Wales Cymru Our Language Policy Ein Polisi Iaith 1
INTRODUCTION NatWest is a member of The Royal Bank of Scotland Group (RBS), one of the world s largest banking and financial institutions. The RBS Group employs some 170,000 staff worldwide and has more than 2,300 UK bank branches. This policy relates to NatWest. NatWest is very proud of its Welsh roots and can trace its origins as far back as 1790. It is one of the main providers of financial services in Wales with more than 142 branches employing over 1200 staff. NatWest is committed to the community and culture of Wales. It recognises the importance of the Welsh language and that a comprehensive bilingual service is a vital element of quality service. NatWest is investing in its branch network and a substantial 5-year programme is currently in progress. NatWest has an extensive network of cash machines with over 161 located in Wales - combined with our interbank reciprocal agreement, which allows our customers access to some 1500 machines throughout Wales. In spite of this, cash machine installation is continuing, with increasing numbers of machines being installed and priority given to rural areas. Bilingualism is a key feature of this investment programme, which includes an extensive review of branding, merchandising and signage. In addition to its branch network NatWest has introduced a mobile bank service in South Wales which is aimed at providing a number of remote and deprived areas with direct access to face-to-face banking facilities. STATEMENT OF INTENT Jon Fox, Regional Managing Director for Wales and the Midlands NatWest is committed to the language and culture of Wales and is very proud of its Welsh roots. We recognise that we have direct contact with an increasing number of Welsh speakers who wish to conduct their business through the medium of Welsh. Our customers needs are our first priority and we strive to provide a 2
bilingual service. It is our aim however to further improve and enhance this provision throughout Wales. There are several strands to NatWest s active involvement in Wales : i. COMMUNITY - we play a leading role in the Welsh community where we take time to build relationships with charities and voluntary organisations; we encourage our staff to use their expertise and enthusiasm for the benefit of their communities through our extensive staff programme, the UK s most generous Give As You Earn scheme and Community Cashback Awards whereby staff donate time or money to help the charities and issues of their choice; charitable contributions can be made by staff through payroll; Cash machines -to address the needs of rural communities. ii. LOCAL BUSINESSES - support for youngsters through the Prince s Trust. The Prince s Trust-Cymru offers 14-30 year olds a chance to develop confidence, learn new skills, get into work, start businesses and engage in their communities. It offers training, personal development, business start-up support, mentoring and advice, really making a difference to young people s lives. CONCLUSION NatWest is proud to be doing business in Wales and offering an extensive bilingual service is a vital part of demonstrating our respect for the culture and the community. I am therefore delighted to formalise our Welsh language policy with the publication of this document. It is a working paper and will be subject to ongoing review and change. We will endeavour to meet the ever-increasing demand for a comprehensive Welsh language service, and it is our intention to ensure that this service continues to improve in the future in order that NatWest can provide the highest quality of service for its customers. BILINGUAL POLICY STATEMENT NatWest has adopted the principle that throughout Wales it will treat the Welsh and English languages equally. 3
This document sets out how NatWest will give effect to the principle of equality in both its corporate identity and providing services to the public in Wales. It represents a statement of intent acknowledging achievements to date and indicating the future approach of NatWest for the provision of Welsh language facilities to customers. The requirements of this document will be considered as any new policies, initiatives or services are developed. OBJECTIVES To achieve a position where financial services offered by NatWest in Wales are provided and conducted through the medium of Welsh or English according to our customers chosen language. VISUAL IDENTITY 1) Corporate NatWest recognises the importance of incorporating a bilingual corporate identity in all forms. 2) Signage All signage installed is bilingual, in both external and internal public areas. If separate Welsh and English signs are provided, they will be equal in terms of size, readability and profile. 3) Print material Booklets, Leaflets and Posters NatWest continues to produce a range of literature in Welsh. A range of key brochures are provided for the public which are produced in Welsh. Bilingual brochures present each language equally in terms of format, size, quality and prominence of display. 4
Posters relating to the monthly primary marketing campaigns are produced in both languages. 4) Letterhead and other stationery Branch personalised stationery reflects the bank s bilingual identity in Wales. Compliment Slips details in bilingual format Letterheads Business Cards Fax Cover Sheets / Internal Memos details in bilingual format personal details and Branch / Centre details in bilingual format - Branch / Centre details in bilingual format. 5) Audible queuing systems in Welsh branches are bilingual. CONTACT OPTIONS 1) Face to Face Investing in Welsh Marque Marc Cefnogi r Gymraeg NatWest actively encourages the use of Welsh in the workplace and has been an active supporter of the Welsh Language Board s Investing in Welsh Marque initiative. It has incorporated the Working Welsh logo into the design of its corporate name badges which are worn by all branch staff in customer contact roles. The badges identify Welsh speaking staff and indicate whether they are fluent or learning the language. 2) Telephone NatWest offers a fully bilingual service. 5
