PMCT – Phoning up didn’t necessarily help in my case. I was fobbed off and lied to for weeks. It just so happens that the last time I called, someone was actually working on my passport and had been since the Friday (I called on Monday).
I was told on Tuesday that it had been sent. Then I was told on Friday (I called for a tracking number) that it hadn’t been sent till Thursday – still lying then – and it turned up yesterday.
Why not try WebChat, because you can have the conversation sent to you, so you have proof if they say it will be done by a certain time.