Active discussions

Meet the Other Phone. A phone that grows with your child.

Meet the Other Phone.
A phone that grows with your child.

Buy now

Please or to access all these features

Talk
Holidays

Use our Travel forum for recommendations on everything from day trips to the best family-friendly holiday destinations.

See all MNHQ comments on this thread

Original poster

Help - Passports renewal application stuck at Durham Passport Office and we are traveling this Friday

999 replies

wujo · 18/07/2012 22:22

hi all,

I am desperate!!!

Passports sent via PO Check and Send on the 2nd July.
Called the IPS 0300 number over 60 times today - got through a dozen times.
Cant escalate - can't get transferred to Durham.
Cant talk to anyone.

I am crying and feeling sick as it will ruined the holidays for my twin girls, my son, my husband and my mum.

Can someone help or know someone from the Durham office help us!? We prepare to drive up from Bristol tomorrow to pick them up if need be :(

Help!!!

OP posts:
SizzleSazz · 06/08/2012 16:38

I have spoken to Durham and apparently ours is in Liverpool. Apparently being printed this afternoon, but i am thinking they may be saying the same to everyone Hmm. She said i need to wait a few more days and then track it but no guarantee it will be sent out this week.

Any ideas of how I can fast track this (assuming it was printed this afternoon?)

I take it there is no Liverpool number available to chase it?

Ratbag01 · 06/08/2012 16:38

Whatever happened to the 'good old days' of being able to get a temporary 1 week passport? Terrorism I guess! Mind you, I would have thought that an 8 year old, whos had a passport before would sailed through! Plus it had already been 'Check and Sended' at the Post Office.

I wont relax until it comes and family/friends keep phoning me to ask me if I've any news, which is nice, but it is freaking me out even more!

BeckenhamAndie · 06/08/2012 16:43

This thread needs to go to MPs. It's shocking. I'm emailing mine with a link.

babushka1 · 06/08/2012 16:55

Phoned peterborough and was told to phone back thursday. I think im going to take a trip up their instead. Really anxious now.

KimSoton · 06/08/2012 16:56

Hi. I had a good result with Durham today!! Rang first thing & got thru straight away to a man who said I should be OK - we travel Friday. He said he'd put our details through to team & someone would call in 48 he's. I burst into tears at this point (couldn't help it, Im so tired & stressed) & said to him that that would be too late, surely? He said "no, you will be fine as can upgrade". We left it at that. I felt totally unconvinced we'd be ok THEN this afternoon a lovely lady (Emma) rang me to say all ok with my son's form & I could fastrack with extra payment. I'd missed their posting out for today so it'll be sent out tomorrow & she said will be with me by Weds. It will come Royal Mail Special Delivery & I paid even a bit more extra to get it by 9am. It would've been 1pm onwards otherwise which would be ok but I just want it in my hands ASAP to know I've really got it!!! I was SO thrilled & couldn't thank the lady enough. She said they are manic. BUT it was not without extra stress - Emma called me back shortly after to say my card had been declined!! I have £ in account so no way should that have happened!!! I said this & she said she'd check again with Finance Dept. I frantically went on line to my bank wondering what on earth had happened but money fine. Emma rang back very quickly to say it was a blip & Finance had now drawn the £. Geez - I'm feeling like this trip is jinxed!!! LOL. So... I'm now just awaiting delivery on Weds & hope no other probs arise!!! I won't rest until the P is in my hands tho!!!! Given the chap said 48 hr call back, I was amazed (& VERY thrilled) to get call today. There IS light at the end of the tunnel!!! I do think once you get Durham Progress Teamcontact then you will be ok. The lady was lovely that I spoke with & I do think they do want to help people get away. I hope people on here still waiting get sorted. I'm confident you will. Hang in there. K x x

Anismum · 06/08/2012 17:05

Tiredemma- not too sure as mine was check and send but it's worth a try as they probably had to scan the barcode on the form and it should be on their system somewhere

stargirl40 · 06/08/2012 17:10

shellbell78 will message you direct number :)

stargirl40 · 06/08/2012 17:15

oh see you have it already can't delete my post though don't know how lol

SizzleSazz · 06/08/2012 17:15

I have just had a call back from the 0300 number who said it hasn't been passed for printing yet, despite Durham telling me it was being printed this afternoon.

Gah!!!!!!

BartletForTeamGB · 06/08/2012 17:23

This is not going to be a popular post but I am completely bemused by the vitriol towards the Passport Service here because, at their busiest time of year, they are not getting out passports within the minimum time they allow. I don't think the IPS can be blamed for people not allowing enough time before booking holidays. I'd rather my MP was dealing with something important!

The timetable they give is really clear:

The time it takes to process a passport application depends on:
how busy IPS is - April to September is the busiest time
which service you use
whether your application is completed correctly
whether you provide the correct documents
whether IPS needs to contact the person who countersigned your application

Using the Check & Send service will:
take a minimum of two weeks (not guaranteed) but you should allow more time in case IPS needs to contact you or a countersignatory for extra information
help you reduce errors but remember IPS may still need to contact you for more information
Using the post:
will take a minimum of three weeks (not guaranteed) but you should allow more time in case IPS needs to contact you or a countersignatory for extra information
you should consider using Check & Send as it will help you reduce errors, but remember IPS may still need to contact you for more information

First time applicants will:
take a minimum of six weeks (not guaranteed) but you should allow more time in case IPS needs to contact you or a countersignatory for extra information
find that using Check & Send will help you reduce errors
find that during peak times appointments may not always be available at a time or place that is ideal and this can delay your application

BeckenhamAndie · 06/08/2012 17:37

When you ring up before booking holiday and told that 3 weeks for a renewal is the norm then why worry when you then allow 6 weeks? The fact is they are providing dreadful service. One person said that cut backs has meant they are very understaffed hence serious delays. This certainly is a matter for my MP in my view.

