Passports Office Reviews 

New passport delivered in 1 week to my address in France. Absolutely outstanding service, with clear communication every step of the way. Very, very impressed.

Applied for 2 normal passports on Sunday directly on the UK government website, posted off our old passports on Monday by 2nd class post. We received our new passports on Friday, less than 1 week after applying. Very slick government service, communication emails on order progression was excellent.
For info this review is for the actual government passport office, NOT a review of an independent service

Very rude, unhelpful staff members called several times regarding some issues with application.
Not helpful delayed passport by several weeks. Did not even want to speak about the issue. Awful!

Fast service but poor in some areas

I made an application for my family member's passport. Whilst the service was fast - some parts of the service was poor.

The original birth certificate that i had sent off for them to review was returned damaged and wet. I sent it off in a hard back envelope with a plastic protective sleeve and they returned it in a normal envelope and it is now damaged.

This is such poor consideration and care for the citizens they are service - why do they take such a big admin fee then? Very saddening to experience.

One week turnaround for a standard service, with great communications thank you. Renewed passport following getting married and wanting my new name on official document. Applied/paid online on a Thursday, posted documents that sane day and had acknowledgement Friday all was received. Monday had communications to say all was approved, on Tuesday had a notification that my passport was being printed. Wednesday had notification that was being sent to delivery partner and my new passport, old passport and marriage certificate documents received back to me Thursday - 1 week after applying :-)

Brilliant experience. Was a bit nervous about using the new online service having always used the "Check and Send" service before. My passport arrived less than a week after I started completing the online form and i was informed every step of the way where the application was up to. Highly recommended

My wife and I had to replace our passports and the process was very simple and cannot praise the passport office enough
They have been so quick and notified us at every stage

UK PASSPORT OFFICE FEELS LIKE SCAMMING BEHAVIOUR.
19 year old, White Uk citizen from birth.
Not seen my mother in over 12 years.
Struggled to get her birth certificate.
Now the Passport Office says the application is closed.

£15 for her birthday certificate.
Even though I gave them all relevant information.
£100 passport fee
Gone.

Now im expected to do another application and spend another £100 that I absolutely do not have.
Phoned the office twice trying to get any help yet none is available.

They now have my birth certificate so I can't apply for any other form of identification.

There advice is to write to three cherry Lane and ask for my birth certificate back.

I'm so lost with this system

I cant even open a bank account.
I cant go to college with no photo ID.
I CAN'T EVEN GET A JOB

About a week to get a renewal, lots of emails along the way to tell me where they were in the process, very impressive and surely a blueprint for how to do things.

HMRC ... now that's a completely different experience, they simple don't care about any form of customer service and unfortunately we have no choice but to engage with them in what ever way they care to offer us.

I ordered my passport on the standard option (up to 3 weeks wait) and it arrived within 5 days. Saved my money and time.

Mother had a PSYCHOTIC EPISODE and they declined my baby’s application.

My mother cares for my father who has a chronic psychiatric disease. Enduring years of stress last year my mother had a psychotic episode. Heard voices, forgot how to even open the fridge, the pin of her card. EVERYTHING THAT KEPT HER AND MY DAD ALIVE. I was two months postpartum. I asked my husband to fly straight away to her. I applied for a passport for my son and they let me know that I can do so via the compassionate scheme to get it same day. We had to get a document from her psychiatrist detailing the situation and translate it. We did. We were told that this doesn’t meet the criteria of the compassionate scheme.

I COULDNT SEE MY MOTHER WHEN SHE HAD A PSYCHIATRIC BREAKDOWN!!!!! IT WASNT DEEMED URGENT ENOUGH!!!! I am their only daughter!!

But if one is already dead and you need to go to their funeral, then that’s fine.
If you lose your passport, then that’s fine.

I filed a complaint and nothing was done.

This isn’t an individual error. This passed from 3 people. The person who called me, the person who made the decision and the person who handles the complaint so this is definitely their policy. This is the most inhumane and disgusting attitude I have ever encountered in England.

OMG, completed my on line application to renew my passport on the 15th October, posted the old one at 12.00 same day. I have just received my new passport today, 23rd Octber, 10.15am. Communication atevery step of completion. Well done all at the passport office, amazing service.

Where do I start?

I am so disappointed by how the passport office treats applications, especially my own. I have submitted several documents requested and directed by the passport office and even had the Home Office immigration acknowledge the documentation and information that I provided; however, the Passport office teams and departments that they hire are childish and unprofessional. It’s unbelievable.

When applying via the gov.uk website/ the form provided by the Passport Office, you are expected to follow the step-by-step guide and instructions and provide the information and documentation stated on their website. Unfortunately, a lot of them don’t read the website, and due to that, the incompetence is unbelievable.

