Report a problem using the Customs Declaration Service

Question

Accepted Answer

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:

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

Before you start the form, for imports you may need:

Before you start the form, for exports 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

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:

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

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.