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Cymraeg

Last ditch plea to HSBC to reverse decision to axe Welsh language phone line

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AN MS has issued a last ditch plea to HSBC to reverse its “unacceptable” decision to axe its Welsh language phone service.

Llŷr Gruffydd, who represents North Wales in the Senedd, has spoken out as January 15, the date when the phone line is due to come to an end fast approaches.

The Plaid Cymru politician said executives at the baking giant still have an “opportunity to do the right thing”.

HSBC came under fire after politicians were informed of the bank’s decision to axe its Welsh language service by letter on Wednesday, November 8.

The Senedd’s Culture Committee wrote to the corporation accusing it of “contempt” towards Welsh speakers.

It added that its “failure to maintain an approach consistent with its values is considered disingenuous and disturbing”.

The committee also questioned statements made by José Carvalho, HSBC’s head of wealth and personal banking, who spoke in front of it on November 29.

The banker said that the Welsh-language helpline receives around 22 calls a day, and that the bank had ended up “with only 6% of the calls that are coming in being answered in Welsh” by them.

However, the committee hit back saying this indicates a fundamental failure of service by the bank because it means 94% of calls to the service are not being answered in Welsh,.

The Committee said that the “low number of calls” to the line “reflects” the bank’s “inability to provide a functioning and coherent service that meets the needs of its Welsh speaking customers.”

Llŷr Gruffydd said: “HSBC still has an opportunity to do the right thing by reversing its unacceptable and wrongheaded decision to bring its Welsh language phone service to an end.

“Executives at HSBC should remember that many customers use their banking services because of its Welsh language phone service.

“The bank argues that there isn’t sufficient demand for the helpline because it receives 22 calls a day on average.

“But it’s abundantly clear from the data that with only 6% of those calls being answered in Welsh, they’ve not been coming anywhere near to providing an adequate service.

“Phone calls that are made to the helpline in Welsh should be answered in Welsh. It’s no wonder that a lot of Welsh speakers have given up on phoning it.

“Instead of scrapping the service HSBC’s should invest in it properly for at least 12 months, and that includes ensuring that it is well-advertised. Then at the end of that period it could make a much better assessment of demand.

“The bank’s pledge to ‘arrange a call back in Welsh, within 3 working days is astonishingly disrespectful to Welsh speakers, as well as utterly insensitive to the financial pressures some people will face.

“For a significant number of people, accessing their bank through Welsh is not a ‘choice’ as HSBC claimed.

“HSBC say they ‘have confirmed that all customers can bank in English’, which is frankly an attitude that belongs to the last century. It is also untrue, especially for many elderly and vulnerable people.

“There is understandably a huge amount of anger and frustration right across Wales with HSBC’s general attitude towards the Welsh language.

“Recently I was contacted by a constituent who was quite rightly angry because she had been asked by a member of HSBC’s customer care team to resend a Welsh language query in English.

“That is one of many examples of HSBC’s complete and utter disregard for Welsh speakers.

“As a Welsh speaker myself and as a member of the Senedd’s Culture Committee, I share the real sense of frustration that’s out there.

“Many of their customers in Wales have also seen their local branches close over the last decade.

“The impact of this on their older customers is particularly acute, as well as those who don’t have access to digital technology.

“Though HSBC likes to describe itself as the world’s local bank, it is abundantly clear that this is not the case in Wales as it abandons Welsh speakers and abandons our high streets by shutting down local branches.”

Cymraeg

Health and Social Care workers find their Cymraeg voice

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HEALTH and Social Care workers across Wales are increasing their confidence to use the Welsh language with patients and colleagues, thanks to a Welsh Government programme to strengthen language choice within the health service.

Between 2023 and 2025, around 1,500 staff enrolled on the cyrsiau Codi Hyder (Confidence-building courses), with around 6,000 workers taking part in the wider Learn Welsh programme for the Health and Social care sector. The Confidence-building courses are led by the National Centre for Learning Welsh, which is funded by the Welsh Government, in partnership with health boards, supporting staff who can speak some Welsh but feel unsure about using the language in a clinical context. Those who follow the course receive one-to-one or small group training over 10 to 12 weeks, and then receive ongoing support to help them use the Welsh language naturally in their day to day work.

The National Centre’s evaluation shows that the Confidence-building courses in 2024-2025 had a positive impact, with over 90% saying they had more confidence to speak Welsh with colleagues, and 88% feeling more confident to use Welsh with patients and their families.

One of the employees who has benefited from the course is Julie Matthias, Bereavement Counsellor with Hywel Dda University Health Board. She felt comfortable speaking Welsh with children before taking the course, but less confident to use the language with adults. She wanted to offer more counselling sessions in Welsh and use the language more proactively at work. With her tutor, they practised conversations related to her work and read Welsh resources about grief and bereavement. She now starts conversations in Welsh with colleagues and offers a Welsh language service to children, families and anyone who wishes to use it.

She said: “The sessions were flexible and tailored to my needs. Being able to focus on the vocabulary of grief, bereavement and self-care has been very helpful in my work.”

Mark Drakeford, Cabinet Secretary for Finance and the Welsh Language, said: “Julie’s experience shows how practical support can make a real difference. Being able to speak to patients and families in the language they feel most comfortable using is an important part of delivering good care, especially when people are vulnerable.

“As we mark the Defnyddia dy Gymraeg (Use your Welsh) campaign and celebrate 20 years of the Iaith Gwaith (Working Welsh) badge this week, it’s encouraging to see so many people taking part in the courses and seeing their confidence levels rise.”

