SWMBO and I both applied to renew our passports just after we got back from Portugal a couple of weeks back. Need them for Egypt at end Nov, but didn't do them Express as the website says 3 weeks, and I was too tight to have the Post Office check the paperwork and pics before we sent them.
We did the online bit on Sat 20th and walked to the PO to send them on Sun 21st. The Passport Office says to send them by signed-for so that's what we did.
They don't process your application till your old one arrives with them. Mine arrived at the Passport Office at 14:45 on Tuesday afternoon. At 8:34 on Wed they texted me to say it had gone on hold as the picture didn't meet the rules. I had to log onto the website to see why - too much shadow (they are really strict these days!!). So I took the pics again and resent them that morning. At 14:37 they messaged me to say it had been approved , then at 20:04 that it was ready and being sent. it arrived on Monday (28th). You get texts all the way from submitting your application till it's been sent, which impressed me.
So that was pretty much 48 hour turnaround, really impressive.
OTOH....
SWMBOs old passport didn't (and still hasn't) turned up. She called the Passport people the other day and they said take it up with the Post Office. The Post Office were dismissive and told her they would have advised to send it special delivery (they didn't!). They said she can claim compensation for actual loss but other than that told her there was nothing they could do. I kind of get that but a teensy apology or a pretend attempt to locate it wouldn't have gone amiss.
She's gone back to the Passport Office today and they told her again top chase the Post Office and report it to the Police, who weren't interested and didn't record any details. Post Office have nothing to add. The Passport Office however have said they will review what they've got and will try to issue the passport with no further ado - apparently often need a face-to-face for a lost passport. We've not even put them under any pressure.
So anyway a BIG thumbs up to the Passport Office but a MUCH BIGGER thumbs down to the rude and seemingly lazy staff at the Post Office.
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