Terms of Service
The following cover all services provided Submission Support Ltd (contact details >) trading as “Passport Advice & Services” online through our websites, email, telephone & other means. You must not use our services if you do not agree with our terms. You can contact us here > if you have any questions regarding the below.
Notice – We reserve the right to change our terms & conditions at our sole discretion. The effective date of any change will be clearly marked. Last update: 02/05/2020.
The service is provided by Submission Support Ltd (company number: 11672800) trading as “Passport Advice & Services” via britishpassportservices.co.uk, ukpassportservices.co.uk or ukpassportoffices.co.uk we provide the following third party services on an unaccredited basis not endorsed by HM Passport Office or the UK government. Our optional, value added services and charges can be avoided by applying for or renewing a UK passport through official online and offline channels. The primary services we provide are…
• Passport Lodging & Collection Services
• Passport Appointment Services
* Passport Application Assistance
• Passport Information & Advice
All information supplied by Passport Advice & Services in any form is not to be deemed as professional advice. Information we provide is based on information available in the public domain along with information obtained through personal experience. Our aim is to provide helpful information to the best of our ability regarding passport applications and general passport queries. Passport Advice & Services cannot accept responsibility for any delays and/or problems with passport applications due to information provided or advice given.
We also offer advice and application processing via our website, whereby you can talk directly to our operators regarding passport applications and general passport information via email, web chat or phone (on occasion). If at any time during your interaction with us you decide to use our Passport Application Submission Services we will direct you to our third party website. When using our online submission services we will ask for information such as Full Name, Date of Birth, Address, along with other information regarding your current passport. We may also ask for additional information regarding your family members such as Mother, Father, & Grandparents in order to complete certain types of applications.
Passport Advice & Services will ensure that all information submitted via any of our websites is stored in our secure database. All information obtained by users will only ever be used to submit/process passport applications by Passport Advice & Services and will not be used for any other purposes. In the event that further information is required from an applicant or errors are found with application details, we may contact the user using contact information provided in order to successfully complete an application submission.
Passport Advice & Services is fully compliant with the Information Commissioner’s Office and is registered to handle personal details safely & securely under the Data Protection Act, our ICO registration number is: ZA482563. By using our company you also consent to your personal data being shared with Her Majesty’s Passport Office.
Passport Advice & Services does not issue British passports directly; we provide advisory services via our website, telephone (on occasion) and email. We charge a third party fee for both checking and submitting your information on your behalf to the official government service. Relevant documents will be provided, which allow you to complete your application.
Passport Advice & Services shall endeavour to provide its services with reasonable skill and care but cannot accept any responsibility should you fail to receive a passport.
The individual completing the online application form is “”the user” and is responsible for conforming to all the legal requirements of Her Majesty’s Passport Office.
Passport Advice & Services will do its best to check and verify information supplied by “the user” is correct before submission; we may also contact the user prior to submission if further information is required or errors have been made by the user. We cannot accept any responsibility if the user does not supply the correct information or is not eligible for a UK passport, or subsequently fails to provide any additional documentation to Her Majesty’s Passport Office in order to complete their application.
Premium Rate Call Services
Pages on our website point to: https://callconnect-passport.co.uk/ which offers an unofficial and unaccredited caller connection service routed through to HM Passport Office. This service is provided by another company called Premium Support Ltd. These phone numbers charge a fee to connect and per minute which is displayed clearly both on their website and when their phone number is dialled. Please note that these services must only to be called by consumers who are bill payers or have their permission and are 18yrs old or over.
If you have any questions, complaints or concerns regarding the 0905 premium rate numbers you can contact Premium Support Ltd by either calling: 0203 6000 368 or emailing: [email protected]
Online Application Submission (4-6 Week Process)
Upon completion of an application submission we will provide the following service(s):
• We will check and validate all of your submitted information to ensure that it is correct. Your verified application will be submitted and the fee paid to Her Majesty’s Passport Office on your behalf. You will then receive a “Declaration Form” via e-mail within 24 hours (You must then sign/date and send off this form, along with any supporting documents in order to complete your application).
• You will be appointed your own personal advisor with a direct telephone line who will be on hand to guide you through every stage of the application process.
• We will send an E-mail containing your personalised passport application guide, which will be specific to your applications needs, this will include detailed instructions of how to complete your Declaration Form and the various documents you will need to provide in order to complete your application.
• Once our service has been provided you will receive a text message notification along with an e-mail containing your Declaration Form. Receipt of this Declaration Form and subsequent notifications is proof that your passport application has been processed and the services have been provided and paid for by Submission Support Ltd. Her Majesty’s Passport Office do not offer refunds on application fees, therefore we are unable to refund any fees related to passports.
Important: Passport Advice & Services cannot accept responsibility for any of the following in relation to the service provided or rejection of your application by Her Majesty’s Passport Office:
• If you did not provide a valid mobile number and/or email or fail to check your inboxes correctly.
