Guidance

Report a problem using the Customs Declaration Service

Find out what to do if you experience a problem whilst submitting a declaration using the Customs Declaration Service.

From:
HM Revenue & Customs
Published
20 March 2023
Last updated
301 JulySeptember 2025 — See all updates

Due to scheduled maintenance, youyou’ll will be unable to access the online form for reporting a problem using the Customs Declaration Service. ThisService will be unavailable from 7:30pm on Friday 15 AugustSeptember 2025 to 7am on Saturday 26 AugustSeptember 2025.

For urgent enquiries email cds.operations@hmrc.gov.uk include the following information:

  • what type of organisation is reporting the problem

  • business name of the agent or agency

  • contact name and number

  • your email address to reply to

  • business name of the trader

  • what type of problem you are encountering

  • imports or exports

  • what type of goods

  • if 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, check:

If you cannot solve the problem, 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
  • a Loader or Carrier

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

For imports

Before you start the form, you may need:

  • your Local Reference Number
  • your Movement Reference Number
  • the error code you’ve received
  • a description of the problem you are experiencing

For exports

Before you start the form, you may need:

  • your Declaration Unique Consignment Reference
  • your Master Unique Consignment Refence
  • your movement details, such as the date of movement, location and details of goods, commodity codes and country of destination
  • the inventory details status message
  • the conversation ID from your software
  • the error code you’ve received
  • a description of the problem you are experiencing

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.

Updates to this page

Published 20 March 2023
Last updated 301 JulySeptember 2025 + show all updates

  2. Planned downtime from 7:30pm on Friday 1 August 2025 to 7am Saturday 2 August 2025 has been added.

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