HMPO is misleading the public

[SmallWreckingBall]

So, another passport nightmare thread…

I applied for a passport renewal on 1 May, courier shows that the supporting docs were signed for by HMPO on 5 May. Still no passport and we are due to depart on a family holiday next week Thursday.

I have phoned HMPO helpline so many times and been given the run around and different information almost every time. When I had 2 weeks to travel I was told I could escalate the issue and did so. A week later and still no news, so I called again and was told to submit a second escalation request as I now only had one week to go. Still nothing.

I have called them again today to be told the following: you are not 10 weeks into your application yet and are therefore not eligible for an escalation. Yes, your documents were received on 5 May, but our system only considers them received once our internal procedure has registered them - this was done on 25 May.

I am absolutely fuming! How can HMPO advise the public that it takes up to 10 weeks, when in reality what they consider 10 weeks is actually more like 13 weeks, due to an internal delay which they do not advise the public of? What can I do? We are about to lose a staggering amount of money on a holiday we cannot take. Is there anybody in the same boat?

I had this. Signed for them nothing happened for ages. As soon as it got going it was lightening fast though, so there may still be hope.

Which office did your passport go to?

If you turn up there with proof of imminent travel you have a high chance they will issue it on the day.

I waited 11 weeks and did this after weeks of getting the runaround and over 40 calls to the help line etc. 6hr round trip but was totally worth it.

Try emailing your MP. I was advised to do this and it actually worked. Passport had been stuck for weeks , then someone from his office got it moving for me.

Forgot to add I did email my MP twice and they escalated it twice but it made no difference.

You can't rely on anything anybody tells you on the helpline, text helpline or on via emails, unfortunately. Of course you might well just get 'lucky' and have your application approved in time, but contacting them doesn't seem to make it quicker or likelier at all. I was told so many conflicting things by multiple people from multiple offices over several weeks, including assurances that my travel date had been noted and they would ensure my application would absolutely be processed on time. I was promised multiple calls back that never happened.

In the end I had to go to my nearest office at 5am the day before I travelled (which was 13 weeks after submitting my application). Fortunately the staff there were excellent and I had my passport later that morning.

My MP was useless, though some people have found theirs to be helpful. There's a facebook group called 'Passport Chaos 2022' that you might find helpful.

Thanks for all of the replies, they have been really helpful. I joined the FB group suggested and it is full of useful guidance.

I finally got a call this weekend from HMPO to say I can go and collect our passports on Tuesday - hooray!

x