Feedback, experiences, timelines, tips and useful information from people that have recently been through the UK passport application process.
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1st Adult Passport
Passport Office:
Liverpool
Submission Date:
2022-04-22
Date Received:
2022-08-04
Overall Experience:
1 Star – Very Stressful
Comments:
Hugely stressful experience. Son needed it to apply for a visa before spending a year abroad. If we’d known, we’d have started at Christmas. Online application, with supporting documents sent to Liverpool, which they didn’t look at for fourteen weeks. At some point, they converted it to a paper application and sent it to Durham, but still didn’t look at it. At ten weeks, were told we could “expedite it”. This apparently means nothing, as they still didn’t look at it.. No one even looked at it (admitted one supervisor we finally got through to after thirteen weeks) until we got the MP involved last Saturday. After his intervention, they found it, looked at it, processed it, printed it and it arrived all within four days. If it was that straightforward, why couldn’t they have done that when we explained the problems?, The Customer “Support” personnel (there’s a misnomer if ever there was one) have all been appalling. We have spent very long periods listening to a variety of hold music, and most have been unhelpful, and told us contradictory things or outright lied to us. They have repeatedly failed to listen to us, and consequently sometimes transferred us to people who couldn’t help us.. We have been hung up on four times. Oh, and the applicant is autistic.
So, how did they do by their own standards?
* Staff to be polite, helpful and professional – Not really. Often (though not always) polite, but rarely helpful or professional.
*Details on your passport to be correct and your supporting documents to be returned promptly – Details correct, but how is fifteen weeks for return of important documents “Promptly”?
* Special provisions and services for people with disabilities – No, …just no.
The most stressful thing I can remember. All because we needed a visa, thanks to the insanity of ******* Brexit.
Type of Application:
First UK Adult Passport
Passport Office:
Peterborough
Submission Date:
2022-06-23
Date Received:
2022-08-05
Overall Experience:
4 Star – Easy
Comments:
It was smooth even I only sent them photocopies from my supporting documents.
Adult Renewal Passport
Type of Application:
Adult Passport Renewal
Passport Office:
Not Sure
Submission Date:
2022-07-30
Date Received:
2022-08-05
Overall Experience:
5 Star – Very Easy
Comments:
Couldn’t fault adult renewal. Still waiting for child passport renewal but that is to be expected.
Type of Application:
Adult Passport Renewal
Passport Office:
Not Sure
Submission Date:
2022-01-29
Date Received:
2022-08-06
Overall Experience:
1 Star – Very Stressful
Comments:
Experience summarised as follows:
– Renewal application submitted online on 29.01.22
– Old passport and 2 evidence of name (LEEP utility and Tower Hamlets Council Tax) mailed on 31 January
– Call with Agent A on 11.03.22, agreed with Agent A to proceed with the passport processing without a name change and he advised to ignore the emails about providing evidence of name change e.g. notary deed (these emails were received on 18 February and 16 April)
– Email received stating that my passport renewal application was withdrawn on 23 April
– Call from Agent B (passport lost department) on 7 May, Agent B confirmed that passport is safe and I should expect a call in 24 hours
– Call from Agent C on 10 May, Agent C fully understood the issue, and confirmed the name change issue was not my fault, she lodged a complaint on my behalf in order to re-instate my application
– Call from Agent D on 20 May from the Triage department, Agent D confirmed my application will be further investigated and noted my next travel on 20 Aug, Agent D also confirmed that my passport should still be with HM Office. I have not heard anything back after this phone call.
– Call with Agent E 1 July, he hanged up whilst I was explaining my case
– On 1 July 2022, I could not book any fast track option as the website is showing that all appointments are fully booked, so I have:
– reported my old passport as lost. NB. I have quit my job due to stress and anxiety (that this issue probably has contributed to) and decided to report my passport as lost so I can re-apply
– new renewal application submitted on 1 July (to which I’v paid another fee)
My passport has not yet arrived so I am using today’s date as the date of receipt (otherwise, I won’t be able to share my experience).
