Tlscontact - How to complain to UKVI?

[zeo2020]

Hi all,

My partner and I attended our biometrics appointment in Wandsworth (London) service point. I want to share our experience and also want to understand how others experienced it.

First of all, it was very clean, modern, and the staff was so helpful.

On the other hand,

1- We kept waiting for the people who needs scanning their documents
2- Their passport scanning machine was not working in 2 of 4 desks that's why we needed to wait more until we were transferred to another desk.
3- We have 1 UAN number with subnumbering /00 and /01 for each person and first desk lady couldn't really find who is who and when I told let me show you, I was told it is not allowed to use phone there (no signs btw). She even didn't mention she couldn't see our docs.
4- On new desk, they mentioned they couldn't see our docs. In Sopra steria, we didn't need to submit as they were autosubmitting per completion of biometrics. And I didn't see on any part of their webpage telling us SUBMIT DOCUMENTS BEFORE ATTENDING THE APPOINTMENT. So we needed to login and SUBMIT (yes by using our mobile phone - another dilemma)
5- Then we were directed to self-service biometrics machines. It was straight forward just follow the screen and 1-2-3-4 on the machine ie Scanning barcode on number 1.
6- After completion, we received 2 emails which was saying biometrics collected and sharing the summary of categorisation. It is pretty light compared to previous FES Appointment emails which were looking really professional.
7- On the way back, checked TLSContact webpage, my partners' docs were shown as delivered to UKVI and mine was still showing waiting for appointment!
8- Checked this morning, both of us are now showing waiting for appointment.

To be honest, I do have now concerns as if they really submitted the documents and/or not. Created a customer complain to TLSContact yesterday to check as if they are really submitted (auto response says 3 working days waiting for it) and I would love to understand;
a/How was others experience? Is it similar or 1/did you receive any further email, 2/has your status turned to delivered on their webpage or 3/have you received any further information from UKVI for the confirmation?
b/Is there a way to complain about the quality of this service directly to Home Office?

Note: 3 weeks ago, I sent them a complaint about their categorisations does not make any sense and they need to provide better categorisation/same with Sopra Steria. No response on that one.

Thanks

[contorted_svy]

UKVI doesn't usually send confirmation of received documents. With the old system, one would sometimes incorrectly get an email to advise to attend a biometrics appointment when already attended, but we don't know enough about TLScontact yet. Update your thread if you hear anything back.

[bitwise401]

I have the same issue with TLS for my wife application. as per their website they have not sent the application yet to UKVI

[alterhase58]

You cannot complain directly to UKVI. TLS are a commercial partner of the Home Office and as such need to handle complaints about their service themselves in the first place. Suggest you check their website for the help and complaints contact details.

[tabimia]

Hi all,

My partner and I attended our biometrics appointment in Wandsworth (London) service point. I want to share our experience and also want to understand how others experienced it.

First of all, it was very clean, modern, and the staff was so helpful.

On the other hand,

1- We kept waiting for the people who needs scanning their documents
2- Their passport scanning machine was not working in 2 of 4 desks that's why we needed to wait more until we were transferred to another desk.
3- We have 1 UAN number with subnumbering /00 and /01 for each person and first desk lady couldn't really find who is who and when I told let me show you, I was told it is not allowed to use phone there (no signs btw). She even didn't mention she couldn't see our docs.
4- On new desk, they mentioned they couldn't see our docs. In Sopra steria, we didn't need to submit as they were autosubmitting per completion of biometrics. And I didn't see on any part of their webpage telling us SUBMIT DOCUMENTS BEFORE ATTENDING THE APPOINTMENT. So we needed to login and SUBMIT (yes by using our mobile phone - another dilemma)
5- Then we were directed to self-service biometrics machines. It was straight forward just follow the screen and 1-2-3-4 on the machine ie Scanning barcode on number 1.
6- After completion, we received 2 emails which was saying biometrics collected and sharing the summary of categorisation. It is pretty light compared to previous FES Appointment emails which were looking really professional.
7- On the way back, checked TLSContact webpage, my partners' docs were shown as delivered to UKVI and mine was still showing waiting for appointment!
8- Checked this morning, both of us are now showing waiting for appointment.

To be honest, I do have now concerns as if they really submitted the documents and/or not. Created a customer complain to TLSContact yesterday to check as if they are really submitted (auto response says 3 working days waiting for it) and I would love to understand;
a/How was others experience? Is it similar or 1/did you receive any further email, 2/has your status turned to delivered on their webpage or 3/have you received any further information from UKVI for the confirmation?
b/Is there a way to complain about the quality of this service directly to Home Office?

