Passport Problems...Passport office not responding :(

[alicewilliams]

Hi Everyone,

This is my first post, so please accept my apologies in advance if I say anything wrong. I'll try to keep it as short as possible.

1. I applied for passport renewals for myself and my family (total of 6) at the beginning of feb.

1. By end of feb, everyone's passports came back, except two of my kids (both under 16).

1. Rang the advice line and was told that the passports had gone to peterborough for a random check.

1. End of March - Counter signatory got a letter asking if he knew myself and kids - he replied back to them via recorded/special delivery to say he did and then we waited.

1. By now it was beginning of april and I kept on contacting them for updates, but got no explanation of what was holding them up. Was simply told that the advice line have no access to peterborough and was constantly told that I will get a call within 48hrs, which never came.

1. Middle of april and at last we got a written response that the peterborough office wrote to the counter signatory and got no response, hence the delay meant they ran out of time to complete app. This is knew is not true, because I personally knew that the person counter signing had posted the papers.

1. In the letter I was now told to redo the whole app + photos again and get a different person to counter-sign and send it back ASAP. I did this and sent it back on the 20th april via 9am Special Delivery.

1. I've since then been again chasing it up, but I'm keep being told to just keep on waiting and that the advice line cannot do anything as they have no way of contacting peterborough office, other than to send emails requesting a 48hr call back. I'm not getting any callbacks and only want to confirm if the applications have been received safely by the case-handler and I'm very worried as we travel in middle of may.

Can anyone please advice?

Thank you

I'm sorry I have little advice but as it is your first post I thought I would just say hello!
But, you say your counter signatory sent his papers back by recorded delivery didn't you? Surely that's in your favour?

Thank you for the warm welcome bramblina. Yes it is in my favour, but thats of little comfort if we end up missing our holiday.

Please ignore this thread, because I've joined here to continue:-

www.mumsnet.com/Talk/general_advice_tips/1521231-Help-Passports-renewal-application-stuck-at-Durham-Passport-Office-and-we-are-traveling-this-Friday?msgid=46688174#46688174

Hi everyone

I need some urgent help! Does anyone have a direct line number to the Durham passport office? we are supposed to be going on holiday Weds 7th May but as yet my son's first passport hasn't arrived. I am starting to panic as the post office said it would take a maximum of three weeks and we are now well over that timescale. I have tried the 0300 number numerous times and I get nowhere with it.
Please help me if you have the number, I've read on various websites that they are quite efficient at sorting it out once you get through to them.
Thank you

Durham numbers seem to be: 0191 3707141, 0845 601 5175 (from a different thread)

Everyone please stick to this thread:-

www.mumsnet.com/Talk/general_advice_tips/1521231-Help-Passports-renewal-application-stuck-at-Durham-Passport-Office-and-we-are-traveling-this-Friday

Right! Having just received my two kids passports today with hell of an effort I can absolutely help. First off google your local mp. You need to email them with all of the details you have including your own name and address. So barcodes and DOB including full names for the applicants. Your MP should come back quickly- mine had their senior assistant call within half an hour- make sure you are available for their call. Then use every number you find and fax them on it stating it is urgent and that you have contacted your MP. You want confirmation from the office which is holding the documents that the passports have been 'examined'. When they have been examined they go to print. From that point they will be with you in 24/48 hours. You can call DX who they courier them by to see if they have been sent using your postcode. You will get less than useless info for the 0300 number. I had three calls today telling me than they should be sent in the next 4-5 working days when I them in my hand but nothing from 0300 prior. You need the fax number for where they are and the backing of your MP. Do not be intimidated about contacting you MP- mine was brilliant (peter bottomley and his senior assistant) without them I doubt I would have had anything. If you need further help I will try and guide you. Thanks to my MP (the Passport office seemed to hate their involvement) and faxing every number I found, I am now able to go on holiday Friday. I hope this helps you. They are worse than bad these PO people. Good luck.

Just digging out durhams fax number...

01913707070

Iknowthings please can you help me. Is there any other way to find out which office my passport is at?

I have emailed both theresa may and my local mp but no word back.

I have been promised numerous 48 call backs which haven't materialised.

I am in the process of faxing the Durham office on your number above but am not even sure it's at that office!

I have been on hold to the durham 0845 number for over an hour already this morning - again to no avail.

I am due to be travelling on Monday and starting to really panic.

