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“So when does the 10 weeks start, application received or documents received?”
This appears to be a bone of contention. I hit the 10 week mark on Thursday from applying on-line and paying by debit card on June. 9. My docs were not recorded as recieved on HMPO’s tracker until June. 21. (strictly speaking I’m only just past the 8 week mark) This Friday gone Aug. 19 I thought it was worth a punt and I rang the 0300 line the call handler straight away said you are at 10 weeks and put me through to the HMPO proper (again unpromted the lady said I was at 10 weeks) and 24 hours later my passport was approved – just waiting for it to be printed and sent. I always thought the clock started at when the HMPO recorded the documents onto thier system, but it appears not, or perhaps now they are on top of the backlog they have changed?
I would however caveat the above, by saying I’m overseas applicant with extenating circumstances and that would have come into play. But, in both instances unprompted both people I spoke to, said I was at 10 weeks.
I would give it a go and call them and see what they say, you don’t have anything to lose and a lot to gain.
Reflecting back I believe what may have swung it for me to get escalated was:
– I was past the 10 weeks mark, both the call handler and the HMPO lady both noted that.
– Probably more importantly, I was wrongly instructed to return my old passport and colour photocopies would have sufficed for my application, as my original was needed for ID purposes and for me to remain legally compliant here. Again both the call handler and the HMPO lady mentioned that. An emergency passport is no good for either of those and I was put at large at no fault of my own.
I made no mention of travel any stage and indeed I don’t have any travel plans for the foreeable future.
I feel for you and all the overseas applicant who’s applications are seemingly stuck in a black hole with what appears to be no urgency what so ever. 15 > 20 weeks is simply unacceptable for a bang average and straight forward renewal.
I hope you get sorted and get your passport soon.
Thanks @Pumpkin, I believe once it is sent it can be tracked using the PEX No. once DHL have it. I’ll feedback when I get to that stage. Thanks for your help and support.
Thanks for the update Andy, I’m glad to hear your passport is on its way. I’m a couple of weeks behind you, so hopefully I will hear something soon.
Thanks again for feeding back.
Nawa/Alex/rhh,
Good to hear you are all sorted.
It does appear HMPO are making in-roads into the backlog as there are other positive signs generally also. Its clear after a certain period of time they will escalate overseas applications. I’m not on a disilimliar timeframe to you rhh, albeit in a different part of the world, so fingers crossed for a week or two.
“I am in an EU country. Does the ‘legal compliance’ cause apply in my case? How would one go about proving it?”
Sorry don’t know for the EU. Do you need a visa to stay in the country of residence? If you can’t apply for a visa or extend one without your passport – also some countries require overseas nationals to present a passport on demand, if either of those apply you are potentially legally as risk. Do either of those situatons apply?
For instance I live in SE Asia and my visa runs out mid Dec and I will need my passport to renew my visa, I have been told that is a case for escalation but can only push for it after 10 weeks, which I’m a couple of weeks shy of.
“Ah yes, sorry – they did mention the legal compliance exception but I don’t quite understand it / don’t think it’s relevant to me as a US citizen and resident. I’m not sure what kind of legal jeopardy I would be in for not having a passport. Thanks again for the responses. “
The legal compliance exception is for British Nationals who are overseas and need to renew visas an the like. If you are a US citizen and in the US I assume you don’t need a visa therefore you are unlikley to be in legal jeopardy and it looks like you you will have to sit it out, I’m afraid. Hopefully when the school holidays are over HMPO can concentrate on the backlog.
I got the webchat to work off a mobile phone running a VPN, I didn’t get it to work from a lap top. But as Pumkin says you have to refreshing, but it does work.
“I’ve also been told by 2 other agents over the last couple days that overseas applications can absolutely not be expedited in any situation, 10 weeks or not, no exceptions. If anyone has any creative ways around this please let me know!”
I have it in writing from the HMPO they will expedite if one needs a passport to remain legally compliant in country of residence, for example to a renew an visa. Yes, they will not expedite overseas applications for travel.
The call handlers are clearly not trained to deal with overseas applications, keep in mind they working to a script and thier IT system is limited and they cannot see much more that you can on the online portal.
Yes, I have just rung it to check it, albeit it went straight to hold. I take it you are dropping the 1st zero and adding 0044. Do feedback if you get through.
Did you use any of the expedited eMail addresses? There are number of folk on this forum who are UK expats around the world who have used these avenues and had thier application accelerated after 10 weeks.
The UK Government are obligated to keep you legally compliant in you country of residence in these circumstances. Obviously with out the full details it is hard to comment, was there however a mistake in your application for example? But, on the face it from what you have written, you may have a good case to take the Ombudsman
The issue is, the 1st point of contact with the HMPO is via a subcontracted company called Teleperformance be it by phone or SMS or eMail. As nice and well intentioned as the indivduals are they are reading from a script and/or working with a system they can’t override. Their training simply does not extend to dealing with overseas applicants and its a complete crapshoot what they tell you you need to somehow bounce past this. I was told when I rang in, that I should have not sent my old passport in when I have a screenshot when applied to do precisely that.
I would drop an email to the expedited email address and/or ring 01633745738 (this bypassess Teleperformance and get you to the HMPO) and explain your situation, you have hit the magic 10 week mark – they are duty bound to expedite you.
Yes overseas applications can be expedited in the case you require you passport to remain legally compliant in the country of residence – a Government department can’t put you legally at large at no fault of your own. It can’t be expedited in terms that it can be arranged to be picked up at a local PO, that is perhaps what the call centre lady was alluding too. The training and knowledge of the call centre operatives is mixed.
If you trawl back trough the forum there is a couple of posts from a lady in Auz who succesfully expedited.
If you are registered to vote, it is worth dropping your MP a line.
Good luck.
