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Our Welsh language policy

Datganiad Polisi

Policy statement

We're committed to the communities we operate in and use the Welsh language along with English within Wales.

Our bilingual policy sets out our general guiding principles in relation to providing Welsh language services in Wales. It recognises our achievements to date and will be updated as new policies, services and initiatives are introduced.

Signage

Permanent signs in both internal and external public areas of our Welsh branches are bilingual.

Merchandising and literature

Wherever possible, we'll endeavour to have our core product brochures available in Welsh when displayed in Wales. Naturally, this merchandising material and literature will be produced to our normal, high quality standards.

Corporate identity

Our personalised stationery is available in Welsh, including business cards, compliment slips and fax cover sheets.

Cash machines

In Wales, our “hole in the wall” cash machines have the option of conducting your business in Welsh.
The main functions of our ATM network, including cash withdrawals and balance enquiries, continue to be available via the Welsh language option. However, there is a system error when requesting a mini statement or mobile phone top-up service via the ATM. We apologise for any inconvenience and can confirm that both services will be fully operational after the next software installation in February. We are fully committed to our Welsh language service and offer a range of services in the Welsh language, including a dedicated telephony service on 0845 7442211 1.

Welsh-speaking staff

We encourage staff to speak Welsh in the workplace by offering financial assistance for Welsh lessons.

The availability of Welsh speakers in our branches does vary from area to area. For example, the percentage of Welsh-speaking staff in North West and South West Wales is much higher than in other areas. If you'd prefer to speak to a Welsh speaker, we'll help you do so wherever possible.

All of our Welsh-speaking branch staff wear badges with the Welsh flag or the recognised Welsh Language Board badge to let you know they speak Welsh. Their names will also be displayed on in-branch posters.

Welsh Language Telephone Service

We have a dedicated Welsh language telephone service available on 0845 744 2211 1 9am to 5pm, Monday to Friday. If you call outside these times, you'll be directed to one of our English centres. There may be other times when we'll need to transfer your call to other centres of expertise that may not be able to speak Welsh.

Recruitment

Where applicable, we'll consider the ability to speak Welsh desirable when assessing people for roles in Wales. When advertising externally, we'll consider issuing a Welsh-only or bilingual advert.

Letters

We'll respond in Welsh to any letters we receive written in Welsh.

Other correspondence

Not all standard letters are available in Welsh, although we review this situation regularly. Some of the most common documents we offer in Welsh include:

  • Cheque books
  • Credit slips
  • Standing order forms.

Cheques written in Welsh

We accept cheques written in Welsh.

Media relations

Whenever we make a press release, a Welsh spokesperson will be available.

Community

Community Investment is a really important part of what we do at Barclays. We believe it is important that we give back to the communities where we operate.

Under our global programme, Banking on Brighter Futures we support disadvantaged people towards financial independence & security, using our expertise as a financial services organisation to make the biggest social difference, beyond simply giving money. Across Wales we focus on our Barclays Money Skills programme which supports people to develop their financial capability and to help vulnerable people manage their finances.

Translation service

We always use an organisation or company approved by the Welsh Language Board to provide our translation services. Translations of legal documents are undertaken by a Welsh-speaking bank-appointed solicitor.

Centre of expertise

We provide one point of contact for staff for all matters relating to the Welsh language. This is the Barclays Welsh Language Centre based in Haverfordwest.

Monitoring our policy

We regularly review the implementation of our bilingual policy with a view to making improvements where we can.

Complaints

We handle complaints received in Welsh in line with both our normal complaint handling process and the rules and regulations of our regulators, the Prudential Regulation Authority and the Financial Conduct Authority. We provide an acknowledgement of any complaint within 5 working days.

Informing our staff

We inform all Barclays staff in Wales of our bilingual policy.

Would you like to know more?

If you have any questions, or would like more information, please contact our Welsh Language Centre on 0845 744 2211 1.

Important information
1. To maintain a quality service, we may monitor or record phone calls. Read our call charges and information

Barclays Bank PLC. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 122702). Barclays Bank PLC subscribes to the Lending Code which is monitored and enforced by the Lending Standards Board. Further details can be found at www.lendingstandardsboard.org.uk. Barclays Insurance Services Company Limited is authorised and regulated by the Financial Conduct Authority (Financial Services Register number: 312078).

Barclays Bank PLC. Registered in England. Registered no. 1026167. Barclays Insurance Services Company Limited. Registered in England. Registered no. 973765. Registered office for both: 1 Churchill Place, London E14 5HP. ‘The Woolwich’ and ‘Woolwich’ are trademarks and trading names of Barclays Bank PLC. Barclays Business is a trading name of Barclays Bank PLC.


 

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