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!!!

@ David123

She managed to get through to Durham at lunchtime using the number on this thread. Turns out they hadn't processed he application as she'd forgotten to put the 3 digit security number from her credit card on the form! Apparently they wrote to her yesterday to tell her this after having the application for nearly 4 weeks! Her mistake yes but why they couldn't have contacted her sooner is beyond me?

@ Donna505

When she spoke to Durham they told her they would fast track them if she paid but they would need 2 days to ensure the payment cleared (she's given them the missing card details and agreed to the extra charge today). That takes us to next Monday and she needs them by Wednesday latest as we fly Thursday. I told her to re-iterate that we're flying next week and ask them to ensure it's with her on time, I suspect we may well have to drive to Durham Wednesday and collect though.

@ kerrywray

Did your husband speak to Durham and arrange to pick up or did he just go there anyway? Did he get them ok as it looks like we may well have to go there on Wednesday.

Thanks all for the help so far.

@ggdt
My husband just drove up there without an appointment as we felt we had no other option. They let him in but there was a lot being turned away. However they didn't really help other than letting him use a phone to call through to the office.

When I spoke to Durham office though they did mention being able to collect the passports if they get processed in time

Durham have had my passport since 30th march just for a change of name I fly on Monday have been promised several phone calls back and receive nothing I need to wait till 9 to call the 0845 number but I am hoping that they can help I can't stop crying and feel helpless I am going to the press with this as it is a disgrace.

@bigguy

Absolutely agree. I fully intend to claim a refund of the upgrade fee and I fully expect to be fobbed off when I attempt to do so because "the standard service if for people who do not require a passport urgently". Link to complain/claim is www.gov.uk/government/organisations/hm-passport-office/about/complaints-procedure.

@ggdt

Once they're ready to process the upgraded/fast-tracked application, they'll call your friend to take payment and she should then have the option of secure 48-hour delivery, guaranteed next-day (which requires signing for) or personal collection from the relevant passport office. I wouldn't think there was much point in just turning up at the passport office but I can completely understand the desperation that would lead someone to try.

has anyone managed to get a refund for a delayed application?

Hello @ ggdt and bigguy pls do the people @ 0845 attend to overseas calls Becos mine is over three months no response

Great to know that some of us have now received the passports! I too have received the passports and now we can look forward to our holidays. Don't give up guys!

We now have our passports coming tomorrow by special delivery. £128 out of pocket but we are able to go on holiday. However, we never received one phone call back from all the requests made on the 0300 number - using the direct number to Durham is the only way.

@ David123

Durham called her this morning and advised they would be processing them today and would send them out guaranteed next day delivery so she should have them either tomorrow or Monday depending on whether they made tonights post. Fingers crossed they arrive ok.

@madlene

Not sure what you mean but Durham have been very helpful in all the dealings my friend has had with them, can't hurt to give them a ring.

@ kerrywray

Thanks for the reply, hopefully it looks like we won't have to drive up there now.

Hello Everyone,
Can somebody message me Peterborough"s passport office contact details ASAP please. The 0300 number is not useful.
Thanks

Passports arrived special delivery yesterday!

Excellent service from the Durham office once we bypassed the 0300 number and went direct.

Good luck to anyone else in the same boat.

Apologies for the hijack but does anyone know if I can use the post office identity verification for a passport renewal for my DS age 6. Struggling to find someone I know on the list with one of the acceptable occupations and just thought I'd see if anyone knew?
TIA

Hi just reading through all these messages as I am having a nightmare trying to track my passport travel in less than 2 weeks. Has anyone got the number for Durham they could let me have pleeeeeeeeeeeeese.

JoHandy 0845 601 5175.

Hi all, it's maddening to see so many of us with the same issues with, for the most part, the same office and I'm sure we're only the tip of the iceberg!

