Guidance

HM Passport Office services and standards

Leaflet about the service you can expect from HM Passport Office and their standards of customer service.

• From: HM Passport Office
• Published: 1 December 2011
• Last updated: 24 December 2018
  Show all updates

  1. 24 December 2018

     Updated English and Welsh versions of the leaflet with 2018 edition.

  2. 22 September 2015

     Updated documents

  3. 1 December 2011

     First published.

This publication was withdrawn on 28 September 2020

We are aware of accessibility issues with these publications. We are working to fix these. Read more about our accessible documents policy.

Applies to England and Wales

Documents

Passport service and standards: archived

PDF, 756 KB, 2 pages

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Gwasanaeth pasbort a safonau: archived

PDF, 871 KB, 6 pages

This file may not be suitable for users of assistive technology.

Request an accessible format

If you use assistive technology (such as a screen reader) and need a version of this document in a more accessible format, please email alternativeformats@homeoffice.gov.uk. Please tell us what format you need. It will help us if you say what assistive technology you use.

Details

This leaflet describes what standards of service you can expect from Her Majesty’s Passport Office. It incudes their customer service standards and targets, and what you can do if you have a complaint about how they handled your passport application.

The leaflet is also available in Welsh.