On 15th October 2024, TLScontact officially took over the UK Visa and Citizenship Application Services (UKVCAS) from Sopra Steria. This transition, however, has not been without its challenges. While the change was intended to streamline and improve the visa application process, many users have reported significant issues since TLScontact assumed control.
One of the primary complaints has been the difficulty in uploading and categorising the documents. Users have frequently encountered error messages when attempting to upload their documents, leading to confusion and frustration. In some cases, when users try to select the category, they get a message saying that there is an error. This inconsistency has made the process time-consuming.
Another significant challenge users have encountered with TLScontact is the lack of available appointment slots. Many users have reported that they often find no appointments available when they try to book, forcing them to repeatedly check the system in hopes of finding an open slot. This has caused considerable frustration and inconvenience, as it disrupts their planning and prolongs the application process.
Under Sopra Steria, users could check appointment availability in advance, making it easier to prepare and book appointments efficiently. Additionally, Sopra Steria allowed applicants to change the location after booking, offering more flexibility. Unfortunately, TLScontact does not provide this option. Once an appointment is booked with TLScontact, you are required to stick to the same location, and the only modification you can make is to change the date of the appointment. This limitation adds extra challenges for applicants who may need to adjust their plans.
Additionally, categorising documents has proven problematic. Many users have reported receiving an error message stating “change category fails with error” when attempting to organise their documents. Despite repeated attempts, the error persists, causing further delays and complications in the application process.
Another frustrating issue is that when users encounter an error while uploading a document, they often close the application and reopen it, only to find that the documents have been uploaded. This process is time-consuming and exhausting, adding to the overall dissatisfaction with the new system. The experience with Sopra Steria was notably smoother, with fewer technical glitches and a more reliable service.
The response time from TLScontact’s support team has also been a point of contention. Unlike Sopra Steria, which provided more immediate assistance, TLScontact requires users to email their queries. The response time for these emails can be three to five working days, by which time the issue may have already resolved itself or caused significant delays in the application process.
Compared to Sopra Steria, where users reported a smoother process, these issues highlight a clear decline in service quality. The transition to TLScontact was expected to bring improvements, but instead, it has introduced a series of new challenges. Users have expressed their dissatisfaction, noting that the system’s reliability and efficiency have declined.
In conclusion, while the takeover by TLScontact was intended to enhance the UKVCAS, the reality has been far from ideal. The numerous technical issues and slow customer support have left many users longing for the days of Sopra Steria. It remains to be seen whether TLScontact will address these problems and improve the overall user experience.
Morgan Smith Immigration, an award-winning firm with over 20+ years of expertise in UK Visa and Immigration, is here to assist you with all your visa and immigration needs. For any enquiries or assistance, please contact us at 0203 959 3335 or send an email to [email protected]. Stay informed and up to date by following us on Twitter, Instagram, Facebook, LinkedIn, and TikTok. Also, don’t forget to subscribe our channel on YouTube.
