Starting May 12, 2025, Santander will introduce significant changes in how it communicates with its customers regarding their accounts. One of the most notable updates is the discontinuation of text alerts for account balances and transaction notifications, a service that many customers have relied on for timely updates.
This shift marks a pivotal change in Santander’s approach to banking communication, as it encourages customers to embrace more detailed account monitoring via its digital platforms.
According to Manchester Evening News, this move aims to further enhance digital engagement while reducing the need for traditional alert systems.
A Shift Toward Digital Banking
Santander is encouraging its customers to make greater use of its mobile and online banking platforms. The bank clarified its position, stating:
“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.“
Previously, customers received text alerts notifying them of important account information, including weekly summaries and alerts about key financial events. With the upcoming changes, customers will need to check their banking details through the app or visit a branch in person for updates.
However, Santander assures that essential communications, such as urgent updates about overdraft limits, will still be sent via alerts.
Branch Closures and Service Reductions
In addition to changes in digital communication, Santander also announced a series of branch closures throughout 2025.
At least 95 branches will be shut down, marking over one fifth of the bank’s UK network. This is part of a broader strategy that follows the bank’s plans to close 111 branches in 2021. The closures are expected to lead to around 750 job redundancies.
As Santander shifts toward digital banking, it is reducing its physical presence. Before the change, the bank had 444 branches across the UK; this will now be reduced to 290 full-service branches and five Work Cafés, which are co-working spaces designed for customer use.
Furthermore, 18 branches will remove their front desks, while 36 will have reduced operating hours.
Adapting to Changing Customer Behavior
Santander attributes these changes to a shift in customer behavior, as more people move toward online banking. Over the past few years, the bank has seen a 63% increase in digital transactions, while branch transactions have decreased by 61%. For customers affected by branch closures, alternatives are available.
Santander offers community bankers, shared banking hubs, and access to Post Office services for basic banking tasks like withdrawals and payments.
A Santander UK spokesperson explained :
“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.
The spokesperson continued :
“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.“
