Post Office Passport Check & Send

lisa701

Has anyone else had problems with the post office passport check & send service? I'm really disapointed by them.

I have to complete a student loan application form and have two options - enter a valid passport number, or get an additional form signed by someone "proper" and send it to them with my birth & marriage certificate. Thinking the second option would delay the application given I would have to find a "proper" person willing to sign and send off my paperwork, I decided to renew my passport.

Rather than going it alone I used the post office service. Filled in forms, they checked them, paid the fee and left with a receipt then sat back and waited.

Three weeks later no sign of passport so I thought I would chase it up, but when I went online the passport office require a barcode which I've never been given. I called the post office (via customer services as I cannot get a direct number for the branch). When they put me through to the branch they were less than helpful, in fact the person I spoke to was rather rude. Said the printer had not been working at the time but I didnt need a barcode, just had to call the passport office - which I did but they said they could do nothing without the barcode.

Called post office customer services again, who cannot get hold of the branch. They finally gave me the number, but I still cannot get through to the branch.

If I had sent it myself I would at least have the special delivery number I could check to make sure it had arrived, but I have nothing but a bill for £8 for trusting the post office to sort it for me.

So what do I do now? Looks like I'm going to have to go down the route of sending off my paperwork which is a pain given I've just paid for a new passport I won't use for anything else, but it woudl be nice to know where my application is.

elsien

Just in case you weren't aware, the passport service is understaffed and seems to have some delays going on at the moment which might be why it's taking longer than expected.
http://www.theguardian.com/uk-news/2014/jun/06/uk-passport-office-fraud-staff-diverted-applications-backlog
I'd stick with trying to get more information from the post office branch before sending off any more money. Can you call in and phone the passport office while you're standing in front of them, rather than doing it online? Is there any information on the receipt you were given to help narrow it down?

wealdroam

OP, did the front page of the guide notes that came with your application form look like this:




Have another read of the writing in the box:

You must keep a note of the barcode number from the front of your application form. If you use the post office Check & Send service or apply in person at a passport office, you must keep a note of the barcode number printed on your receipt. You will need this number if you want to track the progress of your application once you have sent it to us.

Barcode number ..........................................................

philatio

I'm sure I'll get flamed for this, but i just renewed my passport myself. No check and send.

It was extremely simple and the form is a complete doddle. I don't get why anyone would pay £8 for it to be 'checked' and sent.

Sooler

The post Office says
"Secure: we’ll send your application by Special Delivery™"

Ask the Post Office branch. It's their reponsibility to send it by Special Delivery - that's what the service they charge for included.

The Post Office should be able to confirm if the item they sent by Special Delivery was delivered or not.

lisa701

The post office never gave me the barcode. They gave me a receipt and having never used the service before I assumed all the details I needed would be on that receipt, but they are not.

Having no luck at all getting any sense from the Post Office. Customer Services pass it back to the branch but branch domt even answer the phone. They emailed them to ask they contact me but still nothing.

Only reason I used the service was because I was advised its quicker than sending the application yourself, but clearly thats not the case.

lisa701

Despite being understaffed, the passport office were at least helpful and note rude like the post office were. And they answered the phone!

wealdroam

lisa701 wrote: »

They gave me a receipt and having never used the service before I assumed all the details I needed would be on that receipt, but they are not.

The quote from my earlier post:

If you use the post office Check & Send service or apply in person at a passport office, you must keep a note of the barcode number printed on your receipt.

If there is no barcode number printed on your receipt, then its back to the Post Office you go.

neenaww

I too have used it and been unhappy with the service.


After 3 weeks I got a letter from the passport office saying the documents that had been sent (and checked as correct by the P.O!) were not sufficient!!!




To the P.O's credit they did note that I had used the service and had been let down and sent me all the details to be able to get a refund and still returned all my documents securely by signed for/special delivery!

lisa701

I'm aware that I need the barcode, but as I've never used the service before I just expected that one of the codes on the receipt I'd been given to be the barcode. The post office employee wasnt very helpful at the time, maybe if they had offered a complete service they could have pointed to the receipt they had given me and mentioned which one was the barcode I would need to chase up the passport. It would have then been highlighted they had not given me one.

Anyway, thats all in the past. The issue I'm having now is actually getting hold of anyone at the post office. I'm unable to get to the branch as its a 50 mile round trip which I'm unable to do during the day due to work. Customer services have tried calling them to no avail and I've done the same. Other than take time off work and do that trip I dont know what else to do.

lisa701

I'm also not very hopeful it actually arrived in one piece at the passport office. The post office employee walked off with my passport, photos and form in her hand and started dealing with other waiting customers before coming back to me for payment. When I asked if she needed the envelope the application form came in she said she didnt. So how could she ensure all my paperwork etc. was kept together without it being in some form of envelope?