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CBC Complaints Handling Policy

Management at Customs & Border Control Services (CBC) believe that there are many benefits to having a clear and straightforward complaint handling process, which aims to:-

• Ensure that we provide the level of service deserved by our customers
• Allow us to learn from our mistakes and improve operations

This document summarizes our approach to complaints handling and is designed to give an outline of the process involved.  The purpose of this policy is to provide a confidential means for individuals to report complaints.

Definition of a Complaint

Whilst we acknowledge that any situation which prompts a customer to contact us to express dissatisfaction is important, for the purpose of this document we define a complaint as such where it includes one or more of the following:

• Breach of Rules under The Customs and Border Control Law, 2018
• Failure to comply with any legal obligation
• Negligence leading to material loss, inconvenience or distress

A complaint involving the above will be handled in accordance with our internal complaints handling procedures which govern the acknowledgement, investigation and response to complaints. This document is designed to provide a high level overview of those procedures.

Complaints should be addressed to:

Deputy Director of Customs & Border Control (CBC)
Professional Standards and Discipline Unit (PSU)

42 Owen Roberts Drive
PO Box 898 Grand Cayman, KY1-1103
Cayman Islands
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.
Telephone: 1 (345) 949 4579

Complaints Handling Procedures

Complaints will vary in their nature and complexity and the time taken to handle them will reflect this. The time frame for handling a complaint are set out below. In certain circumstances we may be unable to achieve these standards however we aim to keep you informed of our progress.

• An acknowledgement letter which will contain details of our Complaints Handling Policy will be dispatched to the complainant within 5 working days of the receipt of the complaint.
• A report letter which will provide an overview of the outcome of our investigation into the complaint will be dispatched to the complainant within 4 weeks of receipt of the complaint.
• Should the investigation require further information, a letter acknowledging the receipt of any further information received will be dispatched to the complainant within 5 working days of receipt.
• A final response letter will summarize the outcome of the investigation, be clearly marked as the final response, and will be dispatched to the complainant within 4 weeks of the receipt of any further information. The letter will also include details on the complainant’s right of referral to the Director of CBC or to the Office of the Ombudsman. 

An overall time limit of 8 weeks from receipt of the complaint to the issuance of a final response is stipulated by our internal complaints handling procedures.  Where this time frame cannot be achieved, the complainant will be informed of the reason for the delay.