Passports Office Reviews 

Quick and efficient service and excellent progress communications during the process. It was less than a week between having my photo taken in a booth and receiving my new passport.

Easy to get through to a person. That person (Jess) was incredibly helpful and was able to resolve my issue rapidly and very pleasantly.

Couldn’t be more impressed with the ease of the process and speed of delivery when applying for passport renewal online. Well worth the £16 admin fee for the post office (thank you Coleford post office staff) to complete the online application, take a photograph and send the application to the passport office for me, really couldn’t have been easier. No laborious form filling. Regular email and text messages from the passport office informing me of the application stages and progress. Received my passport today, just 12 days after applying. Well done post office and passport office, exemplary service, thank you.

I completed my online passport renewal on Tuesday evening, sent my old passport the following day, Wednesday. My new passport was approved on Friday of the same week and received today Saturday. Texts and emails were received from receipt of application, old passport and approval, with notifications of delivery, tracking details and post delivery instructions. Government depts take a lot of criticism but I couldn't fault this excellent service.

Excellent service! Can not fault, easy to do online, kept well informed received new passport in 2 days!! Thank you amazing service.

Having received confirmation of a cancelled passport and then being advised by a telephone adviser to quote the specific number he provided in ‘Section 8’ I found no part of the online was headed ‘Section 8’ and no field in which this reference could be entered!
Hours of frustration trying to overcome this!!

Submitted my online application on a Sunday night, sent off my old passport by special delivery on Tuesday, received my new passport the following Tuesday. Also received useful updates; application received, old passport received, passport approved and when new passport will be delivered. Can't fault the service.

8 days from online application to new passport. Absolutely brilliant!
Maybe whoever runs the passport function could take over the driving test administration.

Applied for the passport in September 2024. HMPO sent me a passport with typo. Typo is made by HMPO. Had to send in another paper application. After numerous calls they sent me another passport again with another typo. I can’t believe how incompetent the staff can be to send me passports twice in row with typos. I logged in a complaint using their online complaint from in their website in December. I was told I have to wait 15 working days. Nothing happened. I always had to contact them to know what’s happening. And today I was told the complaint I logged through their online complaint form has not come through to the complaints department. I don’t see the point of their online form. I emailed their customer service management team directly. Then only somebody talked to me. Only to say that my whole ordeal is taken as a companion since day before yesterday. That’s the day I emailed them directly. I used an MP caseworker too. But there was nothing done. The staffs attitude is disgusting. They only have same set of answers. No matter what you get the same answer converting up for them selves. They don’t own upto their mistakes. HMPO service is pathetic. They don’t even deserve a single star. Pathetic and disgusting.

Fantastic service from the passport office. I went to check in for my holiday only to find out that the country I was travelling too required 6 months on your passport! After the initial panic I visited the passport office website and booked a 7 day fast track service. I visited the Liverpool Office on the Wednesday all the staff were very helpful, I was in and out in 5 mins. I have just received my passport (Friday). Super service, I know I had to pay a bit extra but I needed the reassurance that I had my passport for my trip at the end of January.

I went to the Newport branch. Absolutely awful no customer service at all. Very disappointed in the service. The woman I had was rude and seemed to only want to get me in and out.

With all the criticism of Government departments, I have to say that my experience of renewing my passport with the Passport Office was phenomenal.
I applied online on Tuesday of last week and on Saturday my new passport was in my hand. I didn’t pay extra for fast delivery, just chose standard delivery. The Passport Office emailed me each day to let me know how things were progressing, eg ‘we have received your old passport’, then ‘your application has been approved’ then ‘your new passport is being printed.
Excellent experience. Well done the Passport Office, 5 stars.!

had booked an appointment at the Peterborough passport office. i arrived 20 minutes early and was told i had to wait outside. it was -2, so i asked if possible to stand inside. guard said no. when i tried again to enter, the guy in front of me was also 20 minutes early, and the SAME guard invited him, unprompted, to stand inside. same thing happened when i returned later, with some allowed to wait inside and some not, for the same waiting times. then the guard watched me put all my metals in my coat pockets and place it in the x ray tray, like those ahead of me. once i did that, he demanded that i only put the metals in the tray and 'not allowed to put the coat', demanding that i wear (instead of holding) it. unacceptable, rude, random and discriminatory treatment by the security staff there

Outstanding service from the Passport Office with less than two week turn around for a renewal and excellent communication at several stages of the process.

Applied online to renew on Monday, and posted old passport special delivery same day. Passport arrived Thursday. Excellent turnaround using standard service.

Real person answered phone call in a few rings. Small glitch handled in a swift, friendly and professional manner. Also, quick turnround for new passport to arrive. All good. Thank you. See you in 10 years lol. 5*

Fantastic staff and very quick.

Friendly staff Quick appointment turn around. Cant fault apart from the 4 hour wait for the passport to be issued Perhaps this time could be cut down.

Excellent speedy service, both my wife and I applied via the online service on Sunday 8th December. Old passports posted Monday 9th. Text and email updates at every step advised of progress (and receipt of relevant documentation). On Thursday 12th received notification that both had been approved and were shortly to be printed. Sure enough both received in the post on Saturday 14th, so six day turnaround.

We are quick to critisise when a Government department does badly, so credit where credit is due when they are actually efficient, and do actually provide an efficient service.

Can't fault them on this occasion.

Exceptional online service.
Realised I’d lost my passport Tuesday evening, application and identity check done by 9:30am Wednesday, kept informed about how process was proceeding by mail and SMS, new passport arrived Friday AM. Two days…utterly extraordinary and exemplary