Durham Passport Office Contact

[lisaebarber]

We're due to travel on our first family holiday next week. I applied for my daughter's first passport (via check and send) 7 week's ago and the process is being held up by the counter-signatory failing to respond to a letter that never arrived. We are unable to travel to Durham (from Winchester!) to arrange a same day application because we already have a live application underway. We have to see the process through but we haven't received the letter. I've lost count of the number of times I've called the main switchboard and waited and waited only to be cut off or advised to try again later. The call back service cut me off and an internally sent email flagging the issue to the progress dept was still sitting in the outbox 48 hours later. I spent 6 hours on the phone yesterday and am making up the lost working hours now. My reason for this message is two-fold. First to thank you all for pointing me in the right direction (the Durham phone number provided was answered after holding for a few hours!) and secondly to re-iterate how helpful the local MP has been. I'm still astonished we were forced to reach out to him for support but we've now been able to arrange for the missing letter to be faxed through 'at some point next week' - at a cost. There's no guarantee that the passport will arrive in time but you've given us hope and really practical advice. Thank you. The number for the Durham office: 0845 601 5175.

Hi lisaebarber I am having the exact same problem application been away for 7 weeks and was only told 2 days ago they were waiting on counter signature gettin back to them absolute joke that they couldnt have told me a week ago on the phone but anyway my sons application is also at durham I travel 2 weeks today, when do u travel? Now I need to wait until tue to speak to durham passport office for them to send form out to counter signature again will take all week no doubt could cry hopefully yours will be sorted before I travel fingers crossed for u

Hi Kerry. I hear you. We travel on Friday (a week today). I know there's been a real back log due to the Bank Holiday. Make sure you really monitor the process between the counter-signatory and Durham - make sure you send it back recorded delivery (or fax). There is also an option to upgrade your application (at a cost) so you may want to do that to be on the safe side. That speeds the process along a little bit but of course, the issue is getting hold of someone to upgrade your application in the first place. I really feel for you. Do try local MP if all else fails. They have a separate line in which can save you days! Apparently it was on the news this morning - loads of people unable to travel for half term due to passports. Hope you manage to sort it soon.

Thanks for replying felt like I was the only one with the counter signature issue I cant even speak to durham office until tue to get them to send another letter out to counter signature so tht will add more time on to wait just wish they told me this last week I could of had it sorted by now,I would pay a kings ransom to get this passport now they have got me tht desperate hopefully can upgrade, hav emailed mp this morning with no reply, I really hope you get yours in time gives me a bit of hope if you do too I will keep my fingers and toes crossed for you hopefully all they need is this letter and they can print our passports and go on our well deserved holidays think ill just be catching up on the sleep I lost lol

Try calling MP on Tuesday also and just bringing them up to speed on where you're up to. They may transfer you to a Case Worker to take all the details they need. Is the counter-signatory definitely going to be at the address when they send the letter? The next person you get hold of, ask about upgrading. Ask if there is anything else you can do to speed up the dispatch of the letter. Ask if you can pay to have it sent by fax instead of second class mail for example. Don't settle for a call back in 48 hours. Best of luck to you Kerry. I'll let you know if we're successful and just email if you've got any more queries.