I think they're just covering up for the mistake Novie. And why do they have to send the documents to Thailand when they process UK applications in Liverpool?! You should have told we have a few members here who applied for their kids' passport recently and never had to go through something like that. I think the best thing to do is still to go to your MP and let him/her help you deal with this urgently. Make sure to point out it's a complaint.