Type of Application:
Adult Passport Renewal
Passport Office:
Peterborough
Submission Date:
2022-07-07
Date Received:
2022-07-14
Overall Experience:
5 Star – Very Easy
Comments:
Surprisingly quick and easy!
1st Child Passport
Type of Application:
First Child Passport
Passport Office:
Not Sure
Submission Date:
2022-07-07
Date Received:
2022-08-05
Overall Experience:
5 Star – Very Easy
Comments:
Great.
Type of Application:
First Child Passport
Passport Office:
Durham
Submission Date:
2022-05-18
Date Received:
2022-08-04
Overall Experience:
2 Star – Stressful
Comments:
Our particular situation was stressful in itself, because my Returning Resident Visa entry clearance has an time limit on it, and my child’s first passport (submitted from overseas) had to be received before that date, so we can travel.
The application & identity details were submitted on 24th May. After 1 month on 20th June, our documents were received/ acknowledged..
But after hearing nothing for another 4 weeks, I called HM Passport on 20th July to explain we need his passport processed urgently in order to meet my Entry Clearance deadline and enter the UK by 19th Sept.
I also knew the DHL delivery process could take a couple of weeks after approval & printing, so time was becoming too tight.
I spoke to 4 people over 2.5hrs. I explained our situation over & over again, and finally got through to someone who was senior level and really helpful – if it wasn’t for him, I think we would still be waiting. He managed to fast-track our application and 3 days later, the passport was printed on 23rd July.
We received the passport yesterday via DHL on 4th August.
Our other son’s passport application was just a simple renewal (from overseas) and was submitted on the same date 24th May – we had it back within 6 weeks.
The interesting thing to point out is that we had the same person provide identity details for both applications, but they rejected his ID confirmation for the new child passport, and sent us another request for Identity Details with no explanation.
So I asked another friend and it was approved within 3 minutes of her submitting.
Overall a very stressful process but I have to hand it to HM Passport for actioning things.
Child Renewal
Type of Application:
Child Renewal
Passport Office:
Newport
Submission Date:
2022-06-11
Date Received:
2022-08-04
Overall Experience:
2 Star – Stressful
Comments:
11 June – Paper application via Post Office Check and Send (tip: don’t do this! Paper applications seem to be super slow!)
19 June – Documents received by HM Passports (aka when the clock starts ticking)
… Lots of ‘Application waiting to be looked at’ emails…
2 August – Passport printed
4 August – Passport received (DHL)
6 August – Documents to be delivered via trackable Royal Mail 48hr (I requested the £5 secure delivery of supporting documents when I applied … do this, it means they come back faster!)
I spent the whole time kicking myself believing that using the Post Office Check and Send would be more efficient, I wish I checked this website before I applied!
1 Week Fast Track Application
Type of Application:
1 Week Fast Track Service
Passport Office:
Glasgow
Submission Date:
2022-07-13
Date Received:
2022-07-19
Overall Experience:
3 Star – Average
Comments:
Once I got appointment it was not too much hassle
Passport office was running at least 30 mins late for everyone when we went however the appointment itself was simple.
Came within the week no hassle
Overseas Passport Application
Type of Application:
First UK Passport (Overseas Application)
Passport Office:
Durham
Submission Date:
2022-05-28
Date Received:
2022-08-08
Overall Experience:
4 Star – Easy
Comments:
We are living in the US. I am British but my son is American being born here. He is 18 and applied for his first British passport.
Submitted online May 28 and then mailed all documents to the UK.
Only hiccup was his digital photo was rejected after 2 months. Once submitted another online the passport was approved a couple of days later.
He got confirmation the passport will be delivered Aug 8 and will need to sign for it.
Passport printed 12:16am on 2 August 2022
Application approved 7:21am on 30 July 2022
New photo received 2:47am on 30 July 2022
Photo rejected 8:09am on 29 July 2022
Documents received 10:04am on 24 June 2022
Application received 7:39pm on 28 May 2022
Identity details received 7:39pm on 28 May 2022
Email sent to person confirming your identity 7:09pm on 28 May 2022
Ask someone to confirm your identity 12:46am on 28 May 2022
Application submitted 12:46am on 28 May 2022
