Frequently Asked Questions
We’re a very open bank, so whenever you ask us a question we’ll try our best to answer it (ideally it’ll be about banking though). Simply browse the FAQ topics below to find your answer, and if it’s not listed here, get in touch.
All about Atom
Yes, we are! We’re a licensed bank that is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and PRA.
We’re also covered by the Financial Services Compensation Scheme (FSCS) so any savings with us are covered by up to £85,000 — you can find more information here.
We are an app-based bank, so we don’t have any branches, which is why you won’t have come across us on your local high street.
Whether you want to make the most of your savings, apply for a mortgage or take out a loan for your business, we provide simple products that will deliver ease, speed and value right to your device.
Want to hear more? Visit our About Us page to see what we’re all about.
We’re the UK’s first app-based bank. We’re taking on the establishment and you can be a part of our journey.
If you want to join one of the UK’s most innovative fintechs, working on the latest tech and be part of one of the top 20 places to work in the North East, then take a look at www.atombank.co.uk/careers/.
Atom is a bank that’s all about you.
Welcome to the UK’s first bank built for mobile that’s taking on the establishment. App-based, customer first, here to make things better for you.
Simply, we’re here to do the right thing by our customers. To stand up against the big banks, to save customers time, offer the best products we can and help you take control of your finances.
And we’ve got a whole bunch of products to help you do just this; from Fixed Savers and Instant Savers to mortgages plus we help SMEs with business loans too.
We’re entirely app-based, so we don’t have any physical branches. This means we save money, so we can pass these savings on to you through our rates.
As one of the UK’s most innovative fintechs, there’s a lot more coming from us – we’re well on our way to creating the most customer-centric bank on the planet.
Wherever is most convenient for you. At home, on the train, in the queue at the supermarket…wherever your smartphone or tablet is, we’re there too. Physically, our HQ is in Durham, and we have a small London office too.
We’re branch-free and proud of it. Because we don’t have branches, we can keep our overheads down and pass the savings on to you with really competitive rates. You simply do all your banking on your smartphone or tablet.
But don’t worry, we’re always here to talk. You can catch our Customer Support Team 7 days a week, 8am - 8pm, on email, app chat, social media or phone.
Atom is a privately-owned company with a broad range of shareholders, including BBVA and Toscafund Asset Management. To find out more, visit our investors page.
Opening an account
Afraid not. We’re an app-based bank, and you can only open an account with us through your smartphone or tablet.
Unfortunately not. You can only become a customer if you’re a UK resident. If you’re going to reside overseas temporarily, you must let us know as you may have difficulties using and updating our app. If you’re going for 3 years or longer, we’ll need you to close your account.
This might have something to do with it’s format. To double-check the format is okay, go to the Royal Mail website and put in your postcode. The website will show your address correctly. Simply copy it when you log in.
You’ll find more info about our mortgages on our Mortgages page, where you can also search for a broker.
Our mortgages are available through brokers. A broker will make sure that you get a mortgage product that’s right for you, even if that’s not with us. You can find a broker here.
Interested in joining a bank that’s built around you? Of course you are. All you have to do is download the app.
You’ll find more info about opening a Fixed Saver account on the Fixed Saver page or you can follow the steps below.
If you’re a new customer, you’ll need to download the Atom app to your mobile or tablet. Once it’s installed, tap on ‘New customer, get started’, view the content about Atom and then browse our Fixed Saver products. Select the product you’d like, read the details and tap Apply.
If you’re an existing customer, log into your app on your mobile or tablet. Tap the menu and select Browse products. Select the product you’d like, read the details and tap Apply.
At least 18 years old.
When you apply for an account you don’t need any paper documents. We just verify your identity electronically through the app. On the odd occasion that we do need more info, we always try and keep it to an absolute minimum.
When you apply to become a customer, we’ll ask you for some personal details so we can verify your identity. The exact details we’ll need will vary depending on what you’re applying for, but will always include information like your full name, address and date of birth.
