UK Passport renewal - email received 'send us your passport' 2 weeks after applying?

[Batty]

Hi there. So, I applied at VFS Global a couple of weeks ago to renew my passport, which expires in May.

I made an appointment and successfully submitted all the documents. They said it would take 3 or 4 weeks and that they would call me when it arrived.

Payment was taken one week later.

Today, I received an email from the UK passport office saying I need to send them my passport. To do so, I need to revisit VFS global and hand it over. I also need to submit a form of ID from a list they provided.

 

Is this an error, do you think? The lady at VFS checked all my documents and handed my passport back to me. Everything was in perfect order. I had official ID from the Amphur and a Thai driving licence with my Thai address on it. I can't think of a reason why they would need me to fly back to Bangkok and hand it over again? Moreover, I don't have any 'new' form of ID to give them, other than what I already have. 

 

This feels like some kind of auto-email error, but I can't be sure. I was wondering if anyone else has experienced this?

[Stubby]

I got a message a couple of weeks after applying for my new UK passport wanting to know if I was a dual passport holder. I'm not, and I don't know why PP office asked the question. It will be ready to pick up this week. Total time, about six weeks. 

[DrJack54]

Here is thread with post from @brewsterbudgen points out that he retained UK pp after dealing with VSF.

Suggest you contact VSF for clarification.

https://aseannow.com/topic/1346007-requirements-for-uk-passport-renewal/

 

Note: for others...do not leave passport renewal to last couple of months validity. Crazy. 

[Moonlover]

21 minutes ago, Batty said:

Hi there. So, I applied at VFS Global a couple of weeks ago to renew my passport, which expires in May.

I made an appointment and successfully submitted all the documents. They said it would take 3 or 4 weeks and that they would call me when it arrived.

Payment was taken one week later.

Today, I received an email from the UK passport office saying I need to send them my passport. To do so, I need to revisit VFS global and hand it over. I also need to submit a form of ID from a list they provided.

 

Is this an error, do you think? The lady at VFS checked all my documents and handed my passport back to me. Everything was in perfect order. I had official ID from the Amphur and a Thai driving licence with my Thai address on it. I can't think of a reason why they would need me to fly back to Bangkok and hand it over again? Moreover, I don't have any 'new' form of ID to give them, other than what I already have. 

 

This feels like some kind of auto-email error, but I can't be sure. I was wondering if anyone else has experienced this?

There's no mistake. This is exactly how it works. I had to make 2 long journeys to Bangkok from Udon Thani the last time I renewed. 

 

There were no agents back then or I would have gladly used one!

[Batty]

2 minutes ago, Moonlover said:

There's no mistake. This is exactly how it works. I had to make 2 long journeys to Bangkok from Udon Thani the last time I renewed. 

 

There were no agents back then or I would have gladly used one!

 

I'm not sure I understand what you mean by "this is exactly how it works".

 

It isn't how it works. 

 

Yes there are two journeys involved - the first one to submit your application and then the second one, weeks later, to collect your new passport. I understand that.

 

But why would I need to go back and submit my passport once again, after it has already been submitted once?

 

Are you implying it is standard to submit your passport with your application - and then return a couple of weeks later to submit it again - before coming back a third time to collect the new passport?

 

 

[Upnotover]

37 minutes ago, Batty said:

Hi there. So, I applied at VFS Global a couple of weeks ago to renew my passport, which expires in May.

I made an appointment and successfully submitted all the documents. They said it would take 3 or 4 weeks and that they would call me when it arrived.

Payment was taken one week later.

Today, I received an email from the UK passport office saying I need to send them my passport. To do so, I need to revisit VFS global and hand it over. I also need to submit a form of ID from a list they provided.

 

Is this an error, do you think? The lady at VFS checked all my documents and handed my passport back to me. Everything was in perfect order. I had official ID from the Amphur and a Thai driving licence with my Thai address on it. I can't think of a reason why they would need me to fly back to Bangkok and hand it over again? Moreover, I don't have any 'new' form of ID to give them, other than what I already have. 

 

This feels like some kind of auto-email error, but I can't be sure. I was wondering if anyone else has experienced this?

 

I would bypass VFS and attempt contact with HMPO.  Can you reply to their email?  They do have a number to call but you already know how that will go.  Maybe someone on here has a real working contact at HMPO.

[DrJack54]

19 minutes ago, Moonlover said:

I had to make 2 long journeys to Bangkok from Udon Thani the last time I renewed. 

