Border Force Complaints Team
Priory Court
St John’s Road
Dover
Kent CT17 9SH
Email borderforcecomplaints@homeoffice.gsi.gov.uk
Web www.ukba.homeoffice.gov.uk
Mr M >>>>>>>>>
Email: >>>>>>>>>>>>@hotmail.co.uk
Date 24 June 2013 Accredited to the Customer Service Excellence
standard
Our Ref 40969 and TO188784
Your Ref: AR535182112GB, AD397682753GB and AR535169014GB
Dear Mr >>>>>>>>
Thank you for your correspondence sent to the Border Force Complaints Team and to the Immigration Minister. This has been passed to me as the officer responsible for handling your complaint. Before I respond to your specific concerns regarding the above parcels, I would like to assure you all complaints about our staff and the level of service provided by Border Force are treated seriously. Furthermore, such complaints are used as an opportunity to learn and improve services.
If you believe your complaint has not been dealt with in the right way you may write to us at the address above and a complaints manager will check the process used to look into your complaint, to ensure it was both appropriate and followed correctly. You must do this within one month of the date of this letter.
In line with our usual procedures, which are set out in detail at http://www.ukba.homeoffice.gov.uk/ab...kingacomplaint, I have asked the operational manager at the Coventry International Hub (CIH) to assess the circumstances relating to the matter you have complained about. With this work now complete, I have based my response on their findings. I hope my reply helps you to understand the reasons why.
Parcel reference, AR535182112GB was correctly charged on 20% VAT at the time of import. I am therefore not upholding this particular aspect of your complaint. You advised Border Force the exporter had entered the wrong commodity code on the declaration. You provided further information received by CIH on 22 March 2013 substantiating this and enabled them to process a part refund for the sum of £67.50. The payment was processed on the 17 May 2013 and you should receive a payable order within 30 working days.
I am advised Parcel reference, AD397682753GB was incorrectly charged on 20% VAT at the time of import despite a commodity code on the declaration to levy 5% VAT. I am upholding this element of your complaint and I am sorry for any inconvenience caused by this error. The further information received from you on 22 March 2013 meant CIH could process a part refund for the sum of £144.75. This was also processed on 17 May 2013 and a payable order should be received by you within 30 working days.
It has been determined that parcel reference, AR535169014GB was charged levying 20% VAT. Unfortunately the operational manager at CIH has been unable to view the declaration for this parcel. However, a Border Force officer at CIH at the time of import did make a note advising the contents of the parcel was declared as ‘sample coins’. I should explain sample coins would not attract 5% VAT so CIH acted correctly by applying 20% VAT charge on this parcel. I cannot for this reason uphold this element of your complaint.
CIH has determined from the correspondence forwarded to and received by the Border Force Complaint Team that you are entitled to a part refund for the sum of £81.35 for parcel reference, AR35169014GB. They processed this on 30 May 2013 and you should receive the payable order within 30 days.
I understand the part refund for parcel reference AR535182112GB was not processed within agreed timescales. I am therefore upholding this element of your complaint. I should explain CIH aims to provide a full response to its customers within 20 working days. However, they are currently experiencing a high level of correspondence. Senior managers are aware customers are not always receiving the level of service they should expect. I am sorry for any inconvenience and upset caused by the delay.
At present CIH is unable to receive email correspondence. However, the National Advice Service (NAS) handles telephone queries on postal imports and will contact CIH on behalf of the customer for clarification if required. Should you wish to contact NAS you may do so by telephoning 0845 010 9000.
I hope my reply has clarified the position. The Border Force complaints team are keen to continually review and improve our services. To help us do so, we would be grateful if you could complete a short online survey. Please access the survey using the following link: http://feedback.ukba.homeoffice.gov....p?i=35927hosbt
Yours sincerely
Mrs P >>>>>>>
Complaints Officer