• Failure to sign and date the Declaration Form correctly.
• Failure to send your Declaration Form to Her Majesty’s Passport Office within 90 days of receipt.
• Failure to send the correct supporting documents, details of which accompany your Declaration Form via e-mail.
We are able to resend your Declaration Form upon request via telephone or e-mail.
Please note: We charge a fee of £30 per applicant for the above service, fees shown on the submission form include the full cost of your British Passport in addition to our fee. You will not be required to pay any further fees to Her Majesty’s Passport Office in order to receive your Passport.
Online Appointment Booking (1 Day & 7 Day Services)
We provide an online booking consultancy service, whereby customers can book urgent 1 Day Premium and Fast-Track 1 Week Services. The benefits of our service are:
• Available 24/7, 365 days a year, allowing customers to book appointments at their own convenience
• Avoids the need to call a phone line and wait in a queue for a long period of time (including from abroad)
• Optional Document & Photo Compliance Checking Service, Queue Jumping Service & Passport Lodging
• Ability to Reserve Appointment Slots in our calendar that are 3+ weeks from today (not offered by HMPO)
• Further advice & guidance provided via e-mail and phone to support your application.
By using our online booking service you give Submission Support Ltd the right to use your personal information in order to book an appointment directly with Her Majesty’s Passport Office on your behalf.
By using our service you understand that the fee paid to Passport Advice & Services includes the full cost of your passport appointment along with a third party service fee of £30.00 per applicant. Passport Advice & Services cannot accept responsibility for any of the following in relation to the service provided or rejection of your application by Her Majesty’s Passport Office:
• If you did not provide a valid mobile number and/or email or have failed to check your email inbox correctly.
• Failure to attend your pre-booked appointment at the confirmed date and time.
• Failure to provide the correct supporting documents when attending your appointment.
Once a booking is made, your booking reference and time slot will be confirmed via E-mail within a specified time period. In the event that a requested appointment could not be booked for the date/time requested Passport Advice & Services will book you in for the next available appointment which may not be one of your selections on the form (unless, when completing the form you requested we cancel your request and refund all monies should we not be able to secure one of your dates). Please see (Refunds/Cancellations) below for more information.
Telephone Appointment Booking (1 Day & 7 Day Services)
By using our direct phone booking service you give Passport Advice & Services the right to use your personal information in order to book an appointment directly with Her Majesty’s Passport Office on your behalf. When using this service Passport Advice & Services will charge a service fee of £30.00 per applicant. The only fees in addition to this will be local rate call charges, charged to your bill in accordance with your phone provider’s policies (most landline and mobile providers include 01/02/03 numbers in their free “inclusive” minutes bundles).
When using this service it will be clearly stated online and also verbally by our operators that we charge a fee for our booking services. In relation to this service any additional third party fees will be charged directly via Her Majesty’s Passport Office either in advance or when attending your pre-booked appointment.
Once a booking is made your booking reference and time slot will be confirmed via E-mail within a specified time period. In the event that a requested appointment could not be booked for the date/time requested Passport Advice & Services will book you in for the next available appointment which may not be one of your selections on the form unless you tell us on the phone call not to do so in which case a full refund will be issued. Please see (Refunds/Cancellations) below for more information.
Ancillary Package Services
Our Appointment Packages also has the following additional services. All of which are optional.
- Document & Photo Checking Service (£10 Per Applicant)
- Passport Office Appointment Exemption (£50 for up to 2 applicants)
- Passport Collection & Delivery (£25)
- Queue Jumping Service (£15)
Document & Photo Checking Service – Our in-house specialists will perform a thorough check of the passport form, supporting documents and photographs to help ensure the application will be accepted first time. Whilst every effort will be made to ensure your passport form, photographs and supporting documents are in order and will be accepted by HM Passport Office we cannot guarantee this nor offer any insurance, warranty that any application will be accepted. Nor can we be responsible for any losses: time, financial or otherwise should any application be rejected or delayed for any reason as the sole decision lies with HM Passport Office. Should your application/s be delayed or rejected due to a compliance check error on our part then a full refund on this service charge will be made.
Passport Office Appointment Exemption – Also known as the “Passport Lodging & Collection Service” applicants can send their forms, photographs to our London based office whereby an agent employed by or sub-contracted by Passport Advice & Services will take the documents and lodge them at the London Victoria Passport Office on your behalf. If you also want us to collect the new passport/s then the applicant will need to sign an “Authorization Letter” giving us permission to do this. It is agreed that the fee for this service is payment for our agents time and travel expenses and that regardless of whether the application is accepted, delayed or rejected that payment for this service will still be due as the agents time and travel expenses would not be recoverable.
