Postal delivery/counter services/check & send - Post damaged
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Bought a product from a company
If your post is damaged then consider who you need to make a claim to. If you were purchasing goods from a company then you should contact them immediately, as they are responsible for the goods until it is delivered to you. If the goods are damaged, they are responsible for resolving the issue and you are within your rights to ask for a replacement.
Sent by an individual
You should contact the Post Office through resolver to raise your complaint. Remember to take photographs of the post you received. Sometimes you will find if the product has been damaged by the Royal Mail it may be a see-through plastic bag along with instrusctions on how to raise your issue.
How long to allow
You need to allow at least 3 weeks for your passport to be returned by the Passport Office. At peak times this will be a lot longer and so remember to do as soon as you can. For your first passport you need to allow 6 weeks.
If you need a passport urgently there is a weekly service available from the Passport Office as well as a one day service. If you have submitted your passport to the Passport Office and have not heard back from them then contact the Passport Office using the resolver iPhone or Android App to record your phone call.
Additional application information
If you need additional information you can call the Post Office on 0345 611 2970. Calls to 0345 will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider.
Remember when completing your form
- Always use a black ballpoint pen and capital letters
- Black out mistakes with a pen – don’t cross them out or use correction fluid
- Write within the white boxes and keep all signatures within the border
- Always bring in original documents and not photocopies
- Make sure you have two colour photographs, taken within the last month, and that they meet all the requirements shown in the guide that comes with your application form
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