Guidance: 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, if your problem relates to:

• registering for the Customs Declaration Service ― email ISBC.eoricontact@hmrc.gov.uk
• the Customs Financial Account in GOV.UK service webpages or interfaces ― you should raise a support ticket by selecting the ‘Get help with this page’ link at the bottom of the screen that identifies the issue
• a declaration submitted in the test environment (Trader Dress Rehearsal) ― email tdrcommunications@hmrc.gov.uk

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

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.

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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.