Guidance

Lost or damaged documents: caseworker guidance

Tells HM Passport Office staff about replacing documents that have been lost or damaged.

From:
HM Passport Office
Published
18 June 2010
Last updated
187 NovemberFebruary 20222024 — See all updates

Documents

Lost or damaged documents (accessible)

HTML

Lost or damaged documents

PDF, 231255 KB, 1517 pages

Details

This guidance tells HM Passport Office staff how to:

  • establish who is responsible for replacing a lost or damaged document
  • arrange a replacement document or tell the customer how to replace the document
  • deal with the application that is delayed because of a lost or damaged document
Published 18 June 2010
Last updated 187 NovemberFebruary 20222024 + show all updates

  1. Updated to show how empty envelopes are handled in a Document Handling Unit.

  2. Updated guidance.

  3. Accessible version added.

  4. Guidance has been updated with minor reformatting changes.