This article is published by Nick Albin, Immigration Consultant at Migrate UK - an Immpact Legal Partner

Recent transition to new supplier leaves applicants feeling frustrated

Follow on and update from October 2024 article: https://immpact.ai/content-hub/uk-visa-and-citizenship-application-services-are-switching-providers

The recent transition of in-country biometric appointment services from Sopra Steria to TLS Contact has brought notable frustrations for those applying for UK visas from within the UK. Since 15 October 2024, when TLS officially took over all in-country biometric services, applicants and consultants alike have experienced a range of issues that have added complexity to what should be a straightforward process.

At Migrate UK, our consultants have experienced these difficulties first-hand, as limited appointment availability and technical issues continue to impact applicants across the country.

Significant drop in available appointments

Since the switchover, there has been a significant drop in available appointments, with applicants finding that open slots are few and far between with many centres often fully booked with zero availability. For those trying to book or reschedule, there have been limitations in site functionality.

Users report consistent login errors and pages failing to load, which adds to the frustration of an already stretched booking system. The initial hope that TLS would increase available appointments, especially free ones, has not yet come to fruition, leaving applicants feeling frustrated during this transition phase.

Technical issues

On the technical front, TLS Contact’s website also struggled to support the influx of applicants attempting register a TLS account to book their appointment. Logging in has proven to be hit-or-miss for many, with website loading failures becoming a frequent issue.

Our consultants who manage appointments for clients find these glitches are an operational setback, as they hinder the ability to secure time-sensitive bookings and can impact the processing of applications efficiently.

UKVCAS have promised that TLS will enhance services once the transition is fully stabilised, applicants are understandably frustrated by the immediate challenges they face. The proposed benefits include an increased selection of free and chargeable appointments at all service points, increased appointment availability, longer time slots for families, and a simplified pricing structure.

However, these improvements are yet to be fully realised, and until they are, the appointment process remains more complex than applicants or consultants anticipated.

Despite the initial setbacks, we remain hopeful that the improvements promised by TLS Contact will soon materialise, leading to a more efficient and accessible visa application experience for all.

Get in touch with Migrate UK

If you have any concerns about how this change might affect your application or need assistance in navigating the process, our team is available to help guide you through the transition.  Email: info@migrate-uk.com.