Guidance
Lost or damaged documents: caseworker guidance
Tells HM Passport Office staff about replacing documents that have been lost or damaged.
Documents
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 2 March 2026
show all updates
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Updated the guidance to remove references to the Application Management System (AMS).
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Guidance updated to add a timeframe for contacting customers about lost documents.
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Updated to show how empty envelopes are handled in a Document Handling Unit.
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Updated guidance.
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Accessible version added.
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Guidance has been updated with minor reformatting changes.
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First published.