One million new passport applications were processed in March this year, 13% more than in March 2019. There are reportedly over 500,000 passports in the current backlog caused by changes to passport validity, soaring applications, a serious lack of manpower and staff shortages. How and when can you get a passport? How can you complain if the application isn’t processed in time?
Apply online at https://www.gov.uk/apply-renew-passport to use the standard service or fill out a paper form from the post office. You’ll need a credit or debit card to use the online service. It’s £75.50 for online applications and £85 for paper forms. Use of the Post Office Check and Send services costs an extra £16.
You should allow at least 10 weeks for the arrival of your new passport. However it is advisable to submit applications as far in advance as possible to avoid complications should delays occur.
If you need a passport urgently you can select the option for a Fast Track Service or Premium service. If you’re abroad and need to travel urgently to get home you can apply for an Emergency Travel Document.
There are two important validity checks you need to make before travel:
- Your passport must be no more than 10 years old on the day you arrive in the EU
- Your passport must have at least 3 months left to run from the day you leave to return to the UK
Official government travel advice has now been updated to bring it in line with the European Commission. Passport validity rules do vary from country to country so it is worth checking the actual status quo before travel.
The Passport Office states that passports you can expect passports to be issued in line with its published standards and that supporting documents are to be returned timely.
Under the Consumer Rights Act 2015 any service should be carried out with reasonable care and skill. If you feel this is not the case when applying for your passport then you have the right to complain accordingly especially if the delay has negatively impacted on your travel plans.
The Passport Office only usually offers compensation for financial loss incurred as a direct consequence of an error made by the General Register Office or as a result of delays in Premium and Fast Track services. However it is worth making a claim regardless as they do accept that their mistakes may result in extra expense or financial loss for passengers.
You can make a complaint by filling in the online passport enquiry form. Alternatively call 0300 222 000. Ensure you follow up any initial telephone call in writing.
The online independent resolution service Resolver can help you to submit complaints by simplifying and guiding you through the whole process. You can even use their app to ring the Passport Office and it will record the call.
If you are unhappy with the response of the Passport Office to your complaint, you can request the support of your MP to escalate it to the Director General Abi Tierney. Alternatively request investigation of Her Majesty’s Passport Office service by the Parliamentary Health Service Ombudsman.
Passengers unlawfully turned away from flights have the right to claim denied boarding compensation as long as check in was made on time. This ranges from £220 to £350 depending on length of flight and for any additional costs incurred. This could include booking a flight on an alternate carrier, car rental or hotel stays.
Don’t be fobbed off, if there’s a claim to be made, then make it!
Have you experienced delays in getting your passport? Has it affected your travel plans?
