Date: 09 October 2014
We have been waiting for my son's passport for 7 months we applied when I was living in Vietnam. I've made about 15 phone calls and only had 1 response on the phone from the Liverpool office and I wasn't in when they called. Pathetic service Terresa May please resign you are useless. if I could I would select -5 stars
Date: 30 September 2014
Shockingly bad service. Sent documents from the Philippines including my passport to get my sons passport which they recieved 5 weeks ago, cant get any response from them at all despite several phone calls and emails. Now my own visa needs renewed here and I dont have my passport, this is disgraceful and makes me so angry being a British citizen. The service for new passports from Hong Kong took 3 weeks including return post, now I was told it will take 16 weeks? what is the purpose of this new proceedure to Liverpool? It is surely not streamlined to make it more efficent, terrible terrible customer service. Dont deserve a star at all but no choice.
Date: 05 September 2014
I’d originally applied for a renewal, but the DOB of my old passport was incorrect so I thought I’d take the opportunity to rectify this at the renewal. So in support of my correct DOB I was advised by the Post office to send my birth certificate with the renewal application. 3 weeks later I received my new passport …wrong DOB!!!.....so, I called the help line whose only advice was that I went to the Liverpool office to sort it out, At this point my old passport had been returned but not my birth certificate!!.
So, at the Liverpool office it was admitted that they had cocked up as my application form was filled in correctly and that I had noted that the DOB needs correcting. Also in this meeting they admitted that they have ‘mislaid’ my birth certificate but would obtain a copy at no cost to me (Oh tat’s good of them!!) However, as it was an original cirt (hand written in 1956) I want it back, so the officer said they word do an office sweep to find it ….this turns out to be a whole bag off bullshit.
Anyhow another 4 weeks and I receive another passport with the correct DOB in time for my Holliday….Horary, but no birth certificate…… to date (another 3 weeks on) no joy.
The service is chronic
Date: 27 August 2014
Absolute disgrace. Now 7 weeks since I sent passport off from Singapore. Spoke to a very rude lady from the passport office twice and all I got was "it takes at least 6 weeks", we cannot tell how long as we have to carry out security checks. Born in UK, 60 years old, father and grandparents born in the UK what checks. When I asked why it takes 6 weeks, at least, to process from overseas and 3 weeks if in UK I was told that additional checks are required if overseas. You cannot do anything but sit and wait for these ignorant people. We used to be able to fly to HK and process in 1 day, now it could be 6 weeks to 6 years.
Date: 22 August 2014
First class service, absolutely marvellous.I received a txt on 18th August to say my application had been received and on Friday 22nd August I had my passport,amazing you can't get better than that!!!
I thought it would have taken much longer as the application was for a replacement for a lost passport.
So well done Liverpool passport office,thank you from a greatful customer.
Date: 21 August 2014
Brilliant service despite the flack they've received lately. Website useful, comprehensive & informative. Call centre very helpful, booked 08:50am appointment and expected the worst. To avoid rush hour traffic set off 06:00 for 110 mile return journey, arrived and found parking around next corner. Arrived before 07:30, over an hour early, and went to entrance to check opening time. Greeted by cheery security man who practically dragged us inside saying "come in now, they'll fit you in". Got queuing ticket, number called immediately. Very pleasant lady dealt promptly and efficiently with our application, paid and left 15 minutes from start to finish. Outstanding customer service from everyone concerned
Date: 19 August 2014
Cannot get them to Evan ans phone from Australia.
I don't Evan know if my passport arrived posted from Australia 3/7/14 ,but they have taken money from my a/c for cost.
I am disgusted with the british government and how they treat there subjects ,I feel like becoming an Aussie at least you can speak to them.
Date: 08 August 2014
I cannot award a single star for this dreadful organisation but must award one. As with others nobody replies to eMs (sent 6 now), or phone calls (made 3). My application has stopped because there is no letter supporting my need for a second passport; I have not asked for a second passport nor do I need one and most significantly I HAVE NOT ASKED FOR ONE. If the CEO gets to read these reviews which, I doubt he needs to get a grip.
Date: 31 July 2014
Sent application from Australia for my renewal of a British Passport on the 27/5 and it was received on the 4/6. I had travel plans to go an visit my sick family in the UK. Still today have not received it.
When I call the passport "help" line, I am told that they will email The Liverpool Office and get them to ring me. 5 phone calls to the helpline later and nothing! No emails. Nothing. No one knows where my passport is, and I don't even need the new passport, I just need my Visa in the old passport to get back into Australia and no one can help me.
