Change of https://www.gov.uk/government/publications/counter-collections

Change description : 2026-03-30 12:34:00: This guidance has been updated to tell counter examiners when and how they must retain a counter collect report and customer receipt for 6 months, and to add a new section called ‘uncollected passports’. [Guidance and regulation]

Showing diff : 2025-06-06 11:20:06.290196315 +00:00..2026-03-30 11:37:42.990062185 +00:00

Guidance

Counter collections

This guidance tells HM Passport Office public counter staff how to deal with customers collecting their passports and documents from the counter.

From:
HM Passport Office
Published
6 June 2025
Last updated
30 March 2026 — See all updates

Documents

Counter collections (accessible)

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Counter collections

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Details

This guidance tells His Majesty’s Passport Office public counter examiners how to deal with customers who collect their passports or documents from the counter.

This guidance applies to: 

  • premium service applications
  • Digital Fast Track (DFT) applications, where the new passport is printed in local print rooms because the customer wants to collect their passport
  • urgent government business or compassionate (U&C) applications

Updates to this page

Published 6 June 2025
Last updated 30 March 2026 href="#full-history">+ show all updates

  1. This guidance has been updated to tell counter examiners when and how they must retain a counter collect report and customer receipt for 6 months, and to add a new section called 'uncollected passports'.

  2. First published.

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Update history

2026-03-30 12:34
This guidance has been updated to tell counter examiners when and how they must retain a counter collect report and customer receipt for 6 months, and to add a new section called ‘uncollected passports’.

2025-06-06 12:19
First published.