Passport renewal - please help

Vicki1201

I sent my passport renewal on 21st April 2022, I had a holiday booked in July which I had to cancel due to not receiving my passport in time and when chased all the passport office would say that it can take 10 weeks and there are significant delays  - I am going on my holiday to 5th Sept and have started to chase the passport office again - I am now being told that they can not trace my application on the system, to then its at the bottom of the pile, to then its been sent to printing, to then the picture has not passed and a new picture needs to be sent - this picture was sent to them 1 and a half weeks ago - I have chased again today and have been told that they have not received the picture and I need to send again - I have told them about my holiday in sept and they keep saying that there is nothing that can be done - they acknowledge all the problems have been their end but dont seem to want to help - I have asked to cancle the application and start again and fast track but they say they cant - I have asked to attend Liverpool and told i cant - I have asked to speak to a manager to escalate and told no managers are there - what do I do please help - I dont want to lose my holiday again and lose money yet again due to the passport office 

MSE_Laura_F

Hi @Vicki1201, I've moved this post to the Overseas holidays & travel planning board where it has the best chance of getting some useful answers. 

Thanks,

MSE Laura F

smudge56

Vicki1201 said:

I sent my passport renewal on 21st April 2022, I had a holiday booked in July which I had to cancel due to not receiving my passport in time and when chased all the passport office would say that it can take 10 weeks and there are significant delays  - I am going on my holiday to 5th Sept and have started to chase the passport office again - I am now being told that they can not trace my application on the system, to then its at the bottom of the pile, to then its been sent to printing, to then the picture has not passed and a new picture needs to be sent - this picture was sent to them 1 and a half weeks ago - I have chased again today and have been told that they have not received the picture and I need to send again - I have told them about my holiday in sept and they keep saying that there is nothing that can be done - they acknowledge all the problems have been their end but dont seem to want to help - I have asked to cancle the application and start again and fast track but they say they cant - I have asked to attend Liverpool and told i cant - I have asked to speak to a manager to escalate and told no managers are there - what do I do please help - I dont want to lose my holiday again and lose money yet again due to the passport office 

If you know what office you application is in - send an email to stating you wish to escalate your application as HMPO has not met their SLA.  Attach proof of travel and in the heading put you date of travel and your application (PEX) number - the email addresses are GLASGOWUPGRADETEAM@HMPO  DURHAMUPGRADETEAM@HMPO  LIVERPOOLUPGRADETEAM@HMPO  NEWPORTUPGRADETEAM@HMPO  PETERBOROUGHUPGRADETEAM@HMPO  BELFASTUPGRADETEAM@HMPO 
Do not pay any upgrade fee if you are asked,  as you application has been in for ever 10 weeks.  
If you've close enough to any passport office you can turn up and wait to be seen - even if its just to get them to ec=xplain what is happening with your application.   All offices have access to applications in every office, but may not be able to work on the application if it is not physically in their office, but they can contact the examiner at the office concerned directly.  Any phone calls from HMPO are from a withheld number so be sure to answer.