Passport Service - Customer service - waiting time too long
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Explains your rights to you
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We provide a wide range of flexible email templates for you to adapt to your needs – just slot in the specific details for your case, and in a few short clicks your issue will be ready to go.
Creates a case file for you
Your case file is a secure online location for all important documents regarding your issue. You can upload photos, tickets, copies of receipts or external emails from before you raised your issue with Resolver.
Lets you record all your communications
One of the most important aspects of a complicated issue is keeping a record of all your correspondence regarding the complaint – Resolver does this for you automatically.
Lets you know when to escalate your complaint
If you’re not satisfied with the initial response from the organisation you have an issue with, our escalation process will let you know when you can raise your complaint to the next level of seniority and, ultimately to an ombudsman or regulator, where appropriate.
Customer service - waiting time too longYou should know
If you feel the service the Passport Office has delivered has been below the standards that they intend to deliver, you should raise a complaint. The Passport Office states you can expect:
- Staff to be polite, helpful and professional
- Passports to be issued in line with the Passport Office's published standards
- Details on your passport to be correct and your supporting documents to be returned promptly
- Registration certificates to be issued in line with the published standards from the General Register Office (GRO)
- Special provisions and services for people with disabilities
- Clear and helpful explanations from staff if you are denied a British passport because of citizenship or on other grounds
How to complain to the Passport Office
If you are trying to get hold of the Passport Office and are experiencing a slow response time, then you should submit a complaint in writing, especially if this has caused you an issue with your holiday or business travel arrangements. You may be able to claim compensation in this situation. resolver can help you submit and manage your complaint for free, ensuring your issue is addressed and resolved.
We recommend that you phone the Passport Office using the call function on the resolver app to record your phone call, as it has the correct number for you to phone the Passport Office. However, if you want to contact the Passport Agency direct then you can do so on: 0300 222 0000 or +44 (0)300 222 0000 if you're outside the UK.
Opening times for the Passport Office are:
Monday to Friday: 8am to 8pm
Weekends and public holidays: 9am to 5:30pm
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