Guidance

Gratis passport applications: how to apply for and deal with them (accessible)

Published 9 October 2026

About: Gratis passport applications: how to apply for and deal with them

This guidance tells His Majesty’s Passport Office operational staff how a customer can apply for a passport free of charge (gratis) and how the application is processed on the Digital Application Processing (DAP) system.

This guidance does not apply to passports issued for urgent government business or compassionate travel.

Contacts

If you have any questions about the guidance and your line manager or senior caseworker cannot help you or you think that the guidance has factual errors then email the Guidance team.

If you notice any formatting errors in this guidance (broken links, spelling mistakes and so on) or have any comments about the layout or navigability of the guidance then you can email Guidance team.

Publication

Below is information on when this version of the guidance was published:

• version 6.0
• published for Home Office staff on 11 May 2026

Changes from last version of this guidance

The How to deal with an application free of charge section of this guidance has been updated to confirm you must add the observation code OBTP, if you are issuing a free of charge non-standard validity replacement passport because we previously made an error.

Gratis applications

This section tells His Majesty’s Passport Office staff how to authorise a customer’s application to be completed free of charge (gratis) and how to send a customer a digital gratis application link to complete a new application.

The Passport fees guidance contains a list of all the scenarios where HM Passport Office will authorise a passport application to be completed free of charge (gratis).

Who can authorise a gratis application

If the customer’s circumstances warrant an application issuing free of charge (gratis) this will be authorised by:

• a member of the Customer Service Management team (CSMT) staff
• an executive officer (EO), working in:
  • the counter, for urgent government business or compassionate applications
  • the Quality and Examination and Support team (QuESt)
  • Public Protection
  • Litigation team
  • the Senior Leadership team
  • the Customer Voice team (as a Complaint team responder)
• Home Office higher executive officer (HEO), who provides a service to HM Passport Office, for example the:
  • Passport policy team
  • Member of Parliament (MPs) team

How to authorise a gratis application

Where you receive a request to authorise a gratis application, you must check the Passport fees guidance to confirm HM Passport Office can authorise a passport application to be completed free of charge.

Scenario meets the requirements for gratis

If the scenario meets the requirements for when HM Passport Office can authorise a gratis passport, you must authorise the gratis application by emailing a digital gratis application link to the customer.

The digital gratis application link will allow the customer to apply using the Digital Customer Service (DCS) and submit their application free of charge. A gratis passport will be issued with either:

• the remaining validity of the customer’s previous passport, if the original passport was issued more than 28 days ago and has more than 12 months remaining validity: or,
• full validity, if the original passport was issued within the last 28 days

When the customer applies using the gratis application link, they must send us their passport containing the error or fault for their gratis application to be processed.

If the customer’s passport has less than 12 months remaining validity, you must not issue a digital gratis application link to the customer. The customer will need to apply and pay the relevant fee to replace their passport.

The person who authorises the digital gratis application link must be at least an executive officer (EO) grade.

If you cannot send a digital gratis application link to a customer, you must send an email to CSMT requesting the link to be generated and sent to the customer.

Scenario does not meet the requirements for gratis

If you have reviewed the Passport fees guidance and the scenario does not meet the requirements for gratis, you must not authorise a gratis application.

The customer must apply for their new passport using our application routes and pay the relevant fee.

Digital gratis application links

This section tells His Majesty’s Passport Office staff what a digital gratis application link is and how to create one for a gratis passport application.

A digital gratis application link allows the customer to apply for a passport free of charge (gratis) using Digital Customer Service (DCS). It is issued through the Digital Application Processing (DAP) system, by a secure server that allows a customer to make an online application which HM Passport can easily identify. The digital gratis application link can only be used once and expires after 7 days.

The customer must use the digital gratis application link to complete the fee payment for their application. If they do not select the digital gratis application link, they will be charged a fee.

The customer must complete the application within 7 days, or the digital gratis application link will expire. The email they receive containing the link will tell them when it expires.

After the customer has completed the application using the DCS, they must send any documents or referee required before the application is withdrawn by the system.

When a customer applies using their digital gratis application link and sends in any outstanding documents and referee, DAP will set a 7-day (Fast Track) due date for the application.

How to create a digital gratis application link

To issue a digital gratis application link, you, the Customer Service Management team (CSMT) or counter member of staff, must:

1. Add a note on the passport to be replaced, confirming the:

• name of the EO, who authorised the issuing of a digital gratis application link; and,
• the reason why the digital gratis application link was authorised; and,
• the date they issued the digital gratis application link

2. Generate a digital gratis application link for the customer.

3. Add any passport errors to the Quality tool, making sure the form is fully completed.

To generate a digital gratis application link, you must:

1. Access the Gratis admin tool from the DAP home screen.

2. Select the What to do screen.

3. Select the option Send a gratis application link.

4. Select a reason why the gratis has been authorised (if gratis has been authorised due to an application being withdrawn in error or due to a malicious report, you must use the Customer told to reapply option).

