2 December: high call volumes
We are currently experiencing a high volume of calls which could result in longer waiting times than usual. If possible, please use our online forms to contact us.
If you do need to speak to us, please bear with us and we will be with you as soon as possible.
Public authorities are subject to the fluency duty in relation to all of their staff who work in customer-facing roles and must have a procedure in place to deal with complaints about insufficient proficiency in spoken English.
To make a complaint under the Fluency Duty Code of Conduct, you should use our normal complaints procedure.
For the purposes of the fluency duty, a legitimate complaint is one about the standard of spoken English of a public sector member of staff in a customer-facing role. It will be made by a member of the public or someone acting on his or her behalf, complaining that the authority has not met the fluency duty.
A complaint about a member of staff's accent, dialect, manner or tone of communication, origin or nationality would not be considered a legitimate complaint about the fluency duty.