My job requires that I travel fairly regularly and can often be at short notice. My passport was due to expire in November and therefore as I knew I would not be travelling for at least 7 weeks and the HMPO website states that
“It should take 6 weeks to get your first adult passport once your form has been received. For all other application types, it should take 3 weeks. It can take longer if more information is needed or your application hasn’t been filled out correctly”
I decided it would be a good opportunity to renew my passport early. I completed the online application on the 4th February and sent the signed application on the 10th February which was received by the HMPO the next day. The application was then received by the Examination office on the 13th February. To date I still have not received my new passport and I am due to travel on Sunday for a family holiday.
Below is a timetable of events with regard to my attempts to get my new passport sent to me.
I have done everything I can to get my new passport sent to me but all to no avail. Every time I call I am told that checks are being carried out but am not informed as to what are the checks nor where they are in the process. Regardless of all the requests for the Examiners office to contact me I have never received a call back only from the local call centre who can only tell me what they can see on their screen. Even a request by my local MP to call me was ignored. It is not possible for the person in the call centre to phone the Examiners office but only send emails.
On the HMPO website and when you call them it states "Don’t book travel until you have a valid passport - doing so is at your own risk" which is their get out clause. However I believe that this is unfair as I have a child in school and if you wish to go on vacation during the school holidays then it is imperative to book in advance. In addition, as stated previously, I travel with my work and can do so at very short notice and therefore the opportunity to submit my passport for renewal is very limited. I was informed by HMPO that 97% of applications in 2014 were processed in the target time of 3 weeks. I have no idea why I am probably in the unlucky 3% but despite my requests asking for an explanation as to why there has been such a long delay, despite informing the HMPO that I would be traveling on the 23rd and that a family holiday is planned for the 5th April, despite stating that I would pay additional money and travel to Liverpool if it meant that I could get my passport, despite all the requests for call backs and only receiving 3 replies and none from the actual Examiners office, the only response I have received is that ‘checks are being carried out’ and ‘I may make a complaint’ neither of which help to solve the problem of still not having my passport. If the HMPO was a business they would not last long based on the way that they treat/ignore their ‘customers’.
I personally have not had a full nights sleep for weeks, I have a permanent headache and I feel as if I am going to be sick every time I eat. I have not been able to concentrate on my work for the past 2 weeks. My wife is also very stressed and my daughter very upset that she will not be going on holiday. This was our main holiday for the year and I am likely to lose over £3,500 as a result. I am determined to insist a full investigation is undertaken and will do everything in my power to find out who personally is responsible for us missing our vacation. HMPO should not be allowed to use their get out clause to avoid any claims. I want HMPO/the Home Office to compensate me for my losses as well as for the emotional distress it has caused me and my family. If I do not get my passport back soon I will not be able to do my job as I am due to go to Germany in a few weeks.
Please can you advise on what legal redress I may have against the HMPO.
“It should take 6 weeks to get your first adult passport once your form has been received. For all other application types, it should take 3 weeks. It can take longer if more information is needed or your application hasn’t been filled out correctly”
I decided it would be a good opportunity to renew my passport early. I completed the online application on the 4th February and sent the signed application on the 10th February which was received by the HMPO the next day. The application was then received by the Examination office on the 13th February. To date I still have not received my new passport and I am due to travel on Sunday for a family holiday.
Below is a timetable of events with regard to my attempts to get my new passport sent to me.
