Last summer, I was contacted by many people who had issues with their passport applications, and complaints arising from the poor service that they received from the Passport Office and its contractors. This year, the Home Office have said that they anticipate another surge and have advised that anyone who needs to renew their passport should do so in good time ahead of their holiday.
I have been told that the number of compensation claims increased last year in response to the numerous problems experienced by members of the public at every stage of the application process, and so if this affected you, please check the government’s website here.
These compensation payments can include refunding the guaranteed service fee, paying for out of pocket expenses (if you have damaged a document or made a mistake) and even the entire cost of a missed holiday.
You can find out how to make your complaint here.
The complaints process asks you to supply:
- Full details of the problem
- The name and date of birth of the person the passport was for
- The date the application form was sent to us
- Which of our offices the application form was sent to
- The barcode number from the application form, if you have a note of it
- The passport number, if you have one
- Information so we can contact you (name, address, postcode, day and evening phone numbers, and a fax number and email address if you have these)
- The date and time of your appointment and an appointment reference number if you visited one of our offices to get your passport.
If there is anything that I or my team can do to help, or you are struggling to get a response to your complaint, please get in touch by emailing firstname.lastname@example.org