HM Passport Office Customer Service Issues

I have dual British and South African nationality. I applied to renew my South African passport, but the London Consulate requested a letter from HMPO detailing how I acquired British nationality. My father was born in London, and I was registered under the 'Citizenship of Rhodesia and Nyasaland and British Nationality Act, [redacted], as amended' in [redacted]. I have held a British passport since I turned 21 in [redacted]. I provided the necessary documents to the SA Consulate in London on 16 May [redacted], but they require this additional letter from HMPO. Can someone advise me on how to obtain this letter? Thank you. - D. Wessels: UK Passport GBR [redacted]80

I, Lai Ha Lo, applied for the renewal of my BNO passport, and I am seeking information regarding the status of my application. My husband and I submitted our applications on September 10, [redacted], with the required documents reaching your office on September 20, [redacted]. Realizing after three weeks that we omitted to include color copies of our current passports, we sent the photocopies on October 14, [redacted], to the HM Passport Office address at [redacted] Old Hall Street, Liverpool, L3 9BP, UK. While my husband's application was approved on October 24, [redacted], and he received his BNO passport on November 1, [redacted], I am still awaiting an update on mine. It has been 52 days since I applied, and my concerns persist as there have been no updates since September 20, [redacted]. I am hopeful for a prompt resolution and kindly ask for your assistance in looking into my application. Thank you for your support.

I submitted my British passport renewal application on February 1st along with a cheque, two passport photos in a plastic sleeve, and my old passport. After my cheque cleared, I received a letter from H M Passport Office at Durham with reference "[redacted] Milford R T29" from N. Watt. The letter stated my photos were unacceptable due to my head possibly being tilted. I am 81 years old with cerebral palsy and never had photo issues before. I believe the Passport Office is being obstructive. I am willing to provide a copy of my application to show the photos are fine. I've been unable to contact the officer handling my application directly via email and need assistance to avoid further delays in receiving my new passport. - R. Milford, 13/02/[redacted].

My wife and my daughter have applied for passports. Colette Marie Chapple and Layla Angel Mo Chapple. My wife has supplied our marriage certificate and Layla's birth certificate for her application, which we sent to the Glasgow passport office. We received a letter with ref no [redacted] asking for the marriage certificate, which was already sent with Layla's application. Additionally, we got another letter from the Glasgow office requesting my wife Colette's birth certificate, which she sent with her application under ref no [redacted]. These documents have been sent to different passport offices, so you will need to obtain them from the relevant offices as they already have them. I hope this information clarifies the situation.

Application Reference: PEX [redacted] I have dual nationality and recently renewed my British passport. Despite receiving my British passport on December 4th, [redacted], my other vital documents, such as my foreign passports, marriage certificate, and naturalization certificate, have not been returned. I have tried contacting the HM Passport Office numerous times at 0[redacted] without success, often waiting over 45 minutes before giving up. I also sent a letter via first class mail to them on December 6th but have not received any response via email or phone. I previously contacted a costly number and cannot afford to do so again. As I have elderly parents and might need to travel urgently, I urgently require my Iranian passport and other documents. Any advice on how to swiftly retrieve my documents would be greatly appreciated. Regards, Afsoun Nicholas

I applied for a passport in February to reflect a name change and deal with my grandfather's passing. It's now April, and my application status is still awaiting documents, despite sending everything on February 7th and getting confirmation of delivery on February 8th. I urgently need to return home for my grandfather's service. Initially, I was told it would take 4 weeks by the end of February, then it changed to 5 weeks in March. It's been 8 weeks now with no passport or confirmation of document reception except for Royal Mail tracking. The delays are costly as my grandfather remains in the morgue until I can return. I'm willing to pay to expedite the processing, but if not possible, I'll need an emergency travel document to lay my grandfather to rest.

My daughter's passport [redacted] is in transit. We are set to travel on a mini cruise on 29th April and I am still waiting for my renewal to be approved, despite providing my birth certificate as proof. My daughter, who is disabled due to Spina Bifida and on DLA/PIP, requires my assistance for medical reasons. I have contacted you via phone and email regarding this matter. I am willing to pay for expedited service to ensure I receive my passport by Friday to avoid canceling our trip. Our passports were believed to be valid when booking, but the fine print revealed the 6-month validity rule, prompting us to apply for new passports. My application number is [redacted], and I urgently seek guidance on how to proceed. I am open to paying extra fees but cannot visit the passport office in person. I am frustrated with this situation as all three applications were renewals. I appreciate any assistance you can provide, as my daughter truly needs this break. Thank you for your attention to this matter amidst your busy schedule.

