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!!!

Hi all,
Just a brief update. I went to peterborough on tuesday only to be turned away passports had not been examined yet (83 pounds down the drain). I then webt down to my local Mp who emailed them gor me. She later informed me that it has been past to the examiner bur they are sending a letter to the countersignatory.
I just spoke to my booking agent who has kindly rebooked my flight for me (phew). I was told yesterday I would loose my money. All in all, I have learned my lesson and will always give a considerable amount of time with anything to do with passports. Thanx for all the advice I have received on this website. Wish all those who have finally received their passports a lovely holiday and for all those waiting good luck. If worse come to worse try to rebook flights it is at their discretion.

Sorry for all the typos. Cant get use to these touch screens.

Hi- If they received my sons renewal on the 24th July- when is the earliest date that I can apply for an upgrade?

Im so stupid. I don't have the barcode.

ARGH.

TIREDEMMA, 10 days after they recieve it , send passport enquiry via home office web site the bar code is optional

Working days

thanks

sorry- is it on a specific page? the one I linked to asked for 'application number'

It's not the ips one it's the offical home office one ,

TiredEmma, my DD's renewal was received on 24th to Liverpool and we received it yesterday (no upgrade). I did manage to track it with the Check & Send barcode though.

We received a response from the IPS email request I sent on Sunday this evening

KimSoton & Jul3kids-so pleased you have your passports now.
Enjoy your hols.

Good luck to everyone still waiting-never give up !!!

Thanks NEEDU ,can now start to wind down and look forward to hols , I somthing i wouldn't allow myself to do this time last week

Sorry another question - just been filling in the dc's application forms and found that my passport has somehow been stained by what looks like coffee - still readable but has horrible brown stains on nearly all the edges of the pages - does this mean I need a new one

I know the direct-gov site says airlines won't let you travel with a damaged passpot but is trhat the same with ferry companies?

fingers crossed for all those still waiting.......

Sizzlesazz, how did you track yours, I've e-mailed and given barcode but just got automated response. I sent my ds's renewal to Liverpool via check and send on the 23rd.

I phoned Peterborough on the direct number - I didn't even know where mine had been sent. I was asked where i got the number from and lied said i just googled it . However the lady was lovely, said mine had gone to Liverpool but she could help me. She checked and it was being printed that afternoon.

I then tried the 0300 number (as i wasn't entirely convinced by Peterborough - sorry Peterborough!) who were VERY unhelpful and said i had to wait 3 weeks before anything could happen. I asked her if she could at least tell me the status and she said it hadn't even been passed for processing. It arrived the next day

Apparently ours was received on the 24th and came back on the 6th.

Thanks I'll give that a go tomorrow, I assume my application has gone to liverpool as I live about 30 miles away, but it seems anything is possible. You have given me some hope that I will get a holiday this summer!

If you do phone, just hold on when the message says the service is unavailable and someone will answer. Good luck

I have just emailed IPS headquarters to complain about the lack of help they are. They can't seem to tell you anything and can never put you through to the people who can help. Don't think my email will do much good but it makes me feel better :) I have said though that when you do get in contact with the actual office who is dealing with the application they are very helpful. I had 7 weeks to renew my sons the IPS said it was plenty of time no need to fast track it, with just over 2 weeks to go before we fly we it's still stuck at the counter signatory stage and i'm in a panic. Like alot of you i can't even look forward to the holiday and am having sleepless nights constantly worrying. don't see the point of this so called helpline when they dont help!

stargirl40- My MP told me that they could phone the countersignatory. I also find this information: www.google.co.uk/url?sa=t&source=web&cd=3&ved=0CFcQFjAC&url=http%3A%2F%2Fwww.homeoffice.gov.uk%2Fpublications%2Fagencies-public-bodies%2Fips%2Fpassports-policy-publications%2Fcountersignatories%3Fview%3DBinary&ei=U20jUKHNGuva0QXWhIDgBQ&usg=AFQjCNGNFD6mEfPfCp04MR5izPDvY4Un6w. Hopefully by phoning them it will speeds things along

When they tried to contact the first counter signatory by letter It had to be there 2 days after they sent it ( they always send second class ) as i found out she was going on holiday so asked the 0300 if they could phone, fax or email a letter to her work place and they said no. At the time i didn't know of this great site so didn't realise you could ring Durham direct who would have been more helpful. I am awaiting a call back from Durham again to see if they have sent a letter to the second countersignatory I sent in and will ask them then if they can phone or fax her. If things don't move soon I will be contacting my MP even though i have never done that before but they seem to speed things along, Thanks for all this helpful information :)

Still not getting anywhere! Can anyone messages the Durham number to try.

inboxed you LargeGlassofRed x

Thanks so much will give it a go

OMG! My daughter's passport's here! Talk about cutting it fine! Many, many thanks to the mumsnet.com website for all your support and giving me the direct number for the Passport Office in Durham. If I had waited and gone down the Call Centre route and 'stuck to the rules' we would not have been going away! The Call Centre is worse than useless, but I guess their 'hands are tied' as to how much information they can give out. Durham Passport Office itself were absolutely fantastic; nothing was too much trouble! All three personnel I spoke to went 'beyond the call of duty'. A happy ending ........ and a valuable lesson!

Good luck to anyone else who is in the same boat. Much love. x

Just spoke to a lovely lady (Sheila!) who has put it over to 'upgrade' team. But it can still take until monday for them to call me??

Whats the general p[rocedure with upgrade team then?

Just spoke to someone on the main number who put me through to I C H progress department? Apparently they are being printed today and should then be sent within 5 days.
I asked if I could pay extra to have it speeded up but he said as they have been passed for printing they can't upgrade but if I call back Saturday I maybe able to get a tracking number to have it delivered faster.
Really hope this is true the waiting is killing me.
I haven't rung Durham yet don't know whether to know or not