Peterborough

Has anyone else that have been approved in the last few days had their tracking from TNT yet? Mine was approved Monday and sent out first thing yesterday but still no tracking.

I’m exactly the same. No tracking from TNT. I believe you use the application number minus the fist 3 letters and no spaces to track but not working yet for me.

I never received any tracking info from TNT and it was delivered without needing a signature...

Yes I’m in the same position. Passport printed and sent on 8th February but no tracking information yet. I did try tracking on TNT but it does say it may take a few days for tracking info to appear- so will wait a little longer.

My passport has just arrived, it was sent on Tuesday morning! I can finally look forward to my holiday on Sunday! Good luck everyone!

Pleased for you starjet! Printed and sent on Tuesday 8th Feb… still passport or even any tracking info… should I be worried yet?

I submitted 2 child renewals online, 20 minutes apart, on 22nd Jan. Old passports were delivered together on January 25th but not registered until February 3rd. The first application was approved on February 9th and was mailed on the 10th but the second is stuck at “old passport received”. Surely it would be sensible for them to process family applications together!

Sorry it's a long one but we've had terrible service. Applied for change of name to add 2 middle names to my husband's name. Sent correct documents in: Deed Poll certificate and Driving licence. Application submitted 13 January Documents sent on 13 Jan and received on 14 Jan (Royal Mail tracking) Passport office acknowledged documents received 21 January Email sent to me 27/1 and 28/1 to say 'send us your documents' when I already sent them. Numerous calls and complaints made to passport office. Passport was stuck not progressing in the system for 2 weeks because a processor thought we had not sent the correct documents when we had. They sent the 'send us your dcouments' emails without any explanation why. Application moved to urgent system on the 5th Feb Application updated to processing on 9th Feb. Still waiting (12 Feb) and we fly in 9 days on the 21st February! Passport office assures me it will be fine, I will ring again tomorrow for an update as I only have until Monday to change my flights for free. I daren't buy LFT tests, book museums, car parking etc yet. My advice is don't be afraid to call them and don't take no for an answer if you think they are wrong. I was fobbed off for 2 weeks when it was a processor at fault. Ask to be put through to the progress team although one day I was waiting on hold for 2 hours before they answered. Some customer service people are better than others and more willing to help than others.

Hi, I’m looking for any help or advice possible. My family has booked a holiday flying out on the morning of 24th of February. We needed to get our 2 children their first passport and my wife a new passport changing her name from maiden to married name. We completed applications on 18th of Jan and sent documents recorded on 19th of Jan. for some reason my wife and youngest child was to send to Peterborough but my oldest documents was to go to bootle. We queried this with customer service and was told to just do it as instructed. There was a large delay on both showing documents received but my daughters application that went to bootle went through not too bad and we received her passport delivered on 8th of February. My wife and sons that went to Peterborough never showed documents received until 8th of February also. 3 weeks after they were delivered. They are now both sitting showing application processing. We have called multiple times and customer service have said they have marked it urgent with emails to Peterborough but nothing is moving on. We are very frustrated that other people on here that started applications after us have received their passports and my daughters sent on same day is back. If the applications don’t move forward in next couple of days I don’t think we will receive on time as my daughters took 8 days to be delivered after it showed application accepted. Is there anything we can do or advice you have to move this forward? Thanks

@Johnjoynson We are in the same situation. I called again today and was told that the complaints department weren't in today. The call agent said he would out me through to 'the passport office' but they weren't working and the progress team weren't picking up. I'm calling again in the morning and asking yo be put through to the complaints team to make a formal complaint to see if that gets me anywhere. Maybe we should have gone to a Fast track appointment at Durham and paid the extra but when we applied it was 6 weeks prior to travel and the processing time was averaging 3 weeks. My daughter's came back within 3 weeks too. Sorry I can't be more help, keep me updated on your progress.

Received my passport today!! (Renewal) I never received any tracking info from TNT. Good luck to all. Passport Received: 14th February 2022 Passport printed and sent- 10:25 on 8 February 2022 Application approved – 10:18am on 7 February 2022 Documents received – 11:15am on 31 January 2022 Application received – 10:16am on 20 January 2022 Application submitted – 10.16am on 20 January 2022

Afternoon, I'm just (hopefully) at the end of the process with my TNT info saying passport will arrive tomorrow, just want to share experience in case its of any use. Adult renewal passport. Dates Below. Passport printed and sent 7:49am on 12 February 2022 Application approved 1:52pm on 11 February 2022 Documents received 11:12am on 4 February 2022 Application received 2:35pm on 24 January 2022 Application submitted 2:35pm on 24 January 2022 Based on the phone calls/chasing and varying people spoken to (as this was a last minute rush having booked holiday before checking what was left on passport) The passport was delivered to Corby on 25th Jan via special delivery - they didn't sign for it. Its taking between 10/11 days for the status to update as received, when it is received it means its allocated to a person and in their queue to work. Seems like current time to approve is around 7 days so that had been the main thing giving me hope it would arrive in time (thanks to many of the forum posts before) The approval and printing all took place on Friday, and according to a different department (not the progress team but another HMPO dept) it left the Corby office on Friday night (TNT don't do collections on weekends despite some statuses being given to that effect - and usefully they believe in the last week or so that the HMPO have been issuing dispatch texts/emails early so TNT have been having hundreds of calls this week from passport recipients trying to chase down tracking details when their SLA is usually 2 working days to update tracking details once they have the passports) The tracking details are updated by a batch process around 4pm so if you have been waiting to get tracking details, using the post code & app number (your 10 digit passport app number) checking after 4pm each day is the most worthwhile time to check as I can now see my tracking details online but have had no text or email confirming that's the case. Hope some of the above is at least helpful to someone!

