Passports Office Reviews 

Applied for the passport in September 2024. HMPO sent me a passport with typo. Typo is made by HMPO. Had to send in another paper application. After numerous calls they sent me another passport again with another typo. I can’t believe how incompetent the staff can be to send me passports twice in row with typos. I logged in a complaint using their online complaint from in their website in December. I was told I have to wait 15 working days. Nothing happened. I always had to contact them to know what’s happening. And today I was told the complaint I logged through their online complaint form has not come through to the complaints department. I don’t see the point of their online form. I emailed their customer service management team directly. Then only somebody talked to me. Only to say that my whole ordeal is taken as a companion since day before yesterday. That’s the day I emailed them directly. I used an MP caseworker too. But there was nothing done. The staffs attitude is disgusting. They only have same set of answers. No matter what you get the same answer converting up for them selves. They don’t own upto their mistakes. HMPO service is pathetic. They don’t even deserve a single star. Pathetic and disgusting.

Fantastic service from the passport office. I went to check in for my holiday only to find out that the country I was travelling too required 6 months on your passport! After the initial panic I visited the passport office website and booked a 7 day fast track service. I visited the Liverpool Office on the Wednesday all the staff were very helpful, I was in and out in 5 mins. I have just received my passport (Friday). Super service, I know I had to pay a bit extra but I needed the reassurance that I had my passport for my trip at the end of January.

I went to the Newport branch. Absolutely awful no customer service at all. Very disappointed in the service. The woman I had was rude and seemed to only want to get me in and out.

With all the criticism of Government departments, I have to say that my experience of renewing my passport with the Passport Office was phenomenal.
I applied online on Tuesday of last week and on Saturday my new passport was in my hand. I didn’t pay extra for fast delivery, just chose standard delivery. The Passport Office emailed me each day to let me know how things were progressing, eg ‘we have received your old passport’, then ‘your application has been approved’ then ‘your new passport is being printed.
Excellent experience. Well done the Passport Office, 5 stars.!

had booked an appointment at the Peterborough passport office. i arrived 20 minutes early and was told i had to wait outside. it was -2, so i asked if possible to stand inside. guard said no. when i tried again to enter, the guy in front of me was also 20 minutes early, and the SAME guard invited him, unprompted, to stand inside. same thing happened when i returned later, with some allowed to wait inside and some not, for the same waiting times. then the guard watched me put all my metals in my coat pockets and place it in the x ray tray, like those ahead of me. once i did that, he demanded that i only put the metals in the tray and 'not allowed to put the coat', demanding that i wear (instead of holding) it. unacceptable, rude, random and discriminatory treatment by the security staff there

Outstanding service from the Passport Office with less than two week turn around for a renewal and excellent communication at several stages of the process.

Applied online to renew on Monday, and posted old passport special delivery same day. Passport arrived Thursday. Excellent turnaround using standard service.

Real person answered phone call in a few rings. Small glitch handled in a swift, friendly and professional manner. Also, quick turnround for new passport to arrive. All good. Thank you. See you in 10 years lol. 5*

Fantastic staff and very quick.

Friendly staff Quick appointment turn around. Cant fault apart from the 4 hour wait for the passport to be issued Perhaps this time could be cut down.

Excellent speedy service, both my wife and I applied via the online service on Sunday 8th December. Old passports posted Monday 9th. Text and email updates at every step advised of progress (and receipt of relevant documentation). On Thursday 12th received notification that both had been approved and were shortly to be printed. Sure enough both received in the post on Saturday 14th, so six day turnaround.

We are quick to critisise when a Government department does badly, so credit where credit is due when they are actually efficient, and do actually provide an efficient service.

Can't fault them on this occasion.

Exceptional online service.
Realised I’d lost my passport Tuesday evening, application and identity check done by 9:30am Wednesday, kept informed about how process was proceeding by mail and SMS, new passport arrived Friday AM. Two days…utterly extraordinary and exemplary

an absolute pointless experience calling up for further information on the back of a passport application, they don't explain any information to assist and don't listen to what is being asked or said. Seems like any answer is just being read from a script and they offer no manner of solutions.

