Has anyone had any experience going to the passport office?

Hi All,
My passport application for my first British Passport was submitted more than 10 weeks ago but have not received it. I then submitted an Emergency Travel request on compassionate basis more than a week ago. I called the passport office and was told by one of the operators that I should go physically to the office and they should be able to help me. I am just checking to see if anyone has done this in the past and if it worked. I am worried cos it is for a surgery in about a week's time.

Just wanted to post an update that my application has now been approved and passport is on its way so no need for the trip.

Congratulations and hoping all goes well with you.

Thank you