I sent my passport renewal from Kenya via UPS on February 21, [redacted], to Durham. Unfortunately, I noticed that the form did not have a printed barcode for tracking. The HM Passport Office confirmed they received the card payment of $[redacted].36, which provides proof of receipt. I have been unable to reach anyone by phone and there is no way to track the application. I am currently waiting for a response from the online request, but have not received any updates. Additionally, I have not received any emails from the HM Passport Office regarding the original application. I have also tried contacting the Durham Office directly, but no one is answering the phone.

During my application process, I moved to a new house and forgot to update my address with the passport office. TNT attempted to deliver my new passport to my previous address, so I reached out to the passport office to rectify the situation. After a few unsuccessful calls, I finally spoke to an operator and provided my new address. They mentioned that it could take up to 30 days for the address change to reflect in their system, and I might need to provide proof of the new address. However, I haven't heard back from them yet. I received my old passport back due to mail redirection, but I'm still struggling to get in touch with the passport office, either through calls or their online form which guarantees a response within 72 hours. It's been more than 72 hours now, and I'm unsure of the next steps to take.

My father-in-law has been in the UK since 1/7/[redacted]. Due to the covid-19 situation, he extended his visa by applying for the exceptional assurance request. However, obtaining the vaccination passport from the NHS and GP has been challenging. Flights back to Hong Kong have been limited, so his visa was extended until 4th of May. The exceptional assurance team asked for evidence of a flight confirmation on 18th of May, which I missed in my email response on 15th of May. I am concerned about the delay in their reply as my father-in-law, an elderly individual who travels alone and doesn't speak English, might face difficulties. Although his visa was extended until the 4th of May, the extension to 18th of May is pending approval, and I am unsure of what steps to take next.

I submitted a letter confirming my name change to my maiden name, along with the required certificates. I received an email stating that the letter needs to be sent. I would like to talk to someone about this, as the certificates were confirmed as received. Additionally, the options to speak to a person seem to have changed. Get Human's suggested 1,0,2 options now result in the call ending without connecting me to a human, although it had worked before.

Ref: PEX[redacted] - I recently sent my passport renewal application to the HM Passport office on the 30th of March [redacted]. While awaiting the new passport, I have been traveling in Europe with my current passport expiring in October [redacted]. I have another trip planned in two weeks which also requires my current passport. I will only be back in Spain by the 13th of June [redacted] to send the old passport back to the INT-DAP in Corby via registered post. I kindly request a slight extension to the 90-day return policy. The emails I received indicate the return deadline is the 17th of June, and considering postal delays between Spain and the U.K., I might not meet this deadline. Your prompt guidance on this matter would be greatly appreciated. Thank you, Mrs. J. Wilcox

I was informed that the ID I provided is outdated as it was issued in [redacted], which is when I received my original ID. My husband and I applied together, and his passport is currently being processed without an issue. I supplied an insurance letter dated March [redacted] as proof of address, but it's also deemed outdated. My reference number is PEX [redacted]. I am perplexed by this situation and seek clarification to avoid additional expenses for unnecessary document courier services. Despite my attempts to call the offices, I have been unable to get through. Thank you for your assistance. Rachel Z.

Hello, My name is Cheryl-Ann Norford, and I submitted my documents for a UK passport on April 19, [redacted]. However, I have not received any updates since then. My Account Number is PEX [redacted]. I have attempted to contact the office without success. I would appreciate any information regarding the status of my passport application as I urgently need the documents to proceed with my husband's and daughter's passport applications. Please contact me at [redacted] Thank you, Cheryl-Ann Norford

I submitted an application for a new passport about a month ago due to a name change. Prior to sending the application, I discussed with a staff member regarding the required documents. Despite not having documents from the list issued by the passport office since I was waiting for the new passport to make the name change official, I was assured that sending the deed poll and old passport would suffice. However, I recently received an email requesting additional documentation. I now have a National Insurance letter and a letter from my optician reflecting my current name. Kindly advise if these documents are acceptable. Thank you.