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The relevant policy on renewing damaged passports can be found here:
You will see that there is a definition of what a damaged passport is.
In the section titled ‘Responsibilities’ you will also see there is a discussion of what would happen if the holder has pre-booked travel and the Passport Service is still able to use the Fast-Track or Priority service fin these circumstances. You must advise the telephone booking service that you are travelling next week on pre-booked travel and ask them to book you into one of the premium services. You will be expected to provide evidence that you have pre-booked travel on the days you claim.
Hi - my name's Al.
I went to the passport office today, having booked a one day/fast track appointment. Because the passport has been deemed "damaged", they can now only offer a 5 day service - too late for me. I don't understand why there's no flexibility or if there's any way I can appeal the decision to call it damaged. Can you advise?Thanks.
Did you tell them you were travelling next week?
Yes, I did but it made no difference.
Strange because the policy deals with this. Anyway if you want to take the matter further as with any Government department it is not a straightforward matter and you are expected to follow the official complaints process, luckily you still have a few hours left to do this today as they close at 8pm. The complaints process can be found here:https://www.gov.uk/government/organisations/hm-passport-office/about/complaints-procedureThe first step is to call the number you would have called to make an appointment and there would be a complaints section there that would deal with this matter
I'll try the number - thank you.
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