Santander Faces Criticism Over Emails About Customer Gambling Habits
Santander, a major UK bank, has been sending emails to customers regarding their gambling activity. Many recipients view this as an overreach and a violation of privacy. The bank argues that its approach aims to provide support and awareness, aligning with broader efforts to address problem gambling in the UK.
Customers React to Gambling-Related Emails
Santander customers have reported receiving emails warning them about “high” levels of gambling activity.
Many consider this a significant intrusion, especially as the messages include links to safer gambling tools. Some recipients, who reported net profits from gambling, questioned why they were being targeted.
Santander is one of 11 banks listed by the UK Gambling Commission that offers gambling-blocking tools.
The backlash follows recommendations from the National Institute for Healthcare and Excellence (NICE), which suggests that health professionals should ask patients about gambling habits during check-ups.
Rise in Problem Gambling Cases
The UK has seen an increase in problem gambling cases, leading to stronger intervention measures.
The National Health Service (NHS) recorded 1,914 referrals to specialist clinics in the second half of 2024, compared to 836 during the same period in 2023.
These figures highlight growing concerns over gambling-related harm.
Customers Challenge the Bank’s Approach
Terry Broughton, one of the recipients of Santander’s email, contacted the bank to question its policy.
He asked whether similar messages were sent to customers spending heavily at pubs or shops. The bank employee was unable to provide a clear response, describing the email as a standard notification.
Broughton acknowledged concerns about problem gambling but called the emails excessive. He argued that, for most people, gambling is a hobby and a form of entertainment.
He found it surprising that a bank would intervene in personal spending habits.
Santander Defends Its Actions
A Santander spokesperson stated that the bank aims to support customers at risk of financial harm, including from gambling.
The company works with charities and individuals with lived experience to develop a responsible and balanced 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.”
The spokesperson added that the bank takes into account the UK government’s Gambling Act review and the evolving digital gambling landscape.
The goal is to provide information and support rather than restrict customer choices.
Additionally, Santander emphasized that these initiatives originate from the financial sector.
The bank supports tools that give customers greater control over their spending while ensuring that using such options does not impact their credit rating.
