Mr D collects coins and regularly imports goods to the UK by post. Often the parcels are charged the wrong rate of import VAT, even though the customs declaration on each parcel is correct. Mr D frequently has to claim refunds of the wrongly-charged VAT.
What happened
Mr D complained to Border Force several times about its repeated failure to charge the right amount of VAT on parcels imported to the UK. Despite Border Force's assurances that it had taken action to make sure that staff check the customs information on the parcels, staff continued to charge the wrong rate of VAT.
What we found
Border Force staff often did not take account of the customs information on parcels imported to the UK by post so the wrong rate of VAT was charged, and Mr D had to claim a refund of the amount overcharged. Border Force took too long to process the refund applications and failed to meet its service standards. Despite Border Force's assurances that it had taken steps to put things right, the charging errors and delays continued. Border Force did not put things right.
Frequently charging the wrong amount of VAT caused Mr D a great deal of time and trouble, inconvenience and frustration. The delays dealing with the refunds of VAT left Mr D out of pocket. Border Force's failure to put things right added to Mr D's frustration and inconvenience.
Putting it right
Border Force apologised to Mr D and agreed to review procedures, take steps to prevent the mistakes happening in future, and reduce the time taken to process refunds.
UK Border Force
UK
Not applicable
Apology
Taking steps to put things right