Santander criticised for anti-gambling emails sent out to customers

IMAGO

High street bank Santander have been criticised for contacting customers in relation to their gambling habits. 

Users have recently been greeted with emails from the bank regarding their recent ‘high gambling activity’. 

The emails also contain links directing customers to safer gambling tools, even though many have recorded net profits for that month. 

Santander have been criticised as a result, with many describing the emails as a “massive overreach” and in infringement of their privacy. 

The Racing Post spoke to Terry Broughton, who was among the people who had been contacted in relation to his betting activity. 

He said: “I have been on live chat to Santander after receiving the email and asked if they send emails to people who spend money in the pub or shopping and they don't know what to say to you. They described it as a generic email they send out but it was clearly focused on gambling, and in my view, it is a load of rubbish.

“I understand about problem gambling and it is important there is help available for people who need it, but this is way over the top. I've never had an email of this kind before and it came right out of the blue.

“For most people gambling is a little release - it is a hobby and something that people enjoy - so it seems madness for a bank to get in touch about your gambling activity.”

The criticism follows a recent recommendation from the National Institute for Healthcare and Excellence (NICE) that GPs and healthcare assistants ask about gambling habits during health checks. 

This is due to the rise of problem gambling in the UK. The NHS reported 1,914 referrals were made to specialist clinics in the second half of 2024, despite only 836 being made during the same period of 2023. 

The Gambling Commission annual report for 2023-24 found unhealthy gambling habits to be most common in the 35-44 age group, though 1.5% of 11-17 year-olds were also described as problem gamblers. This marks a 0.4% increase from the previous year. 

Students appear particularly at risk of developing an addiction. The report found 17% used their loans to gamble and one-sixth were described as problem gamblers.

Minister for gambling Baroness Twycross heaped praise on NICE’s recommendation, underlining the need for a variety of support options.

She said: “We welcome this guidance from NICE on identifying, assessing, and managing gambling-related harms, which will support those experiencing harmful gambling to get access to the right support.

“We know that clinical treatment is not necessarily right for everyone, but it is important that there is a full spectrum of support as we strengthen treatment options.”

The UK Government is seeking to address the issue through the imposition of a mandatory levy on casinos and bookmakers, which is expected to raise £100m per year. Funds will then be directed towards treatment and prevention measures, as well as the conduction of further research. 

The levy is expected to be put in place on 6 April of this year.