Tlscontact Reviews 12,753

Their portal - is a living hell. Not workimg properly, flagging invalid number when its valid; booking slot that does nkt exist; and if you cancel your slot to rebook- you wont be able (their site will assume you still have a slot). Every fиcking time i use the service.
Every. Fиcking. Time.

Everything was great, service staff customer communications

Denis and Lisa perfect in Liverpool centre.

Great staff, they're all professional, efficient and helpful.

Have not been more outraged for the past 5 years with a company. I need reliable service because it matters to my visa applicaiton.

Day 1 - After submitting my visa application, I was told to book an appointment from this TLScontact website. After clicking the book appointment button, I was redirected to a blank content page with the wording "Create an account" but no action button whatsoever. After waiting for 2-3 minutes, with hesitation I still clicked the refresh button and got a white label 500 server error. Then I tried again and again using different private browsers and still a white label 500 server error page was thrown. I contacted their help page and also tried many times on the same day but still got the same error. I received no reply by email and had no solution to create an account.

Day 2 - I received a reply from helpdesk that they believed the issue was resolved. I tried again and was finally able to create an account and booked an appointment. At night, I signed in to my account planning to upload documents. There was a menu bar to select service booking, appointment booking, payment, document upload etc. I was thinking about adding the scanning service so I clicked the service booking button, add it to the cart and was later decided not to add this service. Unfortunately, the item could not be removed from the cart. There is only one option button to pay but there is no option to delete. Additionaly, I could not upload documents by selecting Document Upload. There was no button available to Upload document! I was very stressed because my visa would not be approved without supporting documents.

Day 3 - Dramatically on the Friday I receieved an automatic notification email saying my booking on Monday has been cancelled! I suspected that clicking anything on the menu bar might result in an automatic cancellation as I later learnt from my friend that she had the same issue. The automated email asked me to sign in and rebook but there is NO button/option to re-book/re-schedule as the whole booking was gone. I contacted their helpdesk by email asking for help for my next day booking but received no reply. I also could not find a phone number on their webpage to call.

Day 4 - With a lot of stress and no assistance, I decided to use their online contact form - refund to submit a refund request of the cancelled booking. I then paid again (the only option) to book an appintment with scanning service this time to ensure I could bring documents to scan even if the upload button was still not present. After booking a new appointment I could finally upload and submit documents with intermittent freezing issues. However, don't even think that you can click Document Upload again to view the list of uploaded documents. You can only "trust" that the action has been completed.

Day 6 - Attended the appointment. It was not a center that you could walk in and ask for help if you experienced technical issues like me. After that I received a reply from helpdesk asking me to try again while I was asking originally if my booking was cancelled and how I could I re-book without paying again. Very disappointed.

Day 10 - Received no reply for my refund request except an automatic notification on Day 4 saying my request was received and somebody will reply asap. I requested an update from the same email thread.

Day 15 - Still received no response for my refund request. I even need to prepare evidence on my side to dispute the paymment now.

Absolutely furious. Many poor visa applicants I believe have been stressed by this company. Their system has so many technical issues. Their helpdesk failed to acknowledge the issues, reassure that my case is being dealt with and provide an update/solution in a timely manner.

Where could applicants get help from if their visa applications were unsuccessful due to technical issues of this company's system? Could these reviews be seen by governement who gave contact to this company?

If you are considering paying for "premium" service here, be warned: you are paying for disorganization and a total breach of duty of care.

I arrived at 09:05 for a 09:00 appointment. Despite being in their managed queue for 30 minutes, I was refused entry at 09:38 by a guard (Kayode) who claimed I had "just arrived".

To justify this, he made the laughable, hyperbolic claim that he had "screamed 100 times" for 09:00 applicants.

Apparently, "premium" communication at TLS involves shouting into the wind rather than organized queue management.

Even worse was the "assistance" from the Duty Manager, Sonia. She acknowledged the queue delay and instructed me to wait. I was then left outside in freezing conditions for THREE HOURS (09:55 to 12:54), only for her to arbitrarily reverse her decision and refuse service anyway.

Requiring a paying customer to endure sub-zero temperatures for hours under a false promise of service is a gross failure of professional standards.

To top it off, they are actively stonewalling complaints:
• The manager provided a restricted email address that is blocked for external users.
• Their official feedback portal returns "Unexpected Server Errors" upon submission.
Avoid this centre if you value your time, your money, or your health.

My experience with TLScontact was generally good. The staff were professional and organized. The appointment process was clear and the waiting time was reasonable. However, I think the service could be improved by giving more information to applicants and speeding up some procedures. Overall, it was a satisfactory experience.

I had a France short-stay visa appointment scheduled at the TLScontact Manchester Visa Application Centre on 9 January. Unfortunately, I was unable to attend because severe snow caused widespread train cancellations across the West Midlands that morning, making it impossible for me to travel to Manchester.

I completely understand that disruptions can happen, but the main issue has been the lack of response from TLScontact support. I have sent multiple emails explaining the situation and providing evidence of the transport disruption (including National Rail alerts and weather warnings), but I have not received any reply.

