Passports Office Avis 

Sent all documentation for a surname change, I had called ahead an confirmed that the documents I was sending would be acceptable and told yes there would be no problems.
Then received an email to say one of the documents weren't accepted.
Then sent a different piece of documentation and now no updates on application, have checked the online process updates and there haven't been any for weeks.
Called today and a lady wouldn't tell me anything, kept saying we can't say if documents been received, you will receive an update on your application in your online tracker when necessary.
Poor customer service and poor tracker with no updates for weeks.

I was needing to get my passport done for the first time since I was a child. Plus I live overseas in America. Once I got the photo figured out, there are no places here in America that do passport photos to UK standards. I did the online application, got confirmation and then sent my documents to the passport office. From the time I submitted the application to the time everything was done and back in my hands, was 9 DAYS. Fantastic job! 9 days and i had my new passport in my hand! Unbelievable service, and it was during the Christmas holiday time.

I was quite anxious about our passport issue. It is a formal and quiet environment so can feel quite tense. I was dealt with a lovely lady called Rosa. She was kind and reassuring and put me at ease. She also went out of her way to let me know someone in the London office was looking at our case, which she didn’t need to do and kept me hopeful for the passport’s arrival!
I’ve done 4 stars as despite being pretty empty I waited a while.

First class service over the holiday period

Could not have been better. We can only hope that this level of service could be rolled out all over the UK!

Past guideline times, customer service unable to give any information. They can keep the application as long as they feel like as well as payment for the passport application and your documents. I thought getting this passport sorted will be quicker, however I should have made alternative arrangements. Massive fail and awful service

Very very good - fast, informative throughout process. Very impressed

Brilliant service for a routine passport renewal. Completed form online including digital photos from a local supermarket Photo Booth on Thursday. Posted old passport same day. New passport popped through letterbox on Tuesday!!! Well done the passport office and thank you!

The online renewal process was quick and easy. 5 days to get a new passport and I was updated on progress at every stage. I don’t normally write reviews but I felt that this deserved one

Excellent service.Updated us on all stages of process.Quick and very efficient...highly recommend!

Absolutely spot on 5* service. We applied via the Gov.UK website on Thursday 13th November. Immediately receiving confirmation of our completed application, & payment. A request, with full instructions to return our old passport followed, which would be linked to our new passport application once it was received. On 17th November we received text & email confirmation of receipt of our old passport. Followed on 19th November for a further image. As the original passport image was not suitable. Within 20 seconds of uploading the requested image. We received confirmation that the image was acceptable. And our new passport would be with us within 5 days.
On 21st November we again received text, & email confirmation that our passport was in transit, via Royal Mail tracked delivery.
The following morning 22nd November. We received our shiny new passport. With further instructions of our old passport to follow separately in the post.
On 25th November our process was complete. With our old passport dropping through our letterbox.
12 days including the Saturday & Sunday. Our application was completed.
Throughout the process we were informed by text & email of every stage of the application.
Well done to all the staff involved.
An exceptional 5* service, which included the super easy online application process.

Absolutely shocking. Trying to get a passport for someone who is unable too due to severe learning difficulties has taken almost 6 months and 2 reapplication. Verifying identity has been a nightmare with care staff who are the people closest to the person being rejected as verification. Finally got the passport to discover they'd misprinted so now we have to do the entire process again? I get safeguarding but if someone has alllll the details and the application numbers and you have the phone records it should not be this laborious!

The person I have been speaking 2 all morning is such a massive help gives you that piece of mind knowing everything will be okay I would highely recommend if you have any concerns or worries

Within 5 working days of receiving my old Passport, my new one was delivered at my home address … brilliant notification throughout, outstanding service !

My old passport was returned 2 days later …

Renewed both my wife’s and my own passport at the same time using the online service. I was supposed to send each passport to a different passport office but didn’t read that part until after I had posted them to one office. Telephoned the Hemel Hempstead office to advise them of my ‘screw up’ and spoke to a very pleasant lady who dealt with my problem with little fuss. As others have stated, regular updates as to progress of application and then delivered on day they stated. From application to receipt was only 6 days. It would seem to be a government office that really works. Cannot fault them at all.

Went to Newport this morning. Got there early as no rush hour problems. Free parking at Asda. Result.
Guy on reception was very funny.
Seen early by The Lovely Beth and my text says my application is successful and should be with me in the week.
Mustn't grumble.
Thanks guys .
Keep up the good work.
Not something you hear about these governing departments lol

Very rare I'll use this for compliments, but credit where credit is due. I've been on the receiving end of some bad processes from many seevices but Passport Office have their process absolutely nailed. Contacted right from the moment they received old passport, updated throughout and received within a week. Absolutely first class service.

New passport delivered in 1 week to my address in France. Absolutely outstanding service, with clear communication every step of the way. Very, very impressed.

Applied for 2 normal passports on Sunday directly on the UK government website, posted off our old passports on Monday by 2nd class post. We received our new passports on Friday, less than 1 week after applying. Very slick government service, communication emails on order progression was excellent.
For info this review is for the actual government passport office, NOT a review of an independent service

Very rude, unhelpful staff members called several times regarding some issues with application.
Not helpful delayed passport by several weeks. Did not even want to speak about the issue. Awful!

Fast service but poor in some areas

I made an application for my family member's passport. Whilst the service was fast - some parts of the service was poor.

The original birth certificate that i had sent off for them to review was returned damaged and wet. I sent it off in a hard back envelope with a plastic protective sleeve and they returned it in a normal envelope and it is now damaged.

This is such poor consideration and care for the citizens they are service - why do they take such a big admin fee then? Very saddening to experience.