I applied for 2 child renewals and 1 child's first with check and send. I asked the girl at the post office should I use the fast track service because we were flying out 4 weeks later, she assured me it wouldn't be necessary as the 3 weeks quoted was more of a worst case scenario.

I called the 0300 on Friday and was told they were with an examiner but someone would call me back, didn't fancy waiting around after hearing everyone else's experiences so rang Durham today and was told that they're in a queue for an examiner. I'm furious! She said someone will call me back in 48 hours to see whether fast track is an option.

I really don't know what to do, we fly on the 22nd, don't know how I'll tell my kids if we need to cancel or myself for that matter, it's our first holiday abroad for 8 years!

Anyone else had experience of the fast track process and how long it takes?

We have pretty much read all of this thread having found ourselves in a similar position.

Pleasing to see there are some good news stories at the end;

My OH sent her application for renewal and add married name (with marriage certificate etc) via Royal Mail check service on 16th April. We are due to travel on 18th May (this Sunday).

The first call to 0300 gave no reply, the second on Friday promised the 48 hr turnaround and I called again this PM.

This time we were told it was in Liverpool but no info on when it would be back. The lady was helpful and said she was esculating it but having read this thread, as polite as she was I dont belive much she has told me.

Following this, I have also contacted the local MP, whose office came back with a call in 15 minutes and a follow up email saying they will begin work on this in the morning - some more hopeful signs with the MP then 0300.

What has been consistent is that I get told it is in Liverpool. The number that seems to be best used on here is the 0845 for Durham. Is it worth me getting onto them as well tomorrow even though the app is supposedly at Liverpool?

I am happy to do anything now, fast track, turn up and collect etc - we just want the passport for the weekend just like most others on here.

Any advice on the number or anything else that may help is welcome. Good luck to everyone else!

Passport trouble here too...I am applying for a first time passport for DS from abroad, so website says applications take at least six weeks.

Application made online February 27th, documents and declaration received by Durham office on March 7th.

End of April I asked for an update on progress and explained that we needed the passport quite quickly, was told that they have received my application and that they are "currently processing applications within the target time frame of at least six weeks." Which is, obviously, completely useless information as going by that statement it could be next year.

Tried again to ask them to hurry it along last week, after four requests for additional information provided in the initial email and a week of waiting I received an email from a different part of the passport service asking for additional documents. I am not sure why it took two months for them to request them and the letter they said they sent two weeks ago is yet to appear.

We now need to leave the country we have applied from in less than three weeks' time.

Does anyone happen to know if you can change the delivery address after an application is made?

DS is four months old, ebf and, clearly, without a passport, so a visit to the office is out.

Will call the number SantasLittleMonkeyButler provided tomorrow, but if anyone has been in a similar predicament I would love to hear how you sorted it out! DS luckily doesn't need the passport to travel but if they send it here we won't be able to get it.

Sorry, forgot to mention that we sent the additional documents off last Tuesday. I am hoping we don't go back to the end of the queue now.

can someone send me an alternative number other than 030 for durham please!! batts eyes....

Hi sapperjig, sorry you are having the same troubles as I am. I wouldn't bother calling Durham, they can only advise on passports they are processing, finding the 0845 for Liverpool would probably be your best bet, they'll have the most up to date info on your case, the data 0300 has takes 48 hours to update. I'm sure I've seen this number on one of these threads, I'll see if I can find it.

Hi LLynne, it's 0845 6015175. You'll repeatedly hear a message saying that you can only use this number if you've received a letter, ignore it and hang on for an advisor.

pppppppfttt another premium rate:(:@ .............thanx Alli, i will give it a go x

Hi all, called my mps office this morning, they've said they'll look into it but as he's a msp not sure there's much they can do, anyone else had this response?

Thanks

The passport office told his office that I'll just need to wait it out!! Should I try my actual mp now? Help!!

I would try your westminster MP Alli, it can't hurt! Hope you get your passport soon.

I am going to try the 0845 number now. I hope it works from abroad, because I can't track down the geographical number.