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.

• From: HM Passport Office
• Published: 12 December 2022
• Last updated: 29 August 2025 — See all updates

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Dealing with customer documents (accessible)

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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

Published 12 December 2022

Last updated 29 August 2025 + show all updates

1. 29 August 2025

   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.

2. 3 October 2024

   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.

3. 27 August 2024

   This guidance has been updated with formatting changes.

4. 12 December 2022

   First published.