Guidance

Reimbursing out-of-pocket expenses: caseworker guidance

Tells HM Passport Office staff how to reimburse a customer if we have made an error and caused them out of pocket expenses.

From:
HM Passport Office
Published
13 October 2020
Last updated
12 February 2025 — See all updates

Documents

Compensation: reimbursing customers for out of pocket expenses

HTML

Details

This guidance tells HM Passport Office staff in Application Processing Centres (APCs) how to reimburse a customer for out of pocket expenses (OPE) caused by errors made by HM Passport Office.

Updates to this page

Published 13 October 2020
Last updated 12 February 2025 + show all updates

  1. This guidance has been updated to reflect that the Transactional Finance team has been split into two new teams, the Debt and Refund team and the Financial Reporting team. Their contact details have been updated.

  2. Updated guidance published.

  3. First published.

Sign up for emails or print this page

Related content