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Guidance

Dealing with customer documents: caseworker guidance

Tells HM Passport Office staff about handling supporting documents for British passport applications and when they can or cannot be accepted.

Updates to this page

From:
HM Passport Office
Published:
24 August 2024
Last updated:
18 September 2026
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  1. This guidance has been updated in the sections: When we will accept photocopies of documents, to clarify that dual nationals can submit colour photocopies of their full foreign passport for all application types; Why we do not accept copies of documents, to clarify that photocopies of documents can be accepted in circumstances where it is specified in guidance; When we will accept photocopies of documents, to explain we will accept a colour photocopy of a British passport if an adult customer is applying to renew their expired British passport from a country that requires Electronic Travel Authorisation (ETA) to travel to the UK.

  2. Full details of changes are listed in 'Changes from last version of this guidance' section.

  3. The guidance has been updated. A full list of changes can be found within the document.

  4. This guidance has been updated: to make it clear counter examiners must complete validation checks on documents they review during a counter appointment; and make it clear Document Handling Units will notify examiners of concerns with documents they have validated using forgery codes in Application Received Domain (ARD); to clarify when we will accept digital overseas civil registration documents; to remove reference to the Application Management System (AMS); correct links.

  5. Guidance updated to explain when we will accept immigration reference numbers (global web form (GWF) and unique application numbers (UAN) and photocopied and digital documents.

  6. This guidance has been updated with formatting changes.

  7. First published.

Documents

Dealing with customer documents

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Details

This guidance tells HM Passport Office staff why customers must send documents to support their claim to a British passport.

It includes information on:

  • checking and recording documents
  • the types of documents that can be accepted
  • birth, adoption, naturalisation and registration documents

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