Old passport not received!

[Riddlediddle]

On 20th April I renewed passports online for myself and my parents (they aren't tach savvy). They requested for mine and my dad's old passports to be sent to Bootle office and we now have our new passports in hand which is an amazing turnaround, however they requested my mum's old passport be sent to the Liverpool office. We have royal mail tracking to prove her old passport was delivered there on 22nd April but she keeps on getting texts from them to say they still haven't received her passport. We've tried ringing but you can't speak to a human at all and the webchat is constantly busy so can't speak to anyone there either. She isn't going abroad until Aug so applied in plenty of time but I'm concerned they've lost it and not sure what we need to do now?

Bump

I had that but from Durham. I knew it got there as I had tracking from the royal mail but it took nearly 3 weeks from them actually receiving it to updating it online to say they had received it. However, it was only 4 days from then until I got the new passport. I just ignored the texts and emails to send it in as I had proof they already had got it.

Good luck

Use their online enquiry form:

eforms.homeoffice.gov.uk/outreach/Passport_Enquiries.ofml

I got a reply within 24 hours, though mine was relating to supporting documents they said hadn't been received. I provided tracking details when I completed the form and when they responded they confirmed that they'd been able to locate them and the application was moved into processing.

Thanks everyone I will try the online form. I wasn't aware that existed

It's a manual process of opening ingrhe mail and then allocating each item to each application which is why there's a delay from when we know it got there to them acknowledging receipt.

I wouldn't worry just yet as some offices do have a backlog to deal with

I am having the same problem. Sent my sons passport on 21st April and still not showing as received! Just accepted we might not get away as we go in June!

Weve had exactly the same thing. I am getting so worried now as I keep getting the texts to say they havent received my daughters passport ( it was signed for by them the next day) Have you had any update on yours?

@clarasara ahh were the same. It doesnt look like well be going away either.