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Guidance

Lost or damaged documents: caseworker guidance

Tells HM Passport Office staff about replacing documents that have been lost or damaged.

Updates to this page

From:
HM Passport Office
Published:
18 June 2010
Last updated:
2 March 2026
Show all updates

  1. Updated the guidance to remove references to the Application Management System (AMS).

  2. Guidance updated to add a timeframe for contacting customers about lost documents.

  3. Updated to show how empty envelopes are handled in a Document Handling Unit.

  4. Updated guidance.

  5. Accessible version added.

  6. Guidance has been updated with minor reformatting changes.

  7. First published.

Documents

Lost or damaged documents (accessible)

HTML

Lost or damaged documents

PDF, 214 KB, 18 pages

Details

This guidance tells HM Passport Office staff how to:

  • establish who is responsible for replacing a lost or damaged document
  • arrange a replacement document or tell the customer how to replace the document
  • deal with the application that is delayed because of a lost or damaged document

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