How to complain to Atom
We're sorry we didn't meet your expectations. We value your feedback and will try to resolve your complaint fairly, impartially, and promptly. We'll also use what we learn to improve our services.
How to make a complaint
Atom bank, PO Box 105, Blyth, NE24 9DU
Use the app
Log in and select the Help button to send us a message directly.
What happens after you complain?
We'll do our best to resolve your complaint within three business days. If we can find a satisfactory resolution, we'll send you a written summary confirming it.
If we need more time to investigate, we'll send you a formal written acknowledgment. We may also contact you for more information to help us resolve the issue completely.
Once we finish investigating, we'll send a final response. This will detail our understanding of your complaint and the outcome.
How long does the complaints process take?
We aim to resolve most complaints within 15 business days. If it's going to take longer, we will keep you updated.
- For general complaints: we’re required to provide a final response within eight weeks.
- For payment service complaints (e.g. about an electronic payment to or from your Atom savings account): we will resolve it within 15 business days. In exceptional cases, this may take up to 35 business days.
Not happy with how we resolved your complaint?
We're committed to fairly addressing all complaints, if you are unhappy with the outcome or if we have taken longer than the required timeframe, you can contact the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service is a free and easy-to-use service that settles complaints between customers and businesses that provide financial services. They aim to resolve disputes fairly and impartially.
Referring your complaint to the FOS is free. You must do so within six months of the date on our final response letter.
Atom complaints data
You can view our complaints data at any time.
In the data, you’ll find a breakdown of the complaints we’ve received over the past six months. It includes the number of complaints we’ve received and how long we took to resolve them.