UPDATE: |Santander announce major change for all its UK customers News

The banking giant is set to make a significant change likely to affect millions of people in the UK from next month

Significant changes are coming for Santander customers starting next month, as the bank is set to overhaul how it communicates with its account holders.

From May 12, Santander will bid farewell to the text alerts regarding account balances and transaction notifications that clients have become accustomed to. This marks a significant departure from the traditional communication methods for the many who rely on these handy updates.

Santander is focused on increasing digital engagement by encouraging customers to embrace the features of its mobile app.

The bank stated in their announcement: “If you’ve registered for some alerts on a personal current account or savings account, from May 12, 2025, we’ll stop sending them. We’re doing this because you can get a more detailed view of your account activity with mobile or online banking.”

Currently, Santander customers enjoy the benefit of getting regular texts that provide snapshots of their financial status weekly, or alerts for significant transactions, which can be tailored to their preferences, reports the Mirror.

However, under the new policy, account holders will need to actively check their banking details either via the app or by visiting a branch. Despite this change, Santander assures that crucial communications will continue; urgent updates, particularly those related to potential charges – such as approaching an overdraft limit – will still be sent through alerts.

This comes after the bank announced plans to close at least 95 branches throughout 2025 – representing more than a fifth of its entire UK network. This is the first round of closures from Santander since it revealed plans to shut down 111 branches in March 2021.

These changes are expected to result in around 750 job losses. Before the change, Santander had 444 branches across the UK, but this number will be reduced to 290 full-service branches and five work cafes which serve as free co-working spaces.

Santander also confirmed it will remove the front desk in 18 of its remaining branches while another 36 will have their opening hours reduced. This decision follows the bank attributing the closures to a shift in customer behaviour towards online banking.

The bank reported a 63% increase in digital transactions since 2019, while branch transactions fell by 61% during the same period. Customers affected by the closures still have the option to use a Santander community banker in their local area, as well as banking hubs, which are shared spaces on the high street.

Additionally, Santander customers can utilise their local Post Office to access basic banking services, including paying in and withdrawing cash. A Santander UK spokesperson previously stated: “As customer behaviour changes, we are ensuring that our branches remain fit for the future.

“Our new combination of full-service branches, alongside Work Cafés, counter-free branches and reduced hours branches, aims to provide the right balance between digital banking and face-to-face money management and guidance.

“As a business, we must move with customers and balance our investment across all the places where we interact with customers, to deliver the very best for them now and in the future.

“Closing a branch is always a very difficult decision and we spend a great deal of time assessing where and when we do this and how to minimise the impact it may have on our customers.

“However, we believe that the introduction of our new Community Bankers and the exciting plans we have for our remaining network of 349 branches and Work Cafés, alongside the rapid and innovative improvements to our award-winning mobile banking app, will provide the right balance of digital banking and human interaction when required.”

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