Find out what to do if you experience a problem whilst submitting a declaration using the Customs Declaration Service.
Due to scheduled maintenance, you will be unable to access the online form for reporting a problem using the Customs Declaration Service from 8pm on Friday 4 September 2026 to 6pm on Sunday 6 September 2026.
For urgent enquiries email cds.operations@hmrc.gov.uk and include the following information:
- what type of organisation is reporting the problem
- business name of the agent or agency
- your email address to reply to
- business name of the trader
- what type of problem you are encountering
- 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:
What you’ll need
For imports
Before you start the form, you may need:
- 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:
- 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.
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.