Chief Executive of the National Centre for Learning Welsh, Dona Lewis, added: “The National Centre is pleased to lead a comprehensive Learn Welsh programme which is attracting different audiences to the Welsh language, and supporting Health and Social Care workers in Wales to use more of the language.

“Interest in our courses is high, and we look forward to continuing to expand our services in order to support the workforce to strengthen its bilingual skills.”

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Cymraeg

Name change for Pembrokeshire Welsh medium school backed

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A PEMBROKESHIRE school, which has become a fully Welsh medium one, is to change its name following the backing of senior councillors.

Members of Pembrokeshire County Council’s Cabinet, at their November 3 meeting were asked to support a revised Instrument of Government for Ysgol Gymunedol Croesgoch.

The instrument of government sets out how the governing body is constituted and establishes it as a corporate body; it must set out the name of the school along with the composition of the governing body.

A report for members, presented by Cabinet Member for Education and Welsh Language Cllr Guy Woodham, said: “Since 2007, primary and secondary schools have been categorised using the defining schools according to Welsh medium provision, non-statutory guidance.

“The school was categorised as a transitional school, which is, predominantly English-medium schools but with significant use of Welsh Foundation phase pupils and Key Stage 2 pupils are taught in both languages, but more emphasis is given to the English language. The Welsh language is used to teach between 20-50 per cent of the curriculum generally.

“In the previous Welsh in Education Strategic Plan for the Council 2016-2021 the school was identified to become a Welsh medium school.”

It said, over a transition of seven years, the school now functions as a fully Welsh Medium School, adding: “All staff at the school are Welsh speakers so there have been no human resources implications from the report. Children are now taught in the medium of Welsh.

“Following the change in language categorisation of Ysgol Gymunedol Croesgoch from a ‘transitional school’ to a ‘Welsh Medium’ school in September 2025, the governing body, following consultation with the school community and its governing body wish to change its name from Ysgol Gymunedol Croesgoch to Ysgol Gymraeg Croesgoch.”

It finished: “Cabinet approval is required for the name change of the school Conclusions It is considered that the governing body’s proposal is sensible and reflects the language that learners are taught at the school.”

After the recommendation was moved by Cllr Woodham, members unanimously backed approval of the revised Instrument of Government.

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Cymraeg

Drakeford details decade-long plan for Welsh language in education

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SCHOOLS in Wales will be required to deliver at least 10% of their teaching in Welsh by 2030 as part of a decade-long plan to implement “landmark” legislation.

Mark Drakeford outlined the Welsh Government’s plan for a phased rollout of the Welsh Language and Education Act which aims to give every child “a fair chance to speak Welsh”.

Under the Act, three school categories will be created – primarily English, partly Welsh; dual language; and primarily Welsh – with targets for each for a minimum of Welsh education.

The ex-First Minister, who is responsible for the language, said all schools should be given a category and provide at least 10%, 50% or 80% of teaching in Welsh by September 2030.

Prof Drakeford told the Senedd he expects “relatively few” schools to need extra time to reach the 10% minimum target, with an extension available until 2036 at the latest.

He said the next step will be to develop a code to describe levels of Welsh language ability based on the common European framework of reference for languages or CEFR.

The Welsh language secretary said this year will also see a review of the trajectory toward reaching a million Welsh speakers and doubling daily use of the language by 2050.

Prof Drakeford explained a target of 50% of learners in Welsh-medium education by 2050 would form part of a consultation on a revised “Cymraeg 2050” strategy in 2026.

In a statement on Tuesday (October 21), he said the National Institute for Learning Welsh, or Athrofa, would be established by August 2027 to support learners of all ages.

The Athrofa will have responsibility for research and helping the education workforce, taking over and expanding on the work of the National Centre for Learning Welsh.

Conservative MS Tom Giffard
Conservative MS Tom Giffard

The Conservatives’ Tom Giffard welcomed a detailed timeline for implementation of the Act but expressed disappointment about the lack of an education workforce plan in place.

He said Lynne Neagle, Wales’ education secretary, announced a strategic plan in a written statement at the start of the school year which contained little detail on Welsh teaching.

Prof Drakeford said the Athrofa will build on the success of the National Centre for Learning Welsh which received £4.8m this year and has now trained more than 2,000 practitioners.

Plaid Cymru’s Cefin Campbell echoed concerns about staff shortages as he called for a national plan setting out the next steps to recruit, train and retain teachers.

Mr Campbell, who was involved in developing the then-bill as part of the since-collapsed cooperation deal, said the Act’s success will depend on targets, staffing, and equal access.

He was concerned about some schools being given an extra six years to hit the 10% target.

Plaid Cymru MS Cefin Campbell
Plaid Cymru MS Cefin Campbell

The former lecturer said: “In Plaid Cymru’s view, that should be a far shorter period because it will give too many schools an excuse not to commit to delivering that target.”

His party colleague Heledd Fychan warned: “It means that a child could be born now, depending on their postcode, who may not see any difference whatsoever, having seen this legislation passed, until they leave primary school.”

Prof Drakeford said including an extension was a response to concerns raised by schools in south-east Wales about a lack of Welsh speaking staff and time for implementation.

“I don’t want to see more schools than necessary having more time,” he told the Senedd, but added it was important to give schools confidence to “come along on this journey with us”.

The former first minister concluded:  “The impact of the Act goes far beyond education: it is about culture, identity and community, it is about making the language part of everyday life.”

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