British Passport Office Anmeldelser 

PEX 546 302 0457. Absolutely useless service! When you do manage to talk to staff, they are not trained properly and give VERY mixed messages to enquiries and some of them seem to make things up just to end the call. The online chat service seems to be operated by AI bots instead of actual humans. When you call the helpline, there are a series of 9 options which then have many more options and most of these options are a complete dead end with a generic recorded message asking you to go online to chat with the bot instead. You then have to call again, listen the the same long recorded message again before trying a different option to try to talk to a human. I have spoken with 2 people on the phone. 1 last week and 1 today. Last week I was told that you don't offer the option of posting back any documents via any method but ROYAL MAIL tracked 24 or 48. I was told that there is NO option for me to pay extra for SPECIAL DELIVERY of my valuable documents. I was then told by the man I spoke to on the phone that I can post a SELF ADDRESSED PREPAID SPECIAL DELIVERY ENVELOPE to the address in Corby where the rest of my documents have been sent to so they can use that SPECIAL DELIVERY envelope to send me my Australian passport back to me. FYI, a replacement Australian passport costs £330 and RM tracked 24/48 services only offer compensation of £75 if RM lose or damage the package in transit. SPECIAL DELIVERY offers compensation of £750 instead of £75, so I need my Australian passport to be returned to me via SPECIAL DELIVERY, NOT a cheap tracked 24/48 service as it's a very expensive document. After talking to the man last week who asked me to send in the self addressed prepaid SPECIAL DELIVERY envelope, I did this (via SPECIAL DELIVERY) and can see it has been received last week. I missed a call today from 0300 222 0000 and there was a voicemail left for me to call Tommy back regarding my application but he didn't say which option to press. He also sent me a vague email which didn't include much information and asked me to reply to that email (which I have just done). When I tried to call back, I managed to talk to a lady on the phone just now who told me I cannot talk to Tommy as she can't transfer me to any other departments. I asked her to look at my case and explained that I have sent a self addressed SPECIAL DELIVERY envelope for my Australian passport to be returned to me in, and she told me that the HM Passport Office WON'T return my passport to me in my own self addressed SPECIAL DELIVERY envelope which the man I spoke to last week asked me to send in! I asked her why this is the case, and she couldn't answer me. I asked her why another staff member last week asked me to send in the self addressed SPECIAL DELIVERY envelope, if the HM office refuses to use self addressed envelopes and she just gave me another email address to contact regarding my documents. The staff and so called systems in place at the HM Passport Office are extremely unorganised, unhelpful and outdated. I have wasted so much money, time and energy trying to arrange for my £330 Australian passport to be sent back to me via SPECIAL DELIVERY and now I have just been told this apparently isn't possible. RM are not exactly known for being very reliable and I personally have had many things go missing in transit on multiple occasions. I want my Australian docs to be returned via SPECIAL DELIVERY because it's the only service RM offer which will cover the full cost of my Australian passport if it does go missing in transit. I have been a dual citizen for about 30 years but I only just applied for my first ever British passport now, and the fact that any passport would be sent via RM tracked 24/48 instead of special delivery is completely insane. I recently replacement my Australian passport as my old one expired and the only shipping method they office is SPECIAL DELIVERY. This should be the default. I will be making a formal complaint about the abysmal service.

Thanks Julie at Hm passport office for efficient and friendly help this afternoon regarding lost passport.
Kind regards.👍👍👍👍

i just want to thank Hayley and the UK passport office for all their efficiency and assistance during the process. I am a senior and really new to online applications, and Hayley was so efficient and helped me with every step during the whole process from start to finish. Hayley also responded to all my dumb questions quickly. I received my new passport today! I am so pleased. Thanks again for your time Hayley

Had nothing but trouble with both mine and my partners passport renewal, did the online renewal, paid the £102 fee, sent both old expired passports to the office (2 different office addresses for some reason) with mine, I got an email saying I need to report my lost passport.... I had literally sent it a couple of days prior and been told they had received my documents so HOW?! With my partner's, received same email that documents had been received but then got told he needed to send a handwritten letter to the telling them how the passport was damaged... And that he needed to get someone to confirm his identity It wasn't damaged upon sending them from the post office recorded delivery?! ?! Who on earth are they employing at that place?! All I get back is "we have made a note for the examiner" examiner needs retraining! No faith in this service at all. Just hope we receive them in time for going on our holiday!

Took 12 weeks to receive my passport utterly ridiculous!!

Its shocking how bad they are .I paid to renew my passport and I been waiting for over a month when I tried to phone they said my details was wrong. They said they cant talk to me I had to phone up several times. Before someone helped a bit gave me a number to track when I said why has no one told me this before. She had no answer. They lied telling me my details were wrong. Like I don't know my own name and address. Completely stressed me out .not helpful at all this government is a joke this whole country is a joke gone backward. Full of idiots running everything. Now I have to find out what happened to my passport I paid them now I have to do the investigation Completely useless. All they want is your money

Apart from a slight issue with getting an acceptable photo (the system doesn’t seem to like grey hair), it was great.
Applied to renew on line on Saturday (standard service cos not in a rush). New passport arrived 5 days later.

