Santander is set to implement significant changes for millions of customers in the UK starting on May 12, 2025. The high street bank will discontinue its long-standing text alerts for account balances and transaction notifications. The move comes as part of the bank’s strategy to boost digital engagement, encouraging customers to embrace its mobile app and online banking services.
A Major Shift Towards Digital Banking
In a move aimed at modernising customer communication, Santander will stop sending text message alerts regarding account activity. Currently, customers can opt to receive updates about their balance or recent transactions via SMS, tailored to their personal preferences.
However, from May 12, these alerts will cease, and customers will need to access their accounts through the mobile app or online banking to monitor their financial activities.
Despite this, Santander has confirmed that crucial notifications, particularly those related to potential charges such as approaching overdraft limits, will still be sent out to ensure customers remain informed of urgent matters.
Branch Closures and Shifting Customer Habits
This change is part of a broader restructuring effort by Santander, which includes the closure of 95 branches across the UK in 2025. The decision reflects the bank’s response to the continued decline in physical branch visits, with a notable 63% increase in digital transactions reported since 2019.
Santander’s branch network has significantly shrunk in recent years. In March 2021, the bank announced plans to close 111 branches, and since then, its number of UK branches has been reduced from 444 to just 290 full-service branches. The closures will result in approximately 750 job losses.
In addition to the closures, Santander has 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’s shift in strategy, attributed to a significant change in customer behaviour towards online banking.
With branch transactions falling by 61% during the same period that digital transactions have soared, the bank is responding by scaling back its physical presence in favour of more digital and hybrid banking options.
To continue offering face-to-face services, Santander is introducing community bankers and plans to expand its network of banking hubs, which serve as shared spaces on high streets. Customers can also access basic banking services at their local Post Office.
These steps are intended to balance digital convenience with essential in-person support, maintaining the bank’s connection with customers in a changing financial landscape.