5. Enter the intended passport holder’s first name and last name.

6. Add the intended passport holder’s most recent application number (if available).

7. Enter the email address for the person who is authorised to receive the link, for example, the passport is for a child but the person applying is their parent.

8. Select Continue.

9. Check the details and if it is all correct, select Send.

The email will be sent to the customer using GOV.UK Notify. You must contact the customer by phone to check and confirm they have received the digital gratis application link successfully.

Email address to use when sending a digital gratis application link

When sending a digital gratis application link to a customer, you, the CSMT or counter member of staff, must use the customer’s email address that matches the email address on the previous application.

You must amend the email address if you can see that it is not correct, for example, if the previous application was withdrawn due to no contact and you can see the email address was not scanned onto the application correctly from the paper application form.

If the customer would like to use a new email address that they have not used on the previous application (for example, where the customer no longer has access to their original email account), you must follow DAP: change of customer’s phone number or email address guidance.

If the original application was made by a third party, you must check the application confirms the relevant evidence was provided in line with confirming consent on third party guidance. Where the evidence was provided, you can continue to use the third party email address, if it is the same email address used on the original application.

You, the examiner, must complete further checks on the application, if the customer wants to use a third party email address and there is no indication that a third party applied previously.

Where the customer is wanting to use a new third party email address, these checks must include a request for relevant evidence to confirm a third party can deal with the application.

When you have completed the further checks and you are content with the email address provided, you can use this email address to send the digital gratis application link.

Gratis application: digital gratis application link errors

DCS will tell the customer to call the Passport Adviceline Contact Centres if there is an error with the digital gratis application link. The customer will get this message if there is an error with the link, it has expired or has already been used.

Customers may also contact the Passport Adviceline if they cannot apply online using a digital gratis application link, because of their age or a disability.

The Contact Centre will ask CSMT to investigate when a digital gratis application link does not work and email another digital gratis application link to the customer.

How CSMT deal with digital gratis application link errors

You, the CSMT must deal with referrals from the Contact Centre if a customer reports a digital gratis application link problem. You must check the Gratis reporting tool to view the status of the link, for example, to see if the link has already been used.

If the customer’s digital gratis application link is:

• expired, you must review the reason why a gratis was authorised on the Gratis reporting tool, and reissue a new digital gratis application link
• still active but errors continue to occur, you must reissue a new digital gratis application link, if the problem continues, see Customer cannot apply online using a digital gratis application link
• used, you must look at the application number on the report and check if it is the same person who made the original application, if it is:
• the same person, try and see if the customer has forgotten they have already used the digital gratis application link
• not the same person, you must follow Different person has applied using the digital gratis application link

Creating a report using the Gratis reporting tool

To create a report, through the HM Passport Office reporting tool, showing the digital gratis application links, we have issued to customer, you, the CSMT, must:

1. Select Gratis report.
2. Enter a date to generate the report:

• Start date (within the last 28 days)
• End date

3. Select a Reason (for the gratis application)

4. Select a Status of link, you can choose from:

• All
• Active, this means the customer can still use the link
• Expired, this means the link is out of date and has not been used by the customer
• Used, this means the customer has completed an application and it will show an application number

You must regularly check the gratis reporting tool, to monitor when the customer has used their digital gratis application link to complete their new application.

Customer cannot apply online using a digital gratis application link

If the customer is unable to apply using the online service Digital Customer Service (DCS), you must send them a gratis letter.

If the customer has access to an email address, you can send this letter by email from your team email address. Where the customer does not have access to an email address, you must print the letter and post it to the customer, along with a new paper application form.

This letter will tell the customer:

• we apologise for the error (if we have made an error with their previous passport)
• you can issue them a free replacement passport
• they must complete a new application form and include 2 new photos

When the customer completes the new application form, they must send it within 3 months to the Document Handling Unit (DHU). In the envelope, they must include:

• the completed paper application form
• 2 photos
• a copy of the letter confirming we have authorised a gratis
• the evidence needed to fix the error (if needed)
• the passport with the error, (if the application is to fix an error and we do not already have the passport)

When we have received the new application, we will issue a refund for any postage or photo costs incurred. The customer must send their receipts by email to CSMT.

You must add a passport note to the record of the passport to be replaced, to explain:

• you sent the customer a letter confirming their passport is to be replaced free of charge within 3 months of the date on the letter
• why we have authorised a replacement to be issued
• the name of the person who authorised the replacement passport

Gratis applications: customer queries

This section tells His Majesty’s Passport Office staff about customer queries they may receive when a customer completes an application free of charge (gratis)

A customer may have different queries when completing a gratis application. A customer may contact us to:

• tell us they cannot apply online using a digital gratis application link, because of a disability or they are unable to use DCS (Digital Customer Service)
• ask a question about how to apply using DCS, which they may be struggling with (for example, DCS will ask the customer if they have had a UK passport before, the customer may ask which option to select if they are a first time customer)
• ask us:
  • if they can reuse their previous passport photo or referee
  • what documents need to be sent in
  • do they need to pay again

Gratis: service level used for online gratis applications

The application will be submitted using our standard service. When the application is received, Digital Application Processing (DAP) will set a 7-day due date for the application.