Given that the missed appointment occurred due to circumstances clearly beyond my control, I respectfully requested consideration for either a service fee waiver for rebooking or a refund of the TLScontact service fee. So far, there has been no response.

I hope TLScontact’s customer experience team can review this case and assist with a fair resolution.

If I could give TLScontact zero star, I must definitely would. My wife completed her application at the UKVI website and was directed to TLScontact’s website to book an appointment to provide her biometrics. After activating the account with TLSContact, she keeps getting an error message of some sort saying “no available vacs in the selected country”. The only tech support available is a bloody online form. When finally a response was received after a few days, the response doesn’t address nor resolve the problem my wife faces. Now she’s back to square one with no real assistance in sight to resolve the problem. The system provided by TLScontact is simply atrocious, and their support, non-existent. I’d strongly recommend UKVI to terminate its contract with this terrible contractor and select one that’s actually reliable and responsible.

My mother has applied for Indefinite Leave to Remain for the UK and she could not login to her TLSContact account with the website showing "no available vacs within this country". We then clearly explained the issue in the contact form and we got a standard response saying that you cannot find my mother's UAN and she has to register? SHE HAS A UAN on the and there is NO WAY TO CHANGE THE UAN and we have contacted UKVI and they said it's your problem and we have to contact you.

Many people are having the EXACT SAME PROBLEM. How difficult is it to fix this issue instead of putting the blame on us and saying you cannot find our UAN?

A group has now been formed with 20+ people now facing the same issue that you have ignored. We are only asking one thing - FIX THE ISSUE. We are trapped with our visas and settlement paid for but with no way to book an appointment or upload our files. Do you want to wait until we take legal action for you to actually fix the issue?

AND DON'T YOU DARE PROVIDE AND AUTOMATED STANDARD RESPONSE AGAIN. DISGUSTING COMPANY

Website does not work and no reply from emails.
I heard they reply here on trust pilot and say everything is resolved but really nothing happens

Having a horrendous time trying to book an appointment on the TLS Contact website - in London for a french visa.

To begin with, the website is a UX nightmare - you have to constantly click around in circles to get to the right login.

Then, there are no appointments available. So as a reasonable user who is desperate to get an appointment, I have clicked back into the Services options, to see if other appointment types are available, only to be faced with the error message "Temporarily Blocked! Your session has been temporarily suspended due to the high number of your access to this page. You can try to access your account again in 2 hours."

This is unacceptable when it is literally my life I am trying to plan through your service. Ironically, it is forcing me to investigate the bots who advertise their services to get around this issue. I understand that your appointments are in demand but there's got to be better way to detect actual users, especially when I haven't so much as hit the refresh button.

I am under a time limit (about to cross over the age threshold for my visa) and am desperate to resolve after a failed appointment today. In your response, please can you advise how to safely regularly check for appointments without triggering the lockout, if, as you profess, your goal is to give appointments to genuine people? The contact form you link to in your usual replies redirects to a 404 error so is not helpful.

Trying for the past two days to book biometrics appointment instead get error no vacs in country and doesn't log me in as well, idk what is happening but really struggling here.

I am utterly disappointed with the response I have received from the TLS Customer Support Team. They are insensitive and inconsiderate for exceptional situations.
I reached out to them multiple times in past 48 hours and every time they have given me a standard response.

Here is my plight.

I and my wife had our Schengen Visa Appointment for France at TLS London Office on 3rd Feb at 8AM. At 5AM the same morning I received a call from my sister that my father (in India) has passed away due to a sudden cardiac arrest. I had 2 options at that time :-
1. Ignore the tragic news of my father passing away and go ahead with my appointment. Get my Passport back in 2-3 weeks and travel to India.
2. Immediately leave for India to be with my grieving family especially my mother who was devastated with this news and attend the last rites of my father.
Me and my wife chose Option 2 and I don't think i need to explain the reason.
When I explained this to TLS via their contact form and requested them for a refund for my missed appointment they blatantly refused my request sighting their refund policy guidelines which I'm fully aware of. All I was looking from them was a due consideration, support and compassion to consider this as an exception but sadly I was mistaken.

PS :- I had my travel booked for France between 02-06 April via EasyJet Flight. They also have a 'strict non refund policy' but in this case they created an exception for me and have issued me a full refund.

TLS London - I think you have Robots sitting in your customer support department who don't understand the value of loss of a family member.

I am posting here as a last resort because my Priority Indefinite Leave to Remain (ILR) application is being indefinitely stalled by a critical technical failure on the TLScontact portal.

Since submitting my application and paying the £500 Priority Service fee on 08/Mar/2026, I have been unable to book biometrics. Every login attempt results in the error: "No available VACs for this country."

DO NOT REPLY WITH A GENERIC "CONTACT US" LINK I have already submitted two official inquiries via your website (on 08/Mar/2026 and 09/Mar/2026) and have received zero response. I have also performed every technical troubleshooting step recommended:

Clearing cache/site data and using Incognito mode.

