Steps to Take When Losing Your Passport During Surrender Certificate Process with VFS Global: A Comprehensive Guide

 I'm sorry you're going through this—losing your passport during a surrender certificate process with VFS Global can be incredibly stressful, especially when you're getting stonewalled by both Royal Mail and VFS. Let's walk through what you can do next, step by step:

✅ 1. File a Police Report

Even though it's lost in transit, you must file a loss/theft report with your local UK police station. This is often a required document when applying for a new passport or surrendering your case to the Indian High Commission.

1. You can report it online through your local police department's non-emergency service.
2. Get a crime reference number or lost property number.

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✅ 2. Report Passport Loss to the Indian High Commission (IHC)

You must formally notify the Indian High Commission in the UK that your passport is lost.

1. Use this form: Lost Indian Passport Reporting
2. Email: passport.london@mea.gov.in
3. Subject: URGENT – Lost Indian Passport during Surrender Process – VFS/Royal Mail Misdelivery

Include:

1. Your VFS reference number
2. Royal Mail tracking number
3. Police report
4. Full details of what happened
5. Any screenshots/emails of VFS refusing help

✅ 3. Submit a Claim with Royal Mail (Yes, you can as the recipient)

Despite what Royal Mail says, you CAN submit a claim as a recipient:

"The sender or the recipient of the item may both claim..."

So take the following actions:

1. Go to Royal Mail Claims Page
2. File a claim as the recipient
3. Include your tracking reference, proof of value (you can use the surrender certificate + passport details), and evidence of the misdelivery

📎 Tip: Write clearly that VFS is refusing to submit the claim, and you are forced to proceed.

✅ 4. Escalate VFS Global Complaint

VFS is notorious for poor support, but you still have recourse. Try escalating formally:

1. Use their feedback/complaint form: VFS UK Contact
2. Also email: feedback.uk@vfsglobal.com or info.inuk@vfshelpline.com
3. Demand escalation to a supervisor or resolution officer

🧠 You can also post your issue on Twitter/X and tag:

1. @vfsglobal
2. @IndiainUK (Indian High Commission in London)

This often prompts quicker responses.

✅ 5. Apply for a Reissue of Lost Passport

If you officially report the passport as lost, and VFS doesn’t resolve this, you may need to apply for a duplicate/lost passport at the Indian High Commission.

You’ll need:

1. Police report
2. Proof of old passport (scan/photo if you have it)
3. Address proof in UK
4. Filled passport application on Passport Seva Portal

Once processed, you can apply again for a Surrender Certificate.

Optional: Take Legal or Ombudsman Help

If this goes unresolved for too long:

1. File a complaint with Consumer Ombudsman UK
2. Seek advice from Citizens Advice Bureau
3. Consider small claims court action if Royal Mail or VFS are negligent

Summary of What to Do Right Now:

1. File a police report – get a case reference number
2. Report passport loss to Indian High Commission
3. Submit a claim to Royal Mail as recipient
4. Escalate your case with VFS Global via complaint forms and social media
5. Prepare to apply for a new passport if needed

Lost passport during surrender certificate process

VFS Global passport issue

Royal Mail misdelivery complaint

Indian High Commission notification

Passport reissue process