The customer service experience throughout the process was good, Toby did a great job keeping me up to date throughout the process and chasing people accoridnly. Unfortunely, I was not impressed with the timescales, the duration of my process did not align with the timeframe. I was constantly reminded that the timescales were out of Vitals control. However what was frustrating was I sent my first certifcate to them on the express service which arrived to them on the 27th December. I sent a second certifcate on the standard service which arrived to their office on the 8th January. My first certificate completed the process on the 29th January (not inclduing delivery), compard to my second certificate which completed the process on the 23rd January. No one could explain to me how the second certifcate completed the process prior to the first certifcate, espcially after paying for an express service. This delay impacted by visa process. Maybe I was unlucky, but this delay caused additional stress to my move.