Atrocious service from VFS Global UK visa application centre Cape Town

I believe VFS GLOBAL is in violation of the Consumer Protection Act, including but not limited to the Right to fair and honest dealing, Overselling and over-booking, and Consumer's rights to demand quality service, through coercive practices to upsell its products by not delivering a basic standard service it is already contracted to do. This relates to the inhumane waiting conditions in excess of three hours after my appointment on 15 May 2025 at your Cape Town office for a UK visa application. I and 50-100 other applicants (among them, elderly and infirm) were made to wait outside without shelter, seating or bathroom facilities. According to staff there, this is the norm. It seems the only way to have a remotely decent application experience with VFS Global is to pay the exorbitant "premium" fees. "Appointments" for other applications mean absolutely nothing. It is also impossible to submit a request for an appointment without opting in to the additional "notification" fee -- also in violation of the process outlined on the UK Immigration website. Now VFS Global appears to have lost my passport. VFS Global webpage indicates my passport has been delivered but I have not received it. It is near impossible to contact VFS Global directly with no phone number or email contact address available.