Tlscontact Reviews 12,753

I have been unable to book an appointment for my newborn. I keep getting error 500. I have even sent an email via the ‘contact us’ link. But no response. This is frustrating and depressing as this delays my newborn visa status here in the uk. There is no telephone number to reach out to and unfortunately no TLS contact centre in the city where i reside. The closest to me is the center in leeds.

Worst customer service experience with TLS US. My Appointment got cancelled because of lack of paperwork but even after multiple followup they did not return the Picture and courier fee that they charge upfront. Worst customer service and they are very rude with customers.

fast
professional
well organised

I applied for a French visa and was fortunate to secure an appointment. However, I realised I had made a mistake on the visa form. I contacted customer service and was told I needed to cancel my appointment because the details couldn’t be amended—even though the error was minor and not related to my passport or personal information.
Following this advice, I cancelled and lost £100. I then submitted a new application and tried to book another TLS appointment, only to find my account was still linked to the old visa reference number.
I called again and was told the account would be updated within 48 hours so I could edit the details. I waited—nothing changed. On the next call, I was told to create a new account with a different email and submit a new visa application. I did that, but the system flagged that I already had an existing account linked to my passport number.
I called again and was then told that using a new email wouldn’t work and I needed to wait another 48 hours. I waited—again, no change. On a later call, I was told there is actually a £15 service at the TLS office to amend mistakes on the visa form.
This was extremely frustrating, as I could have kept my original appointment and resolved everything on the day. It has now been 8 working days, and my account is still completely locked. I cannot book an appointment, even using the original reference number, despite paying for the amendment service.
I have spoken to customer service every day for the past 8 days. Each time I am told it will take 48 hours and that the issue has been escalated. One advisor even guaranteed 100% that my account would be fixed within an hour and promised to call me back. That never happened.
Overall, this is one of the most disorganised services I have ever dealt with. The staff appear poorly trained (not their fault, I must add), communication is extremely poor, and there is no consistency in the information provided. It feels like advisors are simply reading from scripts without understanding or being able to handle more complex situations.
The bigger issue seems to be management. The service feels like a highly lucrative operation at the top, while relying on low-skilled customer service staff who are not properly equipped to deal with real issues. As a result, customers are given incorrect advice, sent in circles, and end up losing money due to a system that requires pre-booked appointments.
All I wanted was clear and honest information about the situation—even if that meant being told to wait three weeks for my account to be unlocked. At least then I would know where I stand.

I found the integration between the Belgian online visa service and TLS to be extremely poor. I am a highly competent computer user, yet I still found the process unnecessarily difficult and confusing.

The process also raises serious privacy concerns. In a time when secure online submission is standard, it is unreasonable that documents cannot simply be uploaded electronically and instead must be printed and handled manually. What made this worse is that at no stage was I clearly informed that I needed to print anything before attending my appointment. As a result, I arrived at the centre only to be required to use a public computer at the office, which I consider to be a significant privacy issue.

I would like to note that the staff at the centre were excellent and helpful throughout. However, they are clearly being forced to work with an outdated and inefficient system. They even had to re-populate information that I had already entered online because my reference apparently used “the old form.”

Overall, the process felt disorganised, outdated, and unprofessional. I now have to return to the TLS office in Centurion, which is a one-hour drive for me, simply because I am unable to upload my information properly. To add to the frustration, the form does not even list the Centurion office as an option.

In its current state, the process is inefficient, privacy-invasive, and far below the standard one would expect from a modern visa application system.

We spent over a week trying to secure an appointment in Aberdeen, but the system was consistently down. My solicitor also contacted the company on my behalf, yet no response was received. Eventually, after two weeks, we managed to find an appointment in Edinburgh. This resulted in a significant and unnecessary waste of time.
To make matters worse, the company sent me their feedback survey link four separate times. On every single occasion, the system was again out of service, making it impossible to provide feedback.
I have rarely encountered such poor service and lack of accountability.

Unable to rebook an appointment, due to some technical error that the TLS team is not seeming to fix the even after 24 hours. It’s genuinely frustrating, when a crucial biometric appointment required to get a visa inside the UK, is so lacking and technically inefficient. Haven’t received any response for my Contact us form complaint. And the Home Office has no solution either. My UAN is 1212-0001-5947-8083. I need an appointment before the 17th April’26 and yes a free one, cuz I don’t intend to pay for cuz of the faulty architecture and zero customer service.

