Change of https://www.gov.uk/government/publications/documents-lost-or-damaged

Change description : 2026-03-02 17:10:00: Updated the guidance to remove references to the Application Management System (AMS). [Guidance and regulation]

Showing diff : 2025-03-05 11:49:40.928049710 +00:00..2026-03-02 20:32:03.825404271 +00:00

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
52 March 20252026 — See all updates

Documents

Lost or damaged documents (accessible)

HTML

Lost or damaged documents

PDF, 216214 KB, 1918 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

Updates to this page

Published 18 June 2010

Last updated 52 March 20252026 + show href="#full-history">+ show all updates

    3. Guidance updated to add a timeframe for contacting customers about lost documents.

Sign up for emails or print this page

Update history

2026-03-02 17:10
Updated the guidance to remove references to the Application Management System (AMS).

2025-03-05 11:49
Guidance updated to add a timeframe for contacting customers about lost documents.

2024-02-07 11:26
Updated to show how empty envelopes are handled in a Document Handling Unit.

2022-11-18 16:57
Updated guidance.

2022-09-28 15:55
Accessible version added.