Service standards and customer satisfaction

In all of your dealings with us, you can expect:

• our staff to be polite, helpful and professional
• passports to be issued in line with our published standards
• the details on your passport to be correct and your supporting documents to be returned promptly
• registration certificates to be issued in line with our published standards from the General Register Office
• special provisions and services for people with disabilities
• clear and helpful explanations from our staff if you are denied a British passport because of citizenship, or other grounds.

We also welcome your comments and suggestions by post, email or phone.

For more information on our customer service standards you can view the documents below. They will open in a new browser window.

Download IPS Services and Standards (PDF - 289 Kb)

2008 Customer Survey Results

Each year Certificate Services conducts a customer survey asking a variety of questions, the results of which are analysed and used as part of the following financial years business improvement process.

The target audience is made up of customers who have applied by post, phone or online. The vast majority of surveys are sent to customers resident in the UK (95%), although a percentage (5%) is sent to customers living overseas.

The Certificate Services 2008 Customer Survey was conducted during the month of December. Of the 4,000 surveys issued we received 1,968 back, which represents a 49.20% rate. This is a significant improvement over the previous years survey when we had a 39.3% response rate.

Complaints procedure

If you are not satisfied with the service you have received our complaints process will guide you through the options available to you.