Passport office lost documents

[paintedpanda]

I wasn’t sure where to write this so I hope someone can help!
I applied for DD (15) and DS (13) passports with a name change a few weeks ago. I sent their old passports, their unenrolled deed polls, and a child benefit letter proving they use their new names.
They told me that they couldn’t find their deed polls and that I needed to send more documents. The deed polls were 3 sheets of paper bound together in a cardboard folder so not easily missed. I sent certified copies of the deed polls (which were copied and certified by the solicitor who made them). They accepted the copies and have now sent the new passports.
I have just received my documents back and the original deed polls (and copies) are no where to be seen. I paid extra to ensure they would be returned tracked because they cost me £300 that I can’t afford to replace.
How can I get them to admit liability and replace my documents? Because they are unenrolled deed polls I can’t go and ask for another copy. I have to draw up a whole new deed. I’m absolutely furious. I trusted them to take care of my documents that my children will need in the future and they’ve gone and lost them.

Do you have a postal signature proving they received them?

You can get them online cheaply really easily, how come that cost you over £300? I did an unenrolled deed poll change for my son and I literally had to pay a small sum for the certificate itself, I’ve never needed to get it notarised.

Did the Passport Office or Royal Mail lose them?

Royal Mail only compensates up to £75.

I don't blame you for being furious.

Yes, I have a postal signature proving they received something, but my worry is that they’re going to ask me to prove I sent them in the first place. Obviously I did, I wouldn’t have tried to apply without them, and I definitely wouldn’t have paid £10 to send just old passports and a ratty child benefit letter back tracked!!

I assume it is the passport office that has lost them. It would be highly unlikely that the A4 deed polls were lost, but the letter and the old passports that were loose in an A4 envelope got there just fine. If anything would have gone missing in transit I’d have said it would be the passports because they could have slipped through a hole in the envelope.
I didn't know RM only covered up to £75 unless it’s via special delivery until after they were lost. The woman at the post office told me this but as I was sending the certified copies (which I have 2 more of) I wasn’t as bothered the second time round. If I’d have known I’d have paid the extra because they’re so valuable to us.

I’ve no idea why it cost so much. That’s just what the solicitor charged. £150 each ish. It was 2.5 years ago now so I can’t remember exactly but I’ll have the invoice in my files (with the blank space where two missing deed polls are!!)

You don’t need a solicitor to be involved, I did it last year, I got a civil servant colleague to be the witness. I applied for DS’s passport no issue this year. I know that doesn’t help with your lost documents, but just to say I’m sure you’ll be able to replace them at a fraction of the cost if HMPO don’t help.

(I don’t work for HMPO I feel the need to say lol)

Is it possible the documents are still with the Passport Office and they are sending them back separately? Have you been in touch with them?

The documents must be with the passport office. I haven’t yet rang them because I was hoping they’d all arrive together but I’ve definitely only got the old passports and CB letter. I was just hoping for some advice before I rang, maybe what to say. I’m not very confident on the phone so I’m worried I’m going to cry!

It's possible they have been sent separately. Maybe wait 1-2 days and then call them.

If I have a tough phone call to make I write everything down that I want to say, and record the call itself so I can play it back afterwards.

I wouldn't give up hope just yet. We've usually received our old passports and other documents a few days after the new passports have arrived; they're always sent separately.

I think they may come even from separate places - the documents you sent as part of your application will come back from the processing centre at Hemel Hempstead or Corby (where they were scanned in for the passport examiner to check), and the new passports come from wherever they're printed.

There's nothing magic about the paper it's written on. Just type it all out again (you have copies) and have it signed afresh and dated. Get a number of originals signed.