We are aware that since the National Clearance Hub moved to a new telephone system (and have been given extra responsibilities) importers using airports have been having problems getting through to check the status of their consignments.

In the meantime, they have asked that if people have problems getting through on the Imports helpline (0300 0588454) they should try the Exports helpline (0300 0588401) straightaway. They assure us that staff on the Exports helpline have been told they should not refer anyone back to the Imports helpline. The Exports helpline staff have also been told that if a call relates to live animals they must deal with it. Calls should be answered within 20 minutes.

If you are still unsuccessful on either number please contact the duty officer on 0300 0579352 who will escalate your call. They will ask for details of who you have spoken to up to that point. If there are any problems, particularly with animals in distress, always phone the Duty Officer.

We are aware that the situation remains unsatisfactory but the Hub assure us this has been raised to the highest level and they are trying to resolve the issues. If you continue to have problems or delays please let us know on email (to our info@ornamentalfish email), providing information on the date, time and length of your call and the people you spoke to. We can then follow this up with the Hub.