Santander has announced it will discontinue certain text message alerts for its 14 million UK customers from 12 May 2025.
This change affects five key alerts, including deposit and withdrawal notifications, weekly balance updates, and transaction round-ups. The decision comes as the bank shifts its focus to digital banking, encouraging customers to rely on mobile apps and online services.
While regulatory alerts will continue, the removal of these notifications may inconvenience customers who depend on them for account monitoring.
Why Is Santander Discontinuing Its Text Alerts Service?
Santander has announced that it will discontinue certain text alerts for its UK customers from 12 May 2025.
The bank cites changing customer habits, advancements in digital banking, and the widespread adoption of mobile banking apps as the primary reasons behind this decision.
Shifting Banking Trends
Over the past decade, the way people manage their finances has evolved significantly. Traditional methods such as SMS alerts, paper statements, and in-person branch visits are being replaced by real-time updates via banking apps and online platforms.
Santander acknowledges this shift and aims to align its services with modern banking practices.
Key factors contributing to the decision include:
- Increased Mobile Banking Usage: The majority of Santander customers now use mobile banking apps to check their balances, review transactions, and receive push notifications. The bank argues that mobile apps offer faster, more efficient, and more detailed bank account updates than SMS alerts.
- Declining Demand for SMS Alerts: Santander reports that less than 1% of its 14 million UK customers actively use the text alert service. This suggests that most customers have already transitioned to alternative methods of account monitoring.
- Security and Compliance Considerations: Mobile apps and online banking offer additional security layers, such as biometric authentication and encrypted communication, reducing the risks associated with SMS-based alerts, which can be intercepted or misused.
- Cost and Operational Efficiency: Maintaining an SMS alert system requires ongoing infrastructure costs. By phasing out non-essential text messages, Santander can streamline its communication channels and reallocate resources to improve its digital banking experience.
Encouraging Customers to Use Digital Alternatives
Santander’s decision aligns with the banking industry’s broader push toward digitalisation. The bank believes that its mobile app and online banking services provide customers with a more comprehensive and convenient way to track their finances.
With features like:
- Real-time push notifications for transactions and balance updates
- Detailed account summaries accessible anytime through mobile and online banking
- Customisable alerts tailored to individual customer needs
- Enhanced fraud protection measures integrated within the app
Santander claims that these alternatives offer a more reliable and user-friendly experience than traditional SMS alerts.
However, this move raises concerns for customers who do not use mobile banking, particularly older individuals and those with limited internet access.
While Santander insists that customers can still monitor their accounts via telephone banking and branch visits, the removal of text alerts may create challenges for those who relied on these messages for regular updates.
Which Santander Text Alerts Are Being Removed?
Santander is set to discontinue five types of text message alerts that customers currently receive.
These alerts were introduced before mobile banking became widely accessible and were designed to help customers track their account activity. However, as digital banking services have evolved, Santander has deemed these alerts unnecessary.
List of Alerts Being Discontinued
From 12 May 2025, Santander customers will no longer receive the following SMS alerts:
1. Deposit Alerts: Notifications when a deposit exceeds a pre-set amount.
- Previously, customers could set a threshold (e.g., £500) and receive a text alert when a deposit above that amount was made.
- Useful for tracking salary payments, refunds, or other large credits to an account.
- Customers will now need to check their deposits through the mobile app or online banking.
2. Withdrawal Alerts: Messages when a withdrawal exceeds a pre-set limit.
- Customers could set an amount (e.g., £200) and receive alerts when spending or cash withdrawals exceeded this figure.
- Often used to monitor large purchases or prevent unauthorised spending.
- Instead, customers will have to review their transactions manually via digital banking.
3. Weekly Balance Updates: Automatic SMS updates summarising a customer’s account balance every week.
- This service helped customers stay informed about their available funds without needing to log in.
- Customers will now need to check balances through the Santander app, online banking, or telephone banking.
4. Transaction Round-Up Alerts: SMS summaries listing recent account transactions.
- Previously, customers received a text detailing their most recent transactions.
- Particularly useful for those who preferred to track their spending without logging into digital banking.
- This feature is now available within the Santander mobile app.
5. Balance Threshold Alerts: Notifications when an account balance goes above or below a specified amount.
- Customers could set a threshold (e.g., £100) and receive alerts when their balance dropped below or rose above this limit.
- This was a popular feature for budget-conscious individuals managing their daily spending.
- Santander suggests that customers use push notifications in the app for similar alerts.
Impact of These Changes
The removal of these alerts means customers will need to adopt alternative ways to track their finances. Santander reassures customers that they can still monitor their account activity through:
- Mobile and online banking, where balance checks and transaction history are available 24/7.
- Push notifications, which can be enabled within the Santander app for real-time updates.
- Telephone banking, which allows customers to check balances and recent transactions via automated services or by speaking to an advisor.
While these changes will affect only a small percentage of customers, those who rely on SMS alerts will need to adjust their banking habits. Customers who prefer receiving account updates via text will now have to explore other ways to stay informed about their financial activity.
What Text Alerts Will Santander Still Provide?
