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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:
SimonBalaam · 02/06/2014 11:58

indie123, the only way you will get any real idea of where the application is at, is by calling the 0845 number. We have probably spent a fortune calling it but we had to get our passport. In out experience and most people who have been posting on here we found that the 0300 number is not very helpful even after they call back.

BeauticianNotMagician81 · 02/06/2014 12:10

I called the 0845 number but surprisingly it was after DP called the 0300 that we got a callback. They asked to speak to him and not me on callback as obviously he have his name and number when he called. We sent our application 25th April received on 28th April at passport office and we for our text that its printing this morning. So ours has been exactly 5 weeks from them receiving it

JammyGeorge · 02/06/2014 12:11

I was on hold for 40 mins to the 0845 number earlier today but like others have said they really are the only ones that know what's going on.

She'd did say she'd send a duplicate request to the upgrade team for what that's worth. Also the guy I spoke to on 0845 last week said the best thing you can do is ring every couple of days.

indie123 · 02/06/2014 12:42

Simonbalaam and jammygeorge..yea judging from others previous experience seems like I am going to have to call them. I will try first thing at 8 am tomorrow to try and minimise the waiting time. Hopefully they can give me more insight into what's going on

SimonBalaam · 02/06/2014 12:56

YES!! its been delivered, we can pack now!!

salpipjack · 02/06/2014 13:02

Today I got my call to say it was being printed, never have I felt so helpless, stressed and out of control. Many hours sleep lost & also a bit of weight which I can't complain about.

I filled the online form out then sent off the photo's & countersignature info for a child's replacement & a lost adults. The child's came back in just over 2 weeks. Mine did not. I called both the 0300 & direct Durham so many times requesting upgrades. I spoke to some lovely people, some complete waste of times & even a nasty one. I emailed my MP, no reply, so I tweeted him, response in minutes.

Friday I had 2 MP's & local Councillor calling them, all said I needed to wait for the call back in 48 hours. 5 times I was told to wait for a call that may or may not come.

As it was over 3 weeks since it was received in the office, I didn't have to pay the upgrade & it will be delivered by 9am Weds.

This thread saved my mind & to all the positive people who said it will be ok, I just want to say thank you x

Mandymoo87 · 02/06/2014 14:53

Im in exactly same position as u jammyGeorge! If there's one mistake were screwed they won't consider an upgrade til friday simon, 4 days b4 I fly!! even mp is involved! Need it Tuesday as we fly Wednesday at 6am, or shud be! They are so unhelpful! :'( thanku :-) hopefully mine will be a happy ending like urs! :-) x

Mandymoo87 · 02/06/2014 14:58

When do u fly jamm George? Simon - When should I try and ring again about upgrade do u think? They said we should get a call Friday but it's so far away to wait spesh wen u feel sick with worry x

BeauticianNotMagician81 · 02/06/2014 15:42

I'm sure you will get your passport. Just keep calling. I did as I couldn't rest without updates. I was told on Thursday I wouldn't get a call back to the following Thursday then told on Friday it would be 24hours before travel. Then on Saturday 48 hours but they called on Sunday. Don't give up hope. The vast majority of people on here are getting their passports in time it might be close to travel but they are arriving

Catman123 · 02/06/2014 15:44

That great salpipjack it hard waiting around for the call and pp but u got there in the end

MrsOnTheMove · 02/06/2014 15:59

I would take any online tracking with a 'pinch of salt' Last Thursday I tried to track again and this morning they have once again replied with a 'awaiting examination' response - we had that response three times whilst waiting for a call back Hmm

The thing is the passport was delivered on Saturday Confused clearly no-one actually checked where it was up to!

SimonBalaam · 02/06/2014 16:23

Mandy,

Just keep calling every day. Keep chasing your MP. Eventually (weather or not the MPs influence helps) you start to hear things get moving. I do think that it can also depend on the person on the other end of the line as to what info you get out of them.

I spoke to one lady and although she was very blunt, she was very helpful, which I would prefer then a nicey nicey person with no helpful information!

lottie1x1x · 02/06/2014 16:28

hi im in the same mess as all of you I sent my 2 children's first passports 3rd my and still not heard anything off the iv rang the awful 0300 and durham numbers they have put them in the "upgrades" que but im told I wont get a call back until next week.... I fly next sunday im worried sick iv wrote to my mp im just so worried they wont come in time :( ill loose every penny of my holiday and break my babies hearts STRESSED!!!!!!

Catman123 · 02/06/2014 17:26

Hi lot tie we was the same could not sleep and so on if your in the upgrades list there we'll get bk to u but there do it by travel date u should have told them you was going on holiday wedensday then there would have got bk to u sooner that that I did we go on holiday tom I told them we was going last Friday and pp got sorted and was with as by wedensday

indie123 · 02/06/2014 17:43

argh..i need to book my holiday asap. my aunt is travelling with us and is booking her ticket tomorrow for 24th june. i have to book ours too as the price is really good and im scared it will go up...its been fluctuating for the past few weeks!. cant call durham tomorrow as i have to leave for work at 8.30. i would call now or even tomorow after work but im a bit worried it may be a bad time to call. anyone called durham directly in the evening?...if so was it a really long wait? also anyone know what time they close?

SimonBalaam · 02/06/2014 17:46

Indie. Try calling at 8 am. I think they are in then. You might be sorted before you leave for work.

lottie1x1x · 02/06/2014 17:53

catman123 I wish I would of told them I was traveling sooner it would save on stress chances are im not going to get the call till thurs fri next week we fly at 6.30 am sun 15th the stress is killing me but I notice a lot of people are getting the at the very last min

Minikiki · 02/06/2014 18:08

I know it's easy to say having hopefully sorted ours (submitted Apr 27, told printed and will be delivered Tue, flying out Wed, but regarding those being told they can't upgrade yet...
If you have successfully spoken to someone on the Durham 0845 number (DEFINITELY NOT THE 0300 number!), and involved MP, and they specifically asked for date of travel, then in our experience I would try and have some confidence the upgrade will in fact happen, albeit not until literally a couple of days prior to that date. Ours took a good few days from the upgrade conversation with Durham to the actual upgrade.
Though as mentioned above, that doesn't leave any leeway if there is a mistake of any time does it!

Catman123 · 02/06/2014 18:12

We phone them up Friday to see wt happen ing but as I say we was the same got wedding to go to but once the upgread team phone we had pp bk next day I am sure it we'll work out for u the Durham office open at 8 do not ring the 0300 number there are shit

Minikiki · 02/06/2014 18:15

Indie,
I called on at least 3 occasions at quite literally a few seconds before / at 8.00 on the dot and never had to hold for more than 6/7 minutes. Good luck

Minikiki · 02/06/2014 18:18

Both the 0300 callbacks (even when they do call) and the online tracking are a total waste of time, just in case anyone is pinning their hopes on either. Please don't, just call Durham direct however long it takes!

Mandymoo87 · 02/06/2014 18:22

Thanx guys for your help think will call again tomorrow! Then it's exactly a week till we need it :-S

lottie1x1x · 02/06/2014 18:44

is it best to keep ringing them even tho they say the will call to upgrade iv been told by a lady at durham mines in the que for upgrading so should I give them a few days or keep on (passport needed 14th june )

Straightforwarda · 02/06/2014 19:07

lottie... you still have 2 weeks... it will be fine!

Straightforwarda · 02/06/2014 19:08

.... and Im sure your wouldnt allow your children to lie and stamp their feet to get their own way?!

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