Complaints Data

01/10/2020 to 31/03/2021

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.

Customer service advisor, on the phone, helping a customer

Savings

Statistic	Figure
Provision (at reporting period end date)	89,938
Number of complaints per 1000 accounts	4.73
Number of complaints opened	425
Complaints closed within 3 days	244
Complaints closed after 3 days but within 8 weeks	169
Complaints closed after 8 weeks	12
Total complaints upheld	135

Other banking - Business Banking Unsecured Lending

Statistic	Figure
Provision (at reporting period end date)	N/A
Number of complaints per 1000 accounts	N/A
Number of complaints opened	21
Complaints closed within 3 days	2
Complaints closed after 3 days but within 8 weeks	19
Complaints closed after 8 weeks	12
Total complaints upheld	7

Retail Mortgages

Statistic	Figure
Provision (at reporting period end date)	12,390
Number of complaints per 1000 accounts	8.94
Number of complaints opened	110
Complaints closed within 3 days	55
Complaints closed after 3 days but within 8 weeks	53
Complaints closed after 8 weeks	2
Total complaints upheld	41