Could the OP mail the pp to avoid in person VSF .

Did you look into that option? 

[Moonlover]

8 minutes ago, Batty said:

 

I'm not sure I understand what you mean by "this is exactly how it works".

 

It isn't how it works. 

 

Yes there are two journeys involved - the first one to submit your application and then the second one, weeks later, to collect your new passport. I understand that.

 

But why would I need to go back and submit my passport once again, after it has already been submitted once?

 

Are you implying it is standard to submit your passport with your application - and then return a couple of weeks later to submit it again - before coming back a third time to collect the new passport?

 

 

Sorry, you have stumped me now. I was assuming that your new passport was ready for collection. Is that not the case?

[Upnotover]

1 minute ago, Moonlover said:

Sorry, you have stumped me now. I was assuming that your new passport was ready for collection. Is that not the case?

Might be good if the OP posted a redacted version of the received email.

[Moonlover]

1 minute ago, DrJack54 said:

Could the OP mail the pp to avoid in person VSF .

Did you look into that option? 

No that's not an option with VFS. It has to collected either in person or by an authorized 3rd party.

[steve187]

op did you submit colour photo copies of every page in your passport

[Batty]

18 minutes ago, Moonlover said:

Sorry, you have stumped me now. I was assuming that your new passport was ready for collection. Is that not the case?

 

No mate, im afraid thats not the case 🙂

I probably didn't explain it very well in my original post but basically, I have applied, handed over everything they require, and payment has been made. Now, they want me to visit VFS to hand over my passport so they can send it back to the UK. 

It's strange, because that's not how it works (as you know). You don't surrender your passport, you keep it while the new application is being processed. For some reason they want meto go back - even though I have been once - just to give them my passport. 

[proton]

I always call in for the one day service when at home, can't be doing with this VFS nonsense and copying every page. 4 hour service, now just over 220 quid as prices going up tomorrow.

[Batty]

I spoke to HMPO on the hotline. We went around in circles for a while, like this:

Them: You have to surrender your passport when you apply. Didnt you give them your passport when you applied?
Me: No you don't have to give it to them for them to keep. They inspect the passport, and you give them copies of every page. They then give you your passport back.
Them: No they don't. They need the old passport. You need to go back and give it to them.
Me: Well then why did they give it me back in the first place, when I applied? WHy didn't they keep it then?
Them: Thats a fair point.
Them: Hmm...
Me: I mean, literally everyone who applies for a passport in Bangkok is given the passport back. Otherwise, you would be in a foreign country without a passport, wouldn't you? SO why do they want me to give them my passport?
Them: Again, fair point. Ill contact the examiner for clarification. Please look out for an email.

[Batty]

10 minutes ago, steve187 said:

op did you submit colour photo copies of every page in your passport

 

Yup. The woman checked everything (very carefully). I also gave them a Thai driving licence with my address on the back in English, and a confirmation letter from the Amphur, dated and signed, confirming my address.

She checked everything, gave me the OK, and said it would be ready in a few weeks. 

The issue here is why on earth do they want me to go back, again, and give them my passport - which they will then send to the UK - leaving me without a passport in Thailand for like, one month, probably.

 

[Moonlover]

9 minutes ago, Batty said:

I spoke to HMPO on the hotline. We went around in circles for a while, like this:

Them: You have to surrender your passport when you apply. Didnt you give them your passport when you applied?
Me: No you don't have to give it to them for them to keep. They inspect the passport, and you give them copies of every page. They then give you your passport back.
Them: No they don't. They need the old passport. You need to go back and give it to them.
Me: Well then why did they give it me back in the first place, when I applied? WHy didn't they keep it then?
Them: Thats a fair point.
Them: Hmm...
Me: I mean, literally everyone who applies for a passport in Bangkok is given the passport back. Otherwise, you would be in a foreign country without a passport, wouldn't you? SO why do they want me to give them my passport?
Them: Again, fair point. Ill contact the examiner for clarification. Please look out for an email.

In many countries, you do send your passport back to HMPO with your application. Thailand is an odd exception to that norm. It sounds to me that someone back there in the UK has got their 'knickers in a twist'. Challenge VFS with this issue. IMO they are the ones who should be sorting this 'misunderstanding' out.

 

Good luck.

[steve187]

4 minutes ago, Batty said:

 

Yup. The woman checked everything (very carefully). I also gave them a Thai driving licence with my address on the back in English, and a confirmation letter from the Amphur, dated and signed, confirming my address.

