For information on Customs service availability, downtime and maintenance, a set of links to various Customs websites can be found in the article Maintenance window and system availability.
For details on how to contact Customs with issues or queries related to specific systems, see the country specific details below:
UK
CDS
Email: cds.operations@hmrc.gov.uk
An online query can be submitted via this HMRC webpage.
Customs and International Trade Helpline
An online digital assistant is available via this HMRC webpage.
Telephone: 0300 322 9434. Available from 08:00 to 22:00 Monday to Friday and from 08:00 to 16:00 at weekends.
National Clearance Hub
A webchat feature is available via this HMRC webpage.
Email: nch@hmrc.gov.uk
Telephone: 0300 322 7900 (for advice about imports or exports submitted to the NCH for clearance). Available 24 hours a day, 7 days a week.
Telephone: 0300 322 7919 (for advice about air and maritime import inventory control). Available Monday to Friday 09:00 to 17:00.
Trader Dress Rehearsal (TDR) Service
Email: tdrcommunications@hmrc.gov.uk (for technical problems that do not relate to third party software. When emailing, give the query context, impact and urgency.
New Computerised Transit System (NCTS)
Email: ncts.helpdesk@hmrc.gov.uk
Telephone: 0300 322 7095. Available Monday to Friday 08:00 to 17:00. Closed weekends and bank holidays.
Export Control System (ECS)
Email: ecs.helpdesk@hmrc.gov.uk
Telephone: 0300 322 7095. Available Monday to Friday 08:00 to 17:00. Closed weekends and bank holidays.
Import Control System (ICS)
Email: ics.helpdesk@hmrc.gov.uk
Telephone: 0300 322 7095. Available Monday to Friday 08:00 to 17:00. Closed weekends and bank holidays.
EMCS
Email: emcs.helpdesk@hmrc.gov.uk
Telephone: 0300 200 3700. Available Monday to Friday 08:00 to 18:00. Closed weekends and bank holidays.
MCP
Email: help@mcpplc.com
Telephone: 01394 600205
Functional and technical assistance is available 24/7 but calls of a functional nature outside of normal office hours should be made via 01394 600200.
Descartes/Pentant
Email: servicedesk@descartes.com
CCS-UK
Email: ccs.helpdesk@bt.com
Telephone: 0845 607 0096
When contacting the CCS-UK helpdesk, you should provide the following details:
- Your name and contact details
- The CCS-UK badge related to your query
- Any previous ticket reference related to the query
CNS
Email: helpdesk@cnsonline.net
Ireland
An online enquiry service is available via this webpage.
Email: eCustoms@revenue.ie
Telephone: 00 353 1 738 3677. Available Monday to Friday from 09.00 to 14.00.
The Netherlands
National Customs Helpdesk (DMS and NCTS)
Email: NHD.apeldoorn@douane.nl
The helpdesk will only answer and process email messages during office hours.
Telephone: +31 88 156 66 55. Available on working days from 08:00 to 16:00.
If you are experiencing a serious disruption outside of office hours, you can leave your telephone number and someone from their on-call service team will return your call as soon as possible.
Portbase service desk
Email: servicedesk@portbase.com
Belgium
There are several helpdesks available. Below are details of the email addresses, applications and subject line that should be used when sending emails:
| Email address | Application | Subject line to be used |
| plda.helpdesk@minfin.fed.be | PLDA | PLDA, PLDA Test, other |
| idms.helpdesk@minfin.fed.be | IDMS | H7-IDMS, H7-IDMS Test, H1-IDMS etc |
| ncts.helpdesk@minfin.fed.be | NCTS | NCTS, NCTS Test |
| aes.helpdesk@minfin.fed.be | AES | AES, AES Test |
Your email should include as many of the following details as possible:
- Correlation ID
- LRN
- EORI (declarant)
- MRN
- VAT no.
Emails that do not meet the criteria, or that are sent to multiple helpdesk mailboxes are not prioritized.
Telephone: +32 257 933 33. Available every working day from 08:00 to 18:00.
Germany
The Federal Information Technology Center (ITZBund) is available for technical questions via:
Email: servicedesk@itzbund.de
Telephone: +49 800 8007 5451 or +49 22899 680 8480. Available 24/7.
General technical questions concerning customs law can be submitted to the Central Information Office of the General Customs Directorate:
Email: servicedesk@zoll.de
Telephone: +49 228 303-26030. Available Monday to Friday from 08:00 to 17:00.
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