Biometric appointment issue

[Ali2024]

Hi. My wife had her biometric appointment today which included document scanning which we had paid for.

I had all documents (director of a limited company) in order and asked the person dealing with us, if he could go through the checklist and I could hand them over one by one so that everything is submitted properly. He told me to give them all to him and he’ll sort them out at the end. I reluctantly handed them over and he started scanning them. The scanner kept getting stuck whenever he put more than 3 papers in. This happened at least 20 times. It didn’t seem like he was putting the papers that were getting stuck back again to make sure they had been scanned. He moved everything into the folders himself at the end and told me that he was submitting it now. I was very uncomfortable with the scanner getting stuck and was not sure if he had scanned every document. I also wanted to make sure that everything was being put in the right section as there are quite a lot of documents for a self employed person and I wanted to make sure he had got it right. He got angry and started saying he’s put everything in the right sections as it’s his job and he knows what he is doing. He said that I wasn’t even allowed to sit in the chair to the side of his desk or to look at his screen but he had let me and that I was “taking liberties”. Even though I had just asked if I could check if everything had uploaded and had not raised my voice or complained, one of his colleagues also got involved and shouted over from the next desk that if we had any issues we can contact UKVI on the number on the wall. The centre was due to close at 5pm and it was 5:10pm by the time he had finished scanning my documents and it felt like the workers were just desperate to get out of there and go home. I am very anxious that not everything got scanned or submitted in the correct sections.
When my wife signs into UKVAS it is all very confusing. There were meant to be two mandatory documents (declaration and my wife’s passport) and the rest were optional documents. Next to everything it says 0 files uploaded. Underneath the two mandatory documents (which say 0 files uploaded) it says: Mandatory documents scanned and uploaded during your UKVCAS appointment: 30 files uploaded.

I am really worried about the application. It doesn’t look like he has uploaded everything into the correct sections and has just lumped everything into “mandatory documents” and the case worker working on our case will find it all very confusing.

I could probably have scanned and uploaded my documents myself but I wanted peace of mind knowing that an experienced worker will scan everything properly before submitting it.

I have made a complaint on the Sopra Steria website but all I got was a reply back saying that someone will aim to contact me within 20 days.

Can someone please advise me on what I should do. Can I book another appointment and ask for the document to be scanned again? Can I contact UKVI and explain what happened at the biometric appointment? Is there an email address for them?

Please help

[Ali2024]

This is what we see on UKVCAS






There are about 10 optional documents and all of them say 0 files uploaded even though I provided everything

[Ali2024]

[AmazonianX]

Best would have been for you to upload yourself which is the best recommendation. That ship has sailed, wait to hear from HO if any missing documents.
Not compulsory for the supporting documents to be as per the categorisation on the online application. So far it is uploaded the CW will get the chance to review them.

[Ali2024]

Best would have been for you to upload yourself which is the best recommendation. That ship has sailed, wait to hear from HO if any missing documents.
Not compulsory for the supporting documents to be as per the categorisation on the online application. So far it is uploaded the CW will get the chance to review them.

Thanks for your reply AmazonianX.

When we applied for my wife’s FLR it went smoothly. The lady we saw asked me for everything one by one and uploaded everything and asked me to check it before submitting it. I thought it would be the same for the ILR but this time there were 5 desks in the room and the workers were all quite young and unprofessional and kept talking to each other. They didn’t seem to appreciate how stressful the process is and that the applicants want to make sure that nothing is left out. They just wanted to get out of there on time and didn’t like being told to double check everything incase they had made a mistake.

Is there any way I can contact UKVI to let them know what happened and why nothing was uploaded to the correct sections?

I have seen an email address online but it seems to be for issues with the online application form and not the document scanning procedure

Attachments removed by moderator. Please do NOT post screenshots from solicitors websites.

Is it worse emailing them with our application number and explaining what happened to make them aware that it was the worker’s fault that nothing was uploaded in the correct sections and that there may be some documents missing? Will they pass on the email to the case worker dealing with our application?

I don’t want to wait for a refusal and then do something about it.

[Ali2024]

Is it worth *

[AmazonianX]

Best would have been for you to upload yourself which is the best recommendation. That ship has sailed, wait to hear from HO if any missing documents.
Not compulsory for the supporting documents to be as per the categorisation on the online application. So far it is uploaded the CW will get the chance to review them.

Thanks for your reply AmazonianX.

When we applied for my wife’s FLR it went smoothly. The lady we saw asked me for everything one by one and uploaded everything and asked me to check it before submitting it. I thought it would be the same for the ILR but this time there were 5 desks in the room and the workers were all quite young and unprofessional and kept talking to each other. They didn’t seem to appreciate how stressful the process is and that the applicants want to make sure that nothing is left out. They just wanted to get out of there on time and didn’t like being told to double check everything incase they had made a mistake.

Is there any way I can contact UKVI to let them know what happened and why nothing was uploaded to the correct sections?

I have seen an email address online but it seems to be for issues with the online application form and not the document scanning procedure

Attachments removed by moderator. Please do NOT post screenshots from solicitors websites.

Is it worse emailing them with our application number and explaining what happened to make them aware that it was the worker’s fault that nothing was uploaded in the correct sections and that there may be some documents missing? Will they pass on the email to the case worker dealing with our application?

I don’t want to wait for a refusal and then do something about it.

If your concern is about uploading the supporting evidence to delineated sections you do not have to worry.
As stated earlier, the CW gets the chance to review all uploaded supporting evidence; issue could be if any was missed.
Are your total supporting documentary evidence 30 in numbers?

[Ali2024]

I don’t know how he did it. I had two lots of mandatory documents and about 10 lots of optional documentation. He scanned everything together and then uploaded them without showing me anything. He must have put them into 30 different folders somehow and uploaded them all.

Is it worth sending an email to that email address just as a precaution?

[AmazonianX]

I don’t know how he did it. I had two lots of mandatory documents and about 10 lots of optional documentation. He scanned everything together and then uploaded them without showing me anything. He must have put them into 30 different folders somehow and uploaded them all.

Is it worth sending an email to that email address just as a precaution?

You may. Write that if any document is missing, you should be contacted to provide it as you are not sure what and which was uploaded or not as part of the paid for service.

[Ali2024]

I will do that. Thanks for your help AmazonianX!