Complaints Data
01/10/2024 to 31/03/2025
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.
| Product/service grouping | Provision (at reporting period end date) | Intermediation (within the reporting period) | Number of complaints opened | Number of complaints closed | Percentage closed within 3 days | Percentage closed after 3 days but within 8 weeks | Percentage upheld | Main cause of complaint opened |
|---|---|---|---|---|---|---|---|---|
| Banking and Credit Cards | 0.66 per 1000 accounts | N/A | 224 | 202 | 72% | 27% | 40% | Information, Sums / Charges or Product Performance |
| Home Finance | 5.37 per 1000 account balances | N/A | 99 | 72 | 67% | 31% | 44% | Other General admin / Customer Service |