This guidance tells HM Passport Office staff, if things go wrong, when and how we will:
compensate a customer
claim compensation from our partners or suppliers
Updates to this page
Published 18 June 2010 Last updated 7 February 2025 +show all updates
This guidance has been updated to include the DHU (Document Handling Unit) in the Reimbursement for lost or damaged documents section.
Updated guidance.
We have updated the guidance to explain when we may consider refunds or compensation for missed travel (in the Refund for a loss of a holiday section).