To complete the identification and verification (‘ID&V’) process, we’ll run an identity search with a credit reference agency. If you apply for a savings product, this will leave a ‘soft footprint’ on your credit file, so won’t affect your credit history. If you apply for a mortgage, it’ll leave a ‘credit footprint’ on your file which means other providers will be able to see that we’ve run a search.
There are times when we may ask you to complete ID&V again (to keep our records up to date if you move house, for example).
Managing your account
Yep — just download the app on your other devices and tap ‘Add a Device’. We’ll email you a unique log-in code to use, then we’ll verify your identity and you’re in.
Yes, you can request that your customer record and any associated data is deleted where there are no additional legal and/or regulatory requirements for us to keep it.
To submit a request, please contact our Customer Support team via email at customersupport@atombank.co.uk.
You can find a full explanation of your data and your rights in our Privacy Policy.
You can’t opt out of Confirmation of Payee (CoP) when you’re making a payment to someone else. But, depending on the circumstances, you can opt out of a payer checking your details before they make a payment to you.
As one of our customers, you are automatically opted into the CoP scheme. This means that any account you move money to or from will be verified to make sure your funds are going to the right place. You will also benefit from the protection the scheme offers against bank transfer scams. We are required to automatically opt you in because CoP works best when banks (and their customers) are all working on the same page.
In some situations, it is possible to opt out of the CoP scheme. You can’t opt out when you are making payment to someone else, but you may be able to when a payer checks your details when making a payment to you. We will assess any opt out requests on a case by case basis. To do so, you can contact our Customer Support team by phoning 0333 399 0050 (8am to 8pm, 7 days a week). We will then get back to you via email within 5 working days with a decision.
If your request is approved, we will opt you out of any further CoP checks being performed on your account(s). If you change your mind, you can get back in touch with our Customer Support team and request to opt back in.
Safe – visit our Security page.
When a loved one dies, dealing with their finances is probably the last of your worries. We do everything we can to make the process as stress-free as possible.
When you get in touch, we’ll ask you to send us a certified copy of the death certificate. If you’re not a customer, we’ll need to check your ID, your passport or driving licence will be ideal. If possible, please have account numbers to hand when you call us, as this will allow us to trace the accounts and get things started for you quickly.
If you have any further questions about our bereavement process, simply call us. Lines are open 8am - 8pm.
We’ll let you know as your Fixed Saver nears maturity via push notification. Once you are three days out, we’ll send you a push notification and an email, then you’ll be able to choose what you want to do via our app.
You have a few options:
Subject to availability, you can choose from the following options:
- Save it all into a new or existing Instant Saver and access it anytime you like.
- Move some of it into a new or existing Instant Saver to access any time you like, and withdraw the rest to an external account.
- Save it all into a new Fixed Saver.
- Move some of it into a new Fixed Saver and withdraw the rest to an external account.
- Withdraw it all to an external account.
Sometimes late to the party? If you miss your three-day window to give us instructions, we’ll automatically move your funds to your Instant Saver (if you have one), otherwise your money will be sent to a Holding Account.
Should your money end up in a Holding Account, you can choose to withdraw it, reinvest it into a new Fixed or Instant Saver, or split between reinvesting and withdrawing at any time. We encourage you to move your money out of a Holding Account quickly as they have a lower interest rate, which means your savings will not be working as hard as they can.
Lots of banks use a name verification service called Confirmation of Payee (CoP) to verify that the payee details you are sending funds to are correct and secure. Before you send funds to your Atom savings account, your bank may ask you for the account number, sort code and account name (payee name) of your Atom Savings Account. Be sure to use your name (e.g. Mrs Jane Smith) as the account name (payee name) and mark the request as a personal account, if asked.
Some account providers require an extra reference to identify their customers’ accounts for added security, known as Secondary Reference Data. You’ll be familiar with this if you have a bank or building society account that has a roll number, or have a mortgage account with a reference number. The reference is usually up to 18 characters long.
