Supporting documents not available: caseworker guidance
Tells HM Passport Office staff how to deal with an application if a customer cannot send us the supporting documents we need to prove their identity, entitlement and British nationality.
Documents
Details
This guidance tells HM Passport Office staff how to deal with an application if a customer cannot send us the supporting documents we need to prove their identity, entitlement and British nationality.
Updates to this page
-
This guidance has been updated to explain when operational team leaders must refer an application to QuESt (Quality, Examination Support team) if the customer cannot provide the necessary documents to confirm their identity or nationality; to remove reference to Document Management Service; and to remove reference to the Application Management System (AMS).
Update history
2026-07-02 14:12
Updated the section When a customer cannot send in their passport, and updated the terminology used to refer to mother and baby institutions, Magdalene Laundries, and workhouses in Northern Ireland.
2025-12-17 12:54
Updated guidance with a new section, ‘Documents unavailable: Magdalene Laundries’, to tell examiners about the Magdalene Laundries and in the section ‘If a customer cannot supply the documents we need’, to tell examiners that customers impacted by the Magdalene Laundries may have difficulties providing documents.
2025-09-19 16:06
Updated the supporting documents not available guidance. A full list of changes can be found in the guide.
2025-07-23 11:52
This guidance has been updated to explain when operational team leaders must refer an application to QuESt (Quality, Examination Support team) if the customer cannot provide the necessary documents to confirm their identity or nationality; to remove reference to Document Management Service; and to remove reference to the Application Management System (AMS).
2024-10-15 12:11
This guidance has been updated. A full list of the changes is in the document.
2022-10-25 14:49
Updated guidance to reflect the change in sovereign.
2022-10-03 10:08
Accessible version added.