C B.
Not Official Passport Service
So, stupidly applied on 23rd June, and noticed immediately after payment that it was not the official website, and was charged £158.50 - very misleading website and will always show at the top of a Google search. Website states working Mon to Fri from 9am to 6.30pm - so not sure how they managed to try to start processing my application on a Sunday evening after 8pm, and then only trying to offer 25% of their service fee to be refunded. They didn't answer my 10pm email immediately after they sent theirs, and it's been email ping pong since today to get this resolved - nothing ever acknowledged. Requested that they do not process anything in my name due to the 14 day online Cooling Off period and Ombudsman to be involved. They don't have any details to confirm their identity or company in their T&C's or no phone number. They did call me from an 01256 number, but when you call back it goes to trying to connect, to an agent, to then voicemail. Got another phonecall today to say that the allowable refund would go up to 50% but I still said that you have and will not process anything in my name and I want a refund. So today I now have an email finally confirming my refund minus £15 for their card fees - I really don't mind the £15 as long as I get the majority of my money back. All I would say is persevere and fingers crossed you will get your money back. The girl on the email/phone Nikki did try to help, and I do commend her as I was a bit argumentative on the phone!