to want to scream at the incompetence of the Passport office?

[HomeIsWhereTheGinIs]

I did a check and send at the post office and my passport arrived within the three week timeframe. However, they'd misspelled one of my names (despite having it on the old passport in front of them). I was told I had to go to the London office to get that rectified. So I did so, and had to queue for two and a half hours. When I finally saw a cashier she took my passport, told me that I'd get a corrected one back within a couple of days and sent me on my way. That was last Monday. I've been calling them since yesterday and only just managed to get someone to pick up the phone (after literally hundreds of calls yesterday). He told me the woman ought to have given me a new reference number (which she didn't) and without it there's no way of tracking my passport, I just have to wait and see if they send me a new one. Or I can go to the London office again, and see if they let me in to track it in person (he couldn't guarantee that they would let me in).

I am honestly at my wits end. THEIR mistake has already taken up too much of my time, and now I'm stuck here with this "With Compliments" slip with no idea how to get my passport back!

I hate them - WIBU to make a formal complaint? The chap on the phone told me he had no escalation process (unlikely) so of course I'd have to find one first. Or WIBU to go to the Evening Standard about this?

Totally symapthise OP- Im waiting for my renewal to come.Im going on holiday on 3/6 and yesterday I had a call from them _ after chasing and chasing -saying no way will it come in the next two week,s so I had to pay another 55 to upgrade to premium service to get the bloody thing in a few days,- I only applied as the bloody passport helpline said I neeed 6 months validility to go to Tenerife, when I didnt afer all,I had a month left after I came back, and despite ringing travel agents, passport office, internet, could not get a straight answer, so decided to renew, 3 weeks ago.
The helpline staff are usless- one said I could upgrade free as it was an online application ,one said it would be 30, one said it would be 55- I know some of this is my fault, but I honestly thought I was correct in sayng I did not need 6 months validilty ater I came back, was told otherwise by them, but I was correct all along- I even tried to cancel the application and just get back my old in date passport- to be laughed at!!!

That is ridiculous! They don't accept your passport for making the slightest black line out Of the signature box or make more than 3 mistakes in a line but they are entitled to make a spelling mistake on your printed one.
I hate the passport application procedure, it really needs modernisation.

I think it's a cheek they asked you to go out of your way to rectify their error, let alone make more.

I hope it resolves quickly.

I'm waiting for my sons first passport, check and sent like you but after 3 weeks still hasn't turned up and the tracking service haven't replied to my request. Rrrrr

It doesn't need modernising, it needs more staff.

I agree! I have been told my DD's passport will take at least 6 weeks plus 3 weeks for posting back to me...All costing a fortune. She has dual nationality and her second passport will take 10 days and costs 13€. YANBU!

I died a little on your behalf reading this.

My mother live with the 'incorrect surname' as the home office insisted she change her name by deed poll to correct their error.

I agree to more staff, but surely most of this could be done online? Especially the photos?

I live overseas and we're waiting an average of 8-9 weeks for renewals.

Give them hell, OP. It is the only way to get anything done (I do a lot of work with UKVI which are similar).

Here is the complaints procedure: www.gov.uk/government/organisations/hm-passport-office/about/complaints-procedure

Here is their chief exec: www.gov.uk/government/people/paul-pugh

At a guess, knowing similar emails, his email address is [email protected]. Try it, the worst that happens is it's returned as unknown.

And if you do complain, do it in writing (email or fax) so that you have a copy and they can't pretend you never rang.

I agree to more staff, but surely most of this could be done online? Especially the photos?

You can fill in the form and pay online but obviously it needs to be printed in order for it to be signed. The photo also needs to be a physical item to allow for a countersignature, where required. Imagine there is a fine balance between speed and the whole process remaining secure.

On the plus side, the online line form no longer substitutes my surname for another word that means the same thing :) That's an improvement that's taken 10 years.

It's ridiculous that they can issue a passport with a spelling error on it though.

Nothing helpful to add - just my sympathies. I get the chills just thinking about passport application forms.

I'm normally fine with forms - i'm good at them - i even like some forms ...

but the 18 attempts and 5 trips to the main post office it took me to get 4 passport applications for me and DDs perfectly filled out and accepted a few years ago has given me a phobia!

Black pen, capital letters, no mistakes, no lines outside the box, sign the photos, someone else sign the photos, no gaps, no hyphens, no fringe, no smile, too big, too small, aaaaaaaaarrrrgghhhhhh.

Sympathies! We had a 7 week wait for our overseas one, and my mum is still waiting after 11 weeks.....

I feel your pain OP. Especially as if your signature so much as flicks outside the BOX, it means your entire application will be binned.

I've just gone through some particularly arcane nonsense with getting my Irish Passport renewed. And they have a list of people who are allowed to countersign your passport photo and you cannot deviate from this list. And it really is like going back to 1955. Bank Manager? These people don’t exist anymore. There ARE NO BANK MANAGERS, just people in call centres! Doctor? I hardly ever go to the doctor so my doctor hasn't the faintest idea of who I am. School Principal – not just a teacher, but the Principal. Again, you have to be a busy member of the PTA for the Principal to know who you are. Priest – oh yeah because they never lie do they? And I stopped going to church twenty years ago. Or Policeman. No – don’t know any police.

In the end I bribed my accountant who has never actually met me.

I had a ten year passport spelled wrong for ten years because I couldn't face it. No one ever notice (although having just been to China, I bet they would have).

I was all ready to come here and day yabu because I've always found the service really good.

But I am aghast on your behalf. How annoying and stressful for you.

I have everything crossed that it gets sorted for you

I was all ready to come here and day yabu because I've always found the service really good.

But I am aghast on your behalf. How annoying and stressful for you.

I have everything crossed that it gets sorted for you

I sympathise OP - definitely raise this with the right "authorities".

As for the first response - nope, you were completely in the wrong - you need 6 months from the return date, so you need it renewing. Unless you go somewhere on completely short notice, there is no need to ever have a passport run-out, simply renew it when you book a trip, if you have less than 1 year left.

Also, I really don't believe the post about someone being forced to change their name officially by the Home Office..... So they then had the inconvenience of changing everything - bank accounts, mortgages, credit cards, loans, bills, e-mail addresses....... really...?!

You need 6 months from the return date? I'm not sure that's always true - we had less than that on DS's passport when he went to Switzerland - phoned the Swiss Embassy, the company we booked with and the airline, and all said it wasn't necessary and we were fine.

I'm worried now - we go away mid July and I've just sent off my (expired) passport to renew it. Hope it's back in time - surely 8 weeks is long enough??

Eek 8-9 weeks for overseas ones at the mo - the site quoted 6 weeks for me for a renewal from germany - have literally today sent DS1s - fingers crossed it will get to us before we go away in mid july.......

I must have been lucky. I posted my dd's renewal by normal post.
Rang them after a week, got straight through. To be told it would be back with me 3 weeks from the date they got it.
And it was!

You don't need 6 months for Most of Europe.

I was all ready to come here and day yabu because I've always found the service really good.

But I am aghast on your behalf. How annoying and stressful for you.

I have everything crossed that it gets sorted for you

Most or Europe being an officially designated area

I have just been through similar with HMPO in Durham. I ended up getting my MP involved which put the wind up them and thankfully got the passports 2days before going away. I suggest you do the same. My MP couldn't have been more helpful. The 0300 staff are utter liars/ read off a script. You have my sympathy dealing with them.