I’m so frustrated. I posted previously here my timeline(standard adult renewal):
Application submitted online: 20th February
Old passport sent off: 21st February
Passport signed for: 22nd February
Documents showing as received: 7th March
After my documents were received, I was asked to write a letter explaining water damage on my passport (10th March). I sent the letter off the same day and it was signed for by the Durham office on 11/03.
And I’ve had absolutely nothing since, just reminders from them to send the required documents. I’ve rang the helpline so many times and been told a different thing each time – firstly I rang to check if this would delay my application, the advisor said no. I rang back after a week to see if I could find out if my letter had been added to my application and was told it took 8 working days for them to acknowledge documents. I rang back after 8 working days and got told it would be 10 working days. I called back again this morning and was told it’s now 11 working days to acknowledge the letter, so it seems as though the customer service ‘help’ line just move the goal posts every time you call. I pushed and pushed to speak to someone different or the actual office dealing with my application but was told nothing can be done, all they can do is raise a complaint. When I asked if a complaint would speed up my application they said no, also she said that applications waiting for additional information are put on hold so the very first adviser I spoke to gave incorrect information. So I’m at a loss as to what the helpline is actually there for – I know a few people on this thread have called up and it’s seemed to progress there application, if so what did you say or do to actually get them to take action? I think someone said they also contacted their local MP – did this work in moving the application forward?
I’m due to travel on the 26th April, so there is still time, but it seems as though my application has ground to a halt whereas I can see from this forum people who have sent their application after me already have their passports.