Appalling service. The online forms wouldn't take all the information needed so we had to copy them out and complete by hand and send them across. Then the information was incorrectly inserted into the official forms on several occasions so that in all we had to exchange over 40 e-mails to get things right. When we went from the Russian office to take our passports to Vitals London office there was no-one there to meet us in spite of making an appointment. The only thing Vital did right was to deliver our passports to the Belarus office and get them back to us. So £500+ for a pick-up and delivery service - extortionate.