Q Why has the British Consulate-General decided to despatch all passports by courier instead of by registered post?
A. So that it can deliver on a quicker, more reliable, safer, customer friendly, and more cost competitive service - in line with what customers tell us they want. In addition to a guaranteed and improved return delivery service for passports, the new service will give customers immediate access to despatch information - not offered before. The British Consular Services in Spain aims to deliver on high quality and modern customer services - the new service is aimed at achieving that.
Q. How much is this going to cost me?
A. Delivery to mainland Spain and the Balearic Islands will cost €11 per package while delivery to the Canary Islands, Ceuta, Melilla and Andorra will cost €15. Our market research shows this to be very competitive to what other courier companies already charge customers, many of who already have their passports returned to them by courier.
Q How much does this compare to what customers currently pay ?
Courier companies have been charging customers anything from €14 to €18 for mainland Spain/ Balearics and €23 to €45 for the Canary Islands/ Ceuta/ Melilla/ Andorra. The Consulate-General Madrid has upto 1 August been charging a postal (Correos) handling charge of €4 for single applications and €6 for multiple applications.
Q. Will a family of four, for example, have to pay the courier fee four times?
A. No, we will send family applications back together and charge one courier handling fee.
Q. Can customers continue to send in their applications by post?
A. Yes, but we will return the completed passport by Bpack courier service.
Q. Can customers send in their applications by private courier?
A. Yes, but we will return the completed passport by Bpack courier service.
Q. If my application is very urgent, can I send my own courier to pick my passport up?
A. No, we will not be allowing any other courier company to collect passports.
Q. Will I have to pay the courier fee if my application is returned to me due to it being incomplete/incorrect?
A. Yes, that is why we urge you to read the passport application guidance very carefully on either our Web (www.ukinspain.com) or in handouts from Consulates, with particular attention to the required standards for photographs, countersignatures and documentary evidence of nationality.
Q. When will I receive my new passport?
A. We process all standard applications within ten working days - currently we are working well within this target, so getting new passports back to customers even sooner. Your passport will be delivered to customers by hand within 24 hours of being despatched from the British Consulate-General by Bpack.
Q. Can I have my passport delivered to my work address?
A. You may have the passport delivered to whichever address is convenient to you. You must state clearly on the form where you would like the passport to be delivered within Spain.
Q. What will happen if I am not at home when the courier service calls?
A The courier will leave a note explaining that delivery was attempted. Bpack will contact you as soon as possible to arrange delivery. It is important that you include your telephone number on the application form. If possible, please include a mobile telephone number. In this way the courier will be able to contact you even if you are not at home.
Q. Can I ask for my passport to be sent by registered post?
A.. No. We will only be despatching passports by Bpack courier service.
Q. Can I collect my passport in person in Madrid?
A. If you make your application in person in Madrid, you may call to collect it when ready.
Q. Who can I contact to enquire about whether my passport has been despatched?
A. You can either (a) go on-line, by accessing Bpack's tracking system via the British Embassy website
www.ukinspain, clicking on UK Passport icon and then clicking into the Bpack link. In order to locate your passport, you must type the telephone number you have written on the application form (without any international codes). This will show if your passport has been dispatched or not. Or (b), by telephoning the new Bpack implant at the Consulate-General Madrid on 91 524 9757 - lines open between 0900-1400 Monday to Friday - when a Bpack despatch adviser can help.
Q. Who should I contact to enquire about guidance on British passports in general?
A. ABTRAN on 807429026. If the passport has been issued, you or Abtran can access the Bpack tracking system via the British Embassy web page
www.ukinspain.com. Click on the UK Passport icon and then click into the Bpack link. In order to locate your passport, you must type the telephone number you have written on the application form (without any international codes). This will show if your passport has been dispatched or not.
Q. Can I send my passport application to you by the same system?
A. You are free to use Bpack to send in your passport application but you will have to organise this yourself. You may call 91 5249757 to arrange this and to consult prices.
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