I found out that my passport had the wrong expire date from the issue date, it should be 10 years but it showing 10 years +6 months still valid. I have lost my family holiday because of this european union rule! Be warned the passport office /British embassy have a public duty to inform the public but they dont and can't be bothered!!!

Renewed a passport 3 years out of date. Ok it took 8 days. Excellent considering Good Friday Saturday Easter Sunday and Easter Monday were in that period. Well done Passport Office. Nice to see efficient work from government for a change.

Needed to renew non urgently so applied on line on 26 March 2026. Received passport back on 02 April. Seven days turn around is great service by any standards.

So I am one of those people who have never travelled, like the furthest I've ever been from the UK is Belgium and I've only ever been on 4 flights in my life. To and from Eire and to and from Belfast.
I had a bit of an issue with my passport as my online login decided to go splat and not work, so I called them. The woman couldn't have been sweeter. I explained that I needed a passport renewal for November and what had happened and the woman said "Ok, stop right there. Stop panicking. The longest this is gonna take is 6 week, you have nine months. It's gonna be ok. Let me look and see what's gone wrong."
While she checked she asked me where I was going and I said Portugal, she told me everything I'd need ("a passport, travel insurance and a plane incase your arms get tired") that I didn't need a visa and gave me ideas where to go in Lisbon. She was so kind to me, cos I was a complete idiot with no idea what I was doing.
The issue was I had accidently registered two emails addresses, nope we have no idea how, and she sorted it. I promised to send her a postcard and now have my nice new passport ready to go and spend my birthday in Lisbon!

I have just been scammed by the passport office disgraceful behaviour to treat a British Citizan in this way having held a British passport for 45 years they refused to renew it due to me recently getting issued with an Irish passport ( thank god ) they kept my renewal fee and refused to issue a new British passport my 6 th .thankfully the renewal of my Irish passport took 10 minutes and cost £ 65

I paid an extra £5 to get my new passport delivered and tracked. Received 4 texts and one email for the 4 hour delivery slot.
This DIDNT happen and I rang the Royal Mail tel no that deals with passports etc and given an abrupt response by Debbie and she told me that paying extra to the passport office doesn’t qualify for anything extra with the mail service. So it finally arrived at 18.20pm soaking wet and have the photos to prove this appalling service that is not fit for purpose.

Staff at Peterborough were brilliant very efficient.
Super impressed

Even by modern standards this is a very unfriendly service. I phoned to get information on how to renew my recently-expired passport. The system had no option to be put through to a person and kept me over three minutes repeating options that had nothing to do with me, The supreme irony was that they have an AI bot telling the public to treat staff 'with respect' then making it nearly impossible to contact staff at all.
When I eventually got through, I asked my questions - which the call handler wasn't really able to answer properly - then was told if I wanted to get a passport at the Liverpool Office I'd have to make an appointment ONLINE. This was in spite of the fact that one of the dozens of options on the automatic call routing was 'if you want to make and appointment, press *.
The only reason I'm giving as many as 2 stars is that they did at least put me through to a call handler in less than 15m and I keep 1 star for services like HMRC which kept me in a queue for nearer 40m. But this is still appalling service for what could be a vital service (imagine if I had and urgent need to travel such as illness or death of a relative abroad).

Truly excellent service from start to finish. Realised my passport was close to expiry date. Gambled with doing an online application to save a trip to fast track and unbelievably got my new passport within a few days. Kept informed throughout the process too by text and email. 5 stars all round.

My experience has been shameful,I'm stunned by the positive reviews, my wife applied in early September,admittedly she filled a out a question incorrectly. The options were not helpful as all possible appointments we're weeks away and she needed the passport asap. However a lapse of weeks went by before she realised nothing was being done. She contacted the passport office to get the mistake corrected. It's now late December and she's still waiting. Feels like she's been put to the back of the queue every time she rings up asking for progress.. So sorry I don't understand the positive reviews.

Just used passport service on line very simple and the whole process went through professionally when we went to the passport office apart
from the 4hour wait everything was very easy overall very pleased just make doubly sure you get there on time as travel times can take quite a bit longer due to the location Peterborough can be hard to get to for first time traveller

I have just renewed my passport online and found the service exemplary. The application was made online on Nov 20th and my new passport received on Nov 27th!!
In the intervening period, I was kept fully up to date by HM Passport Office on the progress of my application - viz.,application received, old passport received, application approved, new passport printed, delivery of new passport actioned etc etc.
I was absolutely amazed by the speed in which my application was processed and the level of communication throughout the whole process.

I found the door staff abrupt, petty and rude, I turned up for my appointment 10 minutes early, it was -3 outside, even though there was no one in a big waiting area I was told " your early " come back in 10 minutes and I'll see if I can get you in"
after the interview I had to return in 4 hours, when I went back door staff told me the printers not working come back in 30 minutes, I explained it was cold out I had waited over 5 hours could I wait inside quite abruptly I was told no, when I returned after 30 minutes he said " it's still not working but I will allow to into the waiting area " adding with a smile" it won't be good news,
I eventually got the passport, the rest of the staff empathetic and professional, the door man was totally the opposite! If it would not have been a same day passport I would have complained on the day but did not want to compromise getting it.