11. Before we decide if we should conduct a detailed investigation of a complaint, we look at whether there are signs the events complained about had a negative effect which the organisation has not put right. Having done so we have found HMPO has already done enough to put right the impact of these events.
12. Mr O complains HMPO did not follow its procedure when he reported the loss of his previous passport, and this resulted in delays in receiving his replacement passport. When Mr O complained about this to HMPO he states this was not taken seriously or addressed properly as the response to his complaint was issued before he received his replacement passport and so could not address all of the complaint.
13. The information provided by Mr O and HMPO shows HMPO received Mr O’s application to renew his passport on 5 July 2021. Mr O sent his previous passport to HMPO as part of the renewal process via Royal Mail tracked delivery.
14. On 19 July 2021 when the Royal Mail tracking information had not updated Mr O called HMPO and was advised to report his previous passport as lost as it had not been received. HMPO sent Mr O a link to do this, and he completed it that day.
15. Mr O states that on 9 September 2021 HMPO advised him that his new passport had been approved and printed and that it would be delivered on 10 or 11 September 2021. Mr O’s passport was delivered on 16 September 2021.
16. Mr O complained to HMPO on 30 July 2021. HMPO sent a response to Mr O’s complaint on 10 September 2021. Mr O sent in a further complaint via his MP and HMPO issued a response to Mr O’s MP on 12 October 2021.
17. Mr O complains the delays in receiving his passport caused him stress as he was unsure whether his passport would arrive in time for a prebooked holiday. He also states he had to spend time on the phone making enquiries about what had happened with his passport and then waiting for the courier to deliver his passport.
18. We recognise Mr O received a response to his initial complaint prior to receiving his new passport and therefore Mr O’s feels this meant HMPO missed parts of his complaint. HMPO also sent a further response to Mr O’s complaint on 12 October 2021. HMPO stated in this response that its initial response was issued after Mr O’s new passport had been processed but due to delays in his new passport being delivered, he did not receive the passport until afterwards. We have therefore considered the response of 12 October 2021 as the final response in our considerations.
19. We looked at the information HMPO provides to applicants about how long it usually takes for it to process an application for a new passport. Information provided on Renew or replace your adult passport: Overview - GOV.UK (www.gov.uk) states:
‘Processing times in the UK Allow up to 10 weeks to receive your passport.
How long it takes Do not book travel until you have a valid passport – your new passport will not have the same number as your old one.
Getting your new passport Your new passport will be sent to you by courier or Royal Mail. They’ll either: • Post it through your letterbox • Hand it to you if you’re home • Leave a card or post you a letter saying how you can get it’
20. HMPO replied to Mr O’s complaint on 10 September 2021. In this it apologised for the delay caused to his application, the frustration the lack of progress caused, and the delay in responding to his complaint. It also explained that the officer responsible for the delay to his application had been re-briefed to prevent the same situation happening again.
21. HMPO in its response of 12 October 2021 to Mr O’s MP said that Mr O’s application was received as a standard application on 5 July 2021. Mr O’s previous passport was submitted in support of his application, but when it had not tracked he was advised to report his passport lost on 19 July 2021. Mr O reported the loss of his previous passport online on 19 July 2021. The loss of Mr O’s previous passport was not forwarded to the team dealing with his application. As a result of this oversight, Mr O’s application was not passed for examination until 16 August 2021. HMPO also stated it made efforts subsequently to expedite his case following the complaint he had made.
22. HMPO also explained in its response that Mr O’s passport was approved and printed on 9 September 2021and sent to him using the services of a courier. It was collected on 10 September 2021 and scheduled for delivery on 13 September 2021. It apologised that Mr O was given the expectation that it would be delivered earlier. It also explained the courier experienced an IT incident on 10 September 2021 which resulted in nationwide disruption to its operations. This had an impact on the delivery station dealing with the delivery of Mr O’s passport, which caused delays to deliveries as the courier worked to clear the items over the following few days.
23. From the evidence we have seen in Mr O’s account and what HMPO has said it does appear as though there were some avoidable delays. Although it appears HMPO took steps to deal with his application quickly once it identified this, some delays with the courier meant that it took longer than anticipated for it to be delivered to Mr O. HMPO has accepted these errors and so to determine whether HMPO did enough to put things right for Mr O we looked at the HMPO Compensation Guidance. This states:
‘Compensation for distress (consolatory payments)
Treasury and Cabinet Office guidance states that HM Passport Office may only compensate for a customer’s financial loss. If a customer has suffered distress (for example loss of enjoyment and hardship) we will consider exceptional claims on a case-by-case basis. For example, if: • the customer misses a life event (for example, a wedding or funeral) • we lose the customer’s irreplaceable documents which have sentimental value (for example, old family photographs) • an office closes early causing the customer to miss their interview (for example, a building evacuation due to a security alert)’
24. We expect organisations to act in line with our Principles for Remedy when dealing with complaints. This means:
‘2 Being customer focused • Apologising for and explaining the maladministration or poor service.
• Understanding and managing people’s expectations and needs.
• Dealing with people professionally and sensitively.
• Providing remedies that take account of people’s individual circumstances.
4 Acting fairly and proportionately • Offering remedies that are fair and proportionate to the complainant’s injustice or hardship
5 Putting things right • If possible returning the complainant and, where appropriate others who have suffered similar injustice or hardship to the position they would have been in if the maladministration or poor service had not occurred.
• If that is not possible, compensating the complainant and such others appropriately.
• Considering fully and seriously all forms of remedy (such as an apology, an explanation, remedial action or financial compensation).
• Providing the appropriate remedy in each case.’
25. We acknowledge Mr O applied for his passport over 10 weeks before he required it for travel. We also recognise there was a delay in the loss of his previous passport being reported to the team dealing with his new passport application. HMPO in its response to Mr O’s complaint apologised for this and explained the actions it has taken to prevent a recurrence.
26. Mr O confirmed he received his new passport before he needed it to travel and just outside of the 10-week turnaround time set out in HMPO’s information for applicants (paragraph 19). Therefore, Mr O did not lose out on being able to go on holiday because of the slight delay over the 10-week turnaround time for his passport to be delivered.
27. It is our view that Mr O was returned to the position he would have been in had the delay in reporting his previous passport to the relevant team not occurred. This follows our principles for remedy.
28. We recognise Mr O was concerned that his new passport would not arrive in time and that this would result in him missing a holiday. The HMPO guidance on compensation for distress states it will consider exceptional claims on a case-by-case basis. HMPO state a processing time of 10 weeks for standard passport applications. They also recommend that you do not book travel until you have received your new passport.
29. Mr O did not miss out on his holiday or other significant life event as his passport arrived in time for him to be able to travel. It was Mr O’s decision to book a holiday, against the advice of HMPO prior to receiving his new passport. Mr O’s passport was lost by Royal Mail and not HMPO. Therefore, we do not consider HMPO can be held responsible for the distress Mr O experienced because of this, although we appreciate that this was a worrying time for him.
30. Taking all the information into account it is our view HMPO have followed its guidelines on compensation and our principles for remedy in apologising for the delays in Mr O’s new passport being processed and delivered. It has also explained the steps it has taken to prevent recurrence. We acknowledge HMPO provided its initial response to Mr O’s complaint prior to him receiving his new passport. HMPO provided a further response on 12 October 2021 after Mr O received his new passport. It is our view the response of 12 October 2021 covered all Mr O’s complaints. Therefore, we will be taking no further action on this complaint.