| Date | Action | Call Centre | Response |
| 04/02/15 | Online Renewal Application received | ||
| 11/02/15 | HMPO received signed application | ||
| 13/02/15 | Signed application received by Examiners office | ||
| 09/03/15 | Called to Advice Line for update | Belfast | Given local office number to speak to & requested call back (48hrs) |
| 10/03/15 | Called local HMPO office for update | Southport | Informed that application had been received and checks being carried out |
| 18/03/15 | Called local HMPO office for update; informed travel on 23/05 | Southport | Informed checks being carried out |
| 19/03/15 | Called local HMPO office for update | Southport | Informed checks being carried out |
| 20/03/15 | Called local HMPO 3 times | Southport | Informed checks being carried out; asked for an email to be sent to Examiner on 3rd call saying passport required urgently |
| 21/03/15 | Called Advice Line | Belfast | Informed checks being carried out; requested an email be sent; a 48 hr call back requested |
| 22/03/15 | Called by HMPO | ? | Informed checks being carried out; requested that the HMPO review the urgency of my request; email sent to Examiners office |
| 23/03/15 | Called Advice Line twice; missed travel | Belfast | Informed checks being carried out; requested 24 hr call back via email |
| 24/03/15 | Called Advice Line | Belfast | Informed no call back; request made by email for a 2 hr call back |
| 24/03/15 | Called by HMPO | ? | Informed checks are being carried out; email sent to Examiners office stating that I would pay additional sum to pay for premium service and would come to Liverpool collect passport; |
| Date | Action | Call Centre | Response |
| 24/03/15 | Called Advice Line (18:40) | Belfast | Requested another email sent to emphasize the urgency as family holiday booked for travel on the 5th April (48 hrs) |
| 25/03/15 | Called Advice Line (10:50) | Belfast | Formal request to upgrade to premium 1 day service (2 working days to respond) |
| 26/03/15 | Called local office | Southport | Informed that checks are being carried out and that I have to wait until the end of the 27th March for a call back to see if an upgrade has been approved. |
| 26/03/15 | Called Advice Line | Belfast | Informed that Examiners office chased up results of checks on the 25th March and expect results in 2 days |
| 27/03/15 | Meeting with local MP | Enfield | Local MP called MP Passport hotline and requested a call back on my behalf; not actioned by HMPO |
| 27/03/15 | Called local office (16:00) | Southport | Requested feedback on whether fast track approved, no call received by end of the day 18:00 |
| 27/03/15 | Called Advice Line | Belfast | Informed that no response to upgrade request or offer to pay for upgrade and come to Liverpool; a further email request was sent to the Examiners office |
| 30/03/15 | Called Advice Line (08:30) | Belfast | Informed them no response from Liverpool to various requests. Escalation sent for 3 hr call back |
| 30/03/15 | Email to MP (12:19) | Informed MP no response from HMPO to various requests from last week. Stated his office would call for an update | |
| 30/03/15 | Called local office (12:15) | Southport | Informed office that no call back had been received. A further email sent to Examiners office requesting urgency |
| 30/03/15 | Called Advice Line (16:15) | Belfast | Informed them I still had not received a call back from the Examiners office. A further request for a call back submitted |
| 30/03/15 | Called by local office (16:55) | Southport | Received a call stating that further checks were being carried out and that I should call back the next day at the same time. |
| 31/03/15 | Called local office (16:00) | Southport | Informed that checks are still being carried out. Email sent to the Examiners office stating urgency of request |
I have done everything I can to get my new passport sent to me but all to no avail. Every time I call I am told that checks are being carried out but am not informed as to what are the checks nor where they are in the process. Regardless of all the requests for the Examiners office to contact me I have never received a call back only from the local call centre who can only tell me what they can see on their screen. Even a request by my local MP to call me was ignored. It is not possible for the person in the call centre to phone the Examiners office but only send emails.
On the HMPO website and when you call them it states "Don’t book travel until you have a valid passport - doing so is at your own risk" which is their get out clause. However I believe that this is unfair as I have a child in school and if you wish to go on vacation during the school holidays then it is imperative to book in advance. In addition, as stated previously, I travel with my work and can do so at very short notice and therefore the opportunity to submit my passport for renewal is very limited. I was informed by HMPO that 97% of applications in 2014 were processed in the target time of 3 weeks. I have no idea why I am probably in the unlucky 3% but despite my requests asking for an explanation as to why there has been such a long delay, despite informing the HMPO that I would be traveling on the 23rd and that a family holiday is planned for the 5th April, despite stating that I would pay additional money and travel to Liverpool if it meant that I could get my passport, despite all the requests for call backs and only receiving 3 replies and none from the actual Examiners office, the only response I have received is that ‘checks are being carried out’ and ‘I may make a complaint’ neither of which help to solve the problem of still not having my passport. If the HMPO was a business they would not last long based on the way that they treat/ignore their ‘customers’.
I personally have not had a full nights sleep for weeks, I have a permanent headache and I feel as if I am going to be sick every time I eat. I have not been able to concentrate on my work for the past 2 weeks. My wife is also very stressed and my daughter very upset that she will not be going on holiday. This was our main holiday for the year and I am likely to lose over £3,500 as a result. I am determined to insist a full investigation is undertaken and will do everything in my power to find out who personally is responsible for us missing our vacation. HMPO should not be allowed to use their get out clause to avoid any claims. I want HMPO/the Home Office to compensate me for my losses as well as for the emotional distress it has caused me and my family. If I do not get my passport back soon I will not be able to do my job as I am due to go to Germany in a few weeks.
Please can you advise on what legal redress I may have against the HMPO.
Delay of Passport Renewal - Emotional Distress and Financial Loss
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