When you link an external account to your Fixed Saver, we may ask you to provide this additional reference, alongside your sort code, account number and account name.
We’ll only ask you to provide this reference if we identify that your external account requires it to link the account.
If you aren’t sure what your reference is, please contact your account provider or use another account.
The app
Yes, to use the Atom bank app you will have to register your Face and Voice biometrics, as well as a Passcode.
Once your Atom bank Face and Voice biometrics are registered, you can choose how you want to log in to the app:
- With your device security, such as Touch ID*, Face ID* or Android Fingerprint
- Using your in-app biometrics (Face and Voice)
- Using your in-app Passcode
For some actions, we will ask for an additional layer of security via your in-app biometrics or Passcode, even if you choose to log in via your device security.
*Touch ID and Face ID are registered trademarks of Apple Inc.
Just download the app on your other devices and tap ‘Add a Device’. We’ll email you a unique log-in code to use, then we’ll verify your identity and you’re in. Check out this video to see the process in full.
You can reset your Passcode in our app by following these steps:
- Access the menu (click on the three lines in the top left corner of the main screen), select ‘Settings’, and then ‘Security’. Click on ‘Passcode’ under the ‘Atom Security’ section.
- You’ll then be able to request a security code to be sent via text message to confirm your identity.
- Once you’ve entered this, you’ll be able to update your Passcode by following the prompts.
- We’ll confirm this with another text message and an email — you’re good to go!
If you need to update your Atom Face or Voice in-app biometrics, you’ll need to get in touch with our team on 0333 399 0050 and we’ll be able to reset them.
Once you’ve completed registration and security, you can download the app on your other devices and tap ‘Existing Customer’ followed by ‘Add a Device’. We’ll email you a unique log-in code to use, then we’ll verify your identity and you’re in.
This info is found in Support Information, here’s how to get there:
Log into your app, go to menu and tap Help & Support. Then tap Support Information - you’ll find the version number listed there.
When you open the app, you will have several options to log in with:
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Using your Atom in-app biometrics (Face and Voice) — you’re required to set these up when you first open an Atom bank account.
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Using your Atom Passcode — you’re required to set this up when you first open an Atom bank account.
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Using device security — once you’ve logged in for the first time with the above options, you can go to Settings and enable any device security you have switched on, such as Touch ID*, Face ID* or Android Fingerprint. This will allow you to log in with this method the next time you open the app.
*Touch ID and Face ID are registered trademarks of Apple Inc.
From your hub screen, simply tap on the menu. Then press Log out.
The simplest way to find out if an update is available is to search for the app in the App Store or Google Play Store. If an update is available, you’ll see a button that says ‘Update’ - tap this and the latest version will be downloaded.
We try to support as many devices as possible but as with many other apps, some are too old for us to support.
For both iOS and Android, our app will support the latest version of your operating system, as well as the two preceding versions. Whilst our app may continue to work on older operating systems, we won’t officially support it and it may stop working. It’s your responsibility to ensure you’re using a device compatible with these operating systems for the entire term of any products you have with us.
To check which operating system your device uses: For Android: go to ‘Settings’ then ‘About Phone’. The operating system will be listed here. For iOS: go to ‘Settings’ then navigate to ‘General’ and then ‘About’. The operating system will be listed under ‘Version’.
We’d love to, but there are many different types of mobiles and tablets with so many operating systems that we can’t test them all. We trial our app on the most popular mobiles and tablets so we can make sure you get the best banking experience possible.
We try to support as many devices as possible, but as with many other apps, some may not be compatible, especially if they are getting a little old.
For both iOS and Android, our app will support the latest version of your operating system, as well as the two preceding versions.
To check which operating system your device uses: For Android: go to ‘Settings’ then ‘About Tablet’. The operating system will be listed here. For iOS: go to ‘Settings’ then navigate to ‘General’ and then ‘About’. The operating system will be listed under ‘Version’.
Yes, you can change both your email address and phone number within the app. When in the app, go into the menu and select ‘My Details’, and then head into ‘Contact information’, click on the pencil next to either the email address and mobile number, depending on what you want to change. You will then be prompted to follow a number of security instructions to register the new details.
