Application Delay

Response to this request is long overdue. By law, under all circumstances, HM Passport Office should have responded by now (details). You can complain by requesting an internal review.

Dear HM Passport Office,

My son submitted his passport renewal application a little under 7 weeks ago (online and via registered mail for supporting documents). These were received and the online status noted as "being processed". After 4 weeks of no contact from the passport office we logged several calls to the Durham advice line. They were unable to tell us where in the process the application was, but promised that someone would call or email within 72 hours. We received an email 2 days later saying that the passport application was undergoing necessary checks. Now two weeks later we are told that there is a query, but they do not know what the query is and will ask someone to contact us within 72 hours. We have submitted several online query/complaint forms and to date had no reply.

My son has a British Passport and I do not see any reason for such a delay in the renewal. I am also baffled as to why, if there is a query, he has not been contacted. All his contact details are on the application. Surely the online application form should indicate that there is a query so that we know to make contact ourselves should they not be able to make contact with us directly.

It is highly frustrating not being able to talk to someone who is aware of the status and can assist us constructively and quickly.

My son plans to return to the UK to join the British Army and all plans have been put on hold indefinitely.

I have the application number etc. and would appreciate it if someone could make contact with me as a matter of priority in an effort to resolve this situation.

Yours faithfully,
Gabrielle Cowling