Passports Office Reviews 

From start to finish I was kept up with situation regarding their receipt of old passport and stages until delivery of new one. The whole process was completed within a week including on line application Absolutely brilliant.

Unbelievable. 4 weeks into sending them my passport for renewal they ask for my birth certificate, which I then sent special delivery. They then tell me that instead of photocopying the certificate they photocopied the envelope and have lost my birth certificate. Even tried accusing me of not putting my birth certificate in the envelope. I’ve asked to cancel the application now as I’m just going to do a same day passport.. they now can’t find my old passport. Utterly useless idiots. Wouldn’t trust them to run a bath. So missed 2 holidays and my cousin’s wedding. When is someone going to look into the incompetence of this organisation. If you manage to speak to someone on the phone don’t expect any information from them. Can’t express how angry I am.

After all the criticism of the passport office a few years ago, I must comment on the outstanding service I have received renewing my passport; the entire process from an online application to receiving my new passport has taken 8 days (2 of which being the w/e). I have had almost daily updates as to where in the process my application was and when I would receive both my new passport and other documents. Well done HMPO you set the standard for other Government departments to achieve.

It has taken me 7 weeks to get a passport renewed, and im still waiting! Lived here all my life and never changed my name.

Not only do they have my old passport with my name on it, they then requested a bill with my full name on it, then separately a marriage certificate and then separately again, a birth certificate. All with the same name on yet I'm being told my name has changed!?

The public is yet again victim to inefficiency and unlinked systems that would make these things trivial. And can you get hold of someone on the phone? Of course not!

I would hate not to be British and be going through this...

The UK... leaders in inefficiency!

Sort it out you idiots!

Now you can see my name here too just in case you need more proof its still the same!

Online chat customer service was helpful. Sent my application same day as my wife's, hers returned within a few weeks, mine still waiting on. Kept emailing me asking to send my documents followed by an email asking for new photos. Sent the photos just to keep getting spammed with both emails. Found out after chatting with customer service that my photo's were viewed and "weren't suitable" but this was never communicated very well and the emails they were sending just looked like errors. On top of that they have happily taken my money with nothing in return. Very disorganised and an extra cost to me.

Absouloute disgusting service and all money making when i specifically told them i have learning problems and upload photo rejected then go post office pay more money they dont care about people who are disabled they target them they just intrested in filling there pockets up disgusting not trained tell u 10 different excuses terrible service

My husband & I have just renewed our passports and have been very impressed. They’ve texted us at every single step of the process. Brilliant 🤩

We actually did get out passports within 3 weeks so the complaint isn't about that It's about the total lack of communication during the process.Thefirst big delay was at the beginning We paid extra for the post office to do a digital application We applied on 26th July and the passport office didn't receive our documents until 5 days later although the application had gone through instantly in 26th July So very poor postal service.We have the same email address and both received notification that documents had been received Both received emails at the same time to say passports being printed.Tnis is where it started to go wrong.I received an email to say mine was printed and would be dispatched soon.I received a message to say when mine would be delivered but when my husband tracked his then his hadn't moved from previous stage and it hadn't moved.Wd were anxious as we are both in our 70s but it's impossible to speak to anyone at the passport office The online advisor simply repeated what we'd seen on the tracking my husband's application hasn't moved.from.bding printed.I received notification of the day mine would be delivered but my husband received nothing .And then both passports arrived together on the same day My husband received no notification of this We couldn't speak to anyone and were given incorrect info from online advisors.Lack.of people to speak to.if you are worried Lack of communication completely.

I went to the Peterborough office for passport appointment. The new office is easier to find and park close to (you don't need a parking app), and there's a nice cafe to wait in nearby. External entry to the building is rather unfriendly and there is little protection from the elements if you have to wait for any time outside (note that the information wrt interview is clear that you must only arrive 10 mins before the appointment) but once inside the mood is very pleasant and the staff were very professional and extremely helpful. All very good (would be 5 stars if there was a friendly sign outside the front door).

Absolutely appalling service the most ridiculous service website crashes al the time of application greedy for money so people use fast track service takes more then 3 weeks when i applied google time estimate was 11 working days for renewal bad customer service just like answering phone call no help at all no point ringing them i use to heard when you fail to do your service properly uk peoples use to resign now shameful behaviour on this office they lie to get rid uou of when u ring i wish if there is less tjen zero they deserve that always use fast track if you need you passport early don't go 3 weeks service

Amazing service opted for digital photo so I could apply online received email notifications at every stage of application.
Applied Monday received new passport the following Monday old passport returned on the Tuesday

Very easy process to renew passport on line. New ones were back within the week… exceptional service! DVLA please take note!!

Completed online application on Monday.Returned old Passport Tuesday.Received new Passport Thursday.Fantastic service.

Returned my passport back in February as I was unhappy with the poor printing quality of my photographs.
After 4 letters of correspondence my passport was eventually returned to me, 4 and a 1/2 months later, exactly the same, including the now out of date issue date, (also 4 and 1/2 months old)
A bunch of faceless clowns the lot of them!

In total shock! Sent a renewal on Tuesday via first class mail received new passport on Saturday in July.Absolutely amazing service.

I recently visited the passport office to fast track my children’s passports, the staff were wonderful, Shelby supported me and was compassionate in my tearful conversation. Today I called the passport number and a lady called Hannah has also gone above and beyond to help me with my daughters application, well done to all the staff, it’s very much appreciated

Excellent service!

I'm autistic and really struggle with forma and get completely overwhelmed when I have to complete a process.
I called the passport office for advice on how to apply for an adult passport and what to do about a lost child pasport and name change. the lady on the telephone gave me clear instructions that I wrote down and instructed me in each process, what would happen, what I need to do in each step and this was a life saver.
Thanks to her help, I did as she told me and I received my new passport within 7 days.
That lady needs a medal, I'm hardwork!
I cant thank her enough, not only did she help me, she was kind and understanding of my needs and didnt judge.
It made me feel OK about a situation I would stress about.

If I could give 0 stars I would. Absolutely incompetent customer service. Spoke to a manager called Martin who read me entirely incorrect policies, made me pay out for a new application and photos, all to end up being refunded for the inconveniences. Absolute JOBSWORTHS!!!!

What a joke! Sent in application online and sent passport with my wifes. She got here back within 2 weeks! All i had was hassle. They rejected my photos even though they were in same booth within 5 mins of doing our photos together. Then the next thing was i had to send in a letter to explain "damaged" passport. I knew it was sent back in perfect condition but they were adamant. So i wrote the letter with proof photos then got another notification to send in another letter! After numerous chats online complaining about this carry on miraculously the applucation was approved within 30mins. Then i recieved my old passport back in perfect condition with no damage whatsoever! Not even an apology! Flamin disgrace!

I was very impressed, my new passport arrived in France 3 weeks after requesting it, throughout the process I was kept informed with timely and accurate information. Very happy with the service.