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Please check out our top FAQ’s before you say hello
We are able to give advice about consignments that are to be imported through Felixstowe or one of the other ports that are managed by East Suffolk Council.
But before contacting us, please read the Import Guidance pages on this site, where you may well find the answer to your query.
If you cannot find the answer to your question on this site, please provide the information detailed in this form. Ingredients lists and other processing information can be attached to your enquiry, via the form.
Please be aware that at busy times responses may be delayed, as we have limited resources to deal with direct enquiries.
If your enquiry is about a consignment that has been detained by port health we recommend you submit additional information to us by fax or email. Please include your UCN or container number in any communications.
We are based onsite at the Port of Felixstowe, where all the action is. You can find us at 1st Floor Dunlin House.
Please note that we are not open to visitors without prior arrangement. This is because we are located within the secure part of the port, and all visitors will need to have been pre-booked in by one of the onsite team. Visitors must pick up a pass from the Pass Office, who will then point you in our direction. If you are visiting us, then you will need to bring some evidence of photo identity (eg valid passport or driving licence).
Your views are important to us and we value feedback on our services and welcome suggestions about how we can improve them.
We will act on customer feedback, whenever practicable, to help us improve our services or efficiency and focus on the needs of our customers.
If you are satisfied with a service we have provided, or with a particular member of staff or team, please let us know. We will make sure your compliments are passed on to the right person.
How do I give compliments, suggestions or feedback?
Email us at: firstname.lastname@example.org
Call us: 08456 461310. Phone lines open Monday to Friday 08:00 to 20:00 (call rates apply: mobile @ 6p per minute and landline @ 2p per minute)
Write to us at: Suffolk Coastal Port Heath Authority, 1st Floor Dunlin House, The Dock, Felixstowe, Suffolk, IP11 4SS
We strive to provide the best possible service, but things can go wrong. When mistakes happen or you think our performance is not satisfactory, we want to know so that we can put things right and prevent it from happening again.
Contact us – Click here for our online form.
In most cases a manager will need to review the case file before we can discuss your concern. To provide you with a full response it is helpful when completing the form that you provide consignment details including a container number and brief details of your concerns. Most problems can be resolved on the spot but for those that may take a little longer we will make sure you are kept fully informed.
Escalation – We hope we can resolve your concerns in the first instance. If you are dissatisfied with our response, please follow the complaints process on the East Suffolk website.