Tlscontact Arvostelua 

The people and processes at your Cape Town office were great. The website that I had to navigate before I got there was absolutely awful.

The service was verry good I really appreciate how your employees was helpfull and verry welcoming !!!

Firstly, my application got "stuck in the system", so I called up and was told my application had to be completely deleted by TLS, and as a result I had to delete my France Visas application to start a new application. Upon setting up a whole new visa application, I tried to link it to my TLS account (using a different email, as instructed) and it was not working. I called up again, whereupon I was told that TLS had actually forgotten to delete my old application. Thankfully, after this call, my old application was swiftly deleted. However, when I tried to input my details into the new application, I was told that the form could not be submitted and I should try again later. I did try again, 3-4 times over the next 2 days, and every time I was told the same thing - I couldn't even save it as a draft so I had to input all my details every single time which was very time consuming. Finally, my application went through today, but when trying to book an appointment time, the only available sessions were with the premium lounge - a hugely expensive and unneeded add-on that I could not get rid of. I called up, and was told that the premium lounge would be deleted from my basket and I should check it in a few hours. By that time, my reservation on the booking had run out and someone else had booked that time slot. I booked a separate time slot, and called up again regarding the premium lounge, where I was told that it was impossible to remove it from my basket and I had to pay the extra £100 if I wanted that time slot. I would like to clarify that the ONLY appointment times available all were premium lounge appointments, so there was no escaping this. This has been a highly stressful experience, and as a young student who already has to pay for trains and accommodation in London in order to get to this appointment, I do not have £100 lying around to be spent on some ridiculous lounge I do not need. Overall, I am hugely disappointed by this experience, and I can only hope that my actual appointment goes smoothly, without hundreds of pounds of hidden costs. The only positive part of this experience was that all the agents I spoke to on the phone were sympathetic to my problems and were knowledgeable about how to help me.

Very friendly and welcoming staff from the security right through to the end at biometrics.

Very well organized. Smooth process. Kind and professional staff

This is by far the worst company to deal with! The automatic appointment allocation system is atrocious. Have spoken to a manager by the name of Phil and he was so defensive about how their systems work. Not sure why the German consulate still uses this company.

The updates by email were great. The staff was very helpful and kind, and the whole procedure went smoothly.

We were helped even before our booked time. Staff was very friendly, helpful and professional. It was a pleasure to apply for a visa. Good ambassadors for the countries they represent. Keep up the good work

So efficient and very friendly service received from the gentleman who helped me in the Cape Town office this morning. Appointment booking was easy online and within 30 minutes I was out.

Taking an appointment online is so complicated we wanna check the website everyday ? Why? Other applications center like BLS OR VFS . It take 1 min

J'ai appelle 2 fois car j'ai un soucis sans savoir quoi faire je suis tombé sur un agent d'accueil qui m'a insulté de menteuse et le lendemain encore une fois je retombe sur lui me prend de haut avec un air hautain alors que je suis désespéré de pas pour pouvoir gérer le problème.
Et la quand je lui demande son nom il me raccroche au nez .
Et le problème toujours pas régler

Very poor and stressful experience with a 4-month-old baby

We attended the Luton UKVCAS/TLScontact centre for our 4-month-old baby's biometric appointment and had a very disappointing experience.

My wife was the responsible adult and went inside with our baby. She was expected to manage a 4-month-old infant, the biometric process and all the supporting documents at the same time. When she was struggling, she asked if I, the baby's father, could come inside simply to help hold/manage the baby while she dealt with the documents. Staff refused to allow me to assist.

I understand that there may be rules about who can enter the biometric area, but the way this situation was handled showed very little understanding or practical support for parents attending with a very young infant. We also found the attitude of some staff members rude and unhelpful.

What concerns us most is that we had paid extra for the document scanning/upload service. We brought our supporting documents expecting them to be properly dealt with as part of the service we purchased. Because my wife was trying to manage everything alone, we are now concerned that some documents may not have been uploaded correctly.

This is not an ordinary appointment — these documents are connected to an important immigration application. When customers pay extra for document assistance, they should be able to leave the centre confident that the service has been completed properly.

