Passports Office Avis 

Amazing how an Online subbmitted Photo taken at Photo Booth can be instantly approved like 2 seconds later I get approval. I assume the Government must be receiving a percentage of the cost. Wonder what percentage, if any of Photos taken at Home actually get approved. It cost me £30 today to get these done as I have to travel by Taxis.

I am a Brit living in South Africa and am so impressed with my experience of renewing my UK passport.
The initial online application was very easy to complete.
Then having sent my current passport to the UK Passport office via courier, they kept me advised of its receipt and each step of my application until they couriered my new passport back to me.
The whole process took just three week with not a single hitch.
Exceptional stress free service.
"BRAVO HMPO"

I was disappointed with the identity confirmation process for passport applications.

When I initially completed my child application, I selected the option for my identity confirmer to verify identity via email. However, I thought to check what form-based looks like, but this changed the confimer channel from email to form-based. Unfortunately, there was no option available within the application to switch back to the email method.

When I contacted customer service for assistance, I was advised that it is not possible to change the confirmation method once it has been altered. This was frustrating, as the form-based method was less convenient for both myself and the person confirming the identity of my child. It also created unnecessary delays and inconvenience during the application process.

Suggested Improvements:

Allow applicants to change the identity confirmation method within their application before submission.
Provide a clear warning explaining that changing the confirmation method is permanent and cannot be reversed.
Enable customer service representatives to reset or amend the confirmation method in exceptional circumstances.
Improve guidance throughout the application process so applicants fully understand the implications of selecting or changing their preferred confirmation method.

A more flexible and transparent process would improve the user experience and help avoid unnecessary frustration for applicants.

Required urgent passport renewal.
Online form very clear and simple.
Passport photo in Asda Booth very simple producing photos and code.
Rapid appointment at Durham. Easy to find.
Clear instructions.
Very pleasant staff at all stages of appt.
Excellent experience.

Amazed, applied for a replacement passport online 02/06 using standard service. Posted old passport next day. New passport received 06/06. Regular Email updates during the process. Far too efficient for a government department. Now if only they could sort out the HMRC and rest of government like that we might have a chance

Peterborough. Good points: well organised, good queue control (near military efficiency!), good communications on application progress, staff polite helpful and friendly, very easy car parking about 200 yards away (Pleasure Fair CP takes cards, cash, apps), replacement passport arrived in 2 days via 1week fast track).
Area for improvement: be clear on timings. It’s made very clear that arrivals earlier than 10 minutes before will be turned back until their stated time (saw it happen). However I suspect that many, like me, will have travelled a considerable distance and, worried about traffic congestion (A14!), overcompensate. It’s not made clear what would happen if delayed. (Advice : If v early, cross river, several coffee shops etc in arcade on L about 300 yards away).

My passport took 5 days, well done Guys that's amazing.

Based on my experience i found Passport Office services totally unacceptable and unprofessional. It took them 15 weeks just to tell me that they needed more information. In one occasion one of their agents terminated the chat without reason. In another occasion they told me that the address i ve given them does not match their records. I lived in that address for over 27 years and had three other passport issued to that address. I made a complaint over three weeks ago and still waiting to hear from them.

I was turned away from the airport because even though my passport has seven months before expiry it was issued more than ten years ago and is not accepted for travel within the EU. It beggars belief that this is not more widely publicised. After online application for emergency renewal at considerable cost, turned up at London passport office where there are no waiting facilities of any sort even though cold, wet and windy outside, and they don’t send a text when the new passport is ready to collect, just say to come back in four hours. Terrible setup, would give zero stars if I could. Helpful lady behind the counter, though.

My mother is a UK citizen and has been waiting exactly 2 months today and the passport has still not arrived.
Documents after documents and weeks for them to process each document.

I wish I could give 0 stars! I had a very stressful experience with HM Passport Office while applying for my own first British passport and my baby’s first passport at the same time.

