Guidance

Compensation: caseworker guidance

Tells HM Passport Office staff about compensating a customer or claiming compensation when something goes wrong.

• From: HM Passport Office
• Published: 18 June 2010
• Last updated: 7 February 2025
  Show all updates

  1. 7 February 2025

     This guidance has been updated to include the DHU (Document Handling Unit) in the Reimbursement for lost or damaged documents section.

  2. 24 November 2022

     Updated guidance.

  3. 26 May 2022

     We have updated the guidance to explain when we may consider refunds or compensation for missed travel (in the Refund for a loss of a holiday section).

  4. 13 October 2020

     Updated guidance.

  5. 18 June 2010

     First published.

Documents

Compensation guidance

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Details

This guidance tells HM Passport Office staff, if things go wrong, when and how we will:

• compensate a customer
• claim compensation from our partners or suppliers