HM Passport Office, Durham [Appointments only] - Durham

Hoi Y. C.

My sister's online BNO passport renewal went very well and quickly. She was kept well informed of the passport status and when it would arrive via email, text message and WhatsApp.

What I find useful:
- Possibility to do passport renewal online with a digital
photo (for other European passports you still have to make an appointment at the town hall and bring a non-digital photo)
- Passport photo can be taken yourself with a camera or mobile phone.
- If the photo is not good, they will continue to send you a reminder until you upload a good photo.
- You can reschedule the passport delivery to another date that
is more convenient

Point for improvement:
It might be better if there was a possibility for the following option: when renewing the passport online, have the option to choose not to return the supporting documents and old passport to the applicant.
Reason: In other European countries, you can have the old passport destroyed when collecting the new passport from the town hall.

joyce L.

I had applied online to renew both my mum and dads BNO passports back last Nov. Within 3 weeks my mums renewal was done perfectly whilst my dad's one was done in error so he was told to return it. Long story short, he returned the passport and 2 weeks later, he received the same wrong passport with corner cut off but WITHOUT his new passport! Some telephone operators were extremely un-knowledgeable as they do not even know what to do?! I was very shocked when one of them sent me to the home office for my dad's BNO renewal!
How could any passport offices fail twice to do such basics procedures of renewal?
Almost 5 months gone by, the issue has still not been solved.
I am their daughter who lives and works in Britain; and my parents are based in Hong Kong. I am their only child so I fly home whenever they need my help.
Now I had a call saying I was told to re-apply his application and make another payment online. What a joke! Today
is the fifth month since I applied for my dads passport. I just hope I won't be charged again because it wasn't my fault. It was the passport office who failed twice to give me the right passport.

Janice E.

Renewed my passport online. The service was fantastic so fast too. I went online on the Monday and my passport arrived Friday morning. I was contacted every day with an update of progress. Brilliant service other departments etc should take a leaf out of their book. Thank you 😊

Adam P.

We paid for the super fast service as we were travelling in a couple of days. Got printed quickly. There was an issue with our appointment time as they’d allowed us to book one for 7.50pm, despite them closing at 3pm that day. They told us over the phone to just turn up earlier and it was fine in the end. Very quick. In and out in ten mins with new passport.

Eliza R.

Booked an appointment for Tuesday afternoon for the premium passport service. Arrived at Durham and the first impression we got was the rude, insensitive security guard on the door. His attitude was disgraceful and he was extremely unhelpful. During the appointment we were told the passport would most likely be arriving on Friday morning for our flight or by Saturday. It is now Tuesday and it’s still not arrived. We have called the passport office over 20 times and received a different answer every time, the workers were clueless, unhelpful - telling us the passport may have been destroyed, or that it’s on the way, or that it’s been downgraded to a standard service: literally a made up answer every time we have called. On Sunday we were told we would be contacted in the morning by Durham about the status of the passport, however we have received no phone calls or emails. We have paid over £200 and missed our holiday due to their lack of concern, help or care. This is disgraceful.

Samuel B.

The Durham Passport Office is the kind of place you only visit when you need to, but they make the experience as smooth as possible. The staff were efficient and professional, helping to get everything sorted quickly. While it's not somewhere you'd choose to spend your day, the location is a bonus – there's plenty to do around Durham while you wait. From charming cafes to historic sights, you can easily pass the time exploring the nearby area. It’s as good an experience as you can have when dealing with important documents! Five stars for making a necessary task feel a bit more enjoyable.

Mohammed B. W.

I have same issue I have sent my application special delivery guaranteed and it says delivered and signed but when I keep calling them they say nothing on the system.
We want answers because we have paid for the service what’s wrong with you people.
Is there any management or they not bothered to sort people applications

Tikayla R.

Sent my application 3 months now , i had got an message from royal mail that it had reached almost a month and half now but still no email from the office and when i call they said they haven't seen it even though i have proof of them signing for it