Please see below relevant information and updates for your business/members and supply chains.
Many of you have submitted questions to us that require expertise (technical or otherwise) on business-specific matters under HMRC’s remit. I am conscious that we don’t, in the team, have the level of expertise that will allow us to help you in a timely manner given the urgency of issues that you/ your members are dealing with.
I have therefore included the following contact information for support provided by HMRC. All of these details can be found on gov.uk and in guidance but for ease I have added them below.
HMRC for customs, international trade and technical support
Customs & International Trade (CIT) Helpline – 0300 322 9434
The helpline is the main route in for customers with general customs queries. Capacity on this team has been scaled up following the end of the Transition Period. We have been advised that colleagues on the helpline are able to handle the vast majority of operational queries including general calls about NCTS and GVMS. The helpline opening hours are Mon-Fri 08.00-20.00, weekend 08.00-16.00 and has a Webchat capability access via gov.uk: https://www.gov.uk/government/organisations/hm-revenue-customs/contact/customs-international-trade-and-excise-enquiries
In the event the helpline and webchat are being affected by any system outages or known problems, HMRC will aim to broadcast short support messages on this line.
For support with specific systems we have the following:
- CDS submission enquiries – You can email HMRC about issues with electronic CDS submissions to email@example.com. Emails are monitored Monday to Friday: 9am to 5pm.
- CHIEF Error codes – Not all of the error responses currently have a solution. If you find an error response that doesn’t have a solution or you need clarification then please email firstname.lastname@example.org. This will help HM Revenue and Customs to improve the service. You can also email if you need information on CHIEF error code responses that haven’t been included on the trade version of the help text.
- NCTS Technical questions – Customers with questions around a specific consignment that is already live in transit can contact the NCTS.email@example.com. As these queries may be more time sensitive.
Outside of this, HMRC has also set up a dedicated Technical e-mail account monitored by an expert team and with access to a range of HMRC support if required. This Helpdesk will be monitored during business hours and HMRC colleagues aim to respond to operational technical questions within 48 hours. Please send request for help to firstname.lastname@example.org
If the request is urgent, please can you mark the subject heading when sending your enquiry
National Clearance Hub
Across all customer groups the National Clearance Hub supports border movements and operates 24/7. The email address for NCH is email@example.com.
Using CHIEF for declaring goods into or out of Northern Ireland Information added today about when HMRC will tell users they must stop using CHIEF.