Example of guidance

Complaints about passports :

1 Step one 

If you have a complaint about how we handled your passport application, please contact our central customer service team by phone, in writing (letter or fax) or by email.

Phone: 0300 222 0000

Textphone 0300 222 0222

Text Relay 18001 0300 222 0000 

Write to: 

 Customer Service Centre 

Identity and Passport Service 

PO Box 175 

Newport 

Gwent 

NP20 1XA. 

Fax: 01633 473899

Email: Newport@ips.gsi.gov.uk

When you write to or email us, please provide:

̐ full details of the problem 

̐ the name and date of birth of the person the passport was for

̐ the date the application form was sent to us

̐ which of our offices the application form was sent to 

̐ the barcode number from the application form, if you have a note of it

̐ the passport number, if you have one

̐ information so we can contact you (name, address, postcode, day and evening phone numbers, and a fax number and email address if you have these), and

̐ the date and time of your appointment and an appointment reference number if you visited one of our offices to get your passport. When we receive your complaint, we will investigate and let you know what went wrong and advise you what we are doing to put things right. We will write to you within 10 working days from receiving your complaint, either with a full reply or to let you know what is happening if we have not finished our investigation. 

2 Step two

 If you have followed step one and are not satisfied with our response, or if you have a more general complaint (for example, about a policy matter) that is not related to your specific application, please write to,
fax or email:
Parliamentary & Correspondence
Management Team
IPS Chief Executive’s Office
2 Marsham Street, 4th Floor
Peel Building, London
SW1P 4DF.
Fax: 0870 336 9175
Email: hqenquiries@ips.gsi.gov.uk

3 Step three 

If you have followed steps one and two and are still not satisfied, you may ask your Member of Parliament (MP) to raise the matter with our Chief Executive or the Home Office minister responsible for us.

4 Step four 

If you are still not satisfied, you can ask your MP to ask for an investigation by the Parliamentary Commissioner for Administration (the Ombudsman). You can only do this through your MP.The Ombudsman’s role is to investigate complaints by members of the public about the way government departments, and their executive agencies, have treated them.

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/222567/dg_184487.pdf

our question for this:

1. How many steps are there?
    - There are four steps.

2. If you have any complaints about passport who should you contact?
    - Customer Service Centre Identity and Passport Service via phone: 0300 222 0000 Textphone 0300 222 0222 Text Relay 18001 0300 222 0000 or write to PO Box 175 Newport Gwent NP20 1XA. by fax: 01633 473899 or email: Newport@ips.gsi.gov.uk

3. What will they do when they have received your complaints message?
    - They will investigate and let you know what went wrong and advise you what they were doing to put things right. They will write to you within 10 working days from receiving your complaint, either with a full reply or to let you know what is happening if they have not finished their investigation. 

4. When you will write to Parliamentary & Correspondence Management Team?
    - When you have followed step one and are not satisfied with their response, or if you have a more general complaint (for example, about a policy matter) that is not related to your specific application.

5. What is the Ombudsman role?
    - to investigate complaints by members of the public about the way government departments, and their executive agencies, have treated them.

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