Passports Office Avis 

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.

At first it was complicated because no one knew the process as I had married but needed a change in surname on my first British passport. I kept being transferred to different agents and given different instructions. I was frustrated but called fir tye 4th or 5th time and spoke to David and within 3 days, I received my passport . Thank you David. You need to train your colleagues on how to handle applications where the applicant is married and now has a different surname

Excellent service. Applied online for a renewal on Tuesday evening and new passport arrived Saturday morning.

Seven days after application new passport returned. Two days later old passport returned. The application process including using a digital photo was simple.This exemplary service shows how a government department can be run with good management and systems. If only HMRC and the Probate office came close.

In Newport Passport office yesterday, we received amazing service from everyone we interacted with.
My friend had a nasty fall outside, and the security team sprang into action when they saw her. She was immediately looked after, with Lexie, one of the team, attending to her facial injuries. They were all helpful respectful and attentive, we can’t thank them all enough. I hope they are valued as much as they deserve to be by management. Many thanks Catherine and Helen

Being British and born in the 90s, I only need to supply my birth certificate and my dad’s passport number.
They requested £600 worth of documents (including an extra copy of my birth certificate for some reason), and 7 sets of photographs, which they rejected all of.
They’re refusing to send me my documents back and withdraw my application, 3 months after they received my application.
I launched a complaint, which they said they passed on to the examiner, but they’ve just confirmed that they’ve not received a word of correspondence.
I used the same photos for my drivers licence which was approved immediately.
I’m afraid that if I used the words that come to mind, this review would get removed.

Got our pictures last Tuesday and sent application off.
Exactly 7 days later we received our new passports.
What an amazing service.