Complaints regarding identity cards

If you have a complaint about how we handled your identity card application, please contact us. You can do this:

  • by phone
  • in writing (letter or fax)
  • by email

By phone

On 0300 330 0000. The line is open from 8.00am - 8.00pm Monday to Friday, and from 9.00am - 5.30pm weekends and public holidays. During office hours we will put you through to the customer service team. Outside office hours we will ask you to explain the complaint. We will then arrange for a member of the customer service team to phone you.

In writing

Please send your letter or fax to:

Durham Customer Service Manager
Durham Identity & Passport Service Office
PO Box 302
DH97 1PA
Fax: 0191 370 7140

When you write to us, please give us:

  • full details of the problem
  • the name and date of birth of the person the identity card was for
  • the barcode number from the application form, if you have a note of it
  • the ID card number, if you have one
  • information so we can contact you (name, address, postcode, day and evening phone numbers, and a fax number and email address if they have these)
  • the date and time of your appointment and an appointment reference number from when you visited the National Identity Service Customer Centre to submit your application.