CT02027 July 2023
POL00448136
POL00448136
SECTION 17 PASSPORT CHECK & SEND V4.0
POLCC 66/23 REVIEW: 31/07/2024
Passport Check & Send
1. Accept the completed application form, two
photographs, the handling charge and any
accompanying documentation from the customer
» Please remind customers that they should not book
travel until they hold a valid passport
» Ask the customer when they are travelling. Turnaround
times are not guaranteed and vary, especially during
busy periods
» Explain to the customer that the Check & Send handling
charge is payable even if the application is rejected due
to errors. However, if there are errors they can return
within 30 days with their receipt and they won't be
charged again to check their application
«The Passport Application Desk Aid will guide you
through the Check & Send process. Available to order on
Horizon (stock code MISC1660) or on Branch Hub
2. Check the customer has provided the correct
accompanying documentation. You can refer to Horizon
and Branch Hub for guidance
«Fora first passport, have they provided their birth
certificate?
«If they were born after 31.12.1982, have they provided a
full birth certificate?
«For aname change, have they provided a change of
name deed or marriage certificate? Documents need
to show the chain of changes from the first surname
through to the current surname
Fora renewal, have they provided their old passport?
» _ If they have lost their passport, have they notified His
Majesty's Passport Office (HMPO)?
3. Check the form for errors
» Has the form been filled with black ink and with
CAPITAL LETTERS?
» Use Horizon Help to find errors that are acceptable and
those that are not
«Are the signatures within the boxes?
4. Check the photographs using the photograph templates
«Are the two photographs identical?
» Are they full colour and is the individual on their own in
the photograph?
Have the photographs been taken in front of a cream
background/screen?
«If there is a countersignature, have they written exactly
what it states in section 10 on the passport application
form?
' Important: Timescales for the issue of I
. ‘ 1
1 Passports can sometimes be impacted 1
1 by extraordinary factors, such as i
1 industrial action. Always check the 1
1 current passport processing times on the !
H gov.uk website. ;
1
4
eocece- .
Accompanying documentation 4
You can find out which documents are I
needed for each type of passport I
application on Horizon: fl
» Horizon Help ~ F7 i
» Travel — F4 i
* His Majesty's Passport Office i
1
!
1
!
1
!
FT
(HMPO): Check & Send Service— F5
» General Information — F2
* ‘Page Down’
» Documents supporting customers’
applications — F4
‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
on behalf of Post
Office and for the purpose intended, is not permitted
Operational Training & Development
Delivering Operational Excellence
Post Office - Operational training guide
POL-BSFF-104-0000095
SECTION 17 PASSPORT CHECK & SEND V4.0
POLCC 66/23 REVIEW: 31/07/2024
5. Attach a Post Office white barcode sticker over the
barcode on the passport application form
Note: Do not use or scan the pre-printed barcode on the
application form
6. Complete the ‘Office use only’ section of the passport
application form
» Complete the relevant ‘PT’ boxes with the number of
documents submitted e.g. ‘1’ in ‘FBC’, ‘2’ in ‘Photos’ etc.
(don't make any entries in the OB/EX boxes)
« For documents not listed, please write the appropriate
abbreviation(s) in the ‘Other documents - specify’ box(es)
* Date-stamp the Counter/Partner acceptance box
» Write your branch code in the ‘Partner Ref. Boxes’
» Puta cross (X) in the appropriate ‘Payment type’ box
7. Complete the Passport Application Receipt P4921 (see
numbered image).
Place a sheet of carbon between two copies and write
the following details on the receipt:
1. The Check & Send handling charge
The passport fee you have accepted
The total amount collected
The applicant's name (initial and surname)
The number on the barcode sticker you affixed to
the application form
ee
9
If there are any errors on the application form, you
should outline these on the P4921 customer receipt.
The customer then has 30 days to return to the
branch with the corrected form. They will not be
charged again for the checking fee if they return
within 30 days
7. If the Check & Send is successful, date-stamp
and initial both roundels on the top copy and the
undercopy of the P4921 customer receipt. If the
Check & Send has been rejected, date-stamp and
initial one of the roundels on the top copy and the
undercopy
Place the top copy of the receipt in your till and keep it in
your branch for two years.
8. Place the accompanying documents, photos and form in
the Transaction Envelope SP431
POL00448136
POL00448136
CTO02027 July 2023
Document Abbreviations
1 You can find the document
1 abbreviations to be written in the
1 ‘Office use only’ section on Horizon:
H Horizon Help — F7
Travel - F4
His Majesty's Passport Office
(HMPO): Check & Send Service —
FS
Checking the Application - F4
Post Office Use Only Box — F11
‘Page down’ to find abbreviations ;
Celtel lela lt
! Digital passport applications: '
' These can be submitted in the :
1} same despatch envelope as paper 1
I applications. A Passport Tablet User
1 work aid is available on Branch Hub. 4
Fy
The content
on behalf of 2 and for the purpose intended, is not permitted
Operational Training & Development
Delivering Operational Excellence
is document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
Post Office - Operational training guide
POL-BSFF-104-0000095_0001
CT02027 July 2023
9. Process the transaction through Horizon
» From the ‘Home screen’ select ‘Travel’, then ‘Passport’
«If the application is successful, select ‘Application
Successful’ and follow Horizon prompts
+ If the application is unsuccessful, select ‘Rejection Fee’
which will add the handling charge to the basket
10. Daily Accounting and despatch:
» Fill out the Daily Despatch Schedule P5035
» Send the yellow copy with the application forms to
His Majesty's Passport Office using a Passport Service
Despatch Pouch
* Process the despatch pouch through Horizon Post Mail
Items
* Retain the white copy in branch for two years
Daily Passport Schedule key (see image right)
1. Special Delivery reference number clearly written
2. Full name of applicant, with last name in CAPITALS (this
makes name searching easier for HMPO) and applicant's
contact number
3. Write the correct fee to indicate if the application was
made via paper or via tablet
4. Attach the second copy of the POCL Pass label here,
and write the barcode number clearly in the box
5. Fill in the number of applications, schedule number,
today’s date, value of fees, initials and branch (FAD)
code
6. Date-stamp the top copy and the yellow undercopy
clearly, so the branch name can be read
» Despatch all applications to HMPO on a daily basis,
even if there is only one application
» Check that the information has copied through
clearly to the yellow copy, but not through to future
copies
» Ensure the name shown is the applicant (intended
passport holder), and not a parent/guardian/
representative
« The barcode will not show through to the yellow
copy so handwrite the barcode number clearly
POL00448136
POL00448136
SECTION 17 PASSPORT CHECK & SEND V4.0
POLCC 66/23 REVIEW: 31/07/2024
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‘The contents of this document are classified Post Office INTERNAL. Disclosing, copying, distributing the information contained within this document to any third-party not working
on behalf of Post Office and for the purpose intended, is not permitted
Operational Training & Development
Delivering Operational Excellence
Post Office - Operational training guide
POL-BSFF-104-0000095_0002