Santander UK has announced a significant change in its customer communication strategy that affects approximately 14 million of its UK customers.
Starting May 12, 2025, the bank will discontinue several non-regulatory tax message alerts for both personal and business accounts. This decision is part of a broader shift towards encouraging customers to use digital banking platforms for account management.
The primary reason for discontinuing these alerts is to encourage users to utilize Santander’s mobile and online banking services. These platforms provide a more detailed and real-time view of account activity, allowing customers to monitor their accounts more effectively.
By leveraging digital banking, customers can access live account information, view transactions and manage their accounts more comprehensively than through text alerts alone.
Types of Alerts Affected
The alerts that will be discontinued include those related to:
Balance Thresholds: Alerts when an account balance falls below or rises above a set limit.
Transaction Limits: Alerts when transactions exceed a specified amount.
Weekly Account Balances and Transactions: Regular updates on account activity.
However, certain alerts required by regulatory reasons will continue to be sent. These include notifications when an account balance is close to the overdraft limit or when a payment is refused due to insufficient funds.
Alternative Options
Santader is promoting the use of push notifications through its Mobile Banking App. Customers who have already enabled push notifications will continue to receive alerts in this format.
For those who prefer not to use push notifications, text alerts will be replaced by the need to check account activity directly through Mobile or Online Banking.
Impact of Change on Customers
This change may require some adjustment for customers who have relied heavily on text alerts for managing their finances. However, Santander emphasizes that the shift to digital banking will provide customers with more detailed insights into their account activity.
Additionally, customers can still contact Santander through its customer service channels or visit local branches for assistance.
Future Developments
Santander has hinted at introducing new features to help customers track their account activity more effectively. While specific details are not yet available, the bank is likely to focus on enhancing its digital banking capabilities to ensure customers can manage their accounts efficiently without relying on text alerts.
In summary, Santader’s decision to discontinue certain text alerts reflects a broader trend toward digital banking. By leveraging mobile and online platforms, customers can enjoy a more comprehensive and real-time view of their financial activity, aligning with the bank’s efforts to modernize its services.
