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
425 March 2025 — See all updates

Due to scheduled maintenance, you will be unable to access our online form for reporting a problem using the Customs Declaration Service from 7:30pm7pm on Friday 14 March 2025 to 7am11pm on SaturdayTuesday 1525 March 2025.

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

  • the type of organisation that’s reporting the problem
  • the business name of the agent or agency
  • a contact name and phone number
  • an email address to reply to
  • the business name of the trader
  • the type of problem you’re experiencing
  • if the problem is related to imports or exports
  • the type of goods involved
  • 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, for imports 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, 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

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 425 March 2025 + show href="#full-history">+ show all updates

    3. Planned downtime from 7:30pm on Friday 7 March 2025 to 7am Saturday 8 March 2025 has changed to 7:30pm on Friday 14 March 2025 to 7am Saturday 15 March 2025.

Sign up for emails or print this page

Contents