From November 2022, Android OS will introduce app hibernation for devices that are running OS 12 or higher. This feature will automatically remove temporary files and stop any notifications for apps that you haven’t used in the previous 90 days — effectively silencing any apps that you don’t use regularly.
This will affect those who have an Atom bank savings and/or mortgage account, but are infrequent or inactive users of the app on Android devices.
This new feature may impact your Atom bank app if you don’t log in for 90 days. This may be an issue if you have products with us that don’t always need regular attention, such as a Fixed Saver or mortgage.
If our app goes into hibernation after 90 days, we won’t be able to share key updates about your accounts or regulatory information through push notifications.
Please rest assured that we’re taking steps to make sure that you’ll still get all of your key updates by email, so you won’t be missing out.
Yes, it is possible to turn off this feature for the Atom bank app.
The following steps should work on most Android devices:
- Open Settings on your device (the cog icon)
- Go to “Apps”
- Tap “See all apps”
- Find the Atom bank app in the list
- Disable either “Pause app activity if unused” (Android 13) or “Remove permissions and free up space” (Android 12)
This will switch off Android’s app hibernation feature so you should be able to continue using the Atom bank app at your own pace without missing any notifications.
Can’t follow the above steps exactly? Some manufacturers (such as Samsung or Xiaomi) have a different method of managing your options. Please check with your device’s manufacturer guidance for their own instructions.
Your device security means the various log in features that you can use to unlock and access your device, such as iOS Face ID*, iOS Touch ID* or Android Fingerprint. You can also use these to access secure apps, including the Atom bank app.
*Touch ID and Face ID are registered trademarks of Apple Inc.
You can enable your device security at any time by heading to Settings > Security and then using the toggle switch to turn on your chosen method.
Please note: Our Customer Support team isn’t able to enable or disable your device security for you. However, if you get stuck, they will be able to talk you through switching it on in our app once you have it set up on your device.
You need to set up your device security through your device settings before you can enable it on the Atom bank app. The way to do this can vary depending on your device, so please refer to your manufacturer’s instructions.
Please note: If you contact our Customer Support, they will only be able to help you switch on device security in the Atom app once you’ve set it up on your device.
Yes, you can still choose to log in via your Atom in-app Face, Voice or Passcode. If you don’t enable device security, this will continue to be the default way to access the app.
If you enable device security, it will then become your default login method, though some devices may provide the option to cancel and revert to Atom in-app security should you wish.
For some actions, we will ask for an additional layer of security via your in-app biometrics or Passcode, even if you choose to log in with your device security.
You can switch off your device security at any time by heading to Settings > Security in your Atom bank app and then using the toggle switch to turn it off.
If you have device security switched on but it doesn’t work to get you logged in, you’ll then be asked to log in with either your Atom in-app biometrics (Face or Voice) or Passcode.
If you choose to switch on device security in our app, anyone who has registered their own security credentials on your device will be able to log in to the Atom app. This might be because you share a device with someone and you both need to access it.
They’ll then have access to information about your accounts and will be able to carry out certain activities, like withdrawing money from an Instant Saver to a saved connected account. Please consider this when deciding whether to enable this feature.
There are a few reasons why you might not be able to access the app:
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The operating system (OS) you’re using isn’t supported by our app.
For iOS, we only support the latest version of the operating system, as well as the two preceding versions. If your OS is older than this, our app may not be accessible.
Please update your operating system to the latest version (or one of the previous two versions) or install the app on a device running one of these versions.
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You need to download the latest version of our app.
Sometimes, we need to make sure that your app is up to date — for example if a vital bug fix or security update is required. So, we may stop you from accessing the app until you download the latest version of the app.
Head over to the App Store or Google Play Store to update the app. This will replace your app with the latest version and you should be able to access it once again.
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Our app is undergoing maintenance or there is an outage.