Very bad experience 😕 they sent me email since 16th that my passport back from embassy and until today 27th I didn't receive my passport and I paid money for delivery to me but now more than 11 days and nothing.
the worest thing is I contacted them and send emails complaining about that and no reply , no care about the customer services, last year I missed my flight because of them and I think this year I need to pay more money for flight tickets as they too too too late to deliver my passport.😠
I recommend the Belgium embassy to find another company which can provide good service

A bit slow for number coming up so had to wait 25 mins after our 8.30am appointment to be seen. Was seen by Lara who was fantastic and so helpful. Would be great if there was a different queue for long stay and short stay.

1. Ambiguous Application Forms - section 6. Flight reservation round trip, rail tickets and other if applicable.
I am travelling to 2 different European Countries, both within the EU. I arrive in one country and depart from another.
My interpretation of the above "round trip" was flight details entering and exiting the EU and an air ticket was provided accordingly.
If the requirements are to state which date a person is exiting the first country and travelling to the second country, then make it absolutely clear on the application form.
Subsequently, the details provided to the embassy were marked "missing" by the interviewer.

2. Unprofessional Company conducting visa applications in violation of the POPI act and Contravening my POPI act rights.
The act states that a violation occurs when the organisation fails to protect personal information and inadequate personal security is NOT adhered to or observed.
The offices are open plan there are no private booths where applicants are interviewed. (Unlike other visa application companies representing Australia, America, UK) you are ushered into a private, sound-proof booth with the interviewer. No other person is allowed into that interview room.
All private and confidential information is overheard by 4/5 other staff working in the open plan interview room/back office.
One of the staff members (the one doing the biometrics) was sitting at her desk eating a packet of crisps whilst on her cellphone, laughing and sharing jokes with the Supervisor and the person conducting my interview.
The person collating my documents and conducting the interview was intimidating, rude and unhelpful.
She humiliated me in front of everyone by insisting I was unemployed because I couldn't prove to her that I was a Sole Proprietor.
Again, this information was marked as "missing".

My experience was dreadfully unpleasant, and I was extremely upset with the treatment I was subjected to!

Initial online instructions are vague, but staff demand very specific and details information. We were made to feel as if we were being interrogated and that they wanted to reject our application. Some of the staff were downright rude. The interview room is open plan giving no privacy when discussing personal and private information.

I came to Liverpool centre and my documents wasn’t uploaded, Lisa was really helpful offering reassurance and I am glad with the service. Peaceful team. Very professional and compassionate. I will recommend this centre to all.

What an amazing experience from start to finish. Welcomed be Toby who was so helpful, then Lisa who was so kind and made us feel so at home. Shayla was brilliant too! What a team!!!

Positive experience, and friendly service, from entering at security right throughout the process of getting our applications done and ready for processing.

Thank you for following up.
I am writing to request a refund for the duplicate payment of £125 caused by a technical failure. Unfortunately, there is no reply function available on Trustpilot, which is why I am contacting you here.
I have already submitted tickets through the "Contact us" page on your website, but I have not received any response or even a ticket/reference number.
For your reference, here are the details of both bookings:
Original booking:
Receipt Number: vcas-gbALL2uk-0001574277
Date and time: 2026-03-11 12:25:48 am
Second (duplicate) booking:
Receipt Number: vcas-gbALL2uk-0001577288
Date and time: 2026-03-11 05:24:25 pm
Could you please look into this urgently and process the refund of the duplicate payment (£125)? I would also appreciate it if you could provide a ticket reference number for future communication.

Thank you for your assistance.

Very thorough, friendly and dedicated. Great that we can go to PE now for a Belgian Schengen Visa. It saves a lot of costs and are very convenient for clients from small places in the Eastern Cape (Makhanda), so that we do not have to travel to Cape Town. Hope to be able to get a Netherlands Office there soon!!!

Very frustrating experience. I stayed up until midnight on Saturday just to secure Super Priority for my ILR application, only to find that I’ve been unable to book my (Anytime) biometric appointment ever since due to ongoing issues with the TLSContact platform.
No matter what I try — selecting different options, switching centres, using different computers, clearing browsing data, different browsers, different networks — the system keeps kicking me back to the appointment selection page. It’s clearly a serious technical problem and numerous people experiencing similar problems, yet nothing seems to be done about it.
For a process that people pay a significant amount of money for, it’s unacceptable that applicants are effectively held hostage by one company/platform that doesn’t function properly. If this is the only route available, the least TLSContact could do is provide a faster, more effective way of resolving these issues.
Submitted a complaint but now it is a waiting game to see when (if) this will be resolved.

The stuff we're very friendly and helpful. I like how they really helped.

Clean, secure office with clear signage; check-in is orderly and staff at the counters are generally professional.
• Online appointment system works and SMS/email updates are reliable.
• Biometric capture and document submission are efficient once you’re called.