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Original poster

Help - Does anyone work at the Passport Office at Durham

896 replies

janeb204 · 23/07/2012 22:30

Im at my wits end...I need to speak to Durham Passport office, I am going on holiday Saturday and my daughters passport renewal is stuck in a backlog at Durham. I will pay for accelerated service but can't get through to ask for it. The general phone number takes hours to be answered, the call back service doesn't work, the 48hr email reply service doesn't reply. Can I drive to Durham and sit and wait. I'm frantic to resolve this...but what can I do? Has anyone got any suggestions of what I can do....apart from cry? Does anyone work there and can tell me something I can DO

OP posts:
Sidogg · 26/05/2014 14:02

Hi people. I am due to fly out wed morning and still not received my check and send passport renewal back! Trying to get in touch with Durham so I can pay extra and go to collect it. Since the 8th May it has been waiting to be examined! It is a straight renewal and doesn't even have a counter signatory that needs checking! Is anyone in the same position and do I have a chance of getting my passport in time if I pay extra? Any advice appreciated. It sounds like when I have spoke to them the closer you get to your hol the more likely you are to be helped as last week when I called up they said they couldn't help me at all and I wouldn't get my passport in time!

Miren · 26/05/2014 14:18

We sent our renewal off 3 weeks ago. We fly tomorrow night.

We've been lucky enough to speak to the right people, it seems, and will be picking it up tomorrow. It's a 12hour (if we're lucky) round trip. Not an ideal way to start our holiday, but so relieved that we can still go. There's been a lot of tears.

alteredimages · 26/05/2014 23:10

keltice I don't think DHL would take too much longer for a different part of the country. My DS's passport was sent on Tuesday afternoon and arrived at my flat in Paris on Wednesday afternoon.

My aunt has been having passport trouble too and was offered the option of fast tracking her application this morning. She was told it would take five days. Her application is being processed at Liverpool and has been there four weeks so far.

alteredimages · 26/05/2014 23:12

Miren good luck for tomorrow and enjoy your holiday!

Sidogg · 27/05/2014 08:54

Has anyone had any luck? I got through at 8am to be told despite the fact I'm desperate and fly in the morning they cannot help me and it is almost certain I won't get my passport today. I wanted to drive up which I still might do and just gamble on them helping me when I get there! Anyone any advice? Can't believe for a straight renewal they can't get it from whichever box it is in and print it for me to collect! I'm fuming! Help!!!

jamtoast12 · 27/05/2014 09:00

Did they say why they couldn't help?! Is it too short notice or something? Surely they have to give a reason

jamtoast12 · 27/05/2014 09:02

Just seen the date 8th may in your previous post. Has it not been 3 weeks then since you sent it off? Having read on here and spoken on phone, I don't think they're not doing anything to help if you applied with under 3 weeks anyway as they say it takes 3 weeks to do in the first place and recommend another service if you need before then.

Sidogg · 27/05/2014 09:11

Hi. My official 3 week cut off point would be this Thurs 29th! But they aren't going to get it back to me by then anyway! I appreciate they don't really want to help unless it's past 3 weeks but for the sake of a day when I travel in the morning and they won't make the deadline anyway?! That's what doesn't make sense to me. It's a straight renewal with no counter signature on it! I am now awaiting a possible call at some point today but I got told by someone else in that office about 10 mins ago that it won't happen. There is a chance but probably not were her words. Gutted but I don't have any more options do I?????

jamtoast12 · 27/05/2014 09:18

I see your point but they are very strict on the 3 weeks thing. I think the problem is people can get them back super quick (so people think theirs will be the same) but others take longer as they have to randomly check so many.

Where are you going? Can you drive up? Tbh though it took me a week to get a premium appointment so even if you could upgrade to one day and that was last month!

Good luck though I hope you get someone sympathetic.

Sidogg · 27/05/2014 09:27

Durham and yes I said to them I will drive up and they said security won't let me in unless I have an appointment. I am ringing Liverpool to see if I can pick my passport up to drive it there to get it printed!!! Unless they call me at some point, see if this way is an option but I doubt it...I don't have any other options! It really is a farce though when it's not a complicated renewal or first passport. It is still waiting to be examined despite being there since 8th May!!! Wow!!

TheThinksYouCanThink · 27/05/2014 09:38

Thought I would update, we were supposed to fly today but DD's passport has not arrived and I have waited 11 days for a callback despite ringing 0300 everyday!
I have waited 7 weeks for her passport.
However, this is all a moot point now, as ds1 fell off a ladder on Sunday night and went to theatre yesterday for a manipulation so we cannot fly anyway.
This holiday obviously was not meant to happen!

alteredimages · 27/05/2014 10:09

Oh no TheThinks! I hope your DS gets better soon and DDs passport shows up soon. Will you be able to claim the cost of the holiday back from your insurer?