Note: 3 weeks ago, I sent them a complaint about their categorisations does not make any sense and they need to provide better categorisation/same with Sopra Steria. No response on that one.

Thanks

Hi there,

If you received a confirmation email from TSLContact after completing your biometric appointment, it generally means they’ve sent both your documents and biometrics to UKVI. For some reason, TSLContact doesn’t always update the application status on their website, so it often still shows as "waiting for appointment" even after everything has been submitted. This seems to be a common issue with their system, and it can be confusing!

Hopefully, your customer complaint will bring some clarity, but if you have that confirmation email, it should be a good indication that UKVI has what they need.

[Divinely Favoured]

Hi @ tabimia,
I had similar experience. The staff were polite at the TLS biometrics appointment centre today which was good.

Date of Application: 19/10/2024
Date of Biometrics: 04/11/2024 (today)
I paid for Super Priority Service (24hrs service for my ILR Application)
I had to travel to Oxford very early for the appoinment as there was no earlier dates in London.

My worry now is two things:
firstly I still have not recieved an acknlwledgement letter from TLS that I have completed my biometrics, which I did this morning. My pictures and finger prints were taken for the Biometrics process and the machine said congratulations your Biometrucs application is now complete. But still no acknowledgement email the whole day even until now.

Secondly, my main concern is that when ever I check my appointment status on TLS website it shows "appointment attended" and next it shows "application not yet sent to UKVI".

I emailed TLS two weeks ago about something else but they never responded. Please have you heard back from TLS yet?.

[Divinely Favoured]

...

[zeo2020]

Morning all,
I haven't heard back from TLSContact yet, even though chased them a couple of times.
I also checked reddit forums and it sounds like some ILR Super Priority applicants received their approval without a change on TLSContact and some even didn't get a confirmation email.
Looks like they have a glitch in their system.
I'm also trying to find a way directly complaining to Home Office. Will keep here posted.

[zeo2020]

Hi @ tabimia,
I had similar experience. The staff were polite at the TLS biometrics appointment centre today which was good.

Date of Application: 19/10/2024
Date of Biometrics: 04/11/2024 (today)
I paid for Super Priority Service (24hrs service for my ILR Application)
I had to travel to Oxford very early for the appoinment as there was no earlier dates in London.

My worry now is two things:
firstly I still have not recieved an acknlwledgement letter from TLS that I have completed my biometrics, which I did this morning. My pictures and finger prints were taken for the Biometrics process and the machine said congratulations your Biometrucs application is now complete. But still no acknowledgement email the whole day even until now.

Secondly, my main concern is that when ever I check my appointment status on TLS website it shows "appointment attended" and next it shows "application not yet sent to UKVI".

I emailed TLS two weeks ago about something else but they never responded. Please have you heard back from TLS yet?.

It is same for majority of the people now, some people didn't get an email for their biometrics collection confirmation and website is not changing. Again saw a couple of ILR approvals on reddit after 15th October biometrics and they mentioned their website also shows still waiting for appointment attendance.

On my way to home just after the biometrics, I could see my partner's status was changed to green for all 3 of them but not mine, the day after it was again back to square one.

[Divinely Favoured]

Hi zeo2020,
Thanks for your update.I really dont understand this TLS contact service. They dont respond to emails either.

[Divinely Favoured]

Hi all,
Just to mention that I have just recieved email a few minutes ago from the Home Office that my ILR application was successful. Also, no more biometrics, it is now eVisa.

Glory be to God!

[MrGamgee]

Hi all,
Just to mention that I have just recieved email a few minutes ago from the Home Office that my ILR application was successful. Also, no more biometrics, it is now eVisa.

Glory be to God!

Congrats, what does your TLSContact account say now?
Mine has the same issue where I attended but no acknowledgement email that I attended appointment, and also website still says as though I didn't attend.

[zeo2020]

Hi all,
Just to mention that I have just recieved email a few minutes ago from the Home Office that my ILR application was successful. Also, no more biometrics, it is now eVisa.

Glory be to God!

Congrats! Great to hear

Ours is naturalisation so most probably will wait for a couple of more weeks...

[bitwise401]

Hi all,

My partner and I attended our biometrics appointment in Wandsworth (London) service point. I want to share our experience and also want to understand how others experienced it.

First of all, it was very clean, modern, and the staff was so helpful.

