Back to main menu
Search
Search
Overlay

Our Welsh language policy

Welsh language policy

NatWest Group has a rich history in Wales.

We are closely connected to our customers through a comprehensive range of banking and financial services. This connection to customers and communities builds our trust and knowledge, enabling us to support our customers effectively, throughout their lives as their financial needs and priorities evolve.

We want to encourage those that speak Welsh alongside English to use it in their day-to-day dealings with us and we promote the use of Welsh wherever we can and where it is reasonable and practical to do so. Our aim is to ensure that our customers get the same high standard of service with NatWest Group, whether they deal with us in the Welsh or English language.

As one of the main providers of financial services in Wales we are committed to our community through our branch network, a Welsh contact centre and a Mobile community bank to reach the most rural areas.

This Policy is our commitment to Welsh language services at NatWest Group and will be regularly maintained.

We expect every colleague to take responsibility for ensuring that our Welsh Language Policy is implemented. This Policy is a public document. 

Language choice

Language choice

Banking My Way is a service that allows our customers to tell us specific information about them so that we can better help them in the future. With their permission we will record this information so that we can be aware of it each time we interact. We will also be able to suggest additional support for customers to use in their day-to-day banking. Customers can tell us that English is not their first language and record their preferences and the support that may be required. 

Communication

Communication

Face-to-face communication

We welcome and encourage the use of the Welsh language by our colleagues who are fluent in both languages or are Welsh learners. The availability of Welsh speakers in our branches does vary from area to area, but to highlight where we do have a capability in both languages, NatWest Group has incorporated and promotes the Working Welsh logo on the corporate name badges of Welsh-speaking branch colleagues. This identifies Welsh-speaking branch colleagues and indicates whether they are a Welsh speaker or are learning the language.

When customers do their business with us they can always request to speak to a Welsh speaker and we will help them to do so wherever possible. If no Welsh speaker, who is qualified to deal with the enquiry, is available straightaway we will offer the option of waiting for a Welsh speaker, continuing the appointment in English, using our translation services, speaking to our Welsh call centre or submitting the enquiry in Welsh by letter or email.

Telephone communication

Telephone communication

For customers who want to speak with a member of staff in Welsh, they can speak with our dedicated Welsh speaking contact centre in Menai by calling 0345 302 0774.

Opening hours:

  • Monday – Friday, 8am – 6pm
  • Weekends & Bank Holidays, 9am – 4pm

The majority of staff at the centre are bilingual and many of whom speak Welsh as their first language.

If there is not a Welsh speaker available, we will offer the caller the option of waiting for a Welsh speaker to phone back as soon as possible, to continue the call in English, or to submit the enquiry in Welsh by letter or email. 

Community Mobile Bank

Community Mobile Bank

NatWest has a fleet of Mobile Banks covering rural areas across both North & South Wales. The services provided include withdrawing and paying in cash, bill payments and offering the facility for customers to contact central teams to discuss any financial needs they may have. Welsh speaking customers are also given the option to use the phone facilities to access the Welsh speaking contact centre in Menai.

Correspondence and translation

Correspondence and translation

Should a colleague receive correspondence in Welsh and are not able to speak or write in Welsh, translations will be provided, or it will be referred to a line manager, who will arrange for a reply to be issued in Welsh.

Our translation is done by an approved third-party translation agency.

Cash machines

Cash machines

All our cash machines have the option of conducting business in Welsh.

Cheques

Cheques

NatWest Group accepts clearance cheques which are written in Welsh.

Our Visual Identity

Our Visual Identity

Most of our permanent and temporary signs in both internal and external public areas of our branches are in both languages and are given equal prominence in terms of format, size and quality. 

Our website

Our website

NatWest Group (including NatWest and Royal Bank of Scotland) offers a web service that is available in English. 

Stationery

Stationery

NatWest Group business cards are available in both English and Welsh and carry the Working Welsh logo.

Implementing and monitoring the policy

Implementing and monitoring the policy

The Welsh language is naturally used by many NatWest Group colleagues and customers as part of their day-to-day life. NatWest Group will continue to develop and promote the use of Welsh in its branches, Contact Centre and head office.

Any changes or updates to the Policy will be communicated to colleagues and will be amended on the NatWest Group website.

The Policy will be reviewed every year.

Staffing, recruitment and training

Staffing, recruitment and training

NatWest Group aims to ensure that we employ Welsh speakers with the appropriate skills so that we can communicate effectively in Welsh. We will ensure our job adverts clearly state that NatWest Group supports and encourages applications from individuals who are able, or learning to, speak Welsh.

The Group will encourage and support its employees to learn Welsh and the use of it in its branches, Contact Centre and head office.

Monitoring

Monitoring

Our Welsh Language Policy will be regularly monitored. 

We will send this Policy to the Welsh Language Commissioner, outlining progress within the Policy.