Complaints Data

01/10/2022 to 31/03/2023

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 groupingProvision (at reporting period end date)Intermediation (within the reporting period)Number of complaints openedNumber of complaints closedPercentage closed within 3 daysPercentage closed after 3 days but within 8 weeksPercentage upheldMain 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