Collection & Delivery Service – If you lodge your passport at the London Victoria Passport Office then we can arrange for one of our agents to collect the new passport/s and send them to you via signed for delivery and so save you from going back later that day or the following day yourself. The applicant/s will need to sign an “Authorization Letter” giving us permission to do this. We also offer a personal delivery service to office and home addresses in the London/Kent/Surrey areas however this rate is variable. You should contact us prior to entering into any contract for an all inclusive quote.
Queue Jumping Service – As a leading third party business that assists applicants secure a UK passport, we have back office staff checking HM Passport Office’s calendars routinely each day (during working hours) and so are in pole position to secure new appointments when they are released and secure cancelled and re-scheduled slots when they appear on HM Passport Office’s calendar for all seven offices.
The service has two features. Firstly, HM Passport Office offer a first come first serve policy and so you will receive whatever appointment is free at that time. Booking through our website will mean that we will attempt to “Queue Jump” you and secure an appointment that matches one of your preferred times and dates. This is achieved by our back offices commitment to frequently monitor all HMPO calendars and secure you any appointment that better suits your needs from the allocations available when you booked. Note: We will be unable to move the appointment when it is 2 days or less away due to a restriction by HMPO.
Secondly with this service, your original booking request will jump to the front of the queue for appointment allocation by our back office team, taking priority over others who have also used our third party organisation (even if they paid before you) meaning that you will have access to the “inside track” of the best allocations.
This service is ideal for those who need their passport as soon as possible and are inflexible in regards to when they can attend the regional office. By using this service you are paying for the agents time, we cannot and do not guarantee that we can secure you your first choice or earlier appointment as all appointments are subject to availability however, we strive to make our best efforts to do so. As with all our third party services, a full refund is available on this service if you do not believe you received value for money.
Premium Rate Services
Our websites point to premium rate numbers which offer a caller connection service. If you feel that any of these premium rate number services have not provided you with a worthwhile and accurate service you can request a full refund of the call charges by writing to the operator of these numbers: Premium Support Ltd, 8 Deer Park Road, London, SW19 3UU or by emailing them at: [email protected]
Please note that in order for a refund to be processed you must also include a copy of the phone bill clearly showing the charge amount for the number service on your phone bill, you should expect a full refund via cheque or bank transfer within 7 days.
Online Application Submission
Refunds of service fees – We are happy to refund our service fee to any customer who feels that our service has not met their expectations, this can either be requested prior or after an application has been confirmed and will be limited to a refund of our service fee that we charge for our services (please see below for refund in relation to Her Majesty’s Passport Office fees).
Refunds of Her Majesty’s Passport Office fees – Part of the fee you pay includes a Her Majesty’s Passport Office fee for one of the following amounts (£49.00, £75.50). This fee can only be refunded if the refund request is made prior to receiving the “Declaration Form”. Any refund requests made after this time will not be accepted, after this time the fee has already been paid on your behalf to HM Passport Office. Her Majesty’s Passport Office do not offer refunds on application fees, therefore we are unable to refund this fee.
Online Appointment Booking
Refunds of service fees – We are happy to refund any customer who feels that our booking service provided has not met their expectations, this can either be requested prior or after a booking has been confirmed and will be limited to a refund of our service fee that we charge for our services (please see below for refund in relation to Her Majesty’s Passport Office fees). Refunds exclude the Passport Office Appointment Exemption Service and the Passport Collection & Delivery Service if they have already been performed as the agents time and travel expenses will have already been incurred and so the costs involved will be unrecoverable. However if neither of these services have not yet been provided at the time of cancellation then they too can be refunded.
Refunds of Her Majesty’s Passport Office fees – Part of the fee you pay us includes Her Majesty’s Passport Office fee for one of the following amounts (£122.00, £142.00 or £177.00). This fee can only be refunded if the refund request is made prior to the passport being paid for and appointment allocated.
Any refund requests made after this time will not be accepted, this is due to the fact that once an appointment number is confirmed we have already paid this fee on your behalf to HM Passport Office. Her Majesty’s Passport Office do not offer refunds on booking fees once a booking is confirmed, therefore we are unable to refund this fee. Any refund requests or disputes made regarding additional fees charged directly by HM Passport Office must be resolved directly with HMPO either by phoning the official advice line: 0300 222 0000 or via gov.uk.
Cancellation & Refund Details
We request you send any cancellation or refund request for our Application & Booking Packages to: Submission Support Ltd, 8 Deer Park Road, London, SW19 3UU or email: [email protected] You should expect a refund within 14 days of the request being made.
All content on this website is unique and has been written by or on behalf of Submission Support Ltd. All advice is not deemed as professional and we advise users to confirm any information given with an official source. All images have been sourced from stock photo websites and may be subject to additional copyright. Content and information is not to be copied or referenced without prior permission from Submission Support Ltd.
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