The head of a clinic dealing with Alzheimer’s Disease has formally complained of “systematic targeting and harassment” by the Customs Department, blocking “the timely delivery of essential medical supplies”.

Every shipment last year for Bermuda Alzheimer’s and Memory Services — six in total — was subjected to “unwarranted detainment”, claimed Jo-Ann Cousins-Simpson, the medical director at Beams.

Dr Cousins-Simpson told The Royal Gazette that at present she has medications for the clinic imported via UPS detained by Customs for the past month.

The stand-off prompted a formal complaint by Beams to Lucinda Pearman, the Collector of Customs, on January 31.

The clinic contacted the Gazette after three small businesses spoke out in Monday’s newspaper about detainments of imports that they maintained went beyond the scope of the law.

The business heads, who described their experience after the matter was raised on February 9 in the House of Assembly, asked not to be named.

However, Dr Cousins-Simpson consented to be identified because “they can do no worse than they have already done”.

She said her letter of complaint, over an “ongoing battle with Customs” that spanned more than 13 months, received a response three days later from another customs officer, based on what appeared to be a one-day investigation, that concluded there was “no wrongdoing”.

“I am so frustrated that I have not had the energy to reply to his letter,” she added.

Beams Clinic, in operation since March 2018, said it had been hit with “a series of challenges that have significantly impacted our operations” since it got its trader's licence and moved into bring in products for clients.

The medical director said in her complaint that detentions of its items had ranged from “three weeks to up to eight weeks, leading to substantial damage and loss of goods”.

Dr Cousins-Simpson told the department that it had led to the clinic having to cover “detainment storage fees amounting in the sum of thousands of dollars”.

“The reasons provided for the detainment have been both frivolous and trivial, and we have reported these concerns through written correspondence to the office of the Collector of Customs on at least two occasions.

“The situation has escalated to a critical point as our recent UPS shipment, which contains crucial medication under the Beams name, was also detained last week.”

Dr Cousins-Simpson asked the department for an assessment at the detainment of previous shipments, and the “prompt release” of the medication.

She said “continuous delays and unwarranted actions” were causing the clinic financial strain.

She added that, without resolution, the clinic would seek help from the Office of the Ombudsman.

“We believe that a fair and impartial investigation will shed light on the unjust practices affecting our company and contribute to a resolution that safeguards our business interests.”

Customs responded to other retailers’ concerns, telling the Gazette that the department was unable to comment on specific cases — and that its holding and clearing of goods was carried out in accordance with the law.

The department urged anyone concerned by delays to e-mail customs@gov.bm.

Dr Cousins-Simpson said last night that her shipment of medication, for high blood pressure, still had not been released.

“I get so upset — I cannot see the logic to how they make their decisions,” she said.

“I have two types of medication: intravenous and herbal. I have patients that get side effects from chemical medication that prefer herbal medication.”

A shipment of herbal medication was held, with Customs insisting it has been misfiled as medication.

“When I told them it is medication, they asked me if it could be bought off the shelf at a pharmacy. I do not know what medical knowledge they have to decide something is mislabelled. I am medically licensed for it.”

She added: “Not only that. They are now looking at my IV medication and saying these are not medications but supplements.”

Dr Cousins-Simpson said Beams had been importing for five years. The clinic acquired a trader’s licence in mid-2022.

“We had no problems in the beginning. Once it got to 2023, every single shipment that we brought in, they said were mislabelled.

“The things they would pick apart were crazy and they do not ask for information — they just detain it.

“We have patients waiting who we took off the regular high blood pressure medicine because of side effects.

“Now they are off it and I have to either put them back on chemical medication, which they hate, or they will have to wait.”

Dr Cousins-Simpson said she could not see what medical knowledge customs officers brought to their decisions.

“They seem to be a law unto themselves,” she said. “I still do not have the medication. It’s just detained.”