HM Passport Office - Chat Transcript
Roma Kareem (You): Hi, I applied for my daughter's passport (1st child passport) from
Pakistan. Her name is ALAYA ASAD, DoB 11/11/2021.
My husband tried to contact you today but you have advised that since he is not the
signatory on the application and I am the signatory so I shall contact.
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Olaoluwa (Agent): Hello
Thank you for contacting HM Passport Office. My name is Olaoluwa. How can I help you today?
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Roma Kareem (You): I want to know the reference number of my application. Check the progress of the application also
and want to update the home address of my husband in UK
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Olaoluwa (Agent): To obtain your application number, you will need to call our Customer Advice Line on 0300 222 0000.
Details on call charges can be found here.
Our advice line is open to take your call between 8:00am to 8:00pm Monday to Friday and 9:00am to 5:30pm Saturday,
Sunday and Public Holidays.
If you are calling from outside the UK, your call will be chargeable from when the call is connected to the automatic
message. The charge will vary according to the telephone line provider.
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Roma Kareem (You): We tried calling today and they said that we need the application reference number. We have just
this email confirmation from VFS Global (Gerry's office in Lahore, Pakistan). The UK Passport Application for ref no.
HMP/LHE/220623/0001/01 was forwarded to HMPO.
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Olaoluwa (Agent): I am closing the chat as I have not had a response. If you still need to chat, please contact us again.
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Roma Kareem (You): hello
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Olaoluwa (Agent): We are unable to provide the application reference number via webchat, you will need to call the advise
line.
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Roma Kareem (You): I am saying that we called today and they said that they do not know the application reference
number
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Roma Kareem (You): as The UK Passport Application for ref no. HMP/LHE/220623/0001/01 is not what matches their
system.
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Roma Kareem (You): after that my husband contact you via webchat and you said that we can provide to the applicant
only so I contact you
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Olaoluwa (Agent): Can you provide me with the following
Full name as it is on the application
Date of birth
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Roma Kareem (You): ALAYA ASAD
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Roma Kareem (You): 11/11/2021
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Olaoluwa (Agent): Please specify the surname
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Roma Kareem (You): ASAD
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Olaoluwa (Agent): Please give me some minutes whilst i check.
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Roma Kareem (You): Okay thanks
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Olaoluwa (Agent): Who am i chatting today please?
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Roma Kareem (You): Roma Kareem
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Roma Kareem (You): Mother of Alaya Asad
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Olaoluwa (Agent): Your date of birth please and your relationship with applicant?
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Roma Kareem (You): 18/05/1984 I am Alaya Asad's mothe
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Roma Kareem (You): mother*
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Olaoluwa (Agent): The application is still in progress. The application reference number is 5176197949.
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Roma Kareem (You): Thanks. How can I update my husband's details/address?
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Olaoluwa (Agent): However,if you want to change the address on the application, You will need to write a covering letter
advising us of the address and also send a proof of address.
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Roma Kareem (You): The address is just my husband's address in the UK. Not our address in Pakistan.
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Olaoluwa (Agent): Yes we need a letter and proof of address to be able to update it.
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Roma Kareem (You): If I still need to write a covering letter. Where shall I email it?
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Olaoluwa (Agent): It will need to be posted to the address you have sent the documents to.
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Roma Kareem (You): The proof of address will be my husband's address in UK
which we want to change - right?
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Olaoluwa (Agent): Yes. The proof of address will be your husband's address.
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Roma Kareem (You): We had submitted the documents in VFS Global (Gerry's office in Lahore Pakistan).
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Roma Kareem (You): Shall we submit there? Is there any address where we can email or send it directly to HMPO in UK?
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Olaoluwa (Agent): HM passport Office
101 Old Hall St,Liverpool
L3 9BP
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Roma Kareem (You): Thanks. Can we use this email address provided on your website?
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Roma Kareem (You): [Link]
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Roma Kareem (You): Nationality contact centre
nationalityenquiries@[Link]
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Olaoluwa (Agent): Is better posted.
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Roma Kareem (You): Okay. Do you accept digital signatures?
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Olaoluwa (Agent): It has to be wet signature.
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Roma Kareem (You): Okay thanks.
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Olaoluwa (Agent): Is there anything else I can help you with?
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Roma Kareem (You): That's it. Thanks
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Roma Kareem (You): Thanks you for your help
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Olaoluwa (Agent): You are welcome. Thank you for using HM Passport Office chat service.
Sent at: 10/15/2023, [Link] PM
Olaoluwa (Agent): We would love your feedback on your experience today, please help us and take this short survey by
clicking on the following link [Link]
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Date of Download: 10/15/2023
