Guidance

Counter collections

This guidance tells HM Passport Office public counter staff how to deal with customers collecting their passports and documents from the counter.

• From: HM Passport Office
• Published: 6 June 2025

Documents

Counter collections (accessible)

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Counter collections

PDF, 168 KB, 8 pages

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Details

This guidance tells His Majesty’s Passport Office public counter examiners how to deal with customers who collect their passports or documents from the counter.

This guidance applies to: 

• premium service applications
• Digital Fast Track (DFT) applications, where the new passport is printed in local print rooms because the customer wants to collect their passport
• urgent government business or compassionate (U&C) applications

Published 6 June 2025