Gratis: customer needs passport urgently

If the customer has urgent government business or compassionate reasons to travel and they cannot use the passport, they can visit the counter to urgently replace their passport.

Gratis: reusing a previous photo

A customer may ask if they can reuse the passport photo they used on their previous passport.

If the photo was taken within the last month, you can accept it in line with the photo standards guidance. The customer must resubmit the photo as part of their new application.

Where the photo is more than one month old, the customer must provide a new photo. We will consider any requests for refunds of photo costs, in line with the Out of pocket expenses guidance.

Gratis: passport is lost in transit

A gratis application may be authorised when a customer has not received their new passport due to it being lost by our delivery partners.

Where a new passport has been lost during delivery, the customer will contact the Customer Service Management team (CSMT), who will work with the UK Secure Delivery team to cancel the passport.

Whilst some customers may not consider a passport lost in transit to be a lost passport; you must tell the customer to select the Yes option on the Is your passport lost or stolen? page on DCS. This is to help them complete the correct application route.

Gratis: passport damaged in transit

A gratis application may be authorised by the CSMT, when the customer’s passport has been damaged in transit by our courier service.

Where a new passport has been damaged in transit, the customer will contact CSMT, who will work with the UK Secure Delivery team to replace the passport.

If you are dealing with an application to replace a passport damaged in transit, you must follow Damaged British passports guidance to make sure the reason for the replacement passport is clearly case noted on the new application.

Gratis: faulty passports

Where a customer is applying due to their previous passport being faulty, you must follow the Faulty passports guidance.

The customer must send their previous passport to CSMT, where it will be tested and if it is confirmed faulty, their application can continue as a gratis passport application.

Gratis: malicious reports

Where a customer is applying due to their previous passport being cancelled maliciously, you must follow the Passport cancellations: malicious reports guidance.

If the customer meets the criteria for a gratis passport in line with the malicious reports guidance, you must issue them with a digital gratis application link to apply for their replacement passport free of charge.

Gratis: passport contained an error

Where a customer is applying due to an error with their name, you must tell them to select Yes when DCS asks Did you use this name on your old passport. An error with the customer’s name is not classed a name change

If there is an error with any of the other details on a customer’s passport and a gratis application has been authorised, the error does not mean the passport is damaged. The customer does not need to declare the passport as damaged, unless there is other damage to the passport.

If the customer has not already sent us their passport containing the error, you must tell them to send it to a Document Handling Unit (DHU).

The customer must send us their previous passport, before we can examine their gratis application (unless the customer needs to keep their passport).

Gratis: DCS asks if the passport with an error is still valid

DCS will ask the customer to enter the most recent passport details even if it has an error.

An error does not mean the passport was not valid. However, if a customer has a passport with an error:

• they may not be able to use it to:
  • travel
  • confirm their identity
• it may affect their:
  • residency or immigration status
  • employment
  • entitlement to public services (for example, health or social care)

See, What happens if we issue a passport with an error guidance.

Gratis: customer does not have their old passport number

When customers are completing a replacement or first time application online, it is optional to enter a passport number or expiry date.

However, if the customer completes a renewal or change of details application, they must give their old passport number and expiry date.

Where a customer’s passport has been lost in transit, the customer will not have this available. CSMT must give the customer the old passport number and expiry date over the phone.

You must not provide the customer the old passport number, if their old passport has not been lost in transit.

Gratis: payment for the application

When the customer applies using DCS, the customer will be shown a fee throughout the process, however they will not be charged a fee, even if they select the frequent traveller passport. This will be confirmed on the payment page of the application.

If payment has been taken because the customer did not use the digital gratis application link, the customer must be told to contact CSMT for a refund of the application.

Gratis: how an international customer applies

If the customer is applying from a country where they cannot apply online using Digital Customer Services (DCS), they must apply using a paper application form.

Referees on gratis applications

This section tells His Majesty’s Passport Office staff when a referee must be provided on an application that is being completed free of charge (gratis).

A customer may be required to provide a referee on a new application which HM Passport Office intend to process free of charge. This will depend on the type of application and the type of error.

A customer must provide a referee if:

• the referee provided on the original application confirmed the customer’s address was correct, but this has since changed; for example, when we have a change of address for a child application
• the error is made by the customer or HM Passport Office
• we have refused or withdrawn an application in error, the application type needs a referee and the customer applies again (for example, if we have sent letters to the wrong address by mistake)
• an examiner is unable to confirm a customer’s identity and no referee has been provided
• Digital Customer Service (DCS) asks the customer to provide one anyway, due to the type of application they are applying for (for example, if they are applying for a replacement, or making an application for a child under the age of 12)

If an examiner has any fraud or safeguarding concerns with the application, the application must be referred to investigation before a referee is requested.

