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

[wujo]

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!!!

Thanks nobloodymore back on the phone 4me then! Do u know what time they take calls from?

kumi1979- I sent mine on the 17th of july so im gobsmacked that they told you another three weeks. Im going there tomorrow morning with all the kids, crying and begging if I have to. Apparently to receive a passport same day at peterborough you have to get there before one.

Hi, if anyone can send me the phone number for Durham passport office I would be soooo grateful, am fed up of trying 0300 number & getting nowhere! Stressing now as we fly on Sunday!!!!!

Hi,

I sent ds's renewal off via check and send on 19/7 but it didn't arrive with Peterboro til 24/7. I called today and was advised this, on the 0300 number. She said it should be completed by next monday and we should get it by the end of next week. When I asked about upgrading to a quicker service she said this was discretionary and they didn't have to do it. I've got to call back tomorrow to see if this can be done.

Now we can't fly until 20/8 so we've got a bit of time. I'm a little worried because I put ds's teacher down as a counter signatory and she might not be about if they want to contact her.

What would happen if I just turned up at the passport office? Would they refuse to see you without an appointment? I can get new photos, form and another counter signatory, but they've got his old passport.

Thanks!

Hi babushka1 pls let me know what happens if you get to peterbrough . I'm thinking of doing the same thing! Good luck!

They always put me through to Liverpool after 2 weeks and you can ask for an upgrade after they've had it 10 working days , I think it really does depend who answers the phone on 0300 number. 90% of the battle is getting to speak to somebody at Liverpool.

I was told Liverpool take calls from 9am, I rang the 0300 number about 8.55 and then just kept trying.

Hi All

I really hope that those still waiting get some positive news today. I think they are working thru in departure date order (well Durham are) so folk going on or around 13th should get upgrade or whatever today. I think the bit about them having had your app for 10 days also plays a very big part. I had come up to the 10 days yday & then it was not a problem to upgrade. With the special delivery inc it has cost another £76 plus time off work but being on the South coast meant a trip to Durham was more or less impossible so it's been worth the extra £ versus missing our holiday!!

I only have myself to blame for putting in a late app but hindsight is a wonderful thing!!! I was assured by PO that 2 weeks was the turnaround. I questionned that given it a busy time & chap said if using Check & Send then all would be OK.

Having gone through this mega stress (never again!!!) I conclude that;-

• The Post Office need to be clearer with the message they give out.

• The 0300 helpline causes more stress than it's worth and is no help
  whatsoever - I did NOT get a call back via them.

• Durham staff (once thru direct 0845 129 0044) are pleasant & seem to
  really want to help. The lady I spoke to was lovely, gave me her full
  name and direct phone number etc.

• Remember this torture & NEVER leave it until last min again!

I won't rest completely until I have the precious document in my hands tomorrow morning - I am counting down the hours!!

Good luck today everyone - sending you positive vibes.

Kim x

Does any one know how long it takes if they contact the counter signatory I've sent my second form in which they should have now, and as they tried to check the first one (whos away on holiday) i presume they will check the second. Can i still fast track while they are checking this out?

KimSoton. I agree whole heartedly with you. Durham call centre is a waste of time. If I had waited for them and not found the phone number through the great Mumsnet website, Durham call centre would not give out the proper passport office telephone number until Thursday, which would have been too late.

I do feel that some sort of call centre is needed, otherwise the passport office will be tied up taking calls most of the day. But more information needs to be available for the call centre staff to give out and their computers need updated with more regular information.

Although I havent got the passport yet, I have got an e-mail to say it has been passed and would be with me in 4 to 5 days.

The actual Passport office themselves (NOT the call centre) have been fantastic. I spoke to REAL people both times who gave me their full names and they both seemed like proper, responsible adults who 'gave a damn'!

My other two childrens passports are due for renewal next year, and I will be getting them issued earlier.

I cant rest either and this week is going to be torture for me too.

Good luck everyone.