We are moving abroad on Sunday and after three months of waiting I was worried that DS's passport wouldn't arrive in time. Our relatives were planning to come to visit us here in Paris last weekend just in case. In the event, DS's passport appeared on Wednesday afternoon but my aunt's didn't arrive in time for her to fly on Saturday so we all booked last minute eurostar to see them. Smile

Some plans just aren't meant to be! Aunt was offered to fast track her application yesterday, two days after she was supposed to travel.

Luceeb213 · 27/05/2014 10:12

My little boys passport has been waiting to be examined since the 26th April! Still no luck, called every day for a week & half. Finally got a call back today, and I couldn't hear the lady :( so waiting again!!!! Travel on Monday. The stress is unbelievable. I received a call back last Wednesday from the passport office and they said it was to early to really do anything as there is more urgent cases! Hope I get somewhere today! So many of you have very positive outcomes, hope mines the same!!!! Been on hold 40 mins now..... Let's see how much longer I have to wait!!!

Tangoandcreditcards · 27/05/2014 10:18

Similar position as many others. Don't travel until the 5th June but sent application on 24th April (DS first passport).

Stupidly wrote down the wrong barcode number (counter signatory made a mistake so copied all the details onto a new form but kept the number of the one I didn't send, so cross with myself, not like me at all).

Have called the 0300 helpline 40 times, eventually got a ring back on Wed and was referred for a 48hr call back from the actual passport office (helpline can't help without the barcode) last Weds, nothing so far.

I was going to try the numbers on here, but how do I know which one to try? Is it always Durham? (I'm in London).

Sidogg · 27/05/2014 10:21

Durham direct number is 0845 601 5175. They are not very helpful unless you are beyond the 3 week wait on a check and send. Unsure about any other applications. You can be on hold a while so be patient. Best time to call is bang on 8am and beat everyone else to it, that's when they start answering phones. See my posts above to see what they are like being helpful - not very!! Hope you have more luck then me. Ring your local MP that is the way forward...I am waiting on a call to see if they have any clout pushing them along at Durham. Fingers crossed for everyone including me!

SimonBalaam · 27/05/2014 10:25

We have got in contact with our local MP's team today. My wife has spoken to Durham today to request an upgrade but they were very non-committal, so not giving us any confidence :(

I'm hoping the combination of an MP and calling everyday to push the upgrade through will get it sorted but I'm struggling to keep positive at the moment.

Sidogg · 27/05/2014 10:28

SimonBalaam when are you due to travel? I am due to travel in early hours of tomorrow!! I am desperate now and literally sat by the phone praying as we speak!! Good luck I hope yours gets resolved.

hayleyg8216 · 27/05/2014 10:30

Morning all. Finally got through to the 0845 number this morning. May be a chance of a possible upgrade. Just got to wait for a call. How long have you guys had to wait for a call regarding upgrades?

SimonBalaam · 27/05/2014 10:38

Sidogg,

We are no where near as desperate as you yet as we travel on the 7th June, but I'm a known worrier and hate not having things in place, but after the call to the Durham office this morning I am worrying even more even though we still have about 1 1/2 weeks to go!

I hope you get yours resolved asap. Do you live far from Durham?

Sidogg · 27/05/2014 10:45

Hayleyg I got told that at 8am this morning and they said even though they have put mine forward I will almost certainly not get it upgraded so I won't be able to go on hol! Get your local MP on it. They only start to help you after they haven't met their deadline from what I can gather and my experience dealing with them. I would start putting pressure on after this time and closer you are to travel.
SimonBalaam I see if I was you I would wait till next week now and then start calling and with your local MP on board I am sure something will happen for you. Good luck, I am still waiting on that phone call and I think it's going to be bad news but you never know!!!

Retropear · 27/05/2014 11:03

Been in a queue for half an hour.

Out of interest do you pay for calls if in a queue?

SimonBalaam · 27/05/2014 11:05

Sidogg,

I am too impatient to wait!! My Wife hates me for it, but with all these last minute let downs its just making me want to chase even more!!

If you get the call have you got far to go?

I don't want to but if I have to I will be driving the 600 mile round trip to Durham

Sidogg · 27/05/2014 11:11

I am a 4 hour round trip which I wouldn't mind at all but I just need them to tell me they will print it and I'm ready to jump in the car!!! Aaaaagh I'm giving it till 12 then ringing my MP office to see if they have got anywhere with it. It's a joke this whole system but by the sounds of it Durham seem to be the only real problem office as there are hardly any complaints about the others!!

Retropear · 27/05/2014 11:36

Hmmm sat there fir an hour waiting,then it cut us off!Angry

TheThinksYouCanThink · 27/05/2014 11:51

I take back the post about DD's passport not arriving the courier has just brought it...and if not for ds1 arm then it would have been a bit tight but we might have just made our flights!
Don't know if I should laugh or cry!