Attempting login across multiple different browsers (Chrome, Safari, Firefox).

Using different devices (PC, Mac, and Mobile).

Accessing the portal via the "Resume" link directly from the official GOV.UK dashboard.

This is clearly a backend database synchronization issue where my UAN is not being recognized as a UK-based application. As a Priority applicant, I am paying for a 5-day turnaround that is currently being denied due to your system's failure.

Great service and employees

UPDATED:
RESPONSE TO TLSCONTACT REPLY:
Given that Trustpilot doesn't have a functionality to respond to TLScontact's reply to my review, I'm including my response here:
1. UAN: The UAN to which the complaint relates to is 1212-0001-5993-0985
2. I have already submitted a complaint to TLSContact's customer service team, to no avail. For the reasons set out in my initial review, submitting a complaint to the customer service team does not resolve the time sensitive issue.

INITIAL REVIEW:
I am writing this to express my extreme dissatisfaction with the TLScontact biometric booking process. After successfully completing my UK Naturalisation application via Gov.uk and receiving my UAN, I have been met with a catastrophic system failure that has left my time-sensitive application in total limbo.

THE TECHNICAL FAILURE
Despite being a UK-based applicant, the TLScontact platform is failing to establish a functional session. While the system appears to "accept" my credentials, it immediately breaks during the authentication callback.
• THE "GHOST" LOGIN: The page displays the nonsensical error message: "No available VACs for this country," despite the fact that I am applying from within the UK where UKVCAS service points are fully operational.
• SESSION BREAKAGE: The top right of the page continues to show "Login" even after authentication, proving the platform is failing to initialize the session properly.
• BROKEN ACTIVATION LINKS: The "Activate your account" email links—both the button and the long-form URL—are now completely dead, leading only to a generic "Oh no! It seems you have entered an invalid URL" error screen.

TROUBLESHOOTING EXHAUSTED
I have followed every standard protocol to resolve this on my end: clearing cache/cookies, testing multiple browsers, using incognito mode, and resetting my password. None of these steps address what is clearly a deep-seated server-side or API handshake issue between TLScontact and the Home Office.

A SYSTEMIC ISSUE WITH ZERO SUPPORT
A quick search of Reddit and Trustpilot confirms I am not alone; dozens of applicants are currently trapped in this exact loop. We are being left stranded with:
• ZERO PHONE SUPPORT: There is no way to speak to a human being to resolve a technical blocker.
• NO ESCALATION PATH: There is no functional "Help" or "Report a Bug" feature that leads to a resolution.
• WASTED TIME: In a process as critical and time-sensitive as Naturalisation, being ignored by a "service partner" is utterly unacceptable.

FINAL VERDICT
This is not a "minor glitch." It is a total service collapse for a mandatory immigration step. TLScontact’s platform and lack of customer accountability are nowhere near the standard required for such a significant responsibility. The service feels careless, dysfunctional, and deeply unfair to applicants who have no alternative but to use this broken system.

Like many other customers who have left one-star reviews, I have encountered the exact same issue: “No available VACs for this country.”
This is clearly a systemic bug in the system that has been affecting numerous applicants and desperately needs to be fixed.
We paid £500 for the Priority 5-day service, expecting fast and reliable processing. Instead, this technical fault has caused significant and completely avoidable delays to my ILR application.
To make matters worse, the only way to contact support is through an online form with a promised response time of up to 10 working days. This level of support is totally unacceptable.
I submitted all my details through the support form and have still received no response whatsoever.
This experience has been extremely disappointing and stressful. I strongly urge the company to resolve this widespread issue immediately.

After paying so much money to renew my visa, I cannot log onto your website to book an appoinment. I have filled in some onlinbe form but it says I will only be contacted after three days! Worst ever customer experience of my life! This is so frustrating, shocking and nerve racking. I suppose I will now be blamed for this delay and my Visa cancelled.

I am extremely disappointed with the service provided by UKVCAS/Sopra Steria. Due to a major technical failure on their website, the document upload page for my application remained completely blank. Despite this being their system’s error, I was treated with zero empathy or professional support.
I was forced to book a new appointment and travel to the center, only to be told they would not scan my documents on-site. Instead, they sent me away to a local library to print over 100 pages of evidence at my own expense. This cost me an additional £20-£30 in printing fees and £20 in parking and fuel, all because their portal failed.
To make matters worse, the library could not provide a formal receipt, and despite their staff witnessing my distress and the fact that my phone battery had died, they offered no practical help.
This follows a previous two-year delay where I never received my BRP from a 2020 application, which caused immense hardship for me and my wife. It is completely unfair to penalize applicants financially for the company’s own IT malfunctions. I will be escalating this matter to the Ombudsman. Avoid this service if you can—they are helpful only until something goes wrong with their own systems.

Email I sent it subject line : Urgent : FORMAL COMPLAINT: Persistent Technical Failure (Error 500) - UAN: 1212