Passports Office Reviews 

Awful service had sole custody of my son for 13 years this year
Can't renew his passport with out a court order even tho I had his previous one and applied for his previous one

Then to be told we delete it after 1 year
So basically if you are male and have custody you get penalised

Complete bunch of clowns, wouldn't trust any of them to boil a kettle, let alone be responsible for such an important and expensive item that everyone needs to have.

I have never known incompetence like it - 3 child applications submitted - all by same person who has proven parental responsibility- all done at same time - photos taken same place by same method - all photos then verified on same day by same person. All documents sent in same envelope with 3 separate ref numbers written on envelope as stated on there website- even a letter included stating what everything was and who for. Two of application classed as received- processed and then sent out - however one of them , documents not received and I had to make a complaint before the realised this, then apparently the photo was no good and then it now says the person verifying the photo does not fit the criteria, even though the same person verified the photos of the other 2 that were fine! The incompetence is staggering and now I have had to make a second complaint and when I complained online stating the applicant name - I got an email asking me what the applicants name was - so they can’t even log a clear complaint correctly- and these people are in charge of giving uk citizens a passport - the mind boggles at the sheer stupidity of the people working there

impossible to get someone on the phone in an emergency , terrible customer service and £222 for new passport processed on same day but you have too wait 48hrs for appointment so not same day at all

I sent old passports to wrong office then gave wrong e mail for I'd verification 6 phone calls to Liverpool over a week. All were so helpful kind and understanding with my mistakes over the week polite so helpful absolutely fabulous every one

As an Australian resident needing to renew a UK passport, I found the entire process with HM Passport Office to be unnecessarily rigid and outdated. After paying the application fee and completing the required forms, I was shocked to learn that they demand original documents — including my birth certificate, my father's passport, and even my own. This requirement is completely unreasonable in today's digital age, especially for someone like myself who travels internationally for work and cannot be without a passport for weeks.

I asked if I could provide certified copies or upload scans through a verified channel, which is standard practice for many official processes. However, the response I received was dismissive and inflexible. The staff were rude, arrogant, and completely unwilling to consider any alternative — it was their way or nothing.

To make matters worse, there was no upfront transparency about the need for original documents. This lack of clarity feels like a trap — people pay the fee only to find out they cannot proceed without meeting unrealistic requirements. At the very least, they should warn applicants at the beginning of the process, instead of wasting time and money.

If this is how HM Passport Services continues to operate, I would strongly advise others to be cautious before applying, especially from overseas.

Received my passport exactly one week since sending application. Informed by text at each stage. Seamless process and just as it should be.

My partner was required to send his passport to this office, but after more than four weeks, it has still not been returned. Despite numerous calls and emails, the responses we receive seem scripted and unhelpful, showing no genuine attention to the case. It is clear that emails are not properly read or addressed. As a result, he has already missed one business trip and is now at risk of losing another big one tomorrow, all due to the team's lack of professionalism. It is deeply disappointing to experience such poor service, but unfortunately, this is the reality.

Absolute old fashioned way to process documents in this day and age. Coming on the third month and still they are requesting documents for my children’s. Why do they need the grandmothers birth certificate when they have the parents and there own birth certificates to prove there nationality. Constant emails saying the same thing when they are aware we will send the 100th document to them when we receive it. It seems like a convoy belt the pass it over to lots of different people with no communication. I’ve never had such a long winded process to apply for a passport and the costs are unbelievable.

I received my new passport this morning after sending in my old one and renewal application last week. Sent it last Wednesday, received new one this Thursday. 8 days ! Seamless.

From start to finish, all went through quickly and new Passports received within 10 days.

Thank you.

The uk passport office is an absolute disgrace. I missed my flight due to them delaying my passport because I asked for a refund on a previous application that they were taking long to submit. My application was submitted in march 13 and received tracked on the 14th. I genuinely made a mistake and sent my old passport to the wrong office, I called and informed them to which they said it wasn’t a major issue as it can linked online. I have called and called as it got to the end of march and nothing. The application wasn’t being processed and was on hold. No one knew why and when I asked to speak to senior staff or management I was refused help. I was advised by a member of staff to submit a new application and report the old one as lost. Once I done this it has been hell going forward. No help extremely rude staff. An alert was put on as I informed th my date that I fly as this trip was for my birthday. They have dragged this to the end I don’t make my flight. Two days before my day to fly is when my application wasn’t being processed approved and I was sent the email at 21:30pm. I was then sent an email on the 19th April that my application was finally approved(my fly date) the application has magically been done after my birthday which I should have been abroad for and missed. I’m confused as to how an application that had plenty of time to be processed couldn’t be done in with over a months time but was able to go through in the few days leading to my birthday so quickly. The staff all knew what they were doing and took it personal because I was calling to get updates which the a reason for the service.

Absolutely disgusting service.

Forced to get DNA which is illegal. Forced to get expensive documents. Told passport and birth certificate are fake. Told to withdraw my application. Threatened to burn my documents. Truly the worst

Not good service

I had to go to the passports office at Customs House London.
Exceptional service and very well organised.
Friendly staff and passport was ready in four hours.

Terrible customer service. These guys do not treat you with courtesy, nor respect. 7 calls to request document return. No action, no communication. No ability to connect to a human on the phone. Amazingly bad!

Excellent service to renew passport. Easy to apply online with photo from Tescos. Sent old passport back. Text messages kept me up to date with progress. New passport received a week later. Well done.

Application to renew passport from Malaysia made on- line. 20th March. Old passport sent to Hemel Hempstead 21st March and acknowledged 25th March.
Approved 27th March and Printed 28th March. Dispatched 29th March 2025. What an amazing service!
Thank you for such efficiency Passport Office Hemel Hempstead

Just been told by above ,after 4 weeks wife’s photo not good enough. My daughter and son-in-law helped with it , as being over 80 internet applications not easy
I luckily have Irish passport applied at same time , got it back within a week.
Passport officers not fit for purpose, probably to busy amusing themselves than working