Guidance

Complaints: handling overview

His Majesty’s Passport Office guidance about customer complaints and how these are resolved.

• From: HM Passport Office
• Published: 27 March 2026

Documents

Complaints: handling overview (accessible)

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Complaints: handling overview

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Details

This guidance tells His Majesty’s Passport Office staff about customer complaints and how to deal with them.

It includes:

• HM Passport Office’s definition of a customer complaint
• considerations when dealing with a complaint
• HM Passport Office’s agreed processes when dealing with customer complaints
• the different stages in complaints and who deals with them:
  • stages 1 and 2 are dealt with by the Central Correspondence team
  • stage 3 is dealt with by the Independent Examiner of Complaints
  • stage 4 is dealt with by the Parliamentary and Health Service Ombudsman

Published 27 March 2026