Complaints Data
01/10/2022 to 31/03/2023Here 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 |
|---|---|---|---|---|---|---|---|---|
Product/service grouping Banking and Credit Cards | Provision (at reporting period end date) 3.5 per 1000 accounts | Intermediation (within the reporting period) N/A | Number of complaints opened 1040 | Number of complaints closed 1004 | Percentage closed within 3 days 36.65% | Percentage closed after 3 days but within 8 weeks 53.49% | Percentage upheld 41.14% | Main cause of complaint opened Other General admin / Customer Service |
Product/service grouping Home Finance | Provision (at reporting period end date) 27.47 per 1000 account balances | Intermediation (within the reporting period) N/A | Number of complaints opened 389 | Number of complaints closed 368 | Percentage closed within 3 days 21.48% | Percentage closed after 3 days but within 8 weeks 65.22% | Percentage upheld 52.45% | Main cause of complaint opened Other General admin / Customer Service |