Whilst communication from the passport office (whilst generally automated) is good I am disgusted with their approach to fees - because of a technicality in holding two passports they could not renew one of them - fully accepted this decision and asked for a return of the passport less delivery charges (it was an overseas application with extra charges) - they arrogantly reply they are keeping ALL the fees to cover the cost of application and will engage in no further communication.

Excellent service. Three day turnaround on a passport renewal and great updates by text and email. I am blown away. Well done to the staff there.

absolutely appalled by HM passport office.
The way they have treated me regarding getting a new passport because I lost the other in a house move.
Is appalling.

I applied for a new passport.
I suffer from bpd and autism as well as severe social anxiety
I do not know anyone except my family and my therapists.
No friends no nothing.

My psychiatric nurse counter signed the passport for me.
This is something that's states is accepted a registered nurse.

And HM passport rejected this person plus three other therapists who have known me 3 years with no reason why.

They then told me to go off and find someone else.

I explained several times on the phone and sent a letter as reque by HM passport to also explain.
That my therapists are the only people I know to counter sighn.
As I suffer severe mental health and autism.

HM passport compleatley disregarded this and even mocked me by saying. They will give me more time to go find a friend or someone.

Then after yet another call to them asking for a refund as they where unwilling to listen to me.

They would not help me.
And sent a text after the call saying if no one is found soon my passport will be rejected with no refund.

My passport photo is of me
Looking very masculine ( I am a lesbian female ) and I have facial tattoos.

I do believe that the way I have been treated and the rude behaviour towards me and on the phone is in regards to bigotry towards me.
Regarding my mental health issues and my appearance.

I am now in contact with citizens advice and other services as well as my local MP at the next surgery to take action against the disgraceful behaviour of hm passport towards someone with mental health and autism.

Their is not reason they can not help me with the passport.
And no reason to reject me a refund if bigotry behaviour is not involved.

I am taking this further as something is very wrong with youre behaviour HM passport
I even went through youre complaints department and was met with the same level of rudeness.

No letter was sent back to me when I sent an explanation letter.
And after asking the tenth time for a refund you now ignore every message I send.

Are people with mental health. Autism and who are a masculine looking lesbian with tattoos not allowed passports?

Is someone with social anxiety who only knows therapist not allowed a passport?

Something is very wrong with this system
And I will not be just leaving this.
You have taken my money for the passport and won't refund me.

Their is no reason for this other than hate crime against me as a refund is acceptable if you are not able to support me getting my passport completed after several explanations.

You should be shamed of yourselves and you're disrespectful behaviour towards people on the spectrum who struggle with life already as it is.

I am taking this further and will not allow you to get away with you're actions around this.

This has been going on since the 22/October/2024
Shameful to put someone though this kind of stress

The passport is also to visit my very very sick farther who is dying and you have prevented me being able to see my farther for the last time because of bigotry
You are disgusting

Paid for fast track service on 4th November. HM Office took my money but haven’t contacted me to provide the service.

My son took my photo for passport renewal on Tuesday morning (26th November) and I posted my old passport to the passports office in the afternoon.
I received my new passport this morning (Saturday 30th November)
That is some speedy service, worthy of a review! Just a 4 day turnaround!
The communication regarding its progress was also awesome!

I needed to change my passport with a name change by deed poll so I was expecting thr process to take at least a month wven with the post office, check and send service.
Worth every penny... 2 WEEKS from sending it off I have my new one....brilliant service

Thank you. UK passport office deserves a praise from us. Me and my husband were very pleased to receive our passports in such record time. We have expected to wait for our passports for at least 3 weeks. We had our new passports issued within 4 days from the time we applied online without paying extra for it. We received fantastically professional service, which we could not fault. If we could give 10 stars , we would. Just great service, which deserves only praise and gratitude.