Policy & Compliance
Making a complaint about Border Force
and sometimes financially it is not viable to make a claim. However, given the frequency of enquiries about how to complain about this particular agency, it can be deduced that there is some scope for it to improve its service. Updated guidance has recently been issued about how to make a complaint. This can be viewed at Complaints procedure - Border Force - GOV.UK (www.gov.uk), see QR code. The definition of a complaint within the guidance is quite wide ranging, being defined as: “Any expression of dissatisfaction that needs a response about the service we provide, or about the professional conduct of our staff, commercial partners and contractors.” There are various different agencies working at the frontier and the document is clear and correct in stating that it is essential to identify the agency against which you wish to complain. Prior to this guidance being issued, BIFA had been aware of its existence advising Members how to make a complaint against Border Force and seek compensation. Members have had some success in recovering monies from Border Force. It is to be hoped that the Agency will regard criticism as an opportunity to improve its service to Trade.
Ongoing complaints about the ability of Border Force to resolve issues as quickly as its continental counterparts raise the question of whether there is room for improvement
T he majority of freight moves through the UK’s frontiers in a relatively straightforward manner, monitored and facilitated largely by electronic systems. However, sometimes issues develop and physical intervention is required and it is usually at this point that problems arise. The main issues reported relate to delays in shipments at the Inland Clearance Depot at Milton Keynes and, since the UK’s exit from the EU, there have been some complaints about the facility as well. Following the UK’s departure from the EU, BIFA has had several EU- based freight forwarders join the Association. Their approach to business is different to many UK freight forwarders, but all have commented adversely on the ability of Border Force to resolve issues as quickly as its continental counterparts. These delays drive up costs as hauliers and (air)ports levy some
form of demurrage/detention charges and potentially additional cartage charges. Whilst regulators have an important role to fulfil in ensuring that contraband and unsafe products are neither imported or exported, there is a general feeling that they could be quicker in releasing detained cargo. Room for improvement? The question is, can a query be resolved faster than currently? The answer is that in certain cases it can be, and we must keep the pressure on enforcement agencies to do better. Engagement with some agencies is difficult, so all Trade can do is to use the tools at its disposal. One such tool is to use the complaints procedure correctly, when Members or their customers feel that Border Force’s service level has been unsatisfactory. The issue is, when is it worthwhile to complain? Often the only recourse is financial
“ ... there is a general feeling that they could be quicker in releasing detained cargo
October 2023 | 19
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