Occasionally, we need to undertake routine maintenance to make sure our app is running nice and smoothly. And, once in a while, we may have found an issue that causes some outage while we fix it.
We’ll usually let you know if this is the case when you start up the app.
To view your current version of iOS, navigate to ‘Settings’, then ‘General’ and then tap on ‘About’ — you should see the ‘Software Version’ displayed.
Please note: There are a few versions of Android, so the steps you need to follow may not be covered in the general steps below — always refer to the device manufacturer’s instructions for full guidance.
To view your current version of Android:
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Navigate to ‘Settings’
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Tap ‘About Phone’, ‘About Device’ or ‘System’
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Tap ‘Software Information’, ‘Android Version’ or ‘System Update’ to view the version you’re currently using. It may also just be displayed on the ‘About’ screen.
If you need to update the operating system on your Apple device, you can usually do so in a few easy steps:
Before updating your device, consider backing it up to your iCloud or via your computer. It can also use up a lot of battery, so you may wish to plug in a charger.
- Connect to a secure wi-fi network.
- Navigate to ‘Settings’, then ‘General’ and tap ‘Software Update’
- If a new iOS version is available, it will be listed on screen
- Tap ‘Install now’ or ‘Download and install’
- Once installed, you should be able to use our app again.
Please visit the Apple website for more detailed instructions on how to update.
If an update is not available, your device may no longer be supported by Apple for their latest iOS software — please check with them to confirm this is the case.
If you can no longer access the app and you can’t update your operating system or use a device with a newer version of iOS, then you will need to get in touch with our team by calling us on 0333 399 0050 (8am–8pm, 7 days a week) to discuss your options.
If you can’t access the app right now, please get in touch with our team by calling us on 0333 399 0050 (8am–8pm, 7 days a week) to discuss your options.
There may be some circumstances under which we may have to close your account if you do not upgrade your OS in line with our policy.
Help
Head over to the How to complain page where we explain how you can make a complaint and exactly how we’ll deal with it.
For our savings and mortgage products you can do all your banking in the app. However, if you need a friendly voice to assist you with something, please contact our Customer Support Team. We also have a range of helpful videos on our YouTube channel.
This info is on your account screen, here’s how to get there: Log in and you’ll be taken to your hub screen where you’ll see your accounts. Scroll to the account you’re interested in and you’ll see your account number and sort code.
We use biometric security which includes voice and face recognition to keep your account safe and secure. But we can’t do that unless we’re allowed to access your camera and microphone.
There are a few reasons why you might not have been able to open an account. Often, declines are due to mistakes in your personal details, which stop us matching your data with credit agencies.
To minimise this risk, please make sure the details you provided are correct and up-to-date, and that the bank details you’ve given us are from a UK current account in your name.
Money worries
General
Firstly, don’t panic. Simply get in touch as soon as possible if you’re concerned about making your payments. We’ll always work with you to understand your circumstances and find the best solution.
It’s really easy to contact us via the app, but if you don’t have access to it, you can call us on 0333 399 0050 or email customersupport@atombank.co.uk, our customer support centre is open from 8am to 8pm every day.
People’s circumstances change all the time, we get that. That’s why we’ll always work with you to better understand your particular situation and find a solution. We know it may be a difficult time, but the sooner you can get in touch with us the sooner we can help.
It’s really easy to contact us via the app, but if you don’t have access to it, you can call us on 0333 399 0050, our customer support centre is open from 8am to 8pm every day.
Firstly, don’t panic. Simply get in touch as soon as possible and we’ll work with you to better understand your circumstances and find an affordable solution.
It’s really easy to contact us via the app, but if you don’t have access to it, you can call us on 0333 399 0050 or email customersupport@atombank.co.uk, our customer support centre is open from 8am to 8pm every day.
It’s really easy to contact us via the app, but if you don’t have access to it, you can call us on 0333 399 0050, our customer support centre is open from 8am to 8pm every day. We’re here to help, so let’s talk it over.