If a customer provides a referee, they can use the same referee as the original application, if applicable.

Unless the customer meets the criteria above, we do not require a referee if the error is made:

• by our delivery providers when delivering the customer’s passport and it is clear the customer put the correct address on the application, for example, the passport is damaged on delivery or delivered to the incorrect address
• by an examiner and:
  • it is clear from the application the customer completed the application correctly; and,
  • the customers identity can still be confirmed from our records; and,
  • if applicable, the referee on the application confirmed the information the customer provided was correct
• by a system error, for example, we have cancelled the customer’s passport in error, physically or electronically, or the passport is confirmed as faulty and there are no signs of damage caused by them

However, an examiner can request a referee during the application process, if guidance tells them to and no referee has been provided.

If an examiner has any fraud or safeguarding concerns with the application, the application must be referred to investigation before a referee is requested.

Gratis applications: documents required

This section tells His Majesty’s Passport Office staff what documents are required when a customer applies for a passport free of charge.

When a customer is applying for a passport free of charge, they may also need to send us any other documents we need us to process the application. If the customer needs to send us documents, they must send them to the Document Handling Unit (DHU).

Customers who cannot apply online using a digital gratis application link, must send with their paper application form, 2 photos and documents, a cover letter or copy of the letter sent to them confirming the application is free of charge, to the DHU.

Documents required for a gratis application

A customer does not need to send us any further documents for a gratis application if all the following points apply:

• the documents are still visible on Terminal Record Manager (TRM) or the Application Receive Domain (ARD); and,
• the personal details in the passport were incorrect but:
  • the documents supporting the previous application confirm the correct details; or,
  • no further documents are needed to correct the error, for example, because passport records confirm the correct details; and,
• the same person or parent has applied for the gratis application as the original application (where there was an error) and all of the details match apart from the error (see Gratis: details on the application does not match the Gratis task)

If you are dealing with a child’s application and the parent or guardian applying is not the same person who completed the original application, you must ask them to provide evidence to confirm the original parent or guardian has:

• given consent for them to make the gratis application; and,
• confirmed they are content for any documents or information provided on the original application to be returned to the parent or guardian applying for the gratis passport (if they are still held); and,
• provided additional consent to proceed with the application where there are changes to name or gender (see Authorisation and consent guidance)

Where the original person has confirmed they are content for us to use the documents or information provided for the original application to support the new gratis application, you must follow Parent named on Gratis admin tool for a child’s application.

If it is over 28 days since the passport was issued and the documents are not visible on TRM or ARD, the customer must send in the documents to support the application. The customer must send in all documents to support their new application if we need further documents to correct information on a passport.

DAP (Digital Application Processing) will automatically withdraw an application and retain any documents previously provided by the customer (in a Document Handling Unit (DHU)), if they do not respond to our requests for further documents.

Gratis: customer’s documents are with DHU

There will be cases where a customer will not have their documents because their documents from their previous application have been retained and put into storage, with the Document Handling Unit (DHU). For example, HM Passport Office withdrew their previous application due to loss of contact.

When the customer completes their new application, they will receive messages telling them we are waiting for their documents to continue with their application.

When the customer has made their new application, you, the Customer Service Management team (CSMT) member of staff, must:

1. Check the Gratis reporting tool for the customer’s new and previous application numbers.

2. Associate the documents to the new application.

When the documents are associated to the new application, their application will be moved into the examination queue, to be processed, and the messages will stop.

An examiner can also associate the documents to the new application, if they receive a request or application where it is clear the customer’s documents are in storage.  

Gratis: customer needs to keep their passport

When a customer submits a gratis application to correct an error in their previous passport, they must send us their previous passport so we can examine their application.

The only exception to this is when a customer needs to keep the passport with the error if they need their passport for identity or security reasons (for example, because of the laws in the country where they live). Also see Gratis: dealing with applications where the customer needs to keep passport.

Where the customer needs to keep their passport for identity or security reasons, you must tell them to send us:

• a colour copy of every page of the passport with the error
• written confirmation they will return their passport with the error, when they get their new one (you may accept an email, as long as it matches the one on the application)
• evidence to show they need to keep the passport with them for identity reasons, for example, from an embassy, consulate, High Commission, or government website
• other evidence you need to deal with their application, including the evidence you need to fix the error (in line with current guidance)

You must follow Gratis: dealing with applications where the customer needs to keep their passport, to issue the customer with a letter telling them they must return their previous passport to us.

If a customer tells you they need to keep their passport for any other reason, we must tell them a replacement cannot be issued until they return the one with the error.

Gratis: how an examiner deals with a gratis application

This section tells His Majesty’s Passport Office staff how to deal with applications that are free of charge on Digital Application Processing (DAP).

Where you, the examiner, receive an application that is free of charge, Digital Application Processing (DAP) will complete automatic checks and show tasks to be completed, for example:

• an early renewal task; or,
• a change of personal details task

How to deal with an application free of charge

To deal with the application free of charge, you must:

1. Deal with the application in line with guidance (including reviewing all tasks created by DAP).

2. Check the documents provided by the customer to correct an error in their passport (if the reason for a gratis application is due to an error in the previous passport).

