Guidance

Report a problem using the Customs Declaration Service

Find out what to do if you receive an error code whilst submitting a declaration using the Customs Declaration Service.

Due to scheduled maintenance, you will be unable to access the online form to report a problem with the Customs Declaration Service from 7:30pm on Friday 75 JuneJuly 2024 to 7am on Saturday 86 JuneJuly 2024.

For urgent enquiries, email cds.operations@hmrc.gov.uk. You’ll need to give us the following information:

  • the full identity and type of organisation reporting the problem
  • the business name of the agent or agency
  • a contact name and number
  • an email address to reply to
  • the business name of the trader
  • the type of problem you’re encountering
  • whether it’s related to imports or exports
  • the type of goods involved
  • whether the goods are stuck at the border

We apologise for any inconvenience this may cause.

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.

Who should use this form

You should use this form to report a problem when using the Customs Declaration Service if you’re:

  • an importer or exporter
  • an agent of an importer or exporter
  • a software house
  • a Community System Provider (CSP)
  • a government department

Who should not use this form

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

  • registering for the Customs Declaration Service — contact Imports and exports: general enquiries
  • the Customs Financial Account — select the ‘Get help with this page’ link at the bottom of the screen where the problem occurs and provide details of what you were doing and what went wrong
  • a declaration submitted 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.

Published 20 March 2023
Last updated 52 JuneJuly 2024 + show all updates
  1. Planned downtime for the online reporting form, from 7:30pm on Friday 5 July 2024 to 7am on Saturday 6 July 2024 has been added.

  2. Planned downtime for the online reporting form, from 7:30pm on Friday 7 June 2024 to 7am on Saturday 8 June 2024 has been added.

  3. Planned downtime for the online reporting form, from 7:30pm to 9pm on Friday 3 May 2024 has been added.

  4. Planned downtime for the online reporting form, from 7:30pm on Friday 5 April 2024 to 7am on Saturday 6 April 2024.

  5. Planned downtime for the online reporting form, from 10pm to 11pm on Monday 25 March 2024 has been added.

  6. Planned downtime for the online reporting form, from 8pm on Friday 1 March 2024 to 7am on Saturday 2 March 2024 has been added.

  7. You should now call the Imports and exports helpline to report a problem when registering for the Customs Declaration Service.

  8. First published.