Can you complain about a passport agency ?

[smiggy]

Trying to get a duplicate passport.
Society in question has taken a long time but the big issue is they have told so many lies.
I sent an email asking them to send me all the paperwork , nothing online, two weeks later nothing. Resend to same email and they said they had never received first email.
Send off paperwork , paid fees by bank transfer with my name as reference.
Weeks later heard nothing
Email to ask progress
Hear nothing
Email week later and leave several voice messages, get email back saying they didn’t get previous email ( hmmm…) and to call.
Finally get to speak to them and get told delay has been because vet didn’t stamp the form. Luckily I scanned a copy pre sending so could confirm that was rubbish.
Then the issue was that I hadn’t sent proof from my bank that I had made a bank transfer ! And they needed me to send a screen shot of money leaving my account.
Basically just a load of old rubbish.
It’s the lies that are annoying me now more than the delay.just so unprofessional that I don’t think they should be issuing passports.

 

[ponynutz]

Nothing to add but just wanted to say how frustrating this sounds! Hope it all gets sorted soon

 

[Fransurrey]

DEFRA oversees the PIOs. You can complain here:

Getting and using a horse passport

Horses, ponies, asses, donkeys and zebras must have a horse passport and it must be with the animal at all times

www.gov.uk

 

[fredflop]

Which pio? Sounds like one I had dealings with a few years ago

 

[holeymoley]

Would be interested in hearing who too as youngster supposedly has/had passport but didn't ever make it to previous owner in her time of ownership, she contacted asking for it to be sent again as hadn't received anything but also to say there's a change of ownership. Neither her or I have ever heard back and company took over a month to look in to this for me. Youngster was wormed, microchipped and vaccinated at the same call out so surprised if previous owner was lying. Had to apply for a new one.