Really starting to panic - due to fly on 5th March, sent mine and my husbands passports off to different offices, his was a renewal and mine was a name change. He got his back within a week, I still haven’t received mine and these are my current updates: Application history StatusDate Application being processed 10:59am on 27 January 2022 Documents received 10:19am on 19 January 2022 Application received 4:56pm on 11 January 2022 Application submitted 4:55pm on 11 January 2022 The fact my application has been processing for 3 weeks now makes me worried it’s not going to come in time. I rang them twice, the first person I spoke to wasn’t very helpful, but the second person was lovely and said he’s put a note on my file to say it’s urgent but I still haven’t had any further update. Is anyone able to suggest anything I can do if I don’t get it back in time?

I'm afraid I can't give you any positive news. We submitted my husband's for a name change on the 13th January, I have called at least 10 times, had it moved to urgent, put in numerous official complaints and still no progress. Sadly we have had to rearrange our trip to the Easter holidays and lost £300 in the process. So sad about it all. I just wished I hadn't put my trust in the stated processing times and should have paid for Fast track instead. It's caused no end of stress and disappointment these past few weeks. 😪

Hi again guys. Posted here the other day but my post seems to have disappeared. My post was in regards to my passport renewal and my old passport having not tracked as 'documents recieved' despite the passport being signed for at the Passport office 4 weeks ago. Today I phoned the passport office and they have no documents on file related to my application, this despite me having proof of delivery and a signature from Royal Mail. It now appears that the passport office in Peterborough have lost my old passport!! The case has been handed over to the examiner and I'm awaiting a call, but it looks like I may have to report my passport as 'lost in transit' (despite it being lost at the passport office!!!!) Absolutely raging at this and massively concerned that I'm now going to have to go through the whole application process again, but only after the passport office look into this then register my passport as lost in transit. Now only 6 weeks till I fly. Passport was delivered and signed for by the Passport office on 20th January.

It seems like there are some serious issues going on at Peterborough. There's a catalogue of incompetence building and we're all stuck on the receiving end. I've perused other office's forums and I'm sure they don't have as many problems as PB.does.

How is this even possible?? I'm at risk of losing out on my holiday because some incompetent idiot has lost my passport at the Passport office. It literally beggars belief that this can happen. Surely someone has to take responsibility for this if I cant travel and/or there has to be a way for me to be compensated? My passport was sent in plenty of time. I am in no way to blame for any of this.

Indeed,they are currently sat on my husband's actual driving licence and original Deed Poll certificate with no hurry to process his passport and return them. We've had to rearrange our trip at a cost of £300 and miss out on an exhibition that my husband needed to see for research, all because our incompetent idiot didn't read their handbook properly, then stalling our application because they thought we hadn't sent the correct documents. I considered writing to my MP but will it actually achieve anything? 🤔

If it makes you feel better, why not? These issues need to be raised, although I agree, will it achieve anyhring? Who knows. What an awful situation. Do you perhaps have a direct number to the Peterborough office? I got through to the main phone line then was redirected after a 30 minute hold. The person I spoke to was great tbf.

I posted earlier and ironically about an hour after I did I got a letter through the post to say that due to me having dual citizenship and as my American passport is still in my maiden name I need to get that updated first before they’ll continue with my application. Furious doesn’t cover it, as I mentioned we’re due to fly on 5th March and there’s no appointments at the US Embassy in London until 7th March. Currently on the phone to put a complaint in, but that’s our trip out the window. Pretty sure we’ll lose our flight costs. When I called the passport office the other day they told me everything was fine with my application, it doesn’t make sense why it took them 3 weeks to send me this letter as it could have been sorted by now!!!

that’s so odd, are you US born so that is why they want your US passport updated first ? How are you supposed to know which one is needed first! I am worried as I have a British Passport but a LPR visa in my passport and wondering if that will cause issues or they will just update my passport and leave me to sort my LPR card out

@pcmuzzyboy.. there is definitely something wrong with Peterborough office. I sent documentation for 2 applications by separate posts on 18th Jan...but still no confirmation on document receipt for either of these... I don't have signed for confirmation from Royal mail too... Peterborough office seems to be mishandling important docs...

This is incredible. You should get on the phone to them ASAP. The more people inform them the better. I'm clinging on to the fact I have confirmation of delivery as some sort of guarantee that they will fix this for me as it is clearly, 100% their fault. I was told however, that 'I have to make a decision' and either wait and hope the passport turns up or start a 'lost in transit' case and apply for a new passport. The cynic in me feels that by opening a lost in transit case, I am then at the mercy of Passport gods to get my new application processed in time and that, as I wasn't willing to wait on the passport office locating my passport, that it would then be my fault if I lose out on my holiday if my new application wasn't processed in time. I feel like I'm being pushed into a corner here with very little help from the people who are at fault. I will phone again on Monday and see if the examiner has looked at my case before making a decision. Pelase keep us informed with your case and all the best.

I had no option to lodge a lost claim report. Now applying for replacement certificates at cost £500 (for 2)... Called HMPO several times and got a call back from their document processing team early this week. They couldn't find my documents at all.

I spoke to a very helpful gentleman this morning who went through our application to identify at what point our issue started and whether the initial examiner was at fault so he could report it. He them added notes to our file to ask the next examiner to call me directly if any further issues identified and not to send generic emails as previously. He showed more compassion than any of the 10 people I've spoken to previously. He recommended emailing feedback@hmpo.gov.uk as the best way to report problems. I also discovered this complaints process online with info about claiming compensation: https://www.gov.uk/government/organisations/hm-passport-office/about/complaints-procedure