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Update: I have just received the new passport for my son. Less then 24 hours before we travel and after getting my mp to contact them twice and travelling to the glasgow office myself twice. The Liverpool upgrade team who were handeling the application said they could not find my son’s Swedish passport, but still they could issue a british one so no idea why they haven’t sent the passport back. Hopefully it isn’t lost.
So sorry to hear you haven’t managed to speak to them, I know how stressful it is. This system sucks.
I have not heard anything other than an automated email from the upgrade team saying they have noted my travel date. No idea if it will work. Have they confirmed you can’t upgrade if it is a first passport?
In my experience it has taken about 4-5 days to get an urgent call back and they have not been able to do much. Maybe contact your MP and get them to help you get an appointment to collect your valid passport from the office you sent it? I am planning to try this if I don’t get the new passport in time. It is ridiculous that there is no system in place for getting your documents back. I feel like it should be illegal.I made the same mistake sending my son’s foreign passport on 5 May. I assumed it would not be reasonable for them to hold on to supporting documents for 12+ weeks. Sorry to tell you this but I have tried getting them to send back the valid passport early for over 5 weeks now and no luck. It seems there is no system in place and everyone I speak to keeps giving me different advice. I have just requested an upgrde as we fly to see my family in Sweden in 8 days but no idea if it will work. Let me know if you have any luck getting your valid passport back. I would be willing to even drive to Liverpool from Edinburgh if that was a possibility.
