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Guidance

Document storage, retention and destruction: caseworker guidance

Tells HM Passport Office staff about documents that cannot be returned to customers.

Updates to this page

From:
HM Passport Office
Published:
13 January 2012
Last updated:
2 October 2026
Show all updates

  1. This guidance has been updated throughout to show we are currently unable to return foreign documents to issuing authorities. When an examiner cannot return a document to the issuing authorities, they must retain the entire document pack for a further 12 months.

  2. Updated guidance to version 21. A full list of changes can be found within the guidance.

  3. Updated to clarify the process followed when we receive a new application and the documents are in Document Management Service long term store; add to the list of documents you must destroy after 1 year; show that Durham Customer Service Liaison team will deal with documents in storage for the Document Management Service; and remove reference to the Application Management System (AMS)

  4. This guidance has been updated to merge the storage guidance for AMS archives, DMS long term store, and DHU storage. There are no guidance changes.

  5. This guidance has been updated to reflect the change in our sovereign from Her Majesty Queen Elizabeth II to His Majesty King Charles III.

  6. Updated guidance throughout. Added HTML accessible version.

  7. First published.

Documents

Document storage, retention and destruction

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Details

This guidance tells HM Passport Office staff how to deal with British or foreign documents we cannot return to the customer as we have lost contact with them.

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