HSBC scraps Welsh language phone line

HSBC says remains "fully committed to serving our customers in all parts of the UK"

HSBC bank has been criticised by politicians after announcing that it will no longer offer a Welsh language phone line in the new year.

From 15 January customers will only be able to contact the bank in English.

Its managing director wrote to Senedd members (MSs) saying the decision was not "taken lightly" and apologising for the "disappointing news".

Labour, Conservatives and Plaid Cymru politicians urged HSBC to reverse the decision.

HSBC has closed 12 branches in Wales in the last year.

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Education and Welsh Language Minister Jeremy Miles said he was "disappointed" to hear the news.

"Increasing the use of Welsh is a priority for me, and I want us to have as many opportunities to use Welsh as possible in our daily lives," he said.

"I will be discussing this matter with the Welsh language commissioner, who has already written to HSBC, to see what can be done to ensure that the Welsh language service remains, and is equally easy to access in both languages."

Conservative shadow Welsh language minister Samuel Kurtz called the ending Welsh language customer service line "bitterly disappointing".

"With high street banks shutting their branches, leaving holes in our high streets, telephone banking has been a lifeline for a number of customers," he said.

The bank said that the Welsh language line was "no longer being fully utilised" and there has been a "steady decline" in its use.

"We receive 22 calls into the line each day, compared to 18,000 into our English-speaking agents."

For those who want to continue discussing their banking in Welsh, HSBC said they can get a call back in Welsh "within three working days".

This has been criticised by Mr Kurtz as being "a bit of a token gesture from a bank which at one time claimed to be the 'the world's local bank'".

'All customers are able to bank in English'

Alyn and Deeside MS Jack Sargeant called on HSBC to "reverse this decision immediately".

"Branch closures have already limited Welsh language services for customers in Cymru and this will limit their banking experience even further," he said.

Siân Howys, from the Welsh language campaign group Cymdeithas yr Iaith Gymraeg, agreed the decision was "extremely disappointing".

But "instead of only complaining about it or asking for an explanation", he said ministers should "ensure that banks and other bodies in the private sector such as supermarkets have a legal duty to use Welsh and offer a Welsh service of the same status and quality as their English service".

In her letter HSBC managing director Oliemata O'Donoghue gives assurance that that all other Welsh services offered would remain in place, including "Welsh speaking colleagues in half of our Welsh branches" and a "full translation service" in some of its branches.

"Whilst we understand it is not their first choice, we have confirmed that all customers are able to bank in English," she said.

The bank said it will support customers who call frequently or "hold vulnerabilities" to advise them of the change and explain how they can continue contacting them and have their concerns addressed.