I and my wife applied for UK Visa on July 18th from The Netherlands through an agency called TLSContact.
On 4th of August, we got an email saying that the decision has been made. On 7th of August I received one of the Passports but for the other one, the tracking shows as Shipment information received.
I contacted DHL multiple times and they confirmed that although the Shipping Labels were generated, they never received the second passport from UKVI Department.
I then contacted the UK-VI department on their paid phone number. The gentleman eventually asked me to wait for a few days. He couldn't confirm or deny if the second passport was shipped back to me or not.
I then contacted TLSContact and they confirmed that the passport has been shipped back to me already which DHL denied once again
I then tried contacting UKVI once again on their paid line, and after arguing a couple of minutes with the lady because she was adamant that the passports have been handed over to DHL, she asked me to write an email to UKVI and then follow up there.
This whole process has been very stressful for us and if we do not receive the passport before 20th of August then we might not be able to travel to the UK at all (wife pregnant and not fit for travel after August) and thus costing us about €450 for nothing.
Did anyone have a similar experience before? Or knows who I can approach in this situation.
I'm thinking to sue DHL for the damages if I don't receive my passport in a week because 2 agencies claiming that the passports have been handed to DHL and DHL not updating their tracking. But I have a feeling that is isn't DHL and is most likely UKVI or TLSContact
Is there anything better I can do here?
Edit: The passport also had a 10 year US Visa, so I will have to go through all of that process once again. And now I don't even have a reason to visit U.S so I don't know if they would even issue it.
Edit 2: Looks like it, not the first time DHL Heathrow did this. https://www.reddit.com/r/legaladvice/comments/3xtiv1/dhl_lost_my_passport_can_i_do_anything_about_this/
Correspondence with DHL: