HM Passport Office, London [Appointments only]

Excellent, faultless service from friendly and dedicated staff. I used the fast track passport renewal and my new passport arrived in the post just two days after my appointment.It's an impressive building with airport style security. Once inside, the place is well organized with a well managed waiting system and plenty of counters. I was seen within 5 minutes of my scheduled morning appointment. The gentleman that served me was very pleasant and the face to face process was very prompt. I am very satisfied and would certainly recommend coming here for a passport renewal application.

Needed an urgent passport for a child to salvage a holiday due to an innocent oversight from myself.Came in within three working days despite being told the best is 7 days, the latter would have meant not holiday for my family.I know they get a lot of criticism but based on my experience with them really positive and the staff seem to work hard and listen to you.

This would have been 5 stars but finding the office was difficult. They must know how difficult it is as there are signs added at the bottom of the sign post directing you to HM Passport Office.Even having been given directions from Excel I had to look. Leave Custom House DLR for Excel. With Excel on your left turn right and go down the steps. Turn right at the bottom of the steps, cross the zebra crossing and go in K South Entrance.I was worried it might be busy on a Saturday in July but I was in and out in no time. I used the Premium service and after a few tries to book an appointment (London appointments weren’t available when other centres had availability understandably) it all worked well. I arrived early as I thought there was a rail replacement service on part of my journey and there wasn’t. I was prepared to wait until my appointment time but asked if I could go in early and was sent through. Passed through security, joined a queue of two people, was given a number and a form to fill in. Sat, filled the form in and a couple of minutes later was called. Handed over the old passport, answered simple questions to confirm my ID and was given the passport.In and out in 15 minutes, though the queueing system and number of seats indicate it can take longer. The reviews about it taking a long time to be seen seem to relate to the previous office. This one looks to have been designed to match the friendly, professional service I received.

Super efficient service at the new passport office! Very organised with efficient and polite staff.You'll hardly have to wait for 5 minutes to get your passport if you've opted for Online Premium.Tip : Don't reach too early for your appointment, they don't allow entry before 10 minutes of your appointment

I dropped off a friend on the red lines outside the passport office and warden in unmarked van started taking photos of me and other car plates. Just nowhere to park for drop off. Or face £100 fine in the post. My friend said it was like a cattle market

Very brilliant and helpful staff. Only be there 15 minutes earlier than your appointment time. Once you're inside after security it takes only 11 minutes to get my passport. On my appointment letter my name was printed wrong still they let me in. ( luckily the passport came with the correct name ). From the custom house station it's clearly sign posted. No parking. Nearest parking in Excell parking which will charge a flat rate of £20. There are plenty of shops and restaurants just a few minutes away.

The system should be more efficient. This regards the office in East London. My passport was stolen on Saturday, after which I found out that you can't do the one-day service when this happens, only when it's a renewal. There is no reason for this, since you have to report it lost before starting this process so presumably they alert all the border force offices the same day in case of misuse by a criminal. You then have to attend a passport office IN PERSON and - guess what - there was no bookable appointment in London for the next three weeks, although I could have gone to Belfast (!), Peterborough etc. (Why they don't provide more appointments in London and reduce the ones in the other offices is a mystery.) Strangely, though, when I kept on refreshing the page, ONE appointment appeared in London on the Tuesday, which I took. When I arrived, there must have been a hundred people in the queue for appointments at 1015 and 1045. Try not to go with luggage if you can avoid it as it's a bit of a hike from the Custom House tube station as you have to walk all the way round, whereas the staff have their entrance almost opposite the tube! However, in the end I got out about an hour and a half after arriving and I should get my passport within seven days - although it depends on the courier they use (not Royal Mail, can you believe it?) as there appear to be LOTS of complaints about late delivery by the courier. A lot of unnecessary aggro. They could easily do Zoom appointments and change their conditions for lost/stolen passports. I lost my flight and will have to spend near to £200 for another one.

Absolutely atrocious! The staff are rude and obnoxious, and the whole process is just ridiculous. Security staff don't know what's going on and there's no waiting areas - people have to wait outside on the street. Horrible experience.

Excellent service. Ordered passport on Tuesday for collection Friday. Arrived 10 mins before my appointment. Went straight in and through security and less than 5 mins later walked out with my passport. Polite friendly staff.

Long line, as there is always a lot of people to check passport details.Professional staff, keeping the line orderly, including the scanning machines.A preliminary-check desk gets you the correct line, with a number. The waiting area has plenty of seating. Once your number comes up, head to the desk indicated on the screens.The agent was professional and easy to speak with. Provided you have all your necessary paperwork, the process should only take about 5 minutes.I paid online, so there were no extra charges, and the passport came within 7 days.Very good service.