BeckenhamAndie · 06/08/2012 17:40

BartletForTeamGB and mine was only a renewal ...

ashleysmumm · 06/08/2012 17:47

Bartletforgb

Thank very much for sharing that information.
I've got to say that speaking for myself I am to blame for sending the passport and only giving almost 4 weeks before traveling I am not blaming the passport service.
The big thing here that I see and I think it is something that local MPs should be involved in is that the advice line people phone is very unprofessional and the people are uneducated in the work that they do, out of the 8 different people I spoke to each and every one I would say we're almost incompetent at their job!
This is costing how much?
You only have to read through the posts on here to see another picture emerging and it seems some passports are being held to ransom, people have booked holidays costing thousands and in my case I am more than happy to pay the extra 60 odd quid to make sure I can go. Non profit organisation it says, well what is the extra cost used for to get it printed in a day when they have had it for a few weeks already?

Losingmymind123 · 06/08/2012 18:25

Hi sorry to bother you but the more I read the more I'm panicking
Do you have a number for Durham I could ring to chase

Thankyou xx

NoBloodyMore · 06/08/2012 18:28

Lee lee I never got any of the requested call backs despite numerous requests, the only way I got anywhere was through the mp.

Bartletforgold, my only gripe is with the way the system works my sons was sent check & send with nearly 4 weeks to go, well within their guidelines, I didn't receive a single call or email back despite numerous requests and then still had to pay £67 to get it in time, there is something very wrong with that system. And if according to their own guidelines they know they're very busy between May and Sept then get in extra staff/overtime before the backlog gets this bad. No private company would ever get away with charging people for such a crappy level of service so I don't see why we should just put up with it off them. The guy who rang me had my sons form in front of him but wouldn't process it unless I paid the £67 additional fee, i have no problems with the staff themselves it's the system that doesn't work.

LYSAIDANI · 06/08/2012 19:53

can anyone give me the DURHAM office number direct?

i fly on the 19th and lost my previous passport and they cant guarantee that it will arrive by the time i need to apply for my USA waiver!!

HELP!!!

Leelee78 · 06/08/2012 19:55

Thanks NoBloodyMore. I'll try them again in the morning and if I don't get anywhere I'll contact my MP.

mentalmumof3 · 06/08/2012 19:58

I'm very stressed now. sent my two childrens applications off through check and send on the 17th july and still not received anything, we fly on Friday!!!!!!!

Does anyone have the correct telephone number for Durham please my 5 year old really won't understand why she has to stay at home with me and the baby while her big sister goes on holiday with her dad - I can see that is what is going to happen. This is a complete nightmar

Myers1812 · 06/08/2012 20:31

Really desperate.....anyone have direct contact for Liverpool???

We fly on 8/8/13, post office was a joke & been trying IPS for 2days for them to not be able to transfer me. I've just emailed Michael Robotham MP. Only option is for us to drive to Liverpool from Leicester tomorrow to pick it up if I manage to get through to them.

Any help would be great.

kumi1979 · 06/08/2012 21:27

Hi I'm wondering if anyone can help me, I sent my daughter's passport for renewal on the 3rd of July and Peterbrough received it on the 4th. I have been calling them since week two only to be told there was plenty of time before I travel on the 13th of August and I should receive it within 4 weeks.Since last Tuesday when it had been 4 week I called only to be told that it's still waiting for checking.After making about 50 calls a day and sleepless nights my hubby spoke to Peterbrough who told him it is still waiting to be checked and cannot upgrade the application. They have now had it for 5 weeks tomorrow and the rude lady at their office informed my husband that it could take another 3 weeks and it's our fault for booking holidays. Can someone please help as i feel like my head is going to burst from all the tension!!

babushka1 · 06/08/2012 21:38

Hi kumi1979,
I rang peterborough twice today. The first lady said that I had plenty of time (flights booked for 13 aug) and that she would request a call back. I later rang back to ask if they would accept payment using my hubbies card when I get my call back and this miserable women said that it was highly unlikely I would get them back on time and I should phone back on thursday to see if they had exaimed them yet.
Talk about mixed messasges.

stargirl40 · 06/08/2012 21:44

I hate it when you get a rude person don't think they realise how stressful it is, I had a nice lady from Durham who says i have plenty of time 27th, but the more i'm reading here the more i'm panicking :( would be more helpful if you could speak to the same person all the time.

NoBloodyMore · 06/08/2012 21:46

Myers I've not seen any direct contacts for Liverpool, just keep ringing, don't request call backs at this stage just ring constantly, I got through just after 9.30am but I'd just try constantly. They processed my sons yesterday and said I could collect today if needed but we opted for next day delivery, we fly thurs morning

Leelee78 · 06/08/2012 21:51

NoBloodyMore when you say ring constantly, do you mean 0300 number and selecting the fast track/premium service option and ask to be put through to Liverpool? When I try the option for application submitted the say your application is less than 3 weeks so ring back Friday. I am so confused and really worried.

kumi1979 · 06/08/2012 22:02

Hi babushka1, do these people have no idea of what is going on. When did you send your application off.My has been with them for 5 weeks and still not checked! Miseable women said the same to us and said it could be another 3 weeks! I'm thinking of calling in sick at work tomorrow and driving there!