3. Check it is the same customer, parent or guardian who has been authorised to complete an application free of charge and has used the digital gratis application link (you must follow Gratis: details on the application does not match the Gratis task, if a different person has used the digital gratis application link).

4. Add the previous passport number onto DAP (if applicable, where the customer did not add this in the previous passport section of the application).

5. Check if there is a Lost and stolen record attached to the passport to be cancelled, if needed, for example, the passport lost by our delivery partners.

Where the customer’s application is to replace a previous passport with an error, you must:

1. Make sure the system shows the customer’s correct details. If the application relates to a wrong:

• photo, you must consider if you have identity concerns
• nationality status, you must consider how fixing it will affect the customer

2. Add a case note to the new application, to explain:

• the customer’s passport [number] has an error (include the type of error)
• the customer completed a new application form so you can issue them a new passport with the correct details
• you cancelled the passport with the error as destroyed from the drop-down list and issued a new one with the correct details
• the customer will return the passport with the error when they get their new one (include the reason), if applicable

3. Add a passport note to the record of the passport with the error or issue, to explain: - the customer told us we issued their passport with an error (include the type of error) or the passport had an issue (for example, the passport was faulty) - the customer completed a new application so you can issue a new passport with the correct details - you cancelled the passport and issued a new one with the correct details - you have destroyed the passport with the error (in line with guidance) - the customer will return the passport with the error when they get their new one, if applicable, see Gratis: customer needs to keep their passport

4. Change the expiry date to match the expiry date on the passport with the error and add observation code OBTP (unless the error was due to the validity date and you need to fix it).

5. Update the handling instructions on the Application Receive Domain (ARD) to destroy a passport with the error and return any other supporting documents (the documents must be returned to the correct person, if they have been previously retained and another person has submitted the gratis application).

6. Check if the passport must be printed at central or local print, because of date of travel.

7. Arrange for any out of pocket expenses to be reimbursed (for example, if the customer had to pay for new photos).

Where the customer’s gratis application is not to replace a previous passport with an error, you must:

1. Issue the customer’s new passport with:

• the remaining validity of the customer’s previous passport, if the original passport was issued more than 28 days ago and has more than 12 months remaining validity; or,
• full validity, if the original passport was issued within the last 28 days

2. Add the observation code OBTP, if you are issuing a free of charge non-standard validity replacement passport because we previously made an error.

3. Update the handling instructions on the Application Receive Domain (ARD) to return any supporting documents (the documents must be returned to the correct person, if they have been previously retained and another person has submitted the gratis application).

4. Check if the passport must be printed at central or local print, because of date of travel.

5. Arrange for any out of pocket expenses to be reimbursed (for example, if the customer had to pay for new photos).

If you need to issue the passport using Local Print (for example, the customer needs their passport urgently) you must follow the How to choose a passport print location guidance.

Where the customer has applied using Local Services, you must send the new passport to Local Services, for collection.

You, the OTL, must deal with second authorisations, in line with the second authorisations guidance.

Gratis: details on the application does not match the Gratis task

You, the examiner, may receive a gratis application, where the customer’s details do not match the details held on the Gratis task in DAP.

This can happen when, for example:

• there is a minor spelling mistake discrepancy with the customer’s name
• there is a parent named on the Gratis task, but the application is for a child and either the:
  • parent who applied for the previous application has submitted the new application
  • other parent who did not apply for the previous application has submitted the new application
• a third party has applied on behalf of a child (for example the Gratis task shows a social worker’s name, but the application is for a child)
• the customer has shared the digital gratis application link, so a different person has applied using the link
• we have sent a digital gratis application link to the customer containing the incorrect details by error
• the incorrect gratis reason has been selected on the Gratis task (for example, the gratis reason is showing as ‘crisis’, but the passport notes show the reason for gratis as a passport error)

This list is not exhaustive. If you identify a further scenario that is not included on this list, you must:

1. Put the application on hold.

2. Send the details of the application to your Operational Team Leader (OTL).

You, the OTL, must escalate the application to the operational change manager (OCM) in your site.

The OCM will:

• contact the DAP Change Release team, who will add the application to their issues log; and,
• provide further instructions to the OTL, when the scenario has been discussed with stakeholders further

Spelling discrepancy with the customer’s name

When a customer has applied using their digital gratis application link, you may notice there is a spelling discrepancy between the name shown on the Gratis task and the application on DAP. This will be due to an error being made on the Gratis admin tool when the link was issued to the customer.

You must:

1. Review the reason why the gratis application was authorised.

2. Check passport application records to see if the discrepancy is due to a spelling mistake on the current passport.

3. Search Application Receive Domain (ARD) to see if you can find any previous documents provided to confirm the customer’s name (for example, a foreign passport, full birth certificate, naturalisation or registration certificates).

