Last week, I had to visit the Nigerian High Commission in London (NHCL) to renew my travel documents. I expected it to be a smooth and quick process, but I was wrong. It turned out to be one of the most unpleasant and frustrating experiences of my life. Here are some of the challenges and lessons I learned from this ordeal, with more details on what happened and how I felt.
Lack of communication/guidance: The website of the High Commission is not frequently updated. Visitors are often frustrated with a lack of clear information on how to book an appointment, what documents to bring, or even what to expect at the embassy.
I made several attempts at calling the contact numbers on the website with no response, or lines were always disconnected. In this information vacuum, most Nigerians are forced to travel to London from all over the United Kingdom, sometimes for issues that can be dealt with online. The result is often wasted man-hours for customers and crowd management challenges that have become a feature of the Nigerian embassy. I felt confused and frustrated by this lack of communication and guidance.
Inadequate staffing: When I arrived at the High Commission, I was shocked by the long queue of people waiting outside before the 0900hrs opening time. I was informed by a fellow citizen that the queue had been building up since 0530 hours. The crowd was largely made up of people seeking new/ renewal passports, visas, and sundry documents.
Most people had been waiting for hours, having travelled from other UK cities overnight to meet the strict working hours. The processing times for new/ passports (essentially biometric capture) are between 10:00-and 13:00hrs, while the collection is between 10:30hrs and 13:00hrs.
Sadly, the number of staff attending to customers was inadequate, leading to long waits, and people pushing and shouting to get attention. I had to wait for more than three hours before I could submit my application. I felt angry and impatient because of the inadequate staffing.
Poor customer care: The staff at the High Commission were not friendly or courteous. This may be because of the sheer volume of candidates they have to deal with on a regular basis. They treated me and other customers with disrespect and indifference, while ignoring some of the customers who were complaining or asking for help. For example, they did not offer greetings or smiles when approached, nor did they answer my questions clearly or politely.
They did not listen to our queries or concerns, and they did not apologize for any inconvenience or delay. They acted as if they were doing us a favour, and they did not care about our satisfaction or feedback. This is especially true at the steps to the entrance gates of the embassy, where customers are vetted before being allowed in. This is where many, who have journeyed over long distances, are turned back for not bringing along minor items, such as postal orders, return envelopes, etc.
As a result, there is now an organized & thriving touting network stationed around the embassy. These touts prey on the desperation of customers by offering to arrange for these missing items. I felt insulted and ignored by the poor customer care.
Difficult & inefficient process: The process of renewing my travel documents was complicated and tedious. It is essentially a 2-part process, where I had initially filled out application forms and made payment entirely online. Thereafter, an applicant will book an appointment for biometric capture at the Nigerian High Commission, London (NHCL). Many people have had their passport application delayed or rejected on account of suspect (National Identification Number) registration. It is important to validate the NIN and ensure complete documents before travelling to London.
The sheer population of Nigerian citizens requiring consular services demands that the consulate in Manchester be equipped to take some burden off the embassy in London. Currently, there is a huge backlog of passport applications which will require some time and increased staffing to clear.
It is problematic that people have to travel to London to get updates on their passport application, as there is no information online or by phone inquiry. I felt exhausted and annoyed by the difficult process.
Costs: The cost of renewing my travel documents was exorbitant and unreasonable. I had to pay £120 for the application fee, £20 for the postal order, and £10 for the delivery charge. That’s a total of £150 for a service that should have been free or minimal. I also had to pay for my transport, food, and accommodation, as I had to stay in London for two days to complete the process. The total cost was more than £300, which was a huge burden on my budget. I felt cheated and exploited by the costs.
These are some of the lessons I learned from my visit to the Nigerian High Commission in London. I hope that by sharing them with more details, I can help other people avoid or prepare for similar situations. I also hope that the High Commission can improve its services and treat its customers with more respect and professionalism.
Have you been to the NHCL recently? Share your experience below