First british passport application : email "We need more evidence from you"

[lpasquinelli]

Good afternoon,

I get my naturalisation at mid of January 2024, couple of weeks ago (2nd July 2024) I applied for my first British passport, I sent my Italian passport (with the certificate of naturalisation) on the 8th of July 2024 and they confirmed to have received documents on the 9th of July 2024.
Now just few minutes ago I received the following email, but I'm confused as I already sent them my Italian passport and I always travelled using that once since September 2020 when I got my last renewal, I had another Italian passport that I used to enter in the UK since 2015, but that as been withdrawn by Italian Authority when I requested a new passport and I don't have a full copy version of that one just the page that show the passport details.
They proposed to send them travel documents which I don't think I have, I only have electronic boarding pass,
I eventually have a "Subject Access Request " which trace all my passenger history on these 2 passport, would that be a valid document I can provide?

What should I send to them? I would appreciate any suggestions.

Thank you

Dear XXXX ABC,

Application reference: PEX xxx xxx xxxx

We need more evidence from you to help us with your passport application.

Send the passport you used to get to the place where you live
Send the passport or travel document you used to travel to the country that is now your home.

If you are unable to send the passport, send a colour photocopy of every page instead.

How to send us evidence
When you are sending us evidence, make sure you:

do not include a cover letter, we only want the evidence we have asked for
use a strong envelope that’s the right size for anything you need to send us
check the weight and pay the correct postage – consider using a signed and tracked service
send to this address – this includes the application reference so we can match anything you send us to your application
HM Passport Office
UK-DOCS
PEX 530 144 8714
Three Cherry Trees Lane
Hemel Hempstead
HP2 7HQ

We will return any evidence you send us when we’re finished with it.

[contorted_svy]

It seems you sent all the correct documents - your naturalisation certificate and all your uncancelled passports. Try calling the helpline and ask to speak with a senior case worker. Boarding passes and SAR wouldn't work I suspect as they want a travel document (i.e. passport) not proof that you have travelled.

Passport Adviceline
Telephone: 0300 222 0000
From outside the UK: +44 (0)300 222 0000
Textphone: 18001 0300 222 0222
Monday to Friday, 8am to 8pm
Saturday, Sunday and UK bank holidays, 9am to 5:30pm
Find out about call charges

[lpasquinelli]

Thank you, that's what I was suspecting too, I'll call them now.

[secret.simon]

Can you get proof from the Italian passport authorities that the other Italian passport that you had used in the past has been cancelled by them?

Remember that you do need to send in any uncancelled passports, even ones that have expired.

[lpasquinelli]

Can you get proof from the Italian passport authorities that the other Italian passport that you had used in the past has been cancelled by them?

Remember that you do need to send in any uncanceled passports, even ones that have expired.

To be honest it would be hard, as Italian expat living in the UK, only authority I can reference to is the italian consulate which I don't even know if they produce these kinds of proof, they just withdrawal the passport when you request a new one (they ask you if you want to keep it, but I didn't requested as in 2021 I didn't even know if I wanted to settled indefinitely in the UK).

However I gave a call as suggested by @contorted_svy, the adviser was able to look into my application, he asked me several questions and at the end he confirmed that they received the italian passport and he'll put a note on the application.

[contorted_svy]

So did the consulate keep your previous passport? You should not have to explain yourself.
I suggest you write down a log of what is happening - that you called the helpline today and this is the advice you received. If this is not resolved you will need to submit a complaint and having a timeline/paper trail of all communication may be helpful at that stage.

[lpasquinelli]

So did the consulate keep your previous passport? You should not have to explain yourself.
I suggest you write down a log of what is happening - that you called the helpline today and this is the advice you received. If this is not resolved you will need to submit a complaint and having a timeline/paper trail of all communication may be helpful at that stage.

I did last passport renewal in Italy (as timeline for the same service through the consulate was much higher) and the police station where I did the applicattion kept the previous passport, they do not release any proof of that action.
Thanks for your suggestion, I already have a logbook where I'm tracing all events related the passport application, I was thinking to wait 1 week to see if they'll provide an update on the tracker and if not i'll give them a call again after that I'll raise a complaint and provide all the timeline / communication.

[lpasquinelli]

****LAST UPDATE****
Yesterday I received another email from Passport Office mentioning I need to send them documents, so I gave them a call and asked to speak with a case worker, I declared properly to him that the passport I used in 2016 has been cut by Italian Authorities when I renewed it and I don't have it anymore and I also don't have any full scanned copy of that passport. The case worker was very kind and she said she'll sent an email on this case containing what I just told her and I should wait till end of next week if I don't hear anythig.
This morning I received an email from the Passport Office confirming the passport has been approved.

Thanks you all for all suggestions provided I received in this thread.

[contorted_svy]

Great news, congratulations.