If you are unable to confirm the correct name from our records, you must contact the customer and ask them to provide documents to confirm their name.

When you have reviewed the passport application records and confirmed the correct name, you must decide if the spelling error has been made on the:

• new application, by the customer; or,
• digital gratis application link, by HM Passport Office

You must add a case note to the application to confirm:

• what you have found on your searches; and,
• the name that is going to be used on the new passport

Where the error has been made by the customer on the new application, you must:

1. Edit the personal details on DAP to reflect the correct name.

2. Continue to deal with the application in line with guidance.

Where the error has been made on the Gratis admin tool when the link was issued, you must continue to deal with the application in line with guidance.

Parent or guardian named on Gratis task for a child’s application

You may receive an application for a child’s passport, where the parent or guardian is named in the Gratis task on DAP.

You must check the application and passport application records, to confirm:

• if the parent or guardian applying is the same person who completed the previous application
• whether the parent or guardian applying holds parental responsibility for the child

If the parent or guardian applying is the same person who completed the previous application, and you have confirmed that they hold parental responsibility for the child, you must:

1. Search ARD to associate any documents relevant to the application.

2. Check passport application records for any notes to confirm the gratis error.

3. Check we have received the passport containing the error from the customer.

If we have received the passport containing the error from the customer, you must:

1. Complete the DAP gratis task with:

• the details of what the gratis error is; and,
• a case note to explain the name discrepancy between the name on the Gratis task and the application is due to the parent being named on the digital gratis application link, but the child being named on the application

2. Continue to deal with the application in line with guidance.

If the child has an urgent travel date within 2 weeks, you must follow Gratis applications: Urgent travel date. You can exceptionally consider waiving the 5-day safeguarding period (with authorisation from a Higher Executive Officer (HEO)), if appropriate, when:

• the parent who completed the original application has completed the gratis application; or,
• you have the consent of the parent who completed the original application to progress the gratis application; and,
• there are no safeguarding or vulnerability concerns

If you are waiving the 5-day safeguarding period, you must case note the decision.

Where we have not received the passport containing the error from the customer, you must select Delay decision on this task on the gratis DAP task. You must add a case note to the application, to explain you are unable to continue until the customer has provided the passport containing the error.

Where the parent or guardian applying is not the same parent who completed the original application, you must send the original parent or guardian a Free of charge (gratis) other parent consent letter, using Comms builder. This letter will ask them to provide evidence to confirm they:

• give consent for the parent or guardian to make the gratis application; and,
• are content for any documents or information provided on the original application to be returned to the parent or guardian applying for the gratis passport (if they are still held); and,
• provide additional consent to proceed with the application where there are changes to name or gender (see Authorisation and consent guidance)

Where the original parent or guardian has responded to the letter, you must check:

• their responses, to see if they have provided the information we have asked for; and,
• whether their signature is genuine, in line with the Confirming identity: checking a signature is genuine guidance; and,
• where there is no record of their signature on the system, request a supporting document to check this to protect against forgeries. This is very important to prevent data breaches and safeguarding risks

If the original parent or guardian has confirmed they are content for us to use the documents provided for the original application and they give consent for the other parent or guardian to make the gratis application, you must:

1. Search ARD to associate any documents relevant to the application.

2. Complete any manual watchlist checks on the parent.

3. Continue to deal with the application in line with guidance.

4. Check the previous application and ARD to confirm that documents will be returned to the parent who originally sent them to us.

You must be careful when you return any documents to the customer. You must check and confirm:

• the document was needed for the gratis application
• you are returning the documents to the correct person and address

If the documents provided with the original application are no longer in date, or you are unsure whether we can accept the document again as part of the new application (for example, validity of a court order), you must contact the Quality and Examination Support team (QuESt) for advice.

If the original parent or guardian has not given consent for the other parent to make the gratis application, you must refer the case to the Child Protection Safeguarding team (PP SST) for advice.

The PP SST will review the application on a case by case basis, in line with the parental disputes guidance. If the parent has raised any safety concerns about the child, you must check whether the Police or Social Services have also been approached and record the response.

Where the Police or Social Services have not been approached, we will need to consider whether the claims are sufficiently serious for:

• us to contact them
• encourage the parent to do so

Where the Police or Social Services are already involved, this must be taken into account in dealing with any related passport application.

All cases where Police or Social Services involvement has been declared must be referred to the Safeguarding team via the local Counter Fraud Team (CFT).

Social services applying on behalf of a child

You may receive a gratis application, where a social worker has applied on behalf of a child.

In this scenario, the social worker’s name may be included in the Gratis task on DAP, but the application will show the child’s name.

If you receive an application where a third party has applied on behalf of a child, you must:

1. Check who applied for the child’s previous application, to ensure continuity.

2. Check who has completed the new application for the child (for example, a social services director, deputy or area manager), in line with guidance.

