Santander is poised to shake up its banking services this spring, a move that will hit 14 million customers. The bank has announced plans to scrap its text alert system, which currently allows customers to receive notifications for certain account activities, such as significant withdrawals.
Currently, Santander offers free text and email alerts for various updates, including weekly balance notifications or large withdrawal alerts, which can be set up via online banking, in-branch, or by phone. This service is also available at other major high street banks like Nationwide, NatWest, Lloyds Banking Group, and Barclays.
However, from May, Santander users who rely on these alerts will no longer have access to them. Consumer experts have slammed the decision, calling it “a bad thing” for savers.
Santander’s push to phase out these alerts is part of its wider strategy to drive more customers towards its app and online banking services. The bank has defended its decision, stating: “We’re doing this because you can get a more detailed view of your account activity with Mobile or Online Banking.”
As reported by The Sun, Santander is axing five different types of alert services for its clientele:
- When a deposit is made for more than a certain amount
- When a withdrawal is made for more than a certain amount
- A weekly balance and transactions roundup
- When a customer’s balance reaches a certain limit
- When a customer’s balance falls below a certain limit
Santander has been quick to reassure its clients that, while certain text message notifications will cease from May 12, crucial regulatory alerts will still be promptly dispatched. With oversight by authorities including the Financial Conduct Authority and the Prudential Regulation Authority, these measures are scheduled for implementation soon.
A Santander spokesperson clarified: “We have written to customers to advise that, from 12 May 2025, we will be removing five non-regulatory text message alerts from our alerts service.”
Further elaborating on the changes, they stated: “These specific alerts were set-up pre-mobile banking and customers can now obtain a more accurate up-to-date view of their account movements through mobile, online or telephone banking or via push notifications.”
“We will continue to send regulatory text message alerts as usual, including notifying customers of any account activity that could lead to additional charges.”
It is restimated that 90% of the clients affected by the discontinued alerts have moved onto digital alternatives like online or app-based banking, there remains a significant 10% who might face challenges without access to such facilities.
Consumer rights specialist, Martyn James, said: “With the closure of the bank networks, it’s more important than ever that banks and financial institutions make sure we know about the important things that affect our money.
“Text alerts are vital as people actually read them and act on them. We forget about checking our online accounts – or go in to denial about them – and most people don’t read their app messages. So, this decision can only be a bad thing for consumers and I hope that it is reversed.”