She checked everything, gave me the OK, and said it would be ready in a few weeks. 

The issue here is why on earth do they want me to go back, again, and give them my passport - which they will then send to the UK - leaving me without a passport in Thailand for like, one month, probably.

 

the only things i can think are, something needs further clarification on your passport, the person dealing with the application has made a mistake, or something not clear on the copies submitted, 

[ukrules]

12 minutes ago, Batty said:

Them: Again, fair point. Ill contact the examiner for clarification. Please look out for an email.

 

It sounds to me like you have an idiot processing your renewal back in the UK

 

[Upnotover]

14 minutes ago, Batty said:

Them: Again, fair point. Ill contact the examiner for clarification. Please look out for an email.

I think you've cracked it.  Incompetence on their side.  I really hope they resolve it.

[Andrew Dwyer]

I did a U.K. renewal at VFS in Bangkok recently ( picked my new passport up on Thursday last week ).

 

I had a bit of a nightmare, which i won’t go into here but there were errors by VFS and HMPO which meant my application took 5 1/2 weeks, and had to contact HMPO via their helpline:

[email protected]
 

There is definitely something amiss with the OP’s application and I recommend you use the above helpline to clarify exactly what is amiss.

[Gaccha]

9 minutes ago, Moonlover said:

In many countries, you do send your passport back to HMPO with your application.

 

When did this change of rules happen? When I got a new British passport in October in Thailand I had to submit my passport. It was sent to the UK. 2 weeks later I then went to the offices and collected the new passport and the clipped old passport.

 

I did not get to keep my passport. I did exactly the same 5 years before that. 

 

Because for 2 weeks I had no passport I was careful to keep a photocopy on me. 

[Moonlover]

31 minutes ago, Gaccha said:

 

When did this change of rules happen? When I got a new British passport in October in Thailand I had to submit my passport. It was sent to the UK. 2 weeks later I then went to the offices and collected the new passport and the clipped old passport.

 

I did not get to keep my passport. I did exactly the same 5 years before that. 

 

Because for 2 weeks I had no passport I was careful to keep a photocopy on me. 

Did you use an agent or did you visit VHS personally?

[Serenity_Now]

2 minutes ago, Moonlover said:

Did you use an agent or did you visit VHS personally?

He did it in person check the tapes

[DrJack54]

40 minutes ago, Andrew Dwyer said:

There is definitely something amiss with the OP’s application and I recommend you use the above helpline to clarify exactly what is amiss.

OP, read this post. 

Seems UK passport renewal not simple process

[Gaccha]

38 minutes ago, Moonlover said:

Did you use an agent or did you visit VHS personally

 

I went myself. Handed over my passport along with all other required materials, such as colour photocopies.

[Batty]

2 hours ago, Andrew Dwyer said:

I did a U.K. renewal at VFS in Bangkok recently ( picked my new passport up on Thursday last week ).

 

I had a bit of a nightmare, which i won’t go into here but there were errors by VFS and HMPO which meant my application took 5 1/2 weeks, and had to contact HMPO via their helpline:

[email protected]
 

There is definitely something amiss with the OP’s application and I recommend you use the above helpline to clarify exactly what is amiss.

Hi Andrew

I read your post - it was indeed a nightmare! I am glad you got it sorted. 

I may be facing a similar fate. After speaking to them, I received a follow-up email that said they no longer needed my original passport but now needed to see identification. Apparently, they believe I submitted copies and not originals of the ID.

That is not true. I took originals and copies to VFS Global, as instructed. 

For some reason, they believe I submitted only copies and not originals. As a result, they now want me to send hard copies to the HMPO in Corby.

I called again and explained that I had taken the originals to VFS Global. They have passed this information on to the 'examiner' and I must now await an email.

I am just looking at the receipt that VFS Global gave me. There is a document receipt checklist that confirms the type of ID submitted. I have two rows ticked for driving licence and house registration book (which was actually a letter, signed and date by Amphur, confirming I live at that address). Next to each of these are two columns: one that says 'tick if copy' and one that says 'tick if translation'. VFS global have ticked the copy column.

Now, this obviously means that they have submitted a copy of the original - and not a translation. I suspect that HMPO are assuming this means I provided only copies. 

It's a case of incompetence. The fact is, VFS Global will not accept mere copies - they need to see originals PLUS a copy. For some reason, HMPO is assuming this means ONLY A COPY.

