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Another Banking Brand Bites The Dust

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By

Stuart J Watson

From the Fool blog

Christmas comes early for Centrica investors

Published in Your Money on 15 July 2008

Alliance & Leicester will soon be bought by the Spanish owner of Abbey. Will this mean the end of its table-topping current and savings accounts?

On Monday, the Spanish bank Banco Santander agreed a 317p per share takeover offer for Alliance & Leicester (LSE: AL). Santander is already quite well known in the UK having bought Abbey in 2004 and this cut-price deal for A&L will allow it to solidify its position.  Its aim is to achieve a 10% share in each market it operates and this deal will take its UK position to nearly 8%.

Sadly, the deal could mean many of A&L’s 8,000 employees lose their jobs. It could also mean another banking brand could soon be on the way out. We’ve seen Northern Rock drastically cut back its operations and the less-lamented FirstPlus closed to new business last week. Now it’s the turn of A&L and it’s very unlikely to be the last casualty of the credit crunch.

A&L has offered a number of excellent value products over the last few years. What will happen to these deals remains to be seen. It’s worth pointing out that Abbey has become a lot more competitive since it was bought out, offering products such as the Abbey Zero credit card, free business banking for life and smartening up its range of savings accounts. But Santander also has a reputation for being a very lean operator and there are reports that Abbey’s customer service has suffered as a result.

Current accounts

A&L’s range of Premier current accounts would arguably be the biggest loss if it was to get the chop. It pays credit interest of up to 8.5% AER for the first year and a good rate thereafter. It also offers the best-value overdraft deal with no interest charged on agreed overdrafts and monthly charges limited to £5 that kick in after the first year.

Almost a quarter of a million people opened a Premier account last year and it has allowed A&L to steadily increase its share of the current account market to almost 3%. Abbey has boosted its current account range recently but it's not quite as attractive as A&L’s.

Savings accounts

A&L has a reasonable range of savings accounts but has regularly topped the tables when it comes to regular savings. Its current offer of 12% AER is only open to those who also open a Premier current account. One of its biggest competitors in this niche market is.... you’ve guessed it... Abbey.

Personal loans

Along with current accounts, A&L has also been very strong in personal loans recently, particularly through its Moneyback Bank operation. It lent out £2.3bn in 2007, which was almost 7% of all personal loan advances.

However, having topped the Best Buy tables for a few years, it’s slipped down the rankings slightly in the last twelve months. Moneyback’s current offer of 7.6% on loans of £7,500 and above is still pretty good but can be beaten.

Mortgages

A&L has been a cautious mortgage lender over the years and its arrears are a lot lower than the industry average. It’s the nation’s ninth largest lender but Abbey is the second with a mortgage book three times its size.

Santander is proposing to move much of A&L’s back office operations to its new IT systems and this has sparked fears that the flexible features of A&L mortgages could be one of first areas to get the chop. However, A&L mortgages could become more competitive as a result of the lower funding costs it can access once it’s part of a bigger bank. Santander current market value is some £55bn, making it the same size as Barclays (LSE: BARC), HBOS (LSE: HBOS) and Lloyds TSB (LSE: LLOY) put together!

Shareholders

A&L has half a million shareholders who own 250 shares or less. They’ll get one Santander share for every three A&L shares they currently hold. A low-cost dealing facility will probably be made available for those who don’t want to hold shares in a foreign bank. About a quarter of Abbey’s 1.6m shareholders used such a facility when it was taken over but the remainder have done well from hanging onto the shares.

The current price of the deal is some way below A&L’s 542.5p float price from way back in April 1997. It’s also reckoned to be half the price Santander was interested in offering late last year and less than a quarter of the price Credit Agricole might have paid when it expressed an interest in a bid back in 2006. Still not many people are expecting a competing bid, despite the low price on offer as other potential suitors will be constrained either by cash or competition concerns.

We’ll have to wait and see how this takeover pans out. But the loss of many of A&L’s products would certainly be a step back for the UK’s otherwise competitive financial marketplace.

More: I'm Not Buying Banks

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Comments

The opinions expressed here are those of the individual writers and are not representative of The Motley Fool. If you spot any comments that are unsuitable hit the flag to alert our moderators.

ONscotland 16 Jul 2008, 7:28am

I for one won't miss A&L and the staff in their call centre that I have spoken to were really awful - customer service isn't something A&L are big on. Good riddance, really.

Dhahran2001 16 Jul 2008, 8:03am

This is one of the best written articles that has appeared on TMF for quite a long time and inclusion of the SEDOL codes(LSE.AL)is a nice, useful, touch.

waveydavey1 16 Jul 2008, 8:20am

hi does this mean if i have a mortgage with them i may get a payout??? or does it not work like that anymore!

moleylabbie 16 Jul 2008, 8:28am

Oh dear, at the rate we're going they'll only be a few banks left - hardly a competative market!

