Forum Replies Created
-
Posts
-
Interesting ADgrams that yours are also child renewals – wonder if that area is proving the most problematic.
This is what I find frustrating. How can people who applied after us have passports printed and delivered? Ours was straightforward – no changes since the last one.
My application was 20 Feb, documents signed for on 25 Feb and not even shown as registered until March 16th.Delighted that so many passports are coming through.
Not the case for my daughters. Requested supporting documents back so we could travel this weekend – a decision made after documents sat in postroom for 19 days after delivery and it became clear that UK passport would not be delivered in time.
Email confirmation from HMPO on 10 March that supporting documents would take 5-7 days. Since then, nothing except they moved my documents from Liverpool to Newport and back again. Alerts put on but they are useless and I’m so angry at some of the patronising conversations telling me that I have to be patient and it’s all in hand. I would be more patient if my documents were treated with more care and they actually did what they said they were going to.
Customers expect transparency and clarity – something clearly lacking here.
I have actually made a formal complaint. I understand there is a process but we made decisions based on information provided by HMPO staff and it appears there is no actual workable process. Not sure why they bother answering the phone at all
Disappointing news for me. I applied last week to get the supporting documents back. Email exchange where they asked me to confirm and said it would be 5-7 working days before I get them back. Phone call today (Day 6) to say I needed to send a letter, despite already having the email confirmation.
My time line:
20 feb: online application
25 Feb: royal mail signed confirmation of delivery
9 March: rang office based on concern my documents had still not been registered. Advice was unlikely
to receive passports by 25 March as timescales had gone up. Asked for supporting documents to be
sent back so we could travel.
10 March: email confirmation about supporting documents from HMPO. Told 5 – 7 working days before I
could expect documents
16 March: Ring HMPO because documents are still not showing as received and I don’t understand how I can get supporting documents back in their stated time frame. Confirmation from HMPO that nothing had been actioned. Agree to upgrade to urgent.
17 March. Phone call from NEWPORT office where my documents are – despite me sending them to Liverpool!
Need to send a letter and they cannot guarantee I will have supporting documents back in time to travel.Complete lottery and farce!
Our latest update:
20 feb: child renewal application
25 feb: signed for documents arrive Liverpool
10 March: I call Liverpool as documents still not showing as arrived. Decision made after consultation
to get supporting documents back so we can travel with those at end of March. Email
confirmation from Liverpool that this will be done within 5-7 working days
16 March: Call Liverpool again as still do not have confirmation from HMPO that documents have been
received. 40 minutes on hold, then a conversation with a lovely staff member, who
unfortunately confirms fears that nothing has been done/ received and so I will not be
getting supporting documents within next two working days. She has marked as urgent and I
should hear something back within 24 hours.Seems there are various chokepoints in the system but the first thing is the postroom/scanning room. Real issue is they cannot even find my documents in their own system. Until it is scanned, nothing can be returned and so far it’s been 19 days since it was received.
Speechless.
DJbdane – sorry I meant special delivery because I have the signature too to show it was signed for on Feb 25th.
JMS – you aren’t the only one!
Child renewal application on 20 Feb and Royal Mail tracked delivery on 25 Feb. Still nothing.
I rang on Thursday and they said they have bulk loads of bags and there doesn’t seem to be an order they open them in.I’ve asked for other ID to be returned so we can at least travel and was told 5-7 working days for that ….but if they still haven’t logged them, I don’t see how they can send them back.
This is terribly depressing. When we applied for a child renewal, it was 3 weeks turnaround and we sent it 5 weeks before our travel date.
Application online: Feb 20th
Documents signed for: Feb 25th
Tracker: still saying send documents.Keep getting emails to say send documents so it’s still not on the system. Just talked to the advice line, who just kept sighing heavily. I know they are busy but they should not be showing their frustration in such a way.
All I wanted to know was whether they had the documents ( apparently “they’ll be on someones desk somewhere”), or whether I could get the dual nation passport sent back so we could at least use that? Apparently not!
My complaint is 1) why have a tracker if it is not fit for purpose and 2) why have a current time of 4 weeks if it that is from processing, not from application. It is misleading.
