They have the contract to return passports. Unfortunately because of this, there is no one else who you can choose to deliver. They send messages announcing delivery and then send other messages saying they attempted to deliver. They have a number, but it is only there to appear professional as no one will answer it. There will be a message telling you to ring back later. These guys are a waste of time. To be honest, I don't know how they've been getting away with it for so long. I'm guessing someone in high places has shares in this business. I'd avoid if I was you. I've wasted two whole days and all I've had is deflection and avoidance of resolving any issues. Social media has my story and similar ones for days. Check out Twitter, Google reviews and other places. The customers are just not happy with their unpredictable service