Passports Office Avis 

I wish I could give 0 stars! I had a very stressful experience with HM Passport Office while applying for my own first British passport and my baby’s first passport at the same time.

From the beginning, I was given conflicting and incorrect advice. I was initially told to send documents to two different offices, then later advised to send everything to the same office so the applications could be linked. Despite following this guidance, the applications were never linked.

My passport was processed separately, approved, and my documents were returned to me, while my baby’s application remained stuck with no updates. I then had to resend my naturalisation certificate and additional documents, causing further delay.

I was also told that once my baby’s documents were received, they would be scanned immediately so the application could proceed. However, after delivery, I was told to wait up to 5 working days, which contradicted what I had been told earlier.

Throughout this process, I repeatedly contacted HM Passport Office explaining the urgency of my situation, including serious health reasons and the need to travel with my baby. Initially, I was told there was nothing they could do. Only after further calls was I told that a note had been added to the examiner’s queue, but no real action followed.

The lack of clear communication, inconsistent advice, and failure to link applications caused unnecessary delays and stress. This situation is especially difficult as I have urgent travel booked and depend on timely processing.

Overall, the experience felt disorganised and lacking empathy. I understand processes take time, but clear and consistent guidance would have prevented much of this.

I hope HM Passport Office improves communication and handling of linked applications in the future. I AM NOW AT RISK OF MISSING MY FLIGHT WITH MY BABY BECAUSE OF THEIR INCOMPETENT STAFF/POLICIES.

Great service easy to navigate i had lost my out of date passport however with a few clicks I was able to re apply for a new one a quick digital photo and I was done think it took about 2 weeks to arrive but received plenty of updates which was helpful a job well done

I used the one-week emergency renewal process and it was brilliant from start to finish - the online application was simple, every member of staff I encountered at the Docklands passport office was friendly and welcoming, communications were spot on and I received my passport just two days later.

Excellent. Our renewed passports arrived in exactly 2 weeks after we sent the application and documents. Plus I called twice before sending the documents with questions with zero waiting time on the line. Very different experience to the one I had in 2021.

Applied on 7th April. Had my photo taken at the local photo shop and already knew that it had passed the check to be used. Well worth every penny and I actually like my passport photo! That's never happened before. Completed my online application in the afternoon and dropped my old passport back at the post office. Had email updates through the whole process and my new passport was with me on the 14th April. Amazing service. Why can't everything be like this all of the time?

HM Passport office text and emailed as soon as they got my passport application, they also advised of a couple of things I needed to do before sending my new passport out, very organised and efficient.

Fantastic experience. Myself and my husband used the fast track passport renewal service on the 22nd of April 2026 our appointment was 10:20 am for both of us. Arrived 45 minutes early to pick them up and they were ready. Staff at the entrance were brilliant as was the lady who handed over the passport to us. The staff were amazing at all points of the process. We cannot recommend this office highly enough. This is the third time in the last 20 years we have used this office and each time it has been a first class experience. Huge thanks.

Used the 7 day service, queuing system was efficient, staff were pleasant, friendly & helpful. Received regular text updates whilst my passport was en route. My passport wasn't due to arrive until after my planned departure date (my fault entirely) but actually arrived after 6 days (including a weekend & 2 bank holidays). Amazing! Thank you.

Recently renewed an adult and child UK passport, standard size and service. Now I dont have my old documents back so I hope this doesnt jinx things, but wow. Super easy to do online and turn around time was less than half that set out as an expectation. I never thought I would be struggling to think of suggestions for improvment. After a long think, all i could come up with is, if they used the info entered to allow you to click through to a postal agency, pre filled info and just hit print lable or get QR code. I would expect the price to be added to the passport price but just make the final step of posting to HM Passport office even easier. This would take what I experienced from wow to spechless. The price to some may feel high or low, but total for both was less than 3 tanks of petrol the same day, so in the scheme of things felt reasonable to me given how easy and quick it was for me.

I thought I'd use the digital service, as it was the cheaper option. I tried to upload photos of myself, but it kept rejecting my pictures.
I've now decided not to bother, and I'm catching a rubber boat to France, so that I can reach Spain eventually. It shouldn't be a problem getting back.

Called about a delay in my passport application. When asked if I have a middle name, I said yes — I have a patronymic name and genuinely thought it was the same thing. The agent told me I had lied. I hadn’t. It was an honest cultural misunderstanding.
Her tone was arrogant and unhelpful. When I got upset, she threatened to end the call rather than showing any patience or understanding.
She did eventually resolve my issue, which I appreciate. But no one should be made to feel accused and talked down to when seeking help. Will be raising a formal complaint.