From the beginning, I was given conflicting and incorrect advice. I was initially told to send documents to two different offices, then later advised to send everything to the same office so the applications could be linked. Despite following this guidance, the applications were never linked.

My passport was processed separately, approved, and my documents were returned to me, while my baby’s application remained stuck with no updates. I then had to resend my naturalisation certificate and additional documents, causing further delay.

I was also told that once my baby’s documents were received, they would be scanned immediately so the application could proceed. However, after delivery, I was told to wait up to 5 working days, which contradicted what I had been told earlier.

Throughout this process, I repeatedly contacted HM Passport Office explaining the urgency of my situation, including serious health reasons and the need to travel with my baby. Initially, I was told there was nothing they could do. Only after further calls was I told that a note had been added to the examiner’s queue, but no real action followed.

The lack of clear communication, inconsistent advice, and failure to link applications caused unnecessary delays and stress. This situation is especially difficult as I have urgent travel booked and depend on timely processing.

Overall, the experience felt disorganised and lacking empathy. I understand processes take time, but clear and consistent guidance would have prevented much of this.

I hope HM Passport Office improves communication and handling of linked applications in the future. I AM NOW AT RISK OF MISSING MY FLIGHT WITH MY BABY BECAUSE OF THEIR INCOMPETENT STAFF/POLICIES.

Great service easy to navigate i had lost my out of date passport however with a few clicks I was able to re apply for a new one a quick digital photo and I was done think it took about 2 weeks to arrive but received plenty of updates which was helpful a job well done

I used the one-week emergency renewal process and it was brilliant from start to finish - the online application was simple, every member of staff I encountered at the Docklands passport office was friendly and welcoming, communications were spot on and I received my passport just two days later.

Excellent. Our renewed passports arrived in exactly 2 weeks after we sent the application and documents. Plus I called twice before sending the documents with questions with zero waiting time on the line. Very different experience to the one I had in 2021.

Applied on 7th April. Had my photo taken at the local photo shop and already knew that it had passed the check to be used. Well worth every penny and I actually like my passport photo! That's never happened before. Completed my online application in the afternoon and dropped my old passport back at the post office. Had email updates through the whole process and my new passport was with me on the 14th April. Amazing service. Why can't everything be like this all of the time?

HM Passport office text and emailed as soon as they got my passport application, they also advised of a couple of things I needed to do before sending my new passport out, very organised and efficient.

Fantastic experience. Myself and my husband used the fast track passport renewal service on the 22nd of April 2026 our appointment was 10:20 am for both of us. Arrived 45 minutes early to pick them up and they were ready. Staff at the entrance were brilliant as was the lady who handed over the passport to us. The staff were amazing at all points of the process. We cannot recommend this office highly enough. This is the third time in the last 20 years we have used this office and each time it has been a first class experience. Huge thanks.

Used the 7 day service, queuing system was efficient, staff were pleasant, friendly & helpful. Received regular text updates whilst my passport was en route. My passport wasn't due to arrive until after my planned departure date (my fault entirely) but actually arrived after 6 days (including a weekend & 2 bank holidays). Amazing! Thank you.

Recently renewed an adult and child UK passport, standard size and service. Now I dont have my old documents back so I hope this doesnt jinx things, but wow. Super easy to do online and turn around time was less than half that set out as an expectation. I never thought I would be struggling to think of suggestions for improvment. After a long think, all i could come up with is, if they used the info entered to allow you to click through to a postal agency, pre filled info and just hit print lable or get QR code. I would expect the price to be added to the passport price but just make the final step of posting to HM Passport office even easier. This would take what I experienced from wow to spechless. The price to some may feel high or low, but total for both was less than 3 tanks of petrol the same day, so in the scheme of things felt reasonable to me given how easy and quick it was for me.

I thought I'd use the digital service, as it was the cheaper option. I tried to upload photos of myself, but it kept rejecting my pictures.
I've now decided not to bother, and I'm catching a rubber boat to France, so that I can reach Spain eventually. It shouldn't be a problem getting back.