3. Confirm the digital referee has been completed by the social worker.

4. Check we have received the previous passport from the customer.

If we have received the previous passport from the customer, you must:

1. Complete the gratis DAP task, by adding a case note to explain the discrepancy between the name on the Gratis task and the application is due to the social working being named on the digital gratis application link, but the child being named on the application.

2. Continue to deal with the application in line with guidance.

If we have not received the previous passport from the customer, you must select Delay decision on this task on the gratis DAP task. You must add a case note to the application, to explain you are unable to continue until the customer has provided the passport containing the error.

Different person has applied using the digital gratis application link

You may receive a gratis application where the name of the customer who has completed the application is different to the intended passport holder showing on the Gratis task in DAP.

You must:

1. Review the reason why the gratis application was authorised.

2. Check passport application records to see if you can find a link between the name used on the application and the name held on the Gratis task.

If you can confirm a link between the names used, you must follow Spelling discrepancy with the customer’s name.

Where you are unable to confirm a link between the names used, you must:

1. Put the application on hold.

2. Send the details of the application to your operational team leader (OTL).

You, the OTL, must escalate the application to the operational change manager (OCM) in your site.

The OCM will:

• contact the DAP Change Release team, who will add the application to their issues log; and,
• contact CSMT who will listen to the call from the customer to confirm the details provided; and,
• update the OTL to confirm whether there is a link between the names from listening to the original call

If CSMT have confirmed a link between the names from listening to the original call, you must check we have received the previous passport from the customer. If we have received the previous passport, you must:

1. Complete the gratis DAP task, by adding a case note to explain the reason for the discrepancy between the name on the Gratis task and the application.

2. Continue to deal with the application, in line with guidance.

If we have not received the previous passport from the customer, you must select Delay decision on this task on the gratis DAP task. You must add a case note to the application, to explain you are unable to continue until the customer has provided the passport containing the error.

Gratis link contains incorrect details

Where you, the CSMT or counter examiner, have sent a digital gratis application link to a customer and realised you have made an error (for example, included the wrong name), you must:

1. Contact the customer by phone to tell them:

• not to use the digital gratis application link you have sent them
• you will issue them with a new digital gratis application link which can be used to complete their gratis application

2. Contact the OCM for your site and provide them with the details of the incorrect link.

3. Send a further digital gratis application link to the customer.

When you provide the details of the incorrect link to the OCM, they will contact the Digital Customer Services (DCS) project team to get the link invalidated. The digital gratis application link can only be invalidated when the customer has not used it to complete an application.

Where the customer has already used the digital gratis application link containing the error, you must add a case note to the application using I need to tell the examiner something. You must include details of the discrepancy and what the correct details should be.

Incorrect gratis reason showing on the Gratis task

You, the examiner, may receive a gratis application where the reason identified on the Gratis task is not correct. For example, the gratis reason on the task may show as ‘crisis’, but the reason why the customer is applying is due to an error on their passport.

Where the gratis reason is showing incorrectly, you must check if the customer is still entitled to a gratis application.

If the customer is still entitled to a gratis application, you must continue to deal with the application in line with guidance.

If you have reviewed the Passport fees guidance and are unsure whether the customer is entitled to a gratis application, you must:

1. Put the application on hold.

2. Send the details of the application to your operational team leader (OTL).

You, the OTL, must escalate the application to the operational change manager (OCM) in your site.

The OCM will:

• contact CSMT who will listen to the call from the customer to confirm the details provided; and,
• update the OTL with the details provided by the customer on the original call

The OTL will update the examiner with the outcome of the call listening.

If the call recording has confirmed the customer is not entitled to a gratis application, you the examiner must:

1. Contact the customer by phone, to tell them:

• they are not entitled to a gratis application
• their application will be withdrawn

2. Withdraw the application.

If the call recording has confirmed the customer is still entitled to a gratis application, you must check the customer has sent us their previous passport. If the customer has sent their previous passport, you must:

1. Complete the gratis DAP task, by adding a case not to explain the:

• customer is still entitled to a gratis application; and,
• the reason why the customer is still entitled to a gratis application

2. Continue to deal with the application, in line with guidance.

If we have not received the previous passport from the customer, you must select Delay decision on this task on the gratis DAP task. You must add a case note to the application, to explain you are unable to continue until the customer has provided the passport containing the error.

Different third party has applied on behalf of an adult

You may receive a gratis application, where a third party completed the original application on behalf of an adult, but a different third party has completed the gratis application.

This can happen if, for example, the customer has a physical or mental disability, and they are unable to complete their own application.

In this scenario, the application will show the customer’s name, but the gratis task on DAP may show either the:

• original third party person’s name (who completed the previous application)
• third party person’s name who completed the gratis application on behalf of the customer

If you receive an application where a different third party has applied on behalf of an adult, you must:

1. Check who applied for the customer’s previous application, to ensure continuity.

2. Check who has completed the new application for the customer (for example, a family member, friend or carer).

3. Confirm the third party can apply on behalf of the customer, and get the relevant evidence in line with the Confirming consent from third parties guidance.

