Passport Application Delays

Mr Obajuluwa made this Freedom of Information request to HM Passport Office

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Identity and Passport Service,

I write to you as a very disappointed at the level of service received in regards to my daughters passport application for a British passport.

We made our appointment to your office in London Victoria on the 12th of June 2012 for the on week Fast Track service and exactly a month today as I write to you were have not received any form of correspondence , telephone call or even email in regards to what has gone wrong (if anything), in the meantime , we have suffered financial loss and have a missed a funeral due to the incompetence of individuals processing her application.

As a member of public paying money for a service which my daughter is fully entitled, I am disgusted and appalled by the way you have treated this matter, I have logged 17 phone calls to this office and not once have I been able to be put through to the Durham office which is suposingly handling the matter. All calls have been concluded with a promise to telephone back , none have ever been actioned, - is this how you treat human beings? I am now inclined to believe that there is some form of prejudice within your organisation for individuals with non English sounding surnames - I mean what else could cause you to ignore an applicant for 4 whole weeks and not even be considerate enough to write a letter a post it note would even be better as it is something.

I have now made it my mission to make this matter of pubic interest especially considering the current press on your other colleagues.

1. Please advise me the maximum period of time a fast track application should according to your set guidelines, and what the applicant can expect from you whilst you are dealing with the application.

2. How many complaints have you paid financial loss due to delays in processing their applications.

3. Have any individuals been disciplined/ employment terminated due to failure to comply with your guidelines in processing applications and if so please advise of the figure.

I eagerly await to hear from you.

Yours faithfully,

Mr Obajuluwa

David Bruce left an annotation ()

I note your observations regarding prejudice within this organisation. This subject has been raised in past postings on this site and may lead some to believe there is institutionalised racism within this organisation.

It is worth noting that

1 They call in 100% of naturalised citizens for an interview, thereby calling a disproportionate number from minority backgrounds to interview.

2 Those entitled by birth to a UK passport, from minority backgrounds, are more likely to be called to interview than other UK citizens. This is because, as statistics show, people from minority ethnic backgrounds are more likely to be from low income families and will, by definition, have been less likely to have been able to afford or need a passport as a child.

3 The ethnic background and lack of diversity within the boards eight executive directors and three non executive directors, may by some be seen, to send out its own message to the workforce.

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Dear Mr Obajuluwa,

Thank you for your email of 13 July. Please find an acknowledgement
attached.

<<23497 Obajuluwa ack.pdf>>
Yours sincerely,
Freedom of Information Team

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1 Attachment

Dear Mr Obajuluwa

Thank you for your email of 13 July. Please find a response attached.

<<23497 Obajuluwa response.pdf>>

Yours sincerely,

Freedom of Information Team

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Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.