Supporting the needs of all our customers
We support our customers no matter what their needs.
Finding the support you need
Whether it’s money worries, a life event, accessibility requirements or something else, we’ll always do our best to help however we can. We’ll always try to support you through temporary challenges and help manage any longer term needs.
Explore the ways we can provide additional support in the table below.
| How we, or other organisations, can help with money worries | ||
|---|---|---|
How we, or other organisations, can help with money worries Dealing with the unexpected | Get in touch with us as soon as you have any money worries. We’ll discuss the issue in a sensitive manner and explore your options going forward. | You can visit our money worries hub to learn about the next steps or get in touch with our Customer Support team right away. |
How we, or other organisations, can help with money worries Additional help and support | For additional help, we recommend you contact an organisation that specialises in helping those with financial troubles. | |
| How we can help you deal with a major life event | ||
|---|---|---|
How we can help you deal with a major life event Contacting us | If you need to contact us during a major life event, you can do so via our in-app chat, on the phone or via email (8am–8pm, 7 days a week). | Visit our contact us page to find all the ways you can get in touch. |
How we can help you deal with a major life event Specialist support | If your circumstances have changed, such as a job loss, moving abroad, divorce, marriage or something else, our Customer Support team will try to help. | Visit our contact us page to find all the ways you can get in touch. |
How we can help you deal with a major life event Bereavement | If you need to tell us that someone has died, we can support you. | Get in touch with us and we’ll assign a dedicated member of our team to help you through this difficult time. |
How we can help you deal with a major life event Other life events | If there has been a significant change in your life that you need to discuss with us, get in touch and we’ll see how we can help. | Visit our contact us page to find all the ways you can get in touch. |
| How we can help you manage your day-to-day money better | ||
|---|---|---|
How we can help you manage your day-to-day money better Helping you understand your money | We take a proactive approach by ensuring our products are simple and transparent. We also upload all your documents to the Vault in your app, as well as notifying you of any changes we make. | We have lots of FAQs that may answer many of your questions. You can also contact us and our team will be happy to clarify anything. |
How we can help you manage your day-to-day money better Helping you develop your financial skills | You will find lots of helpful advice and tips on our blog, including articles on savings, mortgages and business finance. | Visit our blog to find out more about developing your financial skills. |
| Support if you have a disability or a physical or mental health condition | ||
|---|---|---|
Support if you have a disability or a physical or mental health condition Accessing cash | If you have savings with us, the options to withdraw your money depend on the type of account. | Visit our FAQs to find out more about accessing your money. |
Support if you have a disability or a physical or mental health condition Using your account | Our app is available for iOS and Android devices, via the Apple App Store and Google Play Store. It supports native accessibility functionality, including voiceover and font settings. We offer three ways to verify and log in to the app via password and voice and face biometrics once you’ve registered with us. You can also access our in-app chat option for easy access support. | Visit our app banking page to find out more about our app and where to download it. You can also read more about our biometrics here. |
Support if you have a disability or a physical or mental health condition Accessing information | Should you have any accessibility needs, want to talk to us about a disability or impairment or require additional support, you can speak to our Customer Support team, who will be happy to help you. | Visit our contact us page to find all the ways you can get in touch. |
Support if you have a disability or a physical or mental health condition Allowing someone else to help you use your account | If you would like someone else to assist you in using your account with us, we can add a trusted family member or friend to speak to on your behalf. We can do this whether you have a formal Power of Attorney arrangement in place or not. Make sure you have their contact details at hand then get in touch with our Customer Support team and they will help to arrange this. | Visit our contact us page to find all the ways you can get in touch. |
Support if you have a disability or a physical or mental health condition Ways to interact with us | You can contact our customer service team via in-app chat, email or by phone. They’re ready to help from 8am–8pm, 7 days a week. | Visit our contact us page to find all the ways you can get in touch. |
Support if you have a disability or a physical or mental health condition Registering a power of attorney (POA) to your account | A power of attorney may be able to be registered with us to allow someone else to be able to operate an Atom account(s). Once set up, an attorney will be able to access information about the donor's account and, in some circumstances, we may restrict what the donor is able to do. | Please call our Customer Support team on 0333 399 0050 to discuss setting up a POA. Note: we can’t arrange this through our app chat for security reasons. |
Support if you have a disability or a physical or mental health condition Adding a third party to your account | We may be able to add a named third party to your account at your request. The nominated individual should be someone you trust, as we will provide them with your account information. Please note: your trusted nominee won’t be able to conduct any actions on your account or access the app. | Please call us on 0333 399 0050 to discuss setting up a nominated third party. |