
Enable customer service representatives to reset or amend the confirmation method in exceptional circumstances.
Improve guidance throughout the application process so applicants fully understand the implications of selecting or changing their preferred confirmation method.

A more flexible and transparent process would improve the user experience and help avoid unnecessary frustration for applicants.

Required urgent passport renewal.
Online form very clear and simple.
Passport photo in Asda Booth very simple producing photos and code.
Rapid appointment at Durham. Easy to find.
Clear instructions.
Very pleasant staff at all stages of appt.
Excellent experience.

Amazed, applied for a replacement passport online 02/06 using standard service. Posted old passport next day. New passport received 06/06. Regular Email updates during the process. Far too efficient for a government department. Now if only they could sort out the HMRC and rest of government like that we might have a chance

Peterborough. Good points: well organised, good queue control (near military efficiency!), good communications on application progress, staff polite helpful and friendly, very easy car parking about 200 yards away (Pleasure Fair CP takes cards, cash, apps), replacement passport arrived in 2 days via 1week fast track).
Area for improvement: be clear on timings. It’s made very clear that arrivals earlier than 10 minutes before will be turned back until their stated time (saw it happen). However I suspect that many, like me, will have travelled a considerable distance and, worried about traffic congestion (A14!), overcompensate. It’s not made clear what would happen if delayed. (Advice : If v early, cross river, several coffee shops etc in arcade on L about 300 yards away).

My passport took 5 days, well done Guys that's amazing.

Based on my experience i found Passport Office services totally unacceptable and unprofessional. It took them 15 weeks just to tell me that they needed more information. In one occasion one of their agents terminated the chat without reason. In another occasion they told me that the address i ve given them does not match their records. I lived in that address for over 27 years and had three other passport issued to that address. I made a complaint over three weeks ago and still waiting to hear from them.

I was turned away from the airport because even though my passport has seven months before expiry it was issued more than ten years ago and is not accepted for travel within the EU. It beggars belief that this is not more widely publicised. After online application for emergency renewal at considerable cost, turned up at London passport office where there are no waiting facilities of any sort even though cold, wet and windy outside, and they don’t send a text when the new passport is ready to collect, just say to come back in four hours. Terrible setup, would give zero stars if I could. Helpful lady behind the counter, though.

My mother is a UK citizen and has been waiting exactly 2 months today and the passport has still not arrived.
Documents after documents and weeks for them to process each document.

I wish I could give 0 stars! I had a very stressful experience with HM Passport Office while applying for my own first British passport and my baby’s first passport at the same time.

From the beginning, I was given conflicting and incorrect advice. I was initially told to send documents to two different offices, then later advised to send everything to the same office so the applications could be linked. Despite following this guidance, the applications were never linked.

My passport was processed separately, approved, and my documents were returned to me, while my baby’s application remained stuck with no updates. I then had to resend my naturalisation certificate and additional documents, causing further delay.

I was also told that once my baby’s documents were received, they would be scanned immediately so the application could proceed. However, after delivery, I was told to wait up to 5 working days, which contradicted what I had been told earlier.

Throughout this process, I repeatedly contacted HM Passport Office explaining the urgency of my situation, including serious health reasons and the need to travel with my baby. Initially, I was told there was nothing they could do. Only after further calls was I told that a note had been added to the examiner’s queue, but no real action followed.

The lack of clear communication, inconsistent advice, and failure to link applications caused unnecessary delays and stress. This situation is especially difficult as I have urgent travel booked and depend on timely processing.

Overall, the experience felt disorganised and lacking empathy. I understand processes take time, but clear and consistent guidance would have prevented much of this.

I hope HM Passport Office improves communication and handling of linked applications in the future. I AM NOW AT RISK OF MISSING MY FLIGHT WITH MY BABY BECAUSE OF THEIR INCOMPETENT STAFF/POLICIES.

Great service easy to navigate i had lost my out of date passport however with a few clicks I was able to re apply for a new one a quick digital photo and I was done think it took about 2 weeks to arrive but received plenty of updates which was helpful a job well done

I used the one-week emergency renewal process and it was brilliant from start to finish - the online application was simple, every member of staff I encountered at the Docklands passport office was friendly and welcoming, communications were spot on and I received my passport just two days later.

Excellent. Our renewed passports arrived in exactly 2 weeks after we sent the application and documents. Plus I called twice before sending the documents with questions with zero waiting time on the line. Very different experience to the one I had in 2021.

Applied on 7th April. Had my photo taken at the local photo shop and already knew that it had passed the check to be used. Well worth every penny and I actually like my passport photo! That's never happened before. Completed my online application in the afternoon and dropped my old passport back at the post office. Had email updates through the whole process and my new passport was with me on the 14th April. Amazing service. Why can't everything be like this all of the time?