Report a problem using the Customs Declaration Service

If you find a problem when using the Customs Declaration Service (CDS) to move goods across the border, you should use the online form to report this to HMRC CDS Operations.

However,

Who ifshould youruse problemthis relates to:

form

• registering

  You forshould theuse Customsthis Declarationform Serviceto ―report email ISBC.eoricontact@hmrc.gov.uk

• the Customs Financial Account in GOV.UK service webpages or interfaces ― you should raise a supportproblem ticketwhen byusing selecting the ‘GetCustoms helpDeclaration withService thisif page’you’re:
  • an linkimporter ator theexporter
  • an bottomagent of thean screenimporter thator identifiesexporter
  • a thesoftware issuehouse
  • a declarationCommunity submittedSystem inProvider the(CSP)
  • a testgovernment environment (Trader Dress Rehearsal) ― email tdrcommunications@hmrc.gov.uk department

  Who should not use this form

  You should not use this form to report a problem whenwith:

  • registering usingfor the Customs Declaration Service if— you’re:
    • ancontact importerImports orand exporterexports: general enquiries
    • anthe agentCustoms Financial Account — select the ‘Get help with this page’ link at the bottom of anthe importerscreen orwhere exporter
    • athe softwareproblem house
    • aoccurs Communityand Systemprovide Providerdetails (CSP)of what you were doing and what went wrong
    • a governmentdeclaration departmentsubmitted in the test environment (Trader Dress Rehearsal) — email tdrcommunications@hmrc.gov.uk

    What you’ll need

    Before you start the form, you may need:

    • your Local Reference Number
    • your Movement Reference Number
    • the error code you’ve received

    Submit the form

    The online form will ask you a series of questions to understand the problem you’re having and urgency of the issue.

    Follow the instructions on each page to submit your responses and complete the form.

    You’ll be able to:

    • save your application and return to it later
    • check your answers at the end of the online form before submitting
    • print out a copy of your completed form

    The form will not remain available online after you have submitted it.

    Start now

    After you submit the form

    After you’ve submitted the form, you’ll receive a confirmation email with a reference number.

    If your problem is considered urgent, you’ll receive a response within 2 hours. All other problems will be responded to within 24 hours.