Hello all,
I’ve recently gone through a similar experience, however my situation was that they lost my foreign passport, and claimed I’d only sent my naturalisation certificate.
Timelines - I sent my passport and Nat certificate on the 28th February.
I posted it via special delivery - Royal Mail. I kept hold of my tracking number and it arrived at the Hemel branch at 9am on the 29th February.
1st March - my tracking updated saying “documents received”. So I assumed it was just a waiting game from here - no… I receive an email on the 5th March and a text saying that I am missing my foreign passport in my application, and that I need to send it.
Shock waves through my system…
Long story short - I called this number “ 0300 330 0901” several times a day. Provided my tracking number for Royal Mail and explained that they needed to check the envelope again.
Eventually my application was put on hold, and they said that the documents would be checked.
I continued to call several times a day (you have to keep calling until you speak to someone competent - sounds rude, but you need an English native, usually Scottish, to pick up the phone - can take a few tries). Explained the situation repeatedly, and told them I had a holiday booked in a few weeks time so this is urgent.
Eventually someone escalated it to the customer management team (he advised that he was going to email several different routes, and speak to the back office) after a week of stressful calls. A lady called me back on the number - +44 300 222 0000, and she sent an email to the office in Hemel. The next day I called (this Tuesday 12th March). Spoke to a gentleman on my second call who advised that there was a document on the system on the 11th which seemed to be my foreign passport.
I had also sent my expired passport and advised them of this in my many calls - I don’t know if that sped up the process for locating the recent one, but FYI I sent this on the 11th March.
There was some confusion and explaining as they assumed it was my expired passport on the system, to which I had to repeatedly explain that my expired passport arrived on the 12th. So how can they have that on the system on the 11th?
Called again, confirmed both passport numbers - hallelujah the passport was found. I then ensured the lady I spoke to emphasised the urgency for getting the application processed again.
Called on the 13th, spoke to another lovely lady that confirmed that it was now being passed to the examiner.
14th - got an email that my application was approved.
15th - got a text saying my passport is coming tomorrow.
I really hope this helps - but above all else, KEEP calling 0300 330 0901 is the best number.
Open 8-8 on weekdays, and open on weekends too. 9-5 I think at the weekend.
They will see how many times you call and understand the urgency.
Best of luck all
right. It's a risk sending original documents to HMPO
right. It's a risk sending original documents to HMPO