Can I turn up at an office? My local one must surely be London (I live in Petersfield) but is there a number for that one?

Thank you to anyone who can give me any help.

Golden halk

I would ring the 0300 advice line and although they're not very helpful they will be able to at least tell you which office your application is at...I wouldn't turn up at any office as if it's the wrong office they might turn you away. My local office is London but yesterday after calling the 0300 number for an update they told me the application is in Durham. .great! If you get through to Durham and it is in fact there get them to upgrade the application

Hi after trying to get through to the passport office since last Tuesday to track my renewal application, as I am due to go away for my best friends Hen weekend this Saturday 31/05/2014 we have been close friends since primary school. If it was a normal family holiday then I might not be quite as upset as I could always rebook but my friend is hopefully only going to get married once and its not an opportunity that will eve come round again.
With my experience with the passport office I am just faced with incompetency, after so many phone calls I dread to think how many I have hit a blank wall! I haven't slept for the past tonight hence why I am typing this at 2.30am! After reading advice and websites I came to the conclusion it was possible to upgrade my application fro £55 or so pounds which I am more than happy to do but actually get through to do this as aim sure you are aware is diabolical, But after much persistence I have had the Durham office call me twice the 1st phone call on Sunday afternoon. The lady I spoke to was quite rude and had no sympathy what so ever she told me oops it looks like you can't go! I can't upgrade your application as we have not had it long enough, I explained that I know it is at there discretion and they can issue a gratis upgrade at any time and much easier to do so if it is a renewal but she said sorry no we just haven't had it long enough. I asked if it was possible to drive to an office and collect my passport, in which she replied it could be possible I don't know! You will have to call the min number and try and get an appointment, So I tried this and the adviser tried but then said there appointment booking system had gone down and he would cal me back - but no he didn't so I called again and the next adviser told me it was not possible to make me an appointment to go to an office as it would mean opening a 2nd application and this would raise a the of fraud warning! From this point I contacted my local MP Kenneth Clarke Monday evening, understandably he is probably a busy man and will not be able to help in time and I also emailed the passport office. Today I received a phone cal from John at the email response team in Durham who again told me I was not allowed an upgrade for the same reason that they had not had it long enough, I asked to speak to his manager and so he arranged for him to call me back. The manager called me back and again no compassion he just said his hands are tied and they needed to have my application for minimum of three weeks before they could even think of issuing an upgrade, by this point I was hysterically crying and asked what army options now?
He's answer was to withdraw my application by fax to cancel my existing application! and to make a new appointment wherever possible for a 1 day premium service, I enquired that would I need my old passport back to do this? He was very dismissive and said just send the fax and we will call you back and go from there. Well I have heard nothing. I have an appointment at Peterborough Friday morning at 8am but I have no documents to take! I have no idea if my current application has been cancelled or not, I have just learnt that the renewal fee I paid for the application through the post office check and send will not be refunded. So if it does work and I get a passport on Friday which I very much doubt I will, but it would mean I have paid twice for a passport and extra for the premium service.
With worry I have again emailed the passport office with details and a copy of the fax sent so they can chase it up as I haven't heard anything

I sent my sons first passport on May 4th, we're due to travel on June 2nd, 4 days!
I've been on and off the phone on the 0300 number which was just useless, I got a different story every time! Then I found the 0845 number for Durham and spent 45 waiting for them to answer! When they did I explained my situation and how frantic I am to get it sorted as leaving my baby just isn't an option! They said the checks still hadn't been done so they would fast track them to be done, then once they are somebody will call me to arrange the delivery. As of yet I'm still waiting for that call. I'm so anxious, I can't sleep and I feel constantly sick, it's the last thing you want before you go away! Has anyone had the same problem? I'll keep you updated how it goes, not looking hopeful though :-(

Any further forward Belle22xxx

Peterbprough direct 0845 601 2273 hope u guys get it sorted I'm still hoping n praying could cry

Hi i have passport issue applied renewal for my daughter is three and half months no passport I have ring numerous time the advice line is useless. My application is on Liverpool office contacted my Local Mp no reply I have asked her again she still wait for reply even though I have told her Is urgent. I'm really stuck any help please?
By the way I'm just new here this is my first post

Hi Zen,

You are probably best off starting your own thread with as this one is three years old so people will come and answer the original question and not see yours down here.