Sent off paperwork for my daughter who works in Dubai and needs now as Dual national a British passport to get back into her home country!!!
Up to now her German passport was good enough, especially as it’s provides her with a 3 months working visa and not like her British boyfriend’s with a one month working visa.
The passport arrived within 3 weeks in Dubai and we were very happy as we also applied for her brother’s first British passport, who wants to travel with his football team to Spain in a month time.
Despite I put a pre paid envelope with my English address on to use the same original documents for my son, everything has been sent to Dubai! 😡 I’m really worried for my son to get the original documents back from Dubai before his online application runs out.
How can office staff be so hopeless 😩? It clearly said on a letter together with the original documents and a pre paid envelope my address!!!

I can't praise the UK passport office enough. I have just renewed my passport and it was the most streamlined and effortless experience I have had with any business of late. Communication was great through text messages and Emails and the speed of processing was fantastic. This is one area that the UK government has finally got right. Whoever the problem solver was for this, needs to be given a role to make another government area as efficient.

Mon 23rd March, called around 8.30am and spoke to your colleague re the vadility of my passport for a good 15 mins.

Passport issued 10th April 2016
Passport expires 10th Aug 2026,

Your colleague was a scaremonger, very direct and patronising and really upset me telling me my passport would be invalid for my travel to Amsterdam the following day on 24th March and returning 26th March as since Brexit it is only valid for 10 years form date of issue and they do not take in to consideration the unused months that were granted i.e. April to August he told me.

And that they will take my expiry date not to be 10th Aug 2026 but infact 10th April 2026 as its only valid 10 years. Therefore since you need to have 3 months vadility left on the day you leave Amsterdam this would make my passport invalid and not to travel!!

He really talked down to me as though I was an idiot. Well he got it all wrong. My passport was absolutely fine and I was able to board and complete my mini business trip to Amsteredam with no issues.

Please retrain your colleague to know the FACTS. He clearly did not know what he was talking about but came across as though he was the expert. Even on the .gov website it states that the 3 months does not have to be within the 10 years of the date of issue I later found out from a travel agent who knew more than both yor colleagues I spoke to on Monday morning put together!

He really upset me when there was no need to have done.

In addition your second colleague who I called back at 8.55am approx said the same thing and started apologising saying "I'm so sorry, I'm so sorry you wont be able to do your trip etc...when in fact there was no reason to as my passport was fine.

Had it been anyone else they would have listened and cancelled their trip for no reason at all! Useless staff you have that the public rely on getting the correct facts!

I am extremely upset that my passport photo has been rejected for allegedly not meeting the required guidelines. The photo was taken at a Post Office photo booth specifically for standard passport applications, so this is unacceptable.

When I called your agent, they were unable to explain what further information was needed to resolve the issue. You already have my previous passport and more than enough information to confirm my identity. I was born in the UK, so this situation is frankly ridiculous.

I expect a clear explanation and a prompt resolution. I look forward to your response.

Seven working days from Application to receipt. Reasonable communication but it did take three days for their systems to aknowledge they had received my old passport after is was sent as signed for delivery.

UK passport services are probably the worst in the world. Here in New Zealand passports in 3 days, no drama.
Passports in the UK? Dire. 10 weeks and nothing but fob off, obstruction and constant threats to cancel the applications... the reasons? My kids live in NZ and they are demanding UK ID referees!!! They've lived in NZ since they were 6 and 3. They are now 25 and 22 and other than relatives they do not know an eligible adult. I contact customer service, complaints and the (not so) helpline with absolutely no success while attempting to find an alternative solution. We have followed up with 4 phone calls to customer service and my 15th email went today.
It would be easier and faster to get my sons a UK passport by going to a French beach, putting them on a dinghy and get them to claim asylum...

I have held a British Passport and paid tax and National Insurance for my whole life and have had a British Passport for 45 years . I sent a renewal and due to Brexit applied for an Irish passport which omitted my middle name the British passport office now refuse to issue me a British passport because the Irish and British don’t match only my name photo national insurance and date of birth match which is not enough apparently .

I applied for my passport renewal from overseas. The text messaging update system is absolutely brilliant. You know exactly what is happening and when. The new passport came back sooner than expected. I cannot fault this service at all.

I couldn't believe how good the service was when I recently had to renew my passport. I completed my application online and sent my old passport back on a Saturday. By the Monday I had an email acknowledgment and then several more updates over the next few days. My new passport turned up on the Thursday! Fabulous service. Thank you