Contact

Quick answers

Please check out our top FAQ’s before you say hello

Import Enquiries

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.

office hours

Monday to Thursday

Friday

Saturday to Sunday

6:30am – 10pm
6:30am – 9:30pm
6:30am – 2:30pm

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Please sign up to receive our updates. To make sure that you only receive information that is of interest to you, please select from the list below.

The technical updates include details on changes to legislation and import conditions.

The SCPHA Service Updates relate to issues that directly affect users of SCPHAs Port Health services. 

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where are we?

We are based onsite at the Port of Felixstowe, where all the action is. You can find us at 70 Shed, Oysterbed Road.

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).

feedback

Suggestions, feedback and complaints

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: port.health@scpha.gov.uk

Call us: 01394 613330

Write to us at: Suffolk Coastal Port Heath Authority, 70 Shed, Oysterbed Road, The Dock, Felixstowe, Suffolk, IP11 4AN

 

Making a complaint

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.

How do I make a complaint?

Contact us – If you have a problem get in touch with us at the port health office and you will be put through to someone who can help.

In most cases a manager will need to review the case file before we can discuss your complaint. In order to provide you with a full response it is helpful if you email the port health office providing consignment details including a container number and brief details of your complaint. 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.

Formal complaints – We hope we can resolve your complaint by the first step. If you are dissatisfied with our response please follow the complaints process on the East Suffolk website.