Customer Satisfaction

Contact us

Complaints procedure
Compensation
Online complaint form

Complaints procedure

Step one: If you have a complaint about how we handled your passport application, please contact us. You can do this:

by phone
in writing (letter or fax)
by email.

By phone

On 0300 222 0000 (24 hours a day). During office hours we will put you through to the customer service team at the regional passport office that dealt with your application. Outside office hours we will ask you to explain the complaint. We will then arrange for a member of the customer service team to phone you.

In writing

Please send your letter or fax to the customer service manager of the regional passport office that dealt with your application.

Belfast
Customer Service Manager
Belfast Passport Office
PO Box 93
Belfast BT1 2WF

Fax: 028 9041 2465
Durham
Customer Service Manager
Durham Passport Office
PO Box 302
Durham DH1 5ZL

Fax: 0191 370 7140
London
Customer Service Manager
London Passport Office
PO Box 33272
London SW1V 1DR

Fax: 020 7901 2231
Glasgow
Customer Service Manager
Glasgow Passport Office
PO Box 25240
Glasgow G4 0YW

Fax: 0141 342 1030
Liverpool
Customer Service Manager
Liverpool Passport Office
101 Old Hall Street
Liverpool L3 9BD

Fax: 0151 471 2925
Peterborough
Customer Service Manager
Peterborough Passport Office
PO Box 215
Peterborough PE1 1QQ

Fax: 01733 888226
Newport
Customer Service Manager
Newport Passport Office
PO Box 175
Newport
Gwent NP20 1XA

Fax: 01633 473899

When you write please give us:

full details of the problem;
the name and date of birth of the person the passport was for;
the date the application form was sent to us
the barcode number from the application form, if you have a note of it
the passport number, if you have one
information so we can contact you (name, address, postcode, day and evening phone numbers, and a fax number and email address if you have these)
the date and time of your appointment and an appointment reference number if you visited a passport office to get your passport.

By email

You can do this using the online complaint form.

When we get your complaint we will:

let you know we have received it (if it was a letter, fax or email)
investigate
let you know what went wrong and what we are doing to put things right. We will write to you within two weeks, either with a full reply or to let you know what is happening if we have not finished our investigation.

Step two: If you have followed step one and are not satisfied with our response, or if you have a more general complaint (for example, about a policy matter) that is not related to your specific application, please write to, fax or email:

Customer Service Department
Identity and Passport Service Headquarters
Globe House
89 Eccleston Square
London
SW1V 1PN

Fax: 020 7901 2436
Email: hqenquiries@ips.gsi.gov.uk

Step three: If you have followed steps one and two and are still not satisfied, you may ask your Member of Parliament (MP) to raise the matter with our Chief Executive or the Home Office minister responsible for us.

Step four: If you are still not satisfied, you can ask your MP to request an investigation by the Parliamentary Commissioner for Administration (the Ombudsman). You can only do this through your MP.

The Ombudsman’s role is to investigate complaints by members of the public about the way government departments and their executive agencies have treated them.

Compensation

We realise that sometimes our mistakes may cause you expense or financial loss. In these cases, you should follow the instructions in step one and write us a letter. With the letter you should send any documents that prove your claim (for example, a receipt to show a cancelled flight).

We only normally offer compensation for financial loss as a result of delays in our guaranteed (Fast Track and Premium) services.

Online complaint form

* These fields must be filled in before the form can be submitted.

Any Problems Form from UKPS website Office the application was sent to * Your title * Your first name * Your last name * Your email address * Postcode * Was the passport for you? Yes No If yes, go to next question. If no, please supply full name and date of birth of the person concerned and go to 'Please explain why you want to complain' Date of Birth: Please explain why you want to complain * Application no.
(if known) Date sent
(approx.) Please tick if you would rather be contacted by phone Telephone no.

24-hour Passport Adviceline: 0300 222 0000 (see terms and conditions). Calls made to 0300 numbers from landlines and mobile phones are charged to customers at their network provider's national rate. Live operators are available to assist with your enquiry 24 hours a day.