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Help! Passport office lost all of my documents
Posted: Thu Oct 06, 2022 7:53 am
by kenny_2020
Hi all,
I had applied for my 1st british passport after naturalization on 16 Sep 2022. I had sent them my old Indian Passport and UK Naturalization certificate by Royal Mail (Tracked 24 hrs) and was received by HMPO Bootle on 21-Sep. I got an email yesterday from Passport office stating that I should send my UK Naturalization certificate to them.
This got the alarm bells ringing and I immediately called up the Passport helpline (0300 222 0000) and they informed that they also do not have my old passports as well. The only thing they mentioned they could do is order an investigation......with no reference number or expected timeline.
I am really worried as I do not have any document with me now. Any pointers on how I could get the documents back and also get my passport processed.
Re: Help! Passport office lost all of my documents
Posted: Thu Oct 06, 2022 8:36 am
by contorted_svy
That's pretty awful of them. I'm sorry. You could try to write a complaint but I have no idea on how to speed up this process, if Royal Mail marked your documents as delivered they must have them somewhere. Can you write to them with the screenshot of the Royal Mail tracking being delivered and they confirming in writing they don't have anything? That would be written proof that they lost them in their offices, not a major consolation but at least proof you sent the documents to the right address and that they have them.
Re: Help! Passport office lost all of my documents
Posted: Thu Nov 03, 2022 11:33 pm
by kenny_2020
An update on the above. My UK passport has now been processed and my documents were found by the Passport office but not without a fair share of official emails, phone calls and escalations.
For anyone in a similar situation here is my learning:
1) Do not assume the UK passport office will by itself take the initiative of locating your missing documents. You alone will need to do the follow ups and be persistent. In my experience the UK passport office will not share any information proactively and you will need to be persistent with them. Its your UK passport and your critical documents so it is in your interest to do the followups.
2) Immediately once you get to know your documents are missing call the UK passport helpline 0300 222 0000 (options 8 and 3 after that)......I called up this number every alternate day and each time someone new picked up and I had to explain each time (approx 45 mins call each time). However, on each call they will forward your concern to the relevant passport office
3) Once you call the UK Passport helpline, insist that you speak to someone from the "Customer Service Management" team. Thing is, most of the people you talk on the UK passport helpline are WFH and hence no one can actually go to the passport office and look at the envelope you sent. Only the "Customer Service Management" team can actually physically go to the office and look at the documents
4) Always send your documents by Royal mail tracked and signed and keep the tracking number safely with you. In a scenario of lost/missing documents the Royal Mail tracking number alone will save the day for you. Make sure this Royal Mail tracking number is provided to the Customer Service Management team each time you call them
5) Have your local MP write to the UK Passport office with your concern
6) Before sending any documents make sure you have a scanned copy of the documents with you
7) There is a provision to file a complaint with the passport office on their website. With this they are bound to give you a reply within 7 days.
Re: Help! Passport office lost all of my documents
Posted: Fri Nov 04, 2022 4:55 am
by AmazonianX
kenny_2020 wrote: ↑Thu Nov 03, 2022 11:33 pm
An update on the above. My UK passport has now been processed and my documents were found by the Passport office but not without a fair share of official emails, phone calls and escalations.
For anyone in a similar situation here is my learning:
1) Do not assume the UK passport office will by itself take the initiative of locating your missing documents. You alone will need to do the follow ups and be persistent. In my experience the UK passport office will not share any information proactively and you will need to be persistent with them. Its your UK passport and your critical documents so it is in your interest to do the followups.
2) Immediately once you get to know your documents are missing call the UK passport helpline 0300 222 0000 (options 8 and 3 after that)......I called up this number every alternate day and each time someone new picked up and I had to explain each time (approx 45 mins call each time). However, on each call they will forward your concern to the relevant passport office
3) Once you call the UK Passport helpline, insist that you speak to someone from the "Customer Service Management" team. Thing is, most of the people you talk on the UK passport helpline are WFH and hence no one can actually go to the passport office and look at the envelope you sent. Only the "Customer Service Management" team can actually physically go to the office and look at the documents
4) Always send your documents by Royal mail tracked and signed and keep the tracking number safely with you. In a scenario of lost/missing documents the Royal Mail tracking number alone will save the day for you. Make sure this Royal Mail tracking number is provided to the Customer Service Management team each time you call them
5) Have your local MP write to the UK Passport office with your concern
6) Before sending any documents make sure you have a scanned copy of the documents with you
7) There is a provision to file a complaint with the passport office on their website. With this they are bound to give you a reply within 7 days.
Congratulations and thanks on the detailed feedback. You have outlined steps to take pretty well and these will be helpful.