I called the number on passport office website – 0300 222 0000 and because they are so busy it went to voicemail and I left a message. They called back within 24 hours on an office number.
I called that office number again on Monday and they said they would get the processing team to call me back within 48 hours. That never happened but like the previous poster my passports been approved today so no longer needed.
I think from other posts that both processing and escalation team are the same people.