The system was working so well here in Australia before, and the fact that they changed it is so stupid. Becoming an Australia Citizen now so I dont have to deal with the stupidity of the UK Passport Office anymore. Something that I didnt want to do as I WAS proud to be British
Date: 26 July 2014
Utter Rubbish customer service. No one returns your phone calls. No one knows what is going on. The only way to get them to do anything is to get your MP involved.
Date: 17 July 2014
2 and a half hours on hold for then to be cut off!!!!!!! Not happy in the slightest.
was told my daughters and sons passport was sent and reach us by last Tues. Sons came but not my daughters. Then told following Tues didn't arrive. Rang check and send. They said its been lost at passport office. Gerrrrhhhhhhhh!!!!. Rang passport office on hold 2&1/2 f####ng hours cut off. I'm limbo what's going on where the passport??? Do they know what there doing??
Date: 10 July 2014
application from australia lodged on line 27/4/2014
documents received at liverpool by registered mail 15/05/2014
at the 10 /7 still waiting and several email messages to which the reply is security check being performed and application being processed
The online tracking (in Beta) is next to useless and when calling the additional information provided is negligible ("its in processing").this online service is disgustingly slow on the 21/5 lodged my wife and daughters australian passport application in paper for by mail and the passports arrived by registered mail in under 3 weeks
and each time you email uk passport office it takes at least 3 days to reply
what more can i say
Date: 04 July 2014
I have submitted my children application forms on 7th May two days after I have received a txt message saying it was received. It is 8 weeks since they had my applications and.... nothing. I have spent hours on the phone and even raised a complaint and still nothing! It is disgraceful no one can tell me what is going on, call backs are no existent!!! 48 hours call back system is a full off crap! When I was put through to someone a supervisor I heard the same story and on top of that he was incredibly rude! No customer service what so ever!!! I would rate them -5 but unfortunately I can't. What is the point of raising a complaint if no one bothers to acknowledge it?!
Date: 08 June 2014
The passport office's own website says 3 weeks to get a passport. When you follow up with a phone call to find out where the passport is you are told it can take up to 4 weeks or longer. In which case the website should be updated with exactly those details. Granted my son should not have left it until the last minute to renew his passport - I can accept that. What I cannot accept are the non- returned phone calls, speaking to 5 different people all of whom give you a different story. Liverpool passport office needs to take a good long look at its customer service which from my experience is non existent. Appalling. Oh and by the way my son lost his holiday. Absolutely disgraceful service and I shall be following up with a formal complaint. Not that I think foe one moment it will make the slightest difference.
Date: 22 May 2014
My daughter is in Australia and applied for a replacement passport in March following damage to her existing passport. She needs to travel next week. She has spend hours on the phone trying to find out where her new passport is, mostly paying 10p a minute 'on hold'. No one has offered to help her; no one knows what's happening with her application; no one seems to have any idea about customer service. Its disgraceful and wouldn't happen in a private organisation. She is now seeking help from the consulate in Australia.
Date: 19 May 2014
What is the problem with the passport office.I rang to enquire about my passport.I was put on hold first dept on hold second dept and waited 15 mins and still not get to speak with anyone regarding my application. Surely after 6 weeks passports should be returned especially for people living abroad who have to show passports at every turn.Nobody wants to return email to update,very poor service after 6 weeks i think.
Date: 15 April 2014
British citizen born and bred sent off for a renewal 4 weeks ago. received a text 2 days later telling me form had arrived. now im supposed to travel on Monday (nearly 6 weeks) and Liverpool office saying my passport wont be ready as undergoing security checks!! im a white scouser. named john FFS! ive done these security checks 10 years ago! think its a bloody disgrace im going to lose my holiday,idiotic people running the system who haven't a clue!!!
Date: 21 January 2014
Director of the identity and Passport service - Branch Liverpool The
I Mr. Yousuf Ali Jama (Somali teacher resident in Yemen) and I work as a teacher in vocational institute in Aden city .
I have already sent you a large file via Yemeni excellent post in dated 29/09/2013 and I think you have received the file in Date 8/10/2013 According to what he told me the employee of the Yemen excellent post. This file contains the application for a British Overseas passport(BOC).
Despite the move a long time I did not receive any response, what is the reason?
Mr. Yousuf Ali jama
e- mail – firstname.lastname@example.org