Mrs B collects Japanese antiques and regularly imports goods into 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. Mrs B frequently has to claim refunds of the wrongly-charged VAT.
What happened
Mrs B complained to Border Force several times about its repeated failure to charge the right amount of VAT on parcels imported into the UK. Despite Border Force's assurances that it had taken action to make sure that staff checked 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 Mrs B 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. Border Force did not 'get it right'. Despite Border Force's assurances that it had taken steps to put things right, the charging errors and delays continued.
Mrs B had to spend time and money dealing with Border Force's failure to charge the right amount of VAT. Border Force's delays left her out of pocket, and its failure to put things right added to Mrs B's frustration and inconvenience.
Putting it right
Border Force has agreed to write to Mrs B to apologise and pay her £160 compensation.
Border Force has also agreed to review its procedures and take steps to prevent the mistakes happening in future and reduce the time taken to process refunds.
UK Border Force
UK
Did not take sufficient steps to improve service
Apology
Compensation for non-financial loss
Taking steps to put things right