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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:
Poppy1972 · 03/08/2012 19:16

Beckamaw or Izzy77 please could you PM me the Peterborough number - having a nightmare too!!
Send my renewal on July 10th through check and send and my passport is still awaiting checking....:-(
Got my family holiday coming up on Saturday 11th so really panicking. Haven't ley on to my kids or partner how stressed I am yet!!

Izzy77 · 03/08/2012 19:24

Poppy1972- I have sent you a PM

stargirl40 · 03/08/2012 19:26

Glad I found this site seems very helpful :)

My situation is: Sent off my sons passport for renewal using check and send on 12th July. I have tracked it and they are waiting for confirmation from his countersignature, they have sent a letter to her work place. My problem is she hasn't received the letter (needed to today) and she is now off on her holidays herself. I rang them and they are trying to put me through to the Durham office who is dealing with this surprise surprise can't get through so they said they will get them to call me back within 48 hrs, they also said i would probably have to get someone else to counter sign now and send it off again. I am in a panic we fly on 27th august and am worried that they wont ring me back and it is going to take too long. Don't think mine is just a case of getting them to fast track it as i have the problem of having to get it countersigned again, am really stressing about it all :(

Izzy77 · 03/08/2012 19:27

Jowhosreallystressed-can you not go & pick it up or pay for it to get delivered by special delivery????

Jowhosreallystressed · 03/08/2012 19:31

Izzy77- apparently not!! but have just got through to the progress department who have told me it has been issued and given me a number to ring tomorrow

josaunt · 03/08/2012 19:32

I went in to check and send on the 7th July, was supposed to be moving to France on Tuesday, got through to Durham after ringing them countless times and have been told its not even been looked at yet (4 weeks on), the woman I spoke to was horrible. I told her people online had sent theirs in later and got them back already and she said it was a case of how many were submitted that particular day, this is ridiculous and I would have submitted it for fast track if I hadnt been told itd take 2 to 3 weeks. I dont even know why it took until the 10th to get from check and send to Durham. Im now staying at my parents (This is my mums account) as Ive moved out of my flat and gotten rid of all my stuff and dont know if I will be able to go at all.

Jul3kids · 03/08/2012 19:33

johowsreallystressed was that the 0300 advice line that told you earlier it was to late to upgrade?? They have a lot to answer to, told me I could do nothing for 3 weeks and then they would look at itand when I said that would be to late said well there's nothing you will just have to hope it comes, luckily thanks to people on here I got to speak to Durham myself in time ( I hope) so sorry they have fobbed you off earlier when if you were giving time something could of been done , as a last option could you join your family a couple of days later?

Jowhosreallystressed · 03/08/2012 19:40

jul3kids- it was the 0300 number although i have just rung again and they were very helpful. surely if they can help straight away they shouldnt be this busy. just hope they can help when i ring back tomorrow but really appreciate finding all the advice on these pages, thank you so much to everyone!

LargeGlassofRed · 03/08/2012 19:45

Aargh now totally panicking sent my twins off on the 23rd of July we fly on the 19th of Aug arrrrrgggghhhhh!!!!

josaunt · 03/08/2012 20:11

My application was sent to Durham (using Post Office 'check and send') on 7th July, and registered there on 10th. I am going abroad to work on Tuesday next (catching a plane at 5.45am). I have not yet received my passport or had any communication from them. I have been trying to speak to someone in Durham office for 2 days, making countless calls. The help line can apparently only make one attempt to get through to them. Finally I spoke to someone this evening, who was incredibly unhelpful and who had a rather abrupt, even rude, attitude. She gave me another number, the person there was very helpful but could not help and referred me back to Durham. I managed to get through again and this time spoke to someone more helpful. He requested an upgrade for me, but still there is no guarantee that I will be able to travel on Tuesday, leaving me really in the ....
If only I had been able to get through yesterday I would be more confident that I might receive my passport in time.
I am so frustrated and upset! I can hardly believe how bad the passport service is.

needu · 03/08/2012 21:21

hi
like many of you i am sooooooooo stressed., i feel sick with worry.
durham received my passport renewal on 19th july and i'v spent the last three days phoning the ips helpline to request an upgrade (which apparantly i am entitled to) but durham is too busy to answer. i have also emailled but received no reply. i tried the durham direct number today as soon as i saw it here but it had just closed. is it open tomorrow or do i have to wait until monday. my family holiday is thursday 9th august and will be ruined. please help i feel i'am about to scream, can't sleep, can't eat. wish you all good luck in getting your passport.

needu · 03/08/2012 21:35

Sorry about my naff username all the good ones had been taken. :)

BoffinMum · 03/08/2012 22:08

I thought the point of raising the fees to apparently astronomical levels a few years back was to improve systems so all this could be avoided in future?

needu · 03/08/2012 22:26

i know....nothing has improved in fact its worse!!! and ips told me the post office should never have told me it takes two weeks for passport renewals, and they should have offered me a premium service which costs £109.50 including a one week delivery, especially as i had told the post office my holiday was on 9th august. i paid £86.25 for check and send... so premium service wasn't too much more to pay. I'm the only adult going on this holiday so if i can't go.....its ruined. I'll have to pay the £60 ish upgrade fee, but it'll be worth it to avoid losing a much needed holiday. IF i get through to durham will i even get my passport in time ???