We are now having to contact UKVCAS/TLScontact to confirm what was actually uploaded and whether anything is missing.

Based on our experience, I would avoid the Luton centre if you have another suitable option, particularly if attending with a baby or very young child.

I hope management reviews both the customer service at this location and how families with infants are supported.

Extremely Poor and Unprofessional Experience at TLScontact Manchester – Portland Street

Unfortunately, this was one of the most unpleasant customer-service experiences I have encountered.

The first concern was the no-babies policy, combined with no suitable provision for a parent waiting with a child while the other parent attends their appointment. My husband and I were travelling with our young child, so we had no choice but to remain downstairs and take turns attending our appointments.

We had planned this trip as a much-needed couple’s getaway around my birthday, our first since having our child. Unfortunately, our experience at TLScontact Manchester on Portland Street turned what should have been a straightforward administrative process into an unnecessarily stressful encounter.

My husband’s appointment was at 12:00 pm and mine was at 12:30 pm. We had mistakenly understood that both appointments were at 12:30 pm. I was screened before my 12:30 pm appointment, at which point it was noticed that my husband’s appointment had actually been at 12:00 pm.

I was asked to step aside while a member of staff spoke to the manager. I completely understood that my husband had technically missed his appointment time. What I found disappointing was the complete lack of willingness to listen when I tried to explain the circumstances: we had been downstairs at the premises with our child; we had not simply arrived late.

There appeared to be very little room for a normal, polite human conversation. I was not expecting rules to be ignored. I simply expected to be listened to, have the situation explained respectfully, and be told what our available options were.

Eventually, I decided that the unnecessary stress was simply not worth it. I took my passport and left without submitting my application. An appointment can always be rescheduled.

However, what happened afterwards was even more concerning.

When I went outside and explained the situation to my husband, he went inside to clarify what had happened. The manager subsequently came downstairs and, in our presence, spoke to the security staff in a manner that I found unnecessarily aggressive and unprofessional. Watching a manager direct that behaviour towards a security colleague was extremely uncomfortable and reinforced my concerns about the culture and management of the centre.

The issue here is not simply that an appointment time was missed. Rules and appointment times are understandable. The issue is how people are treated when a problem arises.

A professional service should be able to follow its policies while still communicating with customers respectfully:

Problem → listen → explain the policy → politely communicate the available solution.

That was all that was required.

Whether a service is free or paid, members of the public should still be treated with basic courtesy and professionalism. I would strongly encourage TLScontact to review both the arrangements for parents attending with young children and, more importantly, the customer-service and management culture at its Manchester Portland Street centre.

There was absolutely no need for what should have been a simple appointment issue to become such an unpleasant experience.

The website was impossible to use to book an appointment. The call center had so many different views from different consultants, but none to resolve the matter. Called or completed a contactus form everyday for two weeks.
The visa appointment was dismal. My daughter was bullied to pay for assistance with completing the form at R1090, to pay for sms which she didn’t ask for, to pay for passport photos which she didn’t need. She paid for new photos the day before. They made her pay R21 for each page of printing and she paid the R460 appointment fee twice. When she spoke up she was ignored. The cost of the whole experience was double what the cost of the visa was. She actually came back crying. She was
Ignored and not listened to. When you reply to this I would rather have that action is taken against the staff at the centurion office for the German visa. All of them just upselled everything, ignored her and bullied her and than gave her a form to rate their service in front of them. Pathetic!!!!

The reception is very politesse. Personal very smart and coopérative

Website security blocks me before I input a thing, and says it's due to keywords (I never get the chance to input a single word). Not using a vpn; normal home wifi; nothing weird. Hopeless; there's no email address or contact form to get in touch and let them know.

The process was handled by Lisa who proved to be a perfect blend of efficiency and kindness as I needed extra support. She was quite wonderful and so was her colleague. Thank you.

My experience was very smooth, and swift, staffs were very polite and diligent when carrying out their duties. I was really satisfied with the services rendered.

All the staff was very nice and cooperative appreciated