Delighted that so many passports are coming through.
Not the case for my daughters. Requested supporting documents back so we could travel this weekend – a decision made after documents sat in postroom for 19 days after delivery and it became clear that UK passport would not be delivered in time.
Email confirmation from HMPO on 10 March that supporting documents would take 5-7 days. Since then, nothing except they moved my documents from Liverpool to Newport and back again. Alerts put on but they are useless and I’m so angry at some of the patronising conversations telling me that I have to be patient and it’s all in hand. I would be more patient if my documents were treated with more care and they actually did what they said they were going to.
Customers expect transparency and clarity – something clearly lacking here.
I have actually made a formal complaint. I understand there is a process but we made decisions based on information provided by HMPO staff and it appears there is no actual workable process. Not sure why they bother answering the phone at all