Santander, a prominent UK bank, has been sending customers emails about their gambling habits, which many have said is an infringement of their privacy.
Santander Comes Under Fire
Santander customers have reported receiving emails warning them about “high” levels of gambling. According to many of them, this is a “massive overreach” on the part of the bank and a violation of their privacy. The emails also include links that guide customers to safer gambling tools, despite many having reported net profits for the month. Santander is one of 11 banks listed by the Gambling Commission as offering tools to block gambling.
The criticism follows recent recommendations from the UK’s National Institute for Healthcare and Excellence (NICE) which states GPs and healthcare assistants should ask about gambling habits during health checks. This comes after the increase in problem gambling in the UK. According to the country’s National Health Service (NHS), there have been 1,914 referrals to specialist clinics in the latter half of 2024. This is up from only 836 during the same period in 2023.
Terry Broughton is among the people who have been contacted about their betting activity. He explained that he has been in contact with Santander via live chat after receiving the email and asked whether the bank sends similar emails to people who spend money at pubs or shopping. The bank employee was unsure how to respond and described the email as a generic one sent out by Santander.
Broughton explained that he understands problem gambling but he thinks the bank sending emails like this is “way over the top.” He further said that for most people, gambling is a small escape, a hobby, and something they enjoy. According to him, it seems absurd for a bank to reach out about their gambling activity.
What Did Santander Say?
According to a spokesperson, the bank is committed to supporting any customers at risk of harm, including from gambling. Santander works closely with charities and people with lived experience to ensure a “supportive and proportionate approach.”
A range of different customer circumstances and behaviors are considered when targeting our communications. We have communicated in this way for a number of years with customers who may be at risk of financial harm.
Santander spokesperson
They further explained that the bank gives broad consideration to the UK government’s Gambling Act review and the ways in which the gambling landscape has evolved in the digital age. Their communications are intended to provide support and information, helping customers make informed decisions rather than actively preventing any activities or behaviors.
Finally, the spokesperson stated that the initiatives are driven by the financial sector and that Santander supports the additional choice and autonomy the tools give customers. Furthermore, the use of such tools does not affect the customer’s credit rating.
