I would have given zero star if there was an option to do so...my passport had to be delivered today as per the ext I got from them and I took a day off and stayed at home all day but it never turned up and then when I track the status, it says 'We have left you a calling card. Please use the 'Go to redelivery' button below to book a redelivery; which is a LIE, am sure the delivery was never attempted even, no card was left as well. When I check if I can collect from their depot, there is no information about the depot...when I try to speak to the customer support, it disconnects the call saying all agents busy...and when I try to rearrange the delivery today - Thursday, the next available slot is only on next Monday!!!! For god's sake, it is my passport and I have a personal emergency travel on Saturday which I cannot miss at any cost...sent them an email, hope they responds..I did not pay the extra £15 for this kid of irresponsible service.TERRIBLE...I would go to any lengths to bring this into the public/VFS/consular/Govt grievance services if the matter is not resolved tomorrow morning...NEVER EVER OPT for this service if you ever go to VFS/consular centres bu paying the premium, royalmail is a lot more reliable - they won't lie atleast and atleast you can collect the item from the nearby depot even if you miss the delivery...this service is rubbish...