On the other hand,

1- We kept waiting for the people who needs scanning their documents
2- Their passport scanning machine was not working in 2 of 4 desks that's why we needed to wait more until we were transferred to another desk.
3- We have 1 UAN number with subnumbering /00 and /01 for each person and first desk lady couldn't really find who is who and when I told let me show you, I was told it is not allowed to use phone there (no signs btw). She even didn't mention she couldn't see our docs.
4- On new desk, they mentioned they couldn't see our docs. In Sopra steria, we didn't need to submit as they were autosubmitting per completion of biometrics. And I didn't see on any part of their webpage telling us SUBMIT DOCUMENTS BEFORE ATTENDING THE APPOINTMENT. So we needed to login and SUBMIT (yes by using our mobile phone - another dilemma)
5- Then we were directed to self-service biometrics machines. It was straight forward just follow the screen and 1-2-3-4 on the machine ie Scanning barcode on number 1.
6- After completion, we received 2 emails which was saying biometrics collected and sharing the summary of categorisation. It is pretty light compared to previous FES Appointment emails which were looking really professional.
7- On the way back, checked TLSContact webpage, my partners' docs were shown as delivered to UKVI and mine was still showing waiting for appointment!
8- Checked this morning, both of us are now showing waiting for appointment.

To be honest, I do have now concerns as if they really submitted the documents and/or not. Created a customer complain to TLSContact yesterday to check as if they are really submitted (auto response says 3 working days waiting for it) and I would love to understand;
a/How was others experience? Is it similar or 1/did you receive any further email, 2/has your status turned to delivered on their webpage or 3/have you received any further information from UKVI for the confirmation?
b/Is there a way to complain about the quality of this service directly to Home Office?

Note: 3 weeks ago, I sent them a complaint about their categorisations does not make any sense and they need to provide better categorisation/same with Sopra Steria. No response on that one.

Thanks

Today I received a reply from Home office and they confirmed that they have received the application, however the status in TLS does not reflect that they sent the application UKVI. so we should not be worry.

[zeo2020]

Today I received a reply from Home office and they confirmed that they have received the application, however the status in TLS does not reflect that they sent the application UKVI. so we should not be worry.

This is great news thanks a lot bitwise401. Hope we'll hear good news soon then!

[MrGamgee]

Just to update you all I was also successful without getting any acknowledgement from TLSContact and also with the site still saying appointment attended is still pending.

[zeo2020]

Just to update you all I was also successful without getting any acknowledgement from TLSContact and also with the site still saying appointment attended is still pending.

Congratulations! What was the type of application you had? ILR or naturalisation?

[MrGamgee]

Just to update you all I was also successful without getting any acknowledgement from TLSContact and also with the site still saying appointment attended is still pending.

Congratulations! What was the type of application you had? ILR or naturalisation?

ILR

[contorted_svy]

Just to update you all I was also successful without getting any acknowledgement from TLSContact and also with the site still saying appointment attended is still pending.

Congratulations! What was the type of application you had? ILR or naturalisation?

Unlikely that naturalisation applications with biometrics processed by TLS contact would already receive outcomes - the new provider only started giving appointments in October. I think we need to wait 1-2 more months to see the first naturalisation approvals under the new biometrics system.

[zeo2020]

I will disagree for the last 2 weeks I saw both super prioty ILR and naturalisation decisions provided for the biometrics given at TLSContact. I also received our approval yesterday as well, so don't panic about TLSContact's website!

[contorted_svy]

I have not seen updates for applications submitted after mid October on the naturalisation thread - ILR has a fast track service and naturalisation doesn't, so those applications will take longer to get through for the new system.

[marsupilami]

My wife had a similarly dismal experience during her appointment at TLSContact for her ILR application. We had uploaded the documents online prior to the appointment. When the TLS member of staff asked her to scan her passport in the machine, the readout had missing fields, and showed no surname! Shockingly, while the member of staff changed manually the issuing office to “United Kingdom”, where the passport clearly says “issuing office -London”. What level of stupid are they that they don’t know the difference between issuing country and issuing office? My wife pointed out the inaccurate machine printout, and the staff replied with an arrogant and patronising tone, like if my wife was from some primitive planet. On the same queue as her, another lady encountered similar problems , with passport name not printed out properly by the machine and a mistake in the issuing office/country fields, so clearly this wasn’t a one-off.

At this time, the TLS just shows “appointment attended” but does not show that it has been transferred to ukvi. We are quite frankly panicked right now, failing the ILR application just because of TLS failure would be the silliest way to get rejected.

[marsupilami]

Considering the widespread level of incompetence by TLS, edging sometimes to plain malpractice, the only way to raise concerns in ways that wouldn’t be dismissed, would b to write to our local MP.