Guidance

Supporting documents not available: caseworker guidance

Tells HM Passport Office staff how to deal with an application if a customer cannot send us the supporting documents we need to prove their identity, entitlement and British nationality.

From:
HM Passport Office
Published
22 March 2021
Last updated
23 July 2025 — See all updates

Documents

Supporting documents not available (accessible)

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Supporting documents not available

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Details

This guidance tells HM Passport Office staff how to deal with an application if a customer cannot send us the supporting documents we need to prove their identity, entitlement and British nationality.

Updates to this page

Published 22 March 2021
Last updated 23 July 2025 show all updates

  1. This guidance has been updated to explain when operational team leaders must refer an application to QuESt (Quality, Examination Support team) if the customer cannot provide the necessary documents to confirm their identity or nationality; to remove reference to Document Management Service; and to remove reference to the Application Management System (AMS).

  2. This guidance has been updated. A full list of the changes is in the document.

  3. Updated guidance to reflect the change in sovereign.

  4. Accessible version added.

  5. First published.

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