Lost or damaged documents: caseworker guidance
Tells HM Passport Office staff about replacing documents that have been lost or damaged.
Documents
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
Updates to this page
Published 18 June 2010
Last updated 75 FebruaryMarch 2024
2025
+ show all updates
-
Guidance updated to add a timeframe for contacting customers about lost documents.
-
Updated to show how empty envelopes are handled in a Document Handling Unit.
-
-
Updated guidance.
-
-
Accessible version added.
-
-
Guidance has been updated with minor reformatting changes.
-
-
First published.
Update history
2026-03-02 17:10
Updated the guidance to remove references to the Application Management System (AMS).
2025-03-05 11:49
Guidance updated to add a timeframe for contacting customers about lost documents.
2024-02-07 11:26
Updated to show how empty envelopes are handled in a Document Handling Unit.
2022-11-18 16:57
Updated guidance.
2022-09-28 15:55
Accessible version added.
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
Updates to this page
Published 18 June 2010
Last updated 75 FebruaryMarch 2024
2025
+ show all updates
-
Guidance updated to add a timeframe for contacting customers about lost documents.
-
Updated to show how empty envelopes are handled in a Document Handling Unit.
-
-
Updated guidance.
-
-
Accessible version added.
-
-
Guidance has been updated with minor reformatting changes.
-
-
First published.
Update history
2026-03-02 17:10
Updated the guidance to remove references to the Application Management System (AMS).
2025-03-05 11:49
Guidance updated to add a timeframe for contacting customers about lost documents.
2024-02-07 11:26
Updated to show how empty envelopes are handled in a Document Handling Unit.
2022-11-18 16:57
Updated guidance.
2022-09-28 15:55
Accessible version added.
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
Updates to this page
Published 18 June 2010Last updated
-
Guidance updated to add a timeframe for contacting customers about lost documents.
-
Updated to show how empty envelopes are handled in a Document Handling Unit.
-
Updated guidance.
-
Accessible version added.
-
Guidance has been updated with minor reformatting changes.
-
First published.
Update history
2026-03-02 17:10
Updated the guidance to remove references to the Application Management System (AMS).
2025-03-05 11:49
Guidance updated to add a timeframe for contacting customers about lost documents.
2024-02-07 11:26
Updated to show how empty envelopes are handled in a Document Handling Unit.
2022-11-18 16:57
Updated guidance.
2022-09-28 15:55
Accessible version added.