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Preston City Council is under a duty to ensure that all staff in customer facing roles are fluent in spoken English to the extent necessary to enable them to perform the role effectively.
If you feel that a member of staff in a customer facing role has insufficient proficiency in spoken English for the performance of their role you can make a complaint to the Council which will then be investigated and a response provided.
Please note that a complaint about a member of staff’s accent, dialect, manner or tone of communication, origin or nationality will not be considered a legitimate complaint.
Preston City Council will not respond to complaints that are vexatious, oppressive, threatening or abusive.
You may make a complaint by completing the standard complaint form, by sending a letter or an email or by completing an online complaint form. Members of staff who are the subject of a complaint will be notified of the complaint and given the opportunity to comment on it.
Your complaint will be acknowledged within 5 working days of receipt and a full written response will be provided within a further 15 working days.
If you are not satisfied with the response at the first stage you may request that your complaint be escalated to Stage 2 where it will be looked at again by an independent officer. If you remain unhappy following the conclusion of the Council’s complaints procedure you may refer your complaint to the Local Government Ombudsman at:
Failure of the Council to comply with the fluency duty may also be challenged through an application to the High Court for judicial review.
If you require help with something in this section, please contact us.