Santander has today announced plans to close 44 branches as it continues to transform its branch network in response to changing customer behaviour. Closing branches will be replaced by Community Bankers, operating either from a Santander Local or, where required, a Banking Hub, to provide ongoing face-to-face support for communities. 

Following the changes, the refreshed Santander branch network will consist of 305 branches including 244 full-service branches, 19 counter-free branches, 36 reduced-hour branches, and six Work Cafés, alongside 111 Santander Locals. 

Santander Locals provide face-to-face support for customers in areas where a branch has been closed, and a Banking Hub is not required. Located in local community spaces, such as a library or community centre, they are staffed by Community Bankers who provide money management and general banking support to customers on a weekly basis. Along with Santander Locals, Community Bankers also attend local Banking Hubs.  

Investing for the future

Following the successful opening of its Oxford Work Café last month – the largest to date at 1,000m2 - Santander will continue to invest in more Work Cafés across the UK, with plans to open additional sites later this year.  The popular Work Café concept, which Santander is rolling out globally, provides a distinctive banking experience for local communities and businesses. The vibrant hubs host hundreds of events each year, from money management drop ins to SME networking sessions, and events specifically tailored to support local people and businesses. Along with accessing traditional banking services, customers and non-customers alike can also benefit from the co-working space, superfast WiFi, and dedicated event space – all for free.

The bank continues to invest tens of millions of pounds in its branch investment programme and over the last six years has refurbished over 220 branches, with more than 30 branches due to be completed over the coming year. By the end of 2026, approximately 80% of the bank’s network will have been refreshed. The updated branches include a digital self-serve room providing customers with privacy as well as the space to talk to specific teams and access online banking. Alongside this, the bank will be refreshing its ATM estate, with new ATMs using the latest technology to support customers.

The bank also continues to enhance its mobile banking app, online banking service, chat service and telephone banking facilities to support its customers and has won three industry awards for the accessibility of its mobile banking app in the last 18 months. It is continuously improving its digital services and following customer feedback, has this year added a range of new features to its banking app including the ability for customers to search transactions, pay credit cards through Open Banking and customize their own app homepage, further improving the experience of the bank’s seven million customers who choose to bank digitally. 

Changing customer behaviour
 
Santander has seen a rapid increase in customers choosing to do their banking digitally, with 96% of all transactions now being completed in digital channels1. Since 2019, there has been a 64% rise in digital transactions, while financial transactions completed in branches reduced by 66% in the same period. Over the last year alone, there has been a 13% decrease in the volume of financial transactions taking place in branch.2

In addition, since 2019, the bank has seen3: 
•    83% of current accounts opened digitally 
•    67% increase in mobile banking users
•    109% increase in mobile banking app transactions 
•    70% increase in mobile logins

A spokesperson for Santander UK, said: “In response to a continuing and sizeable shift towards customers using digital banking, we are making changes to our branches to better support our customers. We will continue to invest in both our branch network - comprising of full-service branches, counter-free branches, reduced-hour branches, Santander Locals, and our increasingly popular Work Cafés – as well as our digital banking services, so we can be there to support our customers however they choose to bank with us.” 

Balancing digital investment with human connection 

All Santander current and business account holders can also bank using one of over 11,000 Post Office branches nationwide and more than 200 Banking Hubs. All branches that are closing are within 1.4 miles of the nearest Post Office. 
To support the changes, Santander will be proactively contacting all potentially vulnerable customers by phone and will assist those customers of closing branches to find other ways to bank that best suit their needs, including help to find alternative branches and access digital, telephone and Post Office banking services. A dedicated phone number is available to provide customers with help and information on the closures (0330 678 2469). 

Approximately 291 colleagues would be placed at risk of redundancy if the proposals proceed after consultation with the unions has been completed, however there will be a number of redeployment opportunities that impacted colleagues can apply for. Support will be provided to those colleagues, including assistance in finding redeployment roles within the bank, access to specialist outplacement support, and dedicated well-being support. A 24-hour Employee Assistance Helpline is also available for colleagues.