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: 7 February 2024 — See all updates

Documents

Lost or damaged documents (accessible)

HTML

Lost or damaged documents

PDF, 255 KB, 17 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 7 February 2024 + show all updates

1. 7 February 2024

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

2. 18 November 2022

   Updated guidance.

3. 28 September 2022

   Accessible version added.

4. 22 March 2021

   Guidance has been updated with minor reformatting changes.

5. 18 June 2010

   First published.