HMPO lost passport!

joannakabana

I am absolutely livid with the passport office right now.

To provide some context, my husband is a new British citizen, having just become naturalised after 5 years living in the UK. He was very excited to finally apply for his British passport, as the last step in a very long journey.

Last Saturday, my husband got the confirmation text to say that his passport was ready. On Monday, he received his supporting documents. Then... nothing.

So yesterday afternoon, he called HMPO and they said his passport was printed on Monday and they don’t know where it is now! They don’t have a tracking number for it so have no idea where it is! What on earth can we do now? My husband is furious because he’s planning to visit his family in June and I feel completely powerless.

Has this ever happened before? Any advice?

:mad:

[Deleted User]

Of course it's happened before.

Ask them to print and provide another. June is long time away. No need to panic.

joannakabana

When he phoned again this morning, he was told they’d need to investigate to find out exactly what happened. That sounds like something that could take a very long time.

In the meantime, he’s also worried that his passport could be used for identity theft. Could it be?

[Deleted User]

Lots of documents can be used for ID theft. They rarely are.

Worry about that when it's appropriate to worry.

The investigation doesn't sound like it will take a very long time. Just a quick procedural check.

joannakabana

Still nothing from HMPO. We’ve called them every day and are getting absolutely nowhere. We have no clue as to the process of the “investigation”. Can we escalate this?

smudge56

joannakabana wrote: »

Still nothing from HMPO. We’ve called them every day and are getting absolutely nowhere. We have no clue as to the process of the “investigation”. Can we escalate this?

If it’s been printed and sent out there will be a tracking number
The courier will investigate it. It really doesn’t take that long. Phone again and ask it to be escalated to a formal complaint.
Phone the complaints team on tel:03002220000 or write to them @
HMPO
PObox 767
Southport
PR8 9PW
Once you register an official complaint it will be dealt with quickly
You could also contact them on Twitter @HM_passport

heatherw_01

They will be trying to track it, it won't take until June so I wouldn't worry too much.
They will have to track it before printing another seeing as it is an identification document

Jumblebumble

heatherw_01 wrote: »

They will be trying to track it, it won't take until June so I wouldn't worry too much.
They will have to track it before printing another seeing as it is an identification document

Why is this any different to the passport arriving and being lost by the owner the same day?
They would have no trouble in printing another.

Lanzarote1938

joannakabana wrote: »

I am absolutely livid with the passport office right now.

To provide some context, my husband is a new British citizen, having just become naturalised after 5 years living in the UK. He was very excited to finally apply for his British passport, as the last step in a very long journey.

Last Saturday, my husband got the confirmation text to say that his passport was ready. On Monday, he received his supporting documents. Then... nothing.

So yesterday afternoon, he called HMPO and they said his passport was printed on Monday and they don’t know where it is now! They don’t have a tracking number for it so have no idea where it is! What on earth can we do now? My husband is furious because he’s planning to visit his family in June and I feel completely powerless.

Has this ever happened before? Any advice?

:mad:

Can he use his previous passport?

NoodleDoodleMan

Can we escalate this?

Contact your MP - government agencies prioritise such official enquiries........according to our former MP some years ago.