Customer support
Contact ImportBack
Get help with a claim, payment, cancellation or complaint.
Support
Email support@importback.co.uk. Include your claim reference and account email, but never send passwords, payment-card details or bank details.
Complaints
Put “Complaint” in the email subject and explain what happened and what outcome you are seeking. ImportBack will acknowledge the complaint, investigate the claim and payment records, and respond through the account email.
Customs claim decisions
ImportBack cannot change a Border Force decision. If your question concerns how Border Force assessed or handled the BOR286, we can identify the pack that was submitted but cannot act as Border Force or promise a different decision.