4. Check we have received the customer’s previous passport.

If we have received the customer’s previous passport, you must:

1. Complete the gratis DAP task, by adding a case note to explain the reason for the discrepancy between the name on the Gratis task and the application is due to a third party applying on behalf of the customer.

2. Continue to deal with the application in line with guidance.

If we have not received the previous passport from the customer, you must select Delay decision on this task on the gratis DAP task. You must add a case note to the application, to explain you are unable to continue until the customer has provided the passport containing the error.

You must check all documents provided for the original application, by the third party who applied on behalf of the customer.

If we have any letters addressed to HM Passport Office, you must update the document handling instructions on ARD to send these letters to confidential waste. This is to prevent the risk of a data breach.

Gratis: dealing with applications where the customer needs to keep passport

When a customer submits a gratis application to correct an error in their previous passport, they must send us their previous passport so we can examine their application.

In certain cases, we will consider issuing a replacement passport while the customer still has the passport with the error, if they need to keep their passport for identity or security reasons (for example, because of the laws in the country where they live).

You must get authorisation from an executive officer (EO) before you agree to let a customer keep their passport while they wait for a replacement.

If a customer tells you they need to keep their passport and this is agreed, you must:

1. Deal with the application in line with How to deal with an application free of charge.

2. Send letter 178 to the customer to tell them to return their old passport as soon as they receive their new one (or within 3 months).

3. Email an electronic copy of the letter to the Customer Service Management team (they will cancel the passport at the end of the 3 month period if the customer does not return it).

4. Issue the new passport (in line with current guidance).

DAP: Free of charge (gratis) application task

DAP will create a Free of charge (gratis) application task, when:

• the customer completes a new application using the digital gratis application link sent to them; and,
• the information on the application matches the gratis report

If DAP creates a Free of charge (gratis) application task, you must:

1. Check:

• the fees and payment tab show that it is a gratis payment
• the reason why the customer has been given a free (gratis) application, for example, is there an error in their passport

2. Check if:

• you need to associate documents from the customer’s last application (when you have confirmed it is the same person applying)
• you need to complete authorisation and consent checks on the application, if it is not the same person applying
• you need to update ARD (Application Receive Domain) handling instructions (for example if the previous passport must be destroyed due to an error, or if a different return address is needed)
• the customer’s details are correct on their application and match the document provided, if applicable (for example, they are applying again due to a mistake on their previous passport)

3. Decide if you:

• can clear this task to continue to process the application
• need to ask for other documents and send the customer an email using the Comms Builder
• want to ask for a digital referee to confirm the customer’s identity (see Referees on gratis applications)
• want to withdraw the application
• want to delay your decision on this task if you are contacting the customer on another task to ask for information or documents that will enable you to process this task
• need to complete additional checks and refer for investigation

4. Add a case note to show the actions and decisions you made.

5. Complete the task.

Gratis: payment tasks

There are cases, where the customer may not use a digital gratis application link when they apply but is entitled to an application to be completed free of charge. For example, they cannot use the digital process and have provided a paper application, or they have not used the digital gratis application link when they submitted the new application.

If there is an outstanding fee on a customer’s application, DAP will create:

• an Application received without payment task, for the Document Intervention team (DIT) team, to show a paper application has been received
• a Payment incomplete task for examiners, to deal with

When this task is presented, you must:

1. Check the customer’s previous application or the documents sent with the current application to see if they have provided a copy of the letter or email confirming the application is to be completed free of charge.

2. Contact the customer, by phone, if there is no confirmation the application is free of charge, to ask them to send us a copy of their letter, by email.

When the customer has sent us a copy of their letter, you must:

1. Upload the customer correspondence to their application.

2. Send an email to CSMT, to tell them the customer has applied without using the digital gratis application link.

Gratis applications: urgent travel date

This section tells HM Passport Office staff dealing with a free of charge application, when the customer tells us they need a new passport urgently.

When a customer applies using their digital gratis application link, Digital Application Processing (DAP) will set a 7-day due date for the application. However, we may not be able to replace a passport with an error by post, for example, if the customer urgently needs a replacement because, they:

• are due to travel in the next 2 weeks
• have urgent government business or compassionate reasons

Urgent replacement: customer is in the UK

When this happens, the Customer Service Management team (CSMT) will ask the customer to visit their nearest passport office with evidence of their:

• travel bookings or arrangements
• urgent government business or compassionate reasons

The counter member of staff will issue a digital gratis application link, if the customer has not completed an application.

If the customer has already applied, or they have completed an application using the digital gratis application link, you must follow the urgent government and compassionate travel guidance to issue a passport.

A customer may request a refund of any out-of-pocket expenses incurred as a result of an error or complaint. ​Any refund requests, out of pocket expenses or complaints will be dealt with by the Customer Service Management team (CSMT).​

Urgent replacement: international customers

If an international customer needs to urgently replace their passport, they must contact the Foreign, Commonwealth & Development Office to discuss their options.