Complaints Data

Here at Atom bank, we try to put our customers at the heart of everything we do, but that doesn’t mean we get things right every time. On occasion, we might make a mistake that leads to a complaint being submitted. We take these very seriously, so we try our best to rectify the situation and use the lessons learned to make our bank better.

Below, you can find a breakdown of the complaints we’ve received over the past six months, including the number we’ve received and how quickly we dealt with them. We submit this data to the Financial Conduct Authority (FCA), which regulates us as a bank.

Complaints data split by product/service grouping

Metric	Banking and Credit Cards	Home Finance
Provision (at reporting period end date)	0.72 per 1000 accounts	4.26 per 1000 account balances
Intermediation (within the reporting period)	N/A	N/A
Number of complaints opened	254	81
Number of complaints closed	259	81
Percentage closed within 3 days	83%	68%
Percentage closed after 3 days but within 8 weeks	16%	32%
Percentage upheld	29%	43%
Main cause of complaint opened	Information, Sums / Charges or Product Performance	Other General admin / Customer Service