Bloody passport office!

[butterflydress]

I applied for a new passport for my son in May.
I sent off his old one and got recorded delivery - I have a signature of whoever received it their end.
They are now saying they haven't got it and will cancel the application without a refund if they don't get it by 5th august! I HAVE SENT THEM IT.. over a month ago! I'm going to ring them but I am working all weekend so won't get time until Monday meaning I'm going to stress all weekend.
Anyone else had this issue?

If you have proof of delivery you’ll be fine. It’s probably delayed in one of the offices and someone hasn’t ticked a box. Just call and it’ll be sorted

Recorded or Special Delivery?
If recorded, absolutely anyone can sign for it. I know this for a fact as a I have connections with Royal Mail. If Special Delivery, someone within the department you sent it to has to sign for it.

For comparison, I sent my child’s on Mon 25/7 by SD and it was received the following day. I received an email yesterday (Thursday 28/7) confirming all is OK and the new one is being authorised, produced and despatched.

What does it say on the online tracker. Does it say 'documents received'

I think you need to find time to call them this weekend as it's likely they'll put you on a list for a call back (as the first people you call are a call centre who can't access records) and they'll call you back in approx 48 hours.

We've just had a battle with the passport office and the only thing that resolved it was turning up at an office and getting them to sort it.