Compensation guidance

Guidance for Her Majesty's Passport Office staff on compensating a customer or claiming compensation when something goes wrong.



This guidance explains, if things go wrong, when and how we will:

  • compensate a customer
  • claim compensation from our partners or suppliers
Published 18 June 2010
Last updated 26 May 2022 + show all updates
  1. 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).

  2. Updated guidance.

  3. First published.