Passport office lost birth certificate

[Niky2929]

I’m hoping you might have some advice because the Passport Office has been no help at all.
I applied online for my daughter’s first passport and was told to send two birth certificates, hers and her dad’s. I sent both together in the same envelope by recorded delivery and later got an email confirming they’d received the documents.
A few days after that, I got another email saying they need evidence of my daughter’s nationality. We’re all British, so I was confused because that should be clear from her birth certificate. When I called them, they said they’d only received one document and that it was her dad’s birth certificate, even though I definitely sent both together.
I explained this to them and said I don’t understand how only one could be received when they were in the same envelope. I was told an examiner would be in touch “at any moment”.
It’s now been a week and I’ve still heard nothing. I’ve called again and there’s still no update, just the same response that I’m waiting for an examiner to contact me.
We’re due to go away at the beginning of February, and I applied in the first week of January, so I’m starting to worry. I just don’t know what’s going on or what else I can do

You need to get another birth certificate

simple as that

you have time if you get cracking today

So I will have to order a new one even though we are not at fault?
So annoyed as the one I sent is my daughter original

We’re due to go away at the beginning of February, and I applied in the first week of January,

you left it quite tight anyway!!

The passport will get this all the time
people claiming they have lost a document
im sure you’re telling the truth but them’s the rules

That was a mistype was suppose to say beginning of march

Yes you need to order another one
asap

Oh you should be fine then if you don’t procrastinate

To save time order another birth certificate now and get it sent off, otherwise you’re not going to get your passport in time. You can argue about the lost document later but if it’s lost, it’s lost - don’t lose your holiday hoping that someone will find it on their desk somewhere.

Yeah they must get people lying even though that makes no sense to me as why would you not send a document knowing full well they will contact you.
The worse thing for me is not taking accountability, its an important document and not even so much as a sorry for your inconvenience.
Ill get it sorted to do then

TBF, the one you had was a copy. The original is held in the register. I have at least 3 copies of my children's, so ordering another isn't unusual. Hopefully the first copy will turn up soon though!

Been there. Had that problem. You'll have to get a new one. I managed to claim the cost back from them. But that isn't the issue really. It's the loss of essential documents. I do wonder what they do with them, when they are found, months later.

We never got my DD's back. But it must have eventually been found somewhere at HM Passport Office, because like yours, all other documents were received.

Yes I think thats what upset me the most as its such an important document and its the original.
Ive asked them over the phone if I need to send another one and they just kept telling me an examiner would be in touch.
Okay thank you for confirming.
I will get it sorted today.
How did you claim the cost back?

Yess you are so right! I'll get to it

You won’t be able to!

The passport office isn’t lying. It doesn’t not believe you sent this document so why would they reimburse you

I was thinking that after I posted! I honestly don't remember. Sorry for being unhelpful.

I BET the person that finds it months from now thinks 'shit'! and shreds it.

The worse thing for me is not taking accountability,

The passport office won’t think they lost it
they will think you didn’t send it

No dont worry, thanks for advising though.

I know i bet you're right

I was replying to the person who said they was able to claim it back.

Very very unlikely you will be able to

otherwise you’d have all and sundry claiming that they sent a document, passport office lost it so they should reimburse for a new one. When they never sent in the first place.

I don't think a month is cutting it short in January, ime they are pretty quick outside of peak holiday times. But without a time machine I don't know what your point is

I had a similar experience when renewing two passports at the same time, both of the old ones were sent in the same envelope but they said they only received one

I can't remember how it was resolved but it was somehow. Hope you get it sorted

For a new passport
4 weeks is cutting it tight
but op made an error anyway

Plus, SOMEONE at the passport office has screwed up. They lost the document. They have historical precedent for losing documents. Hence they DO refund for replacement document costs.

I always pay to send stuff like this via registered mail (or whatever it's called) so I can prove I sent it because it isn't a rare occurrence that they lose important documents.

The passport office is explicit
They do not accept liability
and where is the evidence that the op didn’t “screw up”
hint: no where

Well, if they ask for a document, you get proof of delivery and they lose it, they are responsible. I got a refund. Go figure.

Compensation guidance - GOV.UK