3) Cash Machines The Welcome screen message appears in a bilingual format with an option for customers to select Welsh or English. Printed balances and mini-statements are also provided in the customer s preferred language. 4) Correspondence and Translation Customer correspondence is issued in Welsh or English as per customer preference. All correspondence received in Welsh is replied to in Welsh and is subject to NatWest normal turnaround times (48 hrs) thus the requirement for a Welsh response will not in itself lead to a delay in a reply being issued. A wide range of standard letters are available for branch and centre use in Welsh or English. The range is subject to ongoing review and Welsh versions are compiled adopting a clear Welsh approach. Professional translators, based in Wales, undertake all aspects of NatWest translation work to ensure our bilingual objectives are achieved effectively and consistently. They also provide direct on-going linguistic support and advice for branches and centres as required. 5) Website NatWest offers a Welsh web service that encompasses information on all the other Welsh language services the Bank has to offer including a range of product related brochures, signage and branding as well as a dedicated Welsh language customer service centre. www.natwest.com/cymru TRAINING AND RECRUITMENT Job advertisements in Wales are published in bilingual format. 6
NatWest considers applicants linguistic abilities as one of a number of skills when assessing their suitability for posts in Wales. NatWest recognises its role in the training and development of staff and encourages them to exercise and improve their fluency in Welsh. NatWest appreciates the importance of a satisfactory quality of bilingual service and has recently undertaken a linguistic skills audit of its Welsh workforce. The results will be used to inform future planning decisions in order to best satisfy the diverse requirements of the branch network in Wales. OPERATIONAL NatWest accepts for clearance cheques which are written in Welsh. The Bank also supports the Welsh Language Board s Cheque - Mate scheme, promoting the initiative with Business customers. The range of key operational documents are produced in bilingual format. These include Chequebooks, Pay-in-Books and a range of Personal and Business Mandates. NatWest aims to produce such material, which is subject to ongoing reviews, updates and additions in bilingual format where possible. Items will be considered for production in bilingual format on an individual basis taking into account branch and customer demand. MEDIA RELATIONS & ADVERTISING 1) Media Relations NatWest has created a Media Relations role specifically for Wales and is responsible for profiling all aspects of the bank s activities in Wales adopting a fully bilingual approach. 7
This also includes NatWest s Welsh language policy, and taking forward various initiatives as per the Welsh Language Policy Action Plan in association with the Welsh Language Board. All news releases relating to NatWest Welsh Language policy and sponsorship matters are issued bilingually. Welsh versions of all other news releases are available on request. 2) Advertising Local advertising is placed in either Welsh or English or bilingually as deemed most appropriate. TV and press advertising in Wales is currently undertaken in English only, since it forms part of the NatWest National campaign programme. Future campaigns will be considered for production in bilingual format if it is commercially, economically and logistically feasible to do so. Interviews with the press and media are offered in Welsh or English. COMMUNITY & EDUCATION 1) Community The Group is one of the world s largest banking groups, and we make it our business to ensure the communities we serve benefit from our success. In 2007, we invested 57.7m back into the UK community, making a genuine difference to peoples lives in every corner of the UK. Our approach goes beyond providing financial assistance we take time to build relationships with charities and encourage our staff to use their expertise and enthusiasm to the benefit of their communities. Our support for local charities and community organisations is made by backing the causes important to our staff, through our extensive staff programme, the UK most generous Give As You Earn scheme and Community Cashback Awards. By making funds available to the causes that are important to our staff, we can be sure that our support is making a 8
difference all over the UK. In 2007 over 23,000 of our people generated 12.7m for Charities and good causes. In Wales, innumerable and diverse organisations have benefited, ranging from cylchoedd meithrin, playgroups, schools, chapels and churches, Merched y Wawr and charities such as Ty Hafan and Tenovus, to name but a few. Sponsorships we are currently associated with in Wales include: NFU/NatWest Woman Farmer of the Year. The Future Farmers of Wales. Y.F.C. Rural Enterprise Competition. Prince s Trust Cymru - Business Awards. NFU/NatWest Welsh Farm Employee of the Year. Royal Welsh Agricultural Society. Junior Football Kit Initiative. 2) Education MoneySense for Schools (Financial Literacy in Schools Programme) MoneySense for Schools is a programme of practical active learning experiences aimed at helping secondary schools and colleges teach personal money management and enterprise skills within the curriculum, and help to improve young people's financial literacy. The programme is a joint venture, combining the financial acumen of NatWest staff with teachers' expertise to teach personal money management and enterprise skills within the curriculum for secondary schools. The Bank on it module and associated material is available in Welsh. 9
SHAPING THE CHANGING NEEDS OF WALES The NatWest Regional Managing Director for Wales will undertake overall responsibility for ensuring that the policy is being implemented. All staff will however be encouraged to accept ownership of the scheme and responsibilities will be delegated to Managers for implementing aspects of the scheme relevant to their departments or branches. The Media Relations Manager for Wales will provide the Welsh Language Board with a report of progress on an annual basis and will review the Welsh Policy Action Plan in agreement with the Board. Complaints relating to Welsh language issues will be dealt with as part of our complaint handling procedure. Full details can be obtained in our brochure Our commitment to you, which is available at any branch. All NatWest staff in Wales will be informed of the bilingual policy and will be regularly updated on all Welsh aspects of service. Copies of this policy will be available from all NatWest branches in Wales. A policy approved by the Welsh Language Board. National Westminster Bank Plc 135 Bishopsgate London EC2M 3UR Registered number: 929027, England 10