I'm an Abbey customer and I do agree with the comments that since it was taken over by Santander it's customer service has been awful (not that it was that good to begin with in certain cases!). They've made really silly errors that always seem to get blamed on their IT system. Hmm the article above says they want to change over A&L to this system = trouble. I just hope things work out better for A&L customers then it did for Abbey's!

metalig 16 Jul 2008, 8:37am

erm: "agreed overdrafts and monthly charges limited to £5 that kick in after the first year."
that's not true I have been charged from joining them and charged £25 because the cheques clear a day before money went in making me £2 or £3 overdrawn beyond my limit which is usurious to my mind - how can you know exactly when a cheque is going to clear?

and as for A&L call centre @ least they're in england! although scouse can be just as hard to understand!

Hitman101 16 Jul 2008, 8:58am

I'm somewhat unclear and curious on whether A&L customers whether in debt (loans) or credit will actually benefit from this. I do recall that most of the former building societies like halifax when they converted to banks and floated on the stock exchange (I hope I have this terminology correct!) many of the customers made a mint out of the deal. I unfortunately was never in the right place (building society) at the right time and rarely had enough money long enough for it to make a difference!

If all that's going to change is a merging of the two Satander UK subsiduries, a loss of all their half decent product and a drop in the quality of service such as it is, then I am tempted to jump ship.

I think now that those banks are both owned by the Satander, we can now no longer count on separate support from the FSA.

Debsandco 16 Jul 2008, 9:17am

It will be sad to see another bank disappear! I have been an Alliance & Leicester customer for many years - way back to when they merged with Giro Bank. My biggest complaint with them has been, taking a months interest from my savings account when I had the audacity to make a withdrawel! But that said the call centre staff have always been helpful - and as previously said they are in England.

51mac 16 Jul 2008, 9:54am

What worries me somewhat is that Alliance and Leicester operate a lot of payment systems for example, the Inland Revenue Giro payments, and manyother sensitive institutions. What is going to happen to data, and its privacy? How do we enforce the Data Protection Act to foreign owner companies? All that hoo-hah about data getting lost and going astray, well, we ain't seen nothing yet! All your tax, National Insurance, credit details, etc., available to a Spanish Bank? VAT details of you are in business? The mind boggles.

satch495 16 Jul 2008, 10:00am

Don't forget that A&L allows you to deposit at your local post office free of charge which is a big bonus if you live in the country. You can also draw cash out at the Post Office. It would be a shame to lose this service in a cost cutting exercise.
Satch495

LibranLady 16 Jul 2008, 10:06am

I have and A&L online savings account - how will that affect me?

pjpunter7 16 Jul 2008, 10:10am

Can anyone explain in general terms what goes on with the banks?

I seem to have been reading about record bank profits for years, with two outfits that got the thumbs up regularly on money boards being A&L and Northern Rock.

Also, still in my dim and distant memory are the horror stories about the dangers of poor Spanish workers swamping the UK, if allowed by Brussels.
Since then, I've seen a Spanish takeover of a couple of banks, Heathrow airport, and the European cup ( soccer)!

What's the real truth?

I'm just wondering whether we can afford to trust anything that business experts tell us. Things ain't always as they seem, perhaps?

trappy54 16 Jul 2008, 10:20am

I've been woth A & L most of my working life, but now is the time to change. I think I'll try the Co-op.

innyminy 16 Jul 2008, 10:34am

I have been banking quite happily with A&L for a number of years. I like the post office access, and have rarely had a problem with the customer service. In fact they've generally been quite good about refunding charges if I've accidentally gone over my limit by a few pounds.
Starting to feel a bit worried now about this takeover news......

dogzandi 16 Jul 2008, 10:47am

This is disastrous news. Having been an Abbey customer for years I was one of those who switched to the A&L and with an overdraft free interest of £1500, which obviously I make use of, what could be better and generally I have had no complaints with my new provider. I certainly had a sleepless night last night knowing that those buggers at the "habit" have once again done a gotcher! Maybe time to agree with granny and stuff if back in the mattress!

mrsprinny 16 Jul 2008, 11:01am

For many years I have been an A&L customer and was one of the original Girobank customers. I have remained loyal as the bank has easy access via the Post Office to money and in my opinion good customer service. I have only had cause to complain once in 24 years!! Lets hope Santander don't just asset strip.

joesop90 16 Jul 2008, 11:05am

The writing was on the wall since the day building societies became Banks!Far too many of them now.And branches will close buy the dozen...especially now that we use the internet.

rowlystravel 16 Jul 2008, 11:48am

oh well, hopefully the rise of the credit union will dampen the market consolidation that appears to happening.. And Santander will asset strip, they have done it in every country so far including aft er they took Abbey, a friend of mine was a victim of that

Trurotrash 16 Jul 2008, 11:49am

If A&L have been a cautious lender how come they ended up being taken over?

fenemore 16 Jul 2008, 12:07pm

When it happened to Abbey - I joined the queue down at the local branch to close my account. Yesterday in town the queue outside A&L was out of the door and around the corner - all with one purpose.