Arrgh got through to 0300 number was told passports are in Liverpool but can't be considered for upgrade till 10 days which is Thursday.
Have requested a call back, is this likely to happen?
I sent them via send and check on the 23 rd we travel on the 19th!
Does anyone have the number for Liverpool?

I applied for renewal of a child passport and they have received application at Durham on 17/08/2012.I am on the phone since Saturday,I cried for some informations but nothing.I finally rang Durham office and I have been told off for ringing that number but I have got the information that the letter has been sent to my counter signatory on Friday and that they will upgrade my application once she returned the letter.She works in a busy hospital and haven't had received the letter as yet and what if she doesn't get it? I have been also told not to contact them any more.I rang Saturday morning 0300 number,they couldn't provide me with any informations because I haven't had application No,but they emailed Durham and told me someone will ring me in 48 hours.That has long gone.I have my flight and my holiday booked for Saturday and I just sit and wait, pretending to be optimistic for the sake of my child.

Well passport arrived this morning as promised with a day to spare, we sent it on. 14th July via check & send and had to upgrade to premium service on Friday as they still hadn't been looked at, just got to get a fit to fly certificate for dd who broke her arm and we may actually get on holiday, this time last week I wouldn't have believed it do don't lose hope just yet.

None of the call backs with Liverpool worked for me until the MP rang them

Fantastic news, you will be on such a high and exhausted by this evening. Have a fantassssstic holiday. Milboy1 may be a good idea to contact your MP too.

Stargirl40 - we had to send a second countersignatory because there was a problem with the first one we'd used (they'd made a mistake on the form which check & send didn't pick up). I sent the second countersignatory details by recorded next day delivery & when I called to follow up I was told that the passport had been issued that same afternoon, and I received it in the post a day later (without having to upgrade to the faster service). That was at Belfast though. I don't think they always have to contact the counter-signatory, particularly if you use someone who has been a countersignatory before and is therefore already on their files (that's whay I was told...no idea if it's true though!). Hope you get it all sorted soon....it is horribly stressful I know.

Also for those of you who have been let down by the check and send service it is worth complaining to the post office - we used the service and they failed to pick up on an error in the application. The lady at Belfast PO said that it happens all the time and that I should ask the post office for the check and send fee back, which I did and I was refunded. I think loads of post office staff are totally untrained in what they are supposed to be looking for and will just take your money for doing nothing.

Hi

Kimsoton - i agree with your feedback. It looks like they are working through applications in departure date order with regard to upgrading and its seems they need to have your application 10 days before you can progress further with them.

i started calling about my passport last wednesday as i had sent off for it two weeks ago prior that using the PO check and send and heard nothing my travel date is thurs 9th Aug. Was calling that 0300 number every hour from opening for three days. so frustrating to be told EVERY time "sorry cannot connect this time". on the first day of calling they put me on a call back and said it would be up to 48hrs. Friday morning was my 48hrs not heard a thing. by this point feeling ill. Late Friday afternoon i started looking for the Durham direct number and came across this thread. thank you to Izzy77 giving me the number i got through straight away spoke to a lovely lady that could not confirm me an upgrade as i was with the priority team for a call back which would be monday or tuesday. I said to her isnt tuesday too late she said no we can still get it out to you in time and i asked would i definately get a call back i wont be ignored she said i would defo hear from someone. She also said even though my travel date is thurs, to them i wasnt classed as urgent yet but assured me i had moved to the priority team that day. True to her word i received a call from Durham monday morning from a very helpful guy. He said my passport was going for printing and i could have the upgrade. Paid £57 including special delivery with a tracking reference my passport arrived this morning.

good luck everyone

if it wasnt for this thread dont know what position i would be in now.

Well, further to the debarcle of being told 2 different things yesterday, it appears that the woman in Durham was telling the truth about DD's passport being printed in Liverpool yesterday. The 0300 lady was clearly lying when she said it hadn't been approved yet (1hr after my conversation with Durham ).

It arrived this morning

Just to give some of you hope, it was sent on 21st July using check and send, but was only a renewal.