Despite the removal of these five alerts, Santander will continue to send mandatory messages required by the Financial Conduct Authority (FCA). These include:
- Notifications for declined payments due to insufficient funds.
- Alerts when a customer’s balance is close to their overdraft limit.
- Messages when an account enters an unarranged overdraft.
- Warnings when an account has insufficient funds for a scheduled payment.
- Updates when an account moves into an arranged overdraft.
These alerts are designed to help customers avoid unexpected charges and maintain better control over their finances.
While the bank is removing some optional notifications, it will still provide essential alerts related to potential fees and account management.
How Will This Change Affect Santander Customers?
Santander estimates that fewer than 1% of its 14 million UK customers still rely on these text alerts, which amounts to approximately 140,000 people.
While the bank believes that most users have already transitioned to mobile and online banking, this change could present challenges for certain customers.
Who Will Be Most Affected?
- Elderly customers: Many older individuals may not be comfortable with mobile banking and could struggle to adapt to digital alternatives.
- Customers without smartphones or internet access: Those who rely on SMS alerts as their primary method of tracking finances will now have to seek alternative solutions.
- People who prefer simple notifications: Some customers may find push notifications or online banking less convenient compared to direct SMS updates.
Santander’s decision reflects a shift towards digital banking, but for those who are less tech-savvy, the removal of text alerts may lead to frustration and increased reliance on customer service phone lines or in-branch visits.
How Can Santander Customers Check Their Account Without Text Alerts?
With text alerts being phased out, customers will need to rely on alternative methods to monitor their accounts. Santander offers several digital and non-digital options, including:
- Mobile Banking App: Customers can enable push notifications to receive real-time alerts about transactions, balances, and account activity.
- Online Banking: Available through Santander’s website, where customers can view statements, monitor transactions, and set up alerts via email.
- Telephone Banking: Those who prefer phone-based banking can call Santander’s customer service for balance inquiries and transaction history.
- In-Branch Banking: Customers who require assistance can visit a local Santander branch to request account information or set up alternative notification methods.
Customers who are unfamiliar with digital banking may need to take proactive steps to familiarise themselves with these options before the text alert service is discontinued.
What Are Other Banks Doing About Text Alerts?
Santander is not the only bank moving away from text message alerts. Several other UK banks have made similar changes in recent years, with some shifting entirely to app-based notifications.
Comparison with Other UK Banks
- Nationwide and Royal Bank of Scotland: Still provide text message updates for mini-statements and balance updates.
- Lloyds Bank: Only sends SMS alerts for overdraft warnings and suspected fraudulent activity.
- First Direct: Discontinued its text message service in 2024, requiring customers to use mobile banking instead.
These trends indicate a broader industry move towards digital banking, where push notifications and app-based alerts are becoming the standard for customer communications.
What Has Santander Said About These Changes?
A Santander spokesperson has explained the reasoning behind this decision, stating:
“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. 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 those notifying customers of any account activity that could lead to additional charges.”
This statement highlights Santander’s belief that modern banking technology has made traditional SMS alerts redundant. The bank insists that customers can access more detailed and real-time financial updates through their digital platforms.
What Should Santander Customers Do Next?
To prepare for the discontinuation of text alerts, customers should take steps to transition to digital banking. Recommended actions include:
- Download the Santander Mobile App: Setting up push notifications will provide real-time updates on transactios and account changes.
- Register for Online Banking: Customers who prefer web-based access can manage their accounts and set up email notifications.
- Check Telephone Banking Services: Those who do not have smartphone access can use Santander’s phone banking system for balance and transaction updates.
- Visit a Santander Branch: Customers who need assistance transitioning to digital banking can speak with staff in person.
While these changes may take time to adjust to, Santander is providing multiple ways for customers to stay informed about their account activity.
Conclusion
Santander’s decision to remove non-regulatory text alerts marks a shift towards app-based and online banking.
While the bank believes digital notifications provide more accurate updates, some customers, particularly those without smartphone access, may struggle with the transition.
With alternative options such as push notifications, telephone banking, and in-branch services, affected users must adapt to new ways of managing their finances.
As banks continue to embrace digital solutions, customers must stay informed about changes to their financial services.
FAQs About Santander’s Text Alert Changes
Will I still receive fraud alerts from Santander via text?
Yes, Santander will continue to send text alerts for suspected fraudulent transactions, as these are required under banking regulations.
Can I opt back into receiving text alerts?
No, the five discontinued alerts will not be available after 12 May 2025. Customers must use the app or online banking instead.
How do I set up push notifications on the Santander app?
Customers can enable push notifications through the app settings. This allows them to receive instant updates on transactions, balances, and other account activities.
What if I don’t have a smartphone or internet access?
Customers without access to digital banking can use telephone banking or visit a branch for account updates.
Will I be charged for using online or mobile banking?
No, Santander’s online banking and mobile app services are free to use.
Why are other banks still offering text alerts while Santander is discontinuing them?
Each bank has its own policy regarding text alerts. Some banks still offer them for balance updates, while others focus only on essential alerts like overdraft warnings and fraud notifications.
How do I contact Santander for more information?
Customers can visit the Santander website, call customer service, or visit a local branch for further assistance regarding these changes.