To complain or shall I just pay?

[PeteCampbellsRecedingHairline]

This is my first AIBU.

In June I received our new and renewed passports.

All were fine except DS1's had a tear on the photo page. I rang customer services and they said to send it back with a covering letter.

A week later I had a letter saying it was being investigated and they would get back to me in 4 weeks. Which was fine.

Today I've had to sign for the old passport and a letter explaining the passport was damaged after the manufacturing process so I need to reapply.

The phone lines open at 9. I don't want to lose my temper but I can't believe I have to pay again and redo photos, application form, counter signatory.

Should I pay and reapply or complain? We're travelling in 5 weeks.

Oh god sorry, that's very long.

I'm a bit wound up.

Complain.

That really is very soon that you'll be going away...personally I would want to complain because it's their fault, you shouldn't have to pay again. But I wouldn't want to slow the process down.

Pay and complain at the same time. You really don't want to risk that the passport doesn't arrive in time because the complaint procedure is taking so long. You could try complaining and give it a couple of days, but don;t wait too long. Good luck, hope you enjoy your holiday.

Do you have to get them redone because it isn't legal?

I wouldn't be sending it back this close to you going away unless they can 100% guarantee it will be back in time.

Strawberry: they advised me to reapply as it may cause trouble.

The tear is nearly the whole way across the top of the page now. It wasn't that big originally.

I would be asking them to do it again free, using the fast service. You paid, they didn't send you something that was fit for purpose.

What does it mean "after the manufacturing process"? Are they saying you could have done it? Even though you are not to blame, if you start complaining now you could delay things even more and ruin your holiday while some bureaucrat investigates it and it doesn't go through the usual channels.
I would reapply using the fastest possible service even if that meant paying. After I had the new passport I would then complain and try and get money back.

Are you sure you have to pay again? You might just need to redo the application and send new photos. I had to redo my ds's recently because I forgot to get him to sign it and although I had to fill out the paperwork again, I didn't have to pay. Speak to them and see what they say.

It says in the letter they cannot replace it free of charge so I need to fill in the application form again which they also sent.

I've rung them and someone is calling me back.

I'm worried about the delay too. I'm wavering between and .

The letter doesn't say I did it but if it was after the manufacturing process then its me or the postman surely?

Ohhh GOD this is one of those things that would make me absolutely furious!!

As if sorting out a passport isn't hassle enough!

It does sound like it might have happened in the post then. Was the envelope damaged? One thing I did learn was this. The passport office only return passports through the mail if you live in an area with a low risk of 'loss'. Otherwise, they send it by courier and it has to be signed for.

If you didn't sign for it, you live in a low 'loss' area. But I'm interpreting that to possibly mean 'risk of theft'. If someone tampered with your mail, they may have ripped the photo in the process. What I'm getting at is maybe the passport office should have sent it by courier and they might take responsibility for not doing that.

Tell them the envelope was damaged too and that it had been tampered with?

Did you take a picture of the original damage? If so I would send a picture of the further damaged passport now.

Omg what a fucking pita! I would be furious! I would pay on the basis you need the passport but also at the same time let them.know yiu will be complaining and wanting the cost reimbursed. Why do you have to get all the forms redone fgs they have presumably checked them and issued a passport they just need to reissue one due to damage?!

Surely this cant be the first time something like this has happened. It would make sense that you srnd the damaged passport, they keep it and send you a new one!

If you paid for it via credit card it may be worth opening up a merchant dispute; that normally gets people moving very quickly!

I didn't take a photo or pay by credit card.

I stupidly had faith in the passport service.

I've rung again as I've had no call back and someone has taken another message and will get the supervisor to call back. If they haven't rung by half 4 I'm calling I'll be .

I think I might have to pay to get it sorted but put in a complaint as well. I should have just glued the tiny tear when it arrived.

I thought credit card protection was only valid for items over £100. I might be wrong though.

That's dreadful service, There's no way you should have to pay again.

That's terrible. I'd keep complaining until the passport was replaced using the fast track service.

They called back.

They won't accept it is their error. I can complain but in the meantime I still need the passport.

So I'm redoing the application, photos etc and sending it off.

I queried why I have to do it again and it's because it's a new passport application.

NO IT FUCKING ISN'T YOU TOSSERS.