Please could I have some help too? Could you send me the direct line to Peterborough travelling next Tues and no sign of renewal passport for my daughter sent on 17th July. If only they'd said I'd of Fast Tracked.

Sizzle do you mind me asking did you ring the direct line for Durham yesterday?
I sent mine for renewal on 23rd July using check and send, I tried the 0300 number yesterday but the recorded message seemed to say that it had to have been 3 weeks since sent, was this the option you used on the 0300 number.
I have filled in the tracking form twice now on both the home office, requesting a call back, and the .gov website but have had no response from either.

Sorry for all the questions, I'm just trying to decide the best way to find out when I am likely to get passport

Looby - i did the website form and no response, so rang Durham direct (ignoring and hanging on during the recorded message saying it wasn't working!). The Lady said mine wasn't at Durham but Liverpool, but that she could help me (and said it was being printed yesterday). I was told off for using the number though

I thought she might be fobbing me off, so rang the 0300 number and ignored the 3 week thing! She told me i had to wait 3 weeks before any fast track and to ring back Friday. so i asked if she could at least let me know the status, to which she replied it hadn't even been passed for processing . Given it arrived today i am more inclined to believe Durham!!

Sizzle thanks for your response, I will be ringing Durham direct later on today

Hope you have a fantastic holiday!

Hi, quick update. I rang the 0300 a few times this morning and they couldn't transfer me to Liverpool. I noted a few people on this thread had completed the complaints form on the Home Office website, so rather than go to my MP I decided to try this course of action. I feel I made a valid complaint, no response to tracking on the Direct.gov website, no call backs as promised and impossible to get through to Liverpool. I didn't even know until late yesterday afternoon where my DD's passport had gone, I had to ring the Post Office to find out! I received a call back from Liverpool (missed the call!) however they left a message saying they were responding to my complaint and the passport was currently being printed, it should be received within 48 hours. On my return home my daughter's old passport had been delivered. Fingers crossed her passport arrives as promised.....

I'm very relieved to say that I have my passport at last!! :) it was delivered by courier at 10.30 this morning so we will get our holiday on thurs, couldn't have done it without all the useful tips on here and especially the direct phone numbers, I hope you all get your passports on time xx

Mine arrived today as well.

Thank you for the direct number to Durham, they were very helpful when I called.

We're supposed to fly on Friday, sent our app. in on 18th, it hadn't been looked at until 24th..................................... Durham are dealing, i've got the Durham number now so I'll keep you posted................waiting nervously, what a way to start you wind down to hols........hell

HI

RE: DURHAM PASSPORT OFFICE.

I AM NOT A "MUM" BUT I READ THIS AND THOUGHT I WOULD POST ON HERE.

MY BOYFRIEND DID "CHECK AND SEND" AT THE POST OFFICE ON THE 09TH JULY AND THEY SAID GUARENTEED 3 WEEKS PASSPORT

HE STILL HAS NOT RECIEVED IT - AFTER ABOUT A MILLION PHONE CALLS HE DIDNT GET ANYWHERE, THEY PROMISED CALL BACKS FROM THE DURHAM OFFICE AND NEVER RECIEVED ANYTHING. THE MAIN PASSPORT ADVICE LINE SAID IT WAS READY TO PRINT AND THEY DIDNT KNOW WHY THERE WAS A HOLD UP.

AFTER SO MUCH PANIC HE HAS DROVE DOWN TO THE OFFICE THIS MORNING AND SPOKE TO SOMEONE THERE, HE HAS PAID AN EXTRA £61 & £5 POSTAGE FOR A FASTER SERVICES AND THEY SAID THE EXAMINER WOULD RING HIM AT SOME POINT, HE LEFT THE OFFICE THE EXAMINER HAS RANG HIM ALMOST STRIAGHT AWAY, AND THEY HAVE SAID THEY WILL PROCESS IT NOW AND PRINT IT AND IT WILL BE DELIVERED BEFORE THURSDAY 1PM (THANK GOD!!!!)

I'D ADVISE ANYONE TO GO TO THE OFFICE AND PAY THE EXTRA.