You had hardly blame them - who wants to have anything to do with a Spanish bank. It wouldn't be so bad if British banks had free reign to snap up Spanish institutions, but it is just a one way street - their Government intervenes to block such foreign aquisitions. That breaches EEC rules - but as WE are the ONLY country that bothers obeying rules, it is always the poor old UK that suffers every time.

You try and find an energy company that is wholy owned by a UK Company? Whilst you are at it, try and find an energy company in ANY OTHER COUNTRY that is owned by a British institution - you will have your work cut out.

This island has a great big "FOR SALE" sign over it - and we sit fat, dumb & happy, apparently oblivious to this inequality...!

McLeodC 16 Jul 2008, 1:26pm

I've held shares in Santander since they took over Abbey, and I think their shareholder relations management is excellent. If other companies did so well, they might not be so vulnerable to takeovers.
Santander even pay a generous rate of interest on any cash balance held in their Shareholder Accounts (dividend reinvestment plan). OK, it's not a lot of money for each individual shareholder, but I don't know any other company that doesn't just pocket the interest for its own coffers.
I look forward to replacing my A&L shares with Santander ones - it's a shame I'll only receive half as many as I might have done six months ago, but I doubt if any other banks are able to make a better offer now.

BigBoyUK 16 Jul 2008, 2:38pm

I banked with Abbey National/Abbey for over twenty years and their customer service was great until they were taken over by Santander. Since then my local Abbey branch has been understaffed, telephone support takes forever, and their online banking is impossibley inadequate.
In view of this, earlier this year, I moved my current account to Alliance & Leicester and until now their service has been excellent.
Had I known Santander were about to take them over I might have chosen a different bank to switch to, we will just have to wait and see what happens next, but I suspect I will be switching again soon!

taffo 16 Jul 2008, 8:03pm

Will this be another loss for your local
post office at the moment we can draw and
deposit cash.

tryanew 16 Jul 2008, 8:32pm

My own experience of A&L led to a complaint to the Financial Watchdog. I think there administration and attitude is deplorable. I would not use them whatever their rates - unless the existing management were sacked.

ThoseRobinBanks 16 Jul 2008, 9:17pm

Just had the unfortunate misfortune to have to contact A&L customer (non)services. Everything seems to be computer generated automated replies that fail to answer the actual queery. They took money to pay my mortgage while the letter to confirm that it was fully paid up was in the post. Telephoning gets a polite "I'll pass it on to the relevent dept". A letter gets no reply (12 days now). E-mail gets me information on how to cancel a standing order but no mention of how and when my money will be returned to my account. I think it's time to say good riddance to A&L after 15 years, but the choices of replacements look extreemely limited.

jeanius43 16 Jul 2008, 10:13pm

Firstly, i find it quite weird that this morning i got a letter offering me a good deal on my Current A/C with A&L with them knowing they were being taken over.

Secondly, i think we're letting too many Foreign companies take over our Banks etc.
It's about time it was stopped as we can't buy any other country's resources out - even if we had the money!!

das104 16 Jul 2008, 10:15pm

I for one look forward to welcoming Santander and to see what difference they will make. A & L Bank customer service is appalling. I was recently told by a Manager in their Liverpool office they do not escalate calls over the Telephone and she will be closing my complaint and if I don't like it to call the FSA, I did and just received today an apology letter and compensation from a red faced A & L.

I would certainly welcome customer service more in line with A & L Credit Cards (which is currently ran by MBNA Europe). Even though you may wait in a queue to be answered it's well worth it as they are courteous, fast and very effective and most of all know what they are doing - what more can you ask for?

debs0371 16 Jul 2008, 10:50pm

Cant say I found A&L 's service inspiring. I had a personal loan with them and a good credit record, then unfortunately I had to take some unpaid leave from work. This adversely affected my finances and tho I ensured important stuff like mortgage, food, child care, etc was paid, I did fall into about £1000 arrears on the loan and also got into difficulty with a couple of credit cards. Not earning a low enough salary to qualify for any government assistance, I kept A&L fully informed of my situation and (4 months later) when things were starting to improve financially I tried to negotiate with them to start making full normal repayments on the loan with a little extra to gradually repay the arrears. They refused this offer and stated they wanted the full arrears repaid within 2 months and for me to make full normal payments during that time. Agast I explained I was financially unable to do that but they refused to acknowledge any other payment suggestion. I understand that I had broken my loan agreement but there were circumstances to why that happened. Plus it wasnt as if I was trying to get away without paying!! When I wasnt able to comply with their unreasonable demands, they issued a ccj, so I am now affected adversly by A&L's behaviour. By the way, i dont smoke, rarely drink / go out, run about in designer gear, etc, so my money isnt being frivolously!!!

