Guidance

Reimbursing out-of-pocket expenses: caseworker guidance

Tells HM Passport Office staff how to reimburse a customer if we have made an error and caused them out of pocket expenses.

• From: HM Passport Office
• Published: 13 October 2020
• Last updated: 12 February 2025
  Show all updates

  1. 12 February 2025

     This guidance has been updated to reflect that the Transactional Finance team has been split into two new teams, the Debt and Refund team and the Financial Reporting team. Their contact details have been updated.

  2. 10 November 2022

     Updated guidance published.

  3. 13 October 2020

     First published.

Documents

Compensation: reimbursing customers for out of pocket expenses

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Details

This guidance tells HM Passport Office staff in Application Processing Centres (APCs) how to reimburse a customer for out of pocket expenses (OPE) caused by errors made by HM Passport Office.