Holidaynughtmare · 03/08/2012 23:42

Hi all here is my status so far ( izzy77 and Jul3kids thank you for everything)

Have been ringing ips every hour on the hour since weds, nothing

Requested a call from Durham countless times nothing

emailed through the home office site nothing

This morning rang the direct number at 8.30 received two call backs witjin 3 hours missed the first but on the second spoke to a wonderful lady who said she was currently processing my sons first passport and the upgrade would not be needed as it was nearly done and I would have it early next week ( an upgrade would apparently delay it as it wouldn't get done until Monday). Asked about my daughters who's was just a renewal and it hadn't even been looked at yet. She said she would go and get it and do them both together. Result hopefully!

So now I just have to wait for the passports to arrive.

Strange that my sons first passport was been processed before my daughters renewal though!

You must ring the direct number otherwise you will get nowhere. The first person you speak to can be unhelpful, mine was, but the lady who called me back was marvellous!!!

Good luck everyone

Thank you again to everyone who helped me I will update when I do receive my passports!!!

needu · 04/08/2012 00:11

Hi to all

Holidaynughtmare, and the others who finally got some help, have given me some hope....here's wishing your passport(s) arrive soon.
Also, thank you to those who put the info about the Durham direct phone number on here because otherwise i would have never known. Huge help:)

I will definately phone Durham the second it opens because my holiday is next Thursday eek, cutting it fine. Will continue to phone 0300 aswell...on the off chance of a lucky strike.

I accept IPS helpline is overloaded during this peak demand time but thats cold comfort when your waiting for a passport !!!

Still have chronic anxiety but at least I have hope now. Thanks again.
My fingers are crossed for us all.....

Laulau79 · 04/08/2012 00:20

Quick update, sent 16th July spent many days calling as traveling on Sunday 5 August No Joy called 0845 number no anwser, many thanks for the number emailed mp wed afternoon they contacted ips within minutes then they got phone call from ips Durham saying old passport was damaged meaning extra checks ( rubbish) that's why it took so long got a call back Thursday to pay £54 fast track payed it but still had to send bf to Durham from London (£117.0) on train because they can't guarantee delivery sat because of Olympics , long story short email your MP , bf just got back with new passport & old one not damaged ! All in cost £260 but still cheaper than losing holiday, MPs sec said my file woudnt have been pulled if I hadn't, would still be sitting here never knowing or going! Not sure if im allowed to post numbers but the call back was from a nice man called Luke @ Durham on 0191 370 8003 , but please email your MP , many thanks for everyone's help xxxxxxxxx

4477 · 04/08/2012 00:20

I've got same problem as all of you regarding my son renewal passport. sent it on 25 june IPO received 26 june and till now still under examination. i was told that i need to speak to Durham office but never get through after countless calls. The link above for the durham number was broken.
can i have the Durham office numer please . Many thanks .

Laulau79 · 04/08/2012 00:26

Forgot to say I kept being told on the phone to call back 4pm when it less busy but got through to Durham @ 8.30 in the morning for the first time in a week to be told your old file was only pulled yesterday afternoon , which was when the MPs sec emailed them x Good luck everyone xxxx

Laulau79 · 04/08/2012 00:50

Hiya 4477, email your MP now then they will get it in the morning , you can look up the address on gov website or phone Luke in the morning & tell him your local mp gave you the number , just got mine in the nic of time or call the 033 # @ 8.30! Got a shock when they anwsered for the first time in a week very helpful lady but when I said I'm traveling on sun 5 August she said ooh noo ! Your file was pulled yesterday (when MP called) Don't panic (easy too say) but turns out MP are good for something !

4477 · 04/08/2012 07:46

Thanks Laulau79 for posting the number. Now I am sitting with my coffee waiting for 8.00 to call Durham. I hope eveything will be fine.

bobblehat · 04/08/2012 07:57

Hi, also having problems getting my son's passport back. Can anyone pm me the Peterborough office number so I can give them a ring on monday. We've still go t 2 weeks before we go but want to get in sorted as soon as possible.

Thanks

NoBloodyMore · 04/08/2012 08:08

I second the contact your MP, phoned ours at 12pm and he'd sorted it by 3pm, got a phone call at 6pm and passport should arrive Tuesday, I had all of 30 mins to look forward to the holiday before DD fell off the swing and broke her elbow! This holiday is jinxed!

Jul3kids · 04/08/2012 08:16

Does anybody know if Durham call backs include today or would it be Monday???

stargirl40 · 04/08/2012 08:31

I'm not sure if call back includes today, I am waiting for a call back too but hate waiting so will be ringing at 9 when they open probably won't get through though :(