Also, we were advised to submit a comprehensive cover letter with what happened to us including documents. We did exactly that only to be told we have compromised our position and should not have sent any documents at all as our passports were stolen. My advice to anyone in this boat (now or in the future) do not send any docs for a stolen passport, just submit your application because we have been told, repeatedly that ‘we have compromised our position’ to have an upgrade as they need to scan our documents and then deal with our application and time is not on our side. Our thoughts – they can ignore the documents as they are irrelevant. After speaking to some other members of staff on the helpline they said they can process without the assessing the docs but this took a lot of to-ing and fro-ing. Hopefully this helps someone.