caz84 16 Jul 2008, 11:24pm

I changed to A&L just over 12 months ago to take their 8% isa offer, everything was great until this year. Called them to check out what my rate was going to reduce to at the end of the offer as was considering transferring to Abbey's 6.25% isa and transferring an old isa from elsewehre. Was told i would get the same as abbey and could transfer my old isa too and they would send me a transfer form for the old isa. With getting this info from the Savings Ac advisor i started to use my isa allowance for this tax year.

A week later realised not recieved the form, called again and was told the info given was incorrect, advised i wanted to make a formal complaint only to be told their customer relations only deals in writing. Didn't think this was right so called local branch, they advised couldn't escalate my complaint and would need to call the place i called when got the info.

Found their cust relations number online rang that and made a complaint. Week later called for an update to be told nothing had yet been looked into and they have 56 dyas to investigate. Rang every other week to still be told nothing had even been looked into yet. Then to top it off found out the rate i'd been quoted of 6.25% was wrong and was infact getting 4.75% !

Cut a long story short it gto to the 56 day ruling (the date u can formally go to ombudsman) gave a&l a chance they still hadn't even looked into my case so taken the matter forward.

It's not been 3 months since i made my original complaint (middle of april) and after calling them to be told yet again that after 3 months nothing had been looked into whatsoever, I posted off all the info to ombudsman, only for 3 hours later a&l call to say they had finally found the call and listened and agreed i had been misadvised with the rate quoted adn that i could transfer my other isa to them, a week later still no response with what's happening so i'm just leaving it to the ombudsman.

Oh and the reason why a&l customer relations hadn't looked into it - a new product had received a unprecedented interest so they had to pull staff from other areas to cope with the processing and demand.

With a&l it seems only new customers are worth bothering for -especially if they pull staff form customer relations to do sales associated work!

Jennyhart55 17 Jul 2008, 6:18am

I'm upset since hearing the news, Abbey made a complete mess when they changed over to the spanish bank allowing online banking accounts to be accessed by all last year, allowing £1000 to be taken from my account and my cards that I paid by dd were fraudulently used, I changed to A&L - looks like I'll be on the move again Nationwide seems a good option

pistnbroak 17 Jul 2008, 7:00am

I have been with A&L for several years now. I had a Premiere account but following a period of unemplyment I could not continue to deposit the required amount of funds into the account every month, therefore I was put onto a standard account. I am regularly overdrawn and I do get charged only £5 every month, which I find quite acceptable in terms of charges.

In regards to charges, I have also been charged many times by A&L for various things and therfore waiting to see what steps to take on reclaiming unlawful charges. however, does this takeover by Santander affect any claims I make with A&L?

littlecath 17 Jul 2008, 11:14am

I've been with A&L for years (previously Girobank) and have no complaints. 24 hour telephone banking is great, as previously mentioned the post office services are also useful. I've had no problems with the customer service any time I've rung up (usually around 11pm!). I'll be sorry to see them go.

nikhow 18 Jul 2008, 1:02pm

Like mrsprinny, I have been with National Giro since I was 17 ! That makes it 35 YEARS !!!
Fantastic Service and ZERO charges for all that time.
Oh well, just another Public Service made Private and sold to foreigners.
Mortgages, savings and the best current accounts with NO CHARGES. YOu have much to live up to Santander or I'm off elswhere.

Elstreen 18 Jul 2008, 6:37pm

I have been very happy with A&L for the past 10years. They have been helpful, efficient and internet banking has been hassle free. I now feel so let down that so many valuable customers have no value and no voice.It would have been just bottom line good amnners to have been told by A&L. Why are we, the people who have the power i.e. our money in thir banks, not being allowed to have a choice. I have current account, savings and mortgage in A&L..are they going to help us choose another option?Very little choie..all the biggies are non-starters. Any ideas from anyone?

angelajones 26 Jul 2008, 5:07pm

I have just opened a premier 50 account + travel ins. + medical cover + £25 to myself and to the person who reccommended them. They assured me nothing would change. Also told me that as a shareholder in A&L I would get to vote on this - although so far this hasn't happened. Have I missed this opportunity to fight off Santander?

I also have an account with Abbey - who - after a great deal of discussion on the phone and having to call back 3 times as they hung up on me - on Friday told me I didn't exist!

Had to go to local Abbey branch and prove I do. Staff in branch v.helpful and also dislike Santander telephone system - apparently if you dial the number and just hold on you can talk to a real person!

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