Post Office Check & Send

SaLoGo

I recently used the Post Office Check & Send service as I wanted to change the name on my passport back to my maiden name. I checked the passport website and found out what documents I needed and took my birth certificate, marriage certificate and decree absolute with me as advised.

The clerk checked through my application and advised me that I didn't need to send my birth certificate. I queried this as that's not what it advised on the Passport website. She informed me that because I sent my birth certificate in when I got married they will have it on record. I asked her once more if she was sure and she said yes.

I received a letter from the HMPO today saying that they need to see my birth certificate and mentioned in the letter that because I used the Check & Send service I could call the PO and request a refund and gave me a reference number to quote.

I spent 11 minutes on the phone to the PO in a queue only to be told that I can't ask for a refund until I received a letter from HMPO and I had the reference number. I referred to the letter HMPO sent me and said that I already had the letter and a reference number. She told me that it wasn't the right letter or reference number (I'd not even given her the reference number) and I need to wait until my passport had been sent and that I would get another letter with another reference number and then I could get a refund.

I feel like they're fobbing me off! I can't get hold of HMPO to confirm either way as the office is now closed. I paid for a service that failed, if I'd have sent the application myself I would have sent the birth certificate and I'd be £8.75 better off! And however much these calls are costing me

Has anyone else had any success in claiming a refund?

On a slightly different issue, while on the phone to the PO I asked the agent if they could at least feed this back to the PO from where my passport was sent so that this doesn't happen to anyone else, (they are clearly poorly trained) and was told that they'll do that when I call back!

smudge56

They are fobbing you off. You won't get any other letter other than the one the passport office sent you. The reference number they are talking about is you barcode number that is on the application, the letter and the receipt from the post office. Try taking the letter to the post office that checked your application. If the passport office have to write out to you for something that the post office should have checked you are entitled to the refund of the check and send fee.

InsideInsurance

Check and Send is a terrible service and the fact they only give a warranty up to the cost of the checking is a good warning of how confident they are in the quality of the service they are providing.

Citizens Advice say its a complaint in writing to their customer service team http://www.adviceguide.org.uk/england/consumer_e/consumer_post_e/consumer_complaining_about_post_e/how_to_complain_about_the_service_you_received_at_a_post_office.htm

JulieM

I made a successful claim a few years ago. Like you, I read all the information and knew what documents were needed but Post Office Check and Send insisted that I didn't need to send my birth certificate when in fact I did. I had no problem whatsoever in getting a refund, so it looks like you've been given the wrong information.

SaLoGo

Well after a well written email last night, they emailed back requesting some more information so that they can issue a refund.

The annoying thing is, I only used the service because I don't have a cheque book and it was cheaper than sending a PO!

lea2012

I applied for a change of name on my passport in Feb and did it via check and send. I did not send my birth certificate, nor did they request it either?!

I had a change of name deed though, and my decree absolute as I had actually changed my name a year before my divorce went through. All they sent was my change of name deed, and didn't even want to see my decree absolute!

Clutterfree

I used Check and Send 2 weeks ago.
Even though I was 99% certain all was correct, if I had sent all my documentation via Special Delivery it would have cost me £6.40 anyway so it was worth the extra couple of pounds for peace of mind.

Shame they did it wrong for you.
I'm sure you'll get your money back.
Are they also going to reimburse you for now sending your birth certificate via Special Delivery too?

SaLoGo

I have changed back to my maiden name, so they needed to see my birth certificate, marriage certificate and my decree absolute.

I have asked for a full refund, plus the extra costs incurred... I await their response

photome

Clutterfree wrote: »

I used Check and Send 2 weeks ago.
Even though I was 99% certain all was correct, if I had sent all my documentation via Special Delivery it would have cost me £6.40 anyway so it was worth the extra couple of pounds for peace of mind.

Shame they did it wrong for you.
I'm sure you'll get your money back.
Are they also going to reimburse you for now sending your birth certificate via Special Delivery too?

what peace of mind?

as the OP has shown, you are just as well doing it yourself

I liken the PO check and send service to these online companies that are referred to as a rip off

benjus

I do use it, mainly because I find it the most convenient way to pay for the passport. I would always trust my own research from the passport office materials over what the PO staff say, though.

PeteDoff

If I couldn't understand the instructions on how to fill in passport application better than the idiot behind my local Post office counter I'd give up travelling.