You would think following the law would allow your application to be processed smoothly but unfortunately despite the fact you follow the law as advised by the website and the government rules and regulations you still have your application withdrawn with lies being given to you on top of that being refused a passport interview or even be allowed to have a face-to-face meeting to be able to go through the documentation despite fact you have family members and the embassy who are willing to confirm the originality of the documentation et cetera you are degraded, discriminated, laughed at and have the phone hanged up on this is a type of government bodies we have working for the government.

I’m not trying to apply for asylum or break any laws. I am asking and doing what the law states I am doing correctly. I’m not breaking any rules. I’m simply a British citizen who has discovered certain information, provided that information legally had a confirmation that my application was being processed, to then have them laugh at my face over the phone and hang up the phone on me when I state I’m gonna record the call to then have my application withdrawn despite the fact they said it was being in “processed”.

Giving it a one star is even a compliment at this point? I would give it a 0 out of 10.

No empathy, no care, lack of administrative order or skill and simply racist. You get given £100 as an apology for the mistreatment of your files and failed submissions processing, but yet have the same disregard, disrespect, neglect, harassment and withdrawal happening again and again and again.

When I asked to speak to a manager to check that all the documentations are put together, I am told that I have to be grateful that I’ve been given a British citizenship as a birth certificate and then have the call hang up on or told they would call the police on you if you were to come to the building just to go through your application. It feels like a joke, but unfortunately, it’s not a joke. It is a reality. That is how unprofessional and racist the Passport Office staff are.

This matter has been happening since 2023. What a disgraceful service. So disappointing.

Your own embassy documents are not being acknowledged or respected, and made to look as though you don’t pay taxes or don’t have a birth certificate, when I do, and provided that, but nope, just pure racism, and it's also from those who would be called foreigners in the department, as well, making it worse.

When applying, get a solicitor because these people are racist and very unprofessional.

Well the passport office has definitely exceeded all my expectations!
I took a selfie to upload to renew my passport, submitted the online form (in October) and 7 days later my replacement passport arrived at my house.
I was expecting it to take a lot longer so I’m absolutely delighted with the service I received.

I completed my renewal application online and uploaded a photo I'd taken myself (very carefully following the guidelines) on a Thursday afternoon. I returned my old passport the same day using Royal Mail Special Delivery. The Passports Office sent me text and email updates at each stage of the process and my new passport arrived on the Saturday a week later. I thought the service was excellent, admittedly for a very straightforward renewal.

Was applying for my passport today online and due to my father leaving us over 40 years ago i only had his name and dob to give but the passport office wants his place of birth, his passport number ect which i have no idea, what am i expected to do ? Then they want someone esle to prove who i am ? If they dont believe me with all my information whats the point.. and then i have to send my birth cert in the post to prove who i am.. so what is the point in doing it online if their asking to send paper id in anyway.. just fill the form out at home and send it that way..WHAT A PALAVER.. WAISTED HOURS OF MY TIME GETTING A PASSPORT CODE FOR £13 FOR NOTHINK.. EVERYONE TELLS YOU DO IT ONLINE AND ITS JUST A PALAVER...

Just want to say a big Thsnk You to the Passport Office! I submitted my on line application (renewal) last Monday and yesterday I received the new passport - well done - I’m delighted as I thought it would take ages. Seamless process

This is really about the royal mail 24hr tracking service to send new passport out. I paid. Complete waste money. RM said would come 10-12 today. I waited in all day. Nothing. And at 5.30pm still nothing about when it will arrive. Minus 100 stars more appropriate ☹️
My old & new passport were tracked. Both went missing in Portsmouth for 24hr. No updates. When they arrived the old passport had been opened & resealed. Hence all my personal data exposed to someone plus I had stuck my mobile number & email on outside of old passport in case lost! I'm going to submit a complaint to passport office for using unroyal mail & email my MP about my local DO. Passport Office you MUST stop using unroyal mail. I use to work DWP. Back office staff at RM stole giros all the bloody time. The organisation is not trustworthy.

Thank you to christine edwards from the Glasgow passport office that made me feel at ease regarding a brand application for my passport.

What a pleasure it was speaking with her on teams , she's so nice and polite and was really helpful on my interview, Christine is definitely a credit to the company.

Why doesn't the passport office get people answering the phone to enquires to speak proper english? Called this number 0300 222 0000 to enquire about a concern regarding my birth certificate and got some woman from India that spoke so fast then I had no idea what she was saying😫 It appeared to me she was reading from a script so my issue was not resolved as she had no clue how to answer it🫣 Waste of time calling, so I ended up looking for the answer online!