What a joke. This is going to take weeks, and my passport expires in May.... Plus, I need to apply for my extension end of April. I didn't imagine it would take longer than 6 weeks and I assumed that a renewal would be simple and easy with no dramas. 

[Andrew Dwyer]

15 minutes ago, Batty said:

Hi Andrew

I read your post - it was indeed a nightmare! I am glad you got it sorted. 

I may be facing a similar fate. After speaking to them, I received a follow-up email that said they no longer needed my original passport but now needed to see identification. Apparently, they believe I submitted copies and not originals of the ID.

That is not true. I took originals and copies to VFS Global, as instructed. 

For some reason, they believe I submitted only copies and not originals. As a result, they now want me to send hard copies to the HMPO in Corby.

I called again and explained that I had taken the originals to VFS Global. They have passed this information on to the 'examiner' and I must now await an email.

I am just looking at the receipt that VFS Global gave me. There is a document receipt checklist that confirms the type of ID submitted. I have two rows ticked for driving licence and house registration book (which was actually a letter, signed and date by Amphur, confirming I live at that address). Next to each of these are two columns: one that says 'tick if copy' and one that says 'tick if translation'. VFS global have ticked the copy column.

Now, this obviously means that they have submitted a copy of the original - and not a translation. I suspect that HMPO are assuming this means I provided only copies. 

It's a case of incompetence. The fact is, VFS Global will not accept mere copies - they need to see originals PLUS a copy. For some reason, HMPO is assuming this means ONLY A COPY.

What a joke. This is going to take weeks, and my passport expires in May.... Plus, I need to apply for my extension end of April. I didn't imagine it would take longer than 6 weeks and I assumed that a renewal would be simple and easy with no dramas. 

I hear ya !!

 

My issues with the process involved VFS and HMPO:

 I had 2 valid U.K. passports and the U.K. application form said i had to supply an employer letter reasoning why i had two, where i would be travelling, for how long etc etc.

I retired in 2016 so an employer letter is impossible but it didn’t state any alternative.

VFS told me to send, through their service, full copies of both passports and on the application form ( section 8 I think ) just write in the reason i had 2 passports, that I would be renewing just the one and letting the other expire naturally, so i did that.

10 days later i paid for the service via U.K. debit card and 3 days later the whole SMS saga started.

HMPO sent me an SMS to say they had emailed me, but it never arrived.

After a couple of days i got in touch with the helpline, as the SMS wasn’t accepting replies, but they were very frustrating.
Every email in the helpline chain appeared to reach a different person ( they don’t sign off with their name, only HMPO ) and i had to repeat the issue several times over the next two weeks ! They couldn’t understand why i wasn’t receiving the emails from HMPO  but could see what the issue was as i was quoting a reference code from the initial SMS.

Through the helpline we managed to figure out that i had to send my other passport back for cancellation but what was incredible was that HMPO were constantly sending me SMS messages saying they had sent me an email while none arrived but the helpline didn’t think to contact them.

Finally after 18 days the helpline informed HMPO that they had the wrong email address for me and things were back on track.

 

It was extremely frustrating and i started to feel that they wouldn’t connect the returned passport cancellation with the renewal application that was on hold and i had visions of my returned passport sitting in someone’s in tray as they were having a 3 week holiday in Benidorm !!

 

[rwilem]

5 hours ago, Gaccha said:

I did not get to keep my passport. I did exactly the same 5 years before that

Are British passports valid for only five years? That's kind of implied there. If so, that's a real pain for Brits living overseas 

[rwilem]

This page on passport renewals for British people residing in Thailand was updated last week. Is the info accurate? It's not an 'official' source, but may have something helpful.

 

https://mybritishpassport.com/british-passport-renewals-from-bangkok/

 

Is my understanding correct, that VFS is a private enterprise and that the UK and some other embassies 'outsource' the passport renewals of their nationals residing here? Or at least some of that process?

 

Why would they do that? Seems to be a critical issue and as such one that embassy personnel would want to be in control of, and monitor themselves. And when the renewal still has to be processed 'back home', an extra layer of potential miscommunication and misunderstanding is added to the task. 

[Keeps]

23 minutes ago, rwilem said:

Are British passports valid for only five years? That's kind of implied there. If so, that's a real pain for Brits living overseas 

No, 10 years. However, if you are a very frequent traveller and fill the passport with stamps then you will need to renew prior to the expiration date. 

 

There is the option, for an increased fee, of a passport with extra pages.