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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:
busymummy3 · 02/08/2012 18:16

I completed my own and my daughters online. Got Passports within 3 weeks at beginning of July - was completing online not an option for you all ?

Wantingmyholiday · 02/08/2012 18:24

Thank you jopagey, went on the DX deliveries website and found an email address for them when I clicked on a link to say I didn't have a tracking number. They emailed back with a tracking number and I've now rang them and booked in a time slot for delivery for tomorrow 9am-1pm for £6.00. So got my fingers crossed that it will come tomorrow in time for Saturday. Will keep u posted.

Would also like to say here that none of my call backs from Durham or emails were responded to so thank you to all of the posters on here. Without u and that direct number I'd be no better off than I was on Monday, so thanks.

Here's hoping we all get our holidays!!

Wantingmyholiday · 02/08/2012 18:25

As I've just written that my passport has just come through the letterbox!!!! No knock, no sign of a van, weird! Good luck everyone xx

SoupDragon · 02/08/2012 18:28

Completing online makes no difference whatsoever. All it does is provide you with a printed form.

Definitely remember in future that you can renew well before the old passport expires and they add the time on (up to a limit). Many people don't seem to realise this.

Fingers crossed for the arrival of all missing passports!

Holidaynughtmare · 02/08/2012 18:32

Hello I too am having an absolute nightmare we travel out next Thursday so I do have a week but my application is still waiting to be processed. I have two one for my little boy and girl and thy will be devastated if this holiday has to be cancelled. I am so pleased so many of you have managed to get your passports, please please could I ask for someone to please let me know the direct number, my passports are at Durham. I have rang ips every hour for the past 2 days asked for call backs emailed cried and pleaded an still nothing. Please can anybody help!!!

Jul3kids · 02/08/2012 18:39

Just pm you holidaynughtmare

Izzy77 · 02/08/2012 18:44

Holidaynughtmare-I have sent you a PM

Izzy77 · 02/08/2012 18:46

Jul3kids-we are determined to get people their passports!!!!

Holidaynughtmare · 02/08/2012 18:53

Thank you to both of you for replying I apologise for all of the spelling mistakes too I am typing that fast as I am so wound up and stressed. I have rang and it is closed I am going to ring at 9am on the dot.

Thank you, you are wonderful people

Have fantastic holidays!!! x

Wantingmyholiday · 02/08/2012 18:55

Direct number for Durham- 0845 129 0044. It has a silent hold and u can get cut off but keep trying! They close at 8pm.

Jul3kids · 02/08/2012 19:06

izzy77 even if I don't get mine I would hate to think I could help someone else and didn't bother,we all know exactly what each other is feeling I play it over in my head a hundred times a day

weblette · 02/08/2012 19:19

My experience...
Check and Send submitted on July 16th, called today - straight through. Passport received by Peterborough 17, STILL NOT CHECKED! Was told, C&S is 4 weeks atm.
Our holiday has been brought forward - my mum has spent a fortnight in hospital, we want to take her away a bit earlier than planned, lady was v sympathetic, passed me straight onto Peterborough who agreed to a Priority, was called back two hours later and passport will be with us Saturday or Monday at latest.
The staff were all unbelievably helpful and nice, if your passport is at Peterborough you've a good chance of getting it.
Have to say though, if I'd been told by the Post Office that 4 weeks was the current wait I would have gone straight to Fast Track...

Jul3kids · 02/08/2012 19:26

weblette I'm afraid your proberly an exception rather than the rule , glad it all worked out for you

gatheringlilac · 02/08/2012 19:37

Have to tell you: we have our passports. Which is great. But ... I think I'm now more grey-haired than I was (and our bank balance is dented).

I think they must be very short-staffed, and I do feel a bit for the folks working there.

Not fun.

Anyway, came back to wish all of you luck.

klovely · 02/08/2012 20:26

can anyone tell me what 'bump ' means? im new to this.thanks x

weblette · 02/08/2012 20:41

Gathering I really wish it were otherwise, crap situation. The woman I spoke to said it was manically busy.

Beckamaw · 02/08/2012 22:13

Do not expect that you will get your passport from Peterborough without the 'magic' number. Our experience was totally different.
Chase, contact MP, chase, plead.
Ours took 4 weeks with intervention.

Izzy77 · 02/08/2012 22:55

Beckamaw-I totally agree with you, I would not be going on holiday on Monday without that number.
I never ever want to experience stress like I did ever again!!!

LittleFriendSusan · 02/08/2012 23:16

Weblette - mine had been sent a week before yours and still hadn't been checked when I finally got through to Peterborough office today. I paid for the upgrade and was advised to collect as there was a chance it may not arrive till Tuesday even if printed today.

If it helps anyone else, I was told the cut-off for same-day printing & despatch is 1pm - it was about 12.55 when I spoke to them and they said there's no way it would be sent that day as need to allow time to check & print (think they said 3 hours for the printing process?)

FWIW I was also told on several occasions my only hope was to wait it out and keep everything crossed as they couldn't upgrade a first passport to the one-day service, however I think they are relaxing this a little at the moment due to the backlog. Obviously if we'd waited it out we wouldn't be going anywhere, seeing as they hadnt even been looked at yet...

Mtee · 03/08/2012 07:46

Another family not sleeping here. My 19year old daughter due to go on 1st hol with her friends. She lost her passport six weeks ago. Check and send done on 4th July with Post Office saying no problems with timescale. We stay in Glasgow application at Durham. Shes due to go away on Thursday, started contacting help desk a week ago,last three days of calling the help centre non stop with no help,been told passport hasn't even been checked yet. No one able to let me talk to Durham as they are not answering. Shes told her friends to go without her and think as a mum I'm feeling even worse than her! Tempted to travel to Durham but four hour drive and told by the helpline it will do no good. Going to Glasgow office today but told they will not talk to us, can't bear the frustration of not being able to do anything though.
Help anyone?

Jul3kids · 03/08/2012 08:59

mtee check your pm, Durham are open for calls from 8 I phoned at 8.15 and got straight through

Mtee · 03/08/2012 09:14

Thank you so much Jul3kids. Got through to Durham, got a call back, we have paid the extra money and they will try to print on Monday and dispatch Tuesday. Said I could go to Durham to pick up but will take courier as we are 4hour drive (hope thats not a mistake?)
This is the first forum I have been involved in and the help from you guys out there has been fab. Without this I am sure I would still be calling that 0300 no 100 times again today. Have sent email to my MP with complaints about the system.
Won't completely believe it till my daughter has passport in hand but wish everyone who's having this nightmare good luck

Izzy77 · 03/08/2012 09:27

Mtee-glad -glad you got it all sorted. I stay in Glasgow as well & thought I would have to drive to Durham for my sons then to Peterborough for mine. Managed to get it sorted though with the help of all the people on here, this is my first forum as well & I do believe without their help I would not be going on my family holiday on Monday. My passport arrived via courier just before 9 this morning & my sons will be here by special delivery before 1pm, I wont be able to relax till I have them in my hands!!!
When I get back I will be contacting my MP as well as the service we have all received has been shocking.
I hope your daughter has a lovely holiday!!!

Jul3kids · 03/08/2012 09:34

izzy77 so pleased its worked out for you , I'm feeling I have more hope with each positive out come mine is now down with the team and im awaiting my call back

kimjay1008 · 03/08/2012 09:35

Still not received a call back and I called durham yesterday!!! Called again this morning and she said I already called yesterday and I have to wait for the call back as theres a queue!!! Stressed yet again! Think I may just have to accept we arent going on holiday next week. :(