GOV.UK Reviews 

Leaving a review because I'm genuinely gobsmacked at how fast this service was. Renewing only because it's due to expire so other than a new photo, digitally uploaded with a code from a photobooth, I used the online renewal service. I posted my old pport 1st class on Monday, confirmation it was safely received on Tuesday, Wednesday I received a message stating my new pport wld be delivered by RM, today, Thursday, I have my new passport in my hands. Incredibly fast and progress updates throughout. Excellent service.

I was required to give my mobile number. Before this I never received scam text messages. I do now ; at least 5 a day! Passport Office you need to sort this out! Someone or something in yur organisation is giving out my number and probably my data. This must be against the law !!!

Great experience, applied on Monday online with digital code and received new passport on Saturday. Kept informed throughout - absolutely painless.

Lady barely spoke English, couldn't understand my name, and obviously didn't have English as a first (or even second) language by the sounds of it. Where else in the world would you phone a government office and have someone pick up who barely speaks the majority language of the country they are in? I legitimately have no issue with language, race, religion, etc, but I feel at some point we need to admit that it is IMPORTANT that someone who fluently speaks English to be working at the passport service, regardless of whatever diversity targets they have for hiring..

Absolutely amazing service!
On Monday I applied to renew my passport online. I went and had my photo taken at a photo shop which offered online passport photos which also checked my photo too.
Filled in my online passport applucation, entered my online photo code and submitted.
I posted my old passport and the whole process was seamless - so easy! Tracking was given along the way as to where my application was in the process. I received my passport today!!! Four days later!

Webchat advisors seem unnecessarily rude, when it’s actually them that don’t bother reading what you’ve asked. Just shooting off generic responses barely relevant to what you’ve asked. On two occasions I’ve been less than impressed with the agents and they seem to lack the ability to be proactive in their replies.

Contacted them as I’d found my passport that I’d previously reported lost and had cancelled, asking if it needs to be returned to them, and if so - which address, as there’s conflicting information online.

“If you’ve had a replacement issued, you don’t need to do anything else. It would’ve been invalidated when your new passport is issued.”

I confirmed that I’m not querying that, I’ve already began an application without it - I just thought you were supposed to return your own damaged/lost then found passports regardless so I’m confirming the return address if that’s necessary.

“If you’ve reported it lost and cancelled then it can’t be used in the new application.”

Again - confirmed I’m not querying that, finally got provided with an address to send it back to. Previous webchat was a similar…tone. Being spoken to like a complete idiot when it’s them not bothering to read what is an extremely simple request is frustrating. A switched on person could’ve answered my query in one simple response, I’m surprised how quickly you can get through on webchat when agents seem so inefficient and obtuse. Seems like a high volume of low quality staff.

Absolutely dreadful and overly bureaucratic box tickers. The helpline staff were almost reading from a script and incredibly inflexible in their approach to addressing more complex issues. Most seemed uneducated and were probably long term unemployed before getting these jobs.I would give the service zero stars but there's no option.

The person who needed to verify my identity couldn't do so as the website kept saying 'details not recognised' (even though the details WERE correct). Absolutely disgusting and useless online service!

TheybFORCE everyone to use online websites and then they never work!

I'm sick of this!

Absolutely brilliant service, 3 days to receive my renewed passport and return of expiring passport in July 2025 using standard service.

Superb service. Filled in online application and returned old passport and within 7 days I received my new passport. Thank you.

Absolutely rubbish services and very irresponsible staff.I was there for my New born baby's passport. Our appointment was 12:30 but My application was done on 3:45 it's taken too much time of ours. My baby was crying so much and there staff were very irresponsible and egoistic. Too much messy and uncline atmosphere. Bathroom was not working properly and so much smelly. Too much bad experience.

HM office passport renewal couldn't of been anymore helpful than they were I suffer from anxiety and they help me through my journey it was so good I praise all the staff and people who help me throughout my journey god bless them all

Excellent service, received my new passport using standard service within a week of initiating the process. I went into this with very low expectations and I don't think I could have been more wrong.
Online renewal with digital images.
Was kept well informed with updates at every stage of the process.

Advised that my passport was due for renewal, so bit the bullet and decided to do it straight away. Filled in the on-line form, took the picture myself (took a couple of times to make sure it would be accepted, but the system guided me through the process) payed the fee and sent it off. Took a couple of days for me to send back my old passport, and had reminders by text to do so, and have received my new passport in a couple of weeks. Was kept informed all the way through. Maybe its a mainly automated system, but its user friendly and it works! Well done for the whole process.

Amazing service. I live in Ireland and only applied for my British Passport under 3 weeks before I was due to go abroad. This is also busy season. I got my passport back in under 2 weeks. So fast.

Fantastic service. I thought it would take 3 - 4 weeks to get a new passport but I received it one week after making my application! And it is so easy to apply online. Get a digital photo, insert the code for the photo, complete a straightforward application, pay the passport fee, and send your old passport to the Passport Office. Then, sit back and receive updates throughout the renewal process. The system is faultless, and the Passport Office staff should be congratulated on their efficiency. Many thanks.

Have to say a very well done to U.K. Passport office, renewal of my passport and delivery of new one in just 7 days. Well done.

Such a fast service .They informed me at every step and my past was renewed in a week. And this was standard service. What a transformation compared to the last time I renewed. We'll done to everyone one at the passport office.

A complete nightmare to deal with. I started my passport application 6 months ago, had to pay the fee again and still it is a mess. Customer services can only do so much, it is the back office staff that are not fit for purpose.
I sent them emails everyday and rubbish responses just a template response. I started a complaint and will escalate it to the top.
Today I managed to find an email address for some at the top and emailed them. Just rubbish service, they used to be good, no longer. I guess this type of service is replicated in all civil departments

Very quick turn around for passport renewal. Slight error on my part dealt with over the phone same day. Excellent updates on tracking. Well done.