Terms of Service

The following cover all services provided Submission Support Ltd (contact details >) trading as “Passport Advice & Services” online through our websites, email, helpline or other means. You must not use our services if you do not agree with them. If you have any questions regarding the below please ensure that you contact us here >


Notice – We reserve the right to change our terms & conditions at our sole discretion, effective date of any change will be clearly marked, lasted updated: 21/11/2018.


The service is provided by: Submission Support Ltd (company number: 11672800) trading as “Passport Advice & Services” via britishpassportservices.co.uk provides 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.

• Passport Lodging & Collection Services
• Passport Appointment Services
* Passport Application Assistance
• Passport Information & Advice

All information supplied by Passport Advice & Services is not 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 are able to talk directly to our operators regarding passport applications and general passport information. If at any time during a call you decide to use our Passport Application Submission Services we will direct you to our 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 “the applicant” to our website is stored in our secure database. All information obtained by applicants 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 applicants 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 and securely under the Data Protection Act, our ICO reference number is: ADD HERE.

Passport Advice & Services does not issue British passports directly; we provide advisory services via our website, telephone 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 then be provided, which allow you to complete your application via post.

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 applicant” 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 applicant” is correct before submission; we may also contact “the applicant” prior to submission if further information is required or errors have been made by “the applicant”. We cannot accept any responsibility if “the applicant” 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

We offer premium rate number services that provide call connection to HM Passport Office provided by Umbrella Support Ltd in relation to enquiries regarding Passports, these numbers charge a fee per minute which will be displayed clearly both on our website and via recorded messages. Please note that these numbers are only to be called by consumers over the age of 18, consumers must also have the bill payers permissions before calling.

Premium Rate Number Services are provided by Umbrella Support Ltd. If you wish to contact us regarding our premium rate number services our customer service number is: 0203 6000 368.


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 any 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 this fee.

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 service 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 non-geographic numbers and wait in a queue for a long period of time.
• Allows individuals who may be abroad to book appointments not possible via non-geographic numbers.
• Full refund if you are not eligible/chosen the wrong appointment type (not offered by HM Passport Office)
• 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 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 timeslot will be confirmed via Text Message and 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. 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.

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 timeslot will be confirmed via Text Message and 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 come with the following services…

  • Document & Photo Checking Service (£10 Per Applicant)
  • Passport Office Appointment Exemption (£50 Per Applicant)
  • Collection & Delivery Service (£30)
  • Queue Jumping Service (£15)

Document & Photo Checking Service – 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 lead to a delay or rejection a full refund on this service will be made.

Passport Office Appointment Exemption – Also known as the “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 and processed on time, accepted by delayed or rejected payment for their time will still be required once it has been performed.

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 save you from going back later that day or the following evening. The applicant/s will need to sign an “Authorization Letter” giving us permission to do this. We also offer an personal delivery service to office and home addresses in the London/Kent area 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 passport business we have back office staff checking HM Passport Office’s calendars on an hourly or bi-hourly basis during working hours and so are in pole position to secure cancellations that appear on HM Passport Office’s calendars as they appear.

For an optional fee we can add your application to the Queue Jumping list and have our back office staff either immediately re-book you or send you a text message or email as soon as an earlier or more convenient appointment then the one you have been issued appears. This service is ideal for those who need their appointment as soon as possible or were given a lodging time and/or date that is not ideal. By using this service you are paying for the agents time, we cannot and do not guarantee that we can secure you an earlier appointment time then the one you were issued as all appointments are subject to availability.


Refunds/Cancellations

Premium Rate Services

This website offers call connection services via premium rate numbers. If you feel that any of our premium rate number services have not provided you with a worthwhile and accurate service you can request a refund of the call charges by writing to: Umbrella Support Ltd,  8 Deer Park Road, London, SW19 3UU or emailing refunds@submissionsupport.co.uk

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 our number service on your bill, you should expect a full refund 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 a 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 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 either 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 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 either 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 includes a 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 receiving the appointment reference number via text message and e-mail.

Any refund requests made after this time will not be accepted, this is due to the fact that once a reference 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: refunds@submissionsupport.co.uk. You should expect a refund within 30 days of the request being made.

Our Content

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.

Cookies / Sessions

Please note our website does not use cookies to store your personal information, our system uses session variables. Session variables allow us to temporarily store information regarding your navigation throughout our website, they are used to store basic information on your progress when using our online application service. These sessions are held within your web browser for a small time period and are cleared upon closing your web browser. We do not load any cookies into your browser or store any personal information using cookies.

Privacy Policy Due to the recent GDPR requirements that have come into force we now ask you to read and agree to our new detailed privacy policy when using our services, it explains in detail what information we store, how we use it and how it is shared with third parties in order to provide the services as stated in these terms.