We’ve partnered with iehub.co.uk to allow our customers to complete an online income and expenditure (I&E) assessment. IE Hub is a free, secure online portal that makes it really easy for you to share information about your income and outgoings with us. It’s straightforward, just:
- Create a free account with IE Hub at iehub.co.uk
- Follow the instructions to complete your I&E assessment
- Grant us access to your information by selecting to share with ‘Atom bank’ from the list of companies at the end of the assessment. Remember to add your mortgage account number as your reference and click submit.
Don’t worry, your information is completely safe and secure and will remain confidential - you can also remove access whenever you want. We’ll only use the information you share with us to assess the affordability of your mortgage payments. We only get notified when you’ve shared your I&E assessment, so as soon as we receive that update, we’ll be in touch at the earliest opportunity to discuss appropriate support.
If you’d prefer to carry out an I&E assessment over the phone you can call us on 0333 399 0050 and we’ll take you through it.
No, not at all. If you have any concerns about your finances, please get in touch – whether this is related to COVID-19 or not. The most important thing is that you contact us as soon as you think there may be an issue.
If you are impacted by COVID-19 we also recommend that you visit the Financial Conduct Authority‘s information page ‘Dealing with financial difficulties during the coronavirus pandemic’ as you’ll find some good advice on there.
https://www.fca.org.uk/consumers/dealing-financial-difficulties-coronavirus
Put simply, this is an agreed fixed period of time where you don’t make any payments on your mortgage. Please bear in mind that you’ll still accrue interest and this may impact future lending decisions.
There are a range of other options available too and we can chat about these as soon as you get in touch.
The good news is that we can potentially help you in a number of different ways. But before we get to that, we need to better understand your circumstances. Once we know what’s what we might suggest one of the following:
- Accepting reduced payments for a period of time, to allow time for your circumstances to improve.
- Arranging a plan to repay any money owed at an affordable monthly amount. This will be tailored to your individual circumstances and based on how much you can afford.
- Allowing you to pay your mortgage back over a longer period by extending your mortgage term. This will depend on your age and how long you have remaining on your term but it could help keep your payments affordable.
- Temporarily changing the type of your mortgage, for example by converting your repayment mortgage to interest only to reduce your monthly payments.
- Allowing you time to sell your property.
It’s important to understand that some of these solutions may not be appropriate based on your circumstances. You should also be aware that information on any solution may be reported to Credit Reference Agencies and could affect your eligibility for future borrowing. Additionally, depending on the solution your monthly payment may increase at the end of the solution and you may also pay more over the term of your mortgage. But before any solution is agreed we’ll give you more information on the potential impacts. What’s more, we’ll also provide you with information on how you can contact independent providers of debt help and money guidance.
As soon as you’re ready to discuss your individual circumstances with us, please get in touch and we’ll look at the options available to you and the impact they might have. It’s really easy to contact us via the app, or by calling 0333 3990050. You can also email customersupport@atombank.co.uk, our customer support centre is open from 8am to 8pm every day.
If you need independent support, or have debts with several creditors, we recommend using the Money Helper’s Navigator Tool.
You can also contact the following organisations for free, confidential and impartial debt advice (or a referral in your area):
- StepChange Debt Charity — Call 0800 138 1111 or use their free online debt advice service
- National Debtline — If you live in England, Wales or Scotland phone 0808 808 4000 or use their site’s instant chat service
- PayPlan — Call 0800 280 2816 or use the instant chat service on their website for advice
- Citizens Advice — Visit your local Bureau or go to their site for England and Wales, Scotland or Northern Ireland
- Money Helper — Visit their website for advice and several ways to get in touch with an adviser
- Money Advice Scotland — If you live in Scotland, call 0141 572 0237 or visit the website to find details for local debt advice.
- Advice NI — If you live in Northern Ireland, call 0808 802 0020 or visit the website for debt advice.
Need more help from us? Head to our specialist support page to get full details on all the different ways that we can assist you.
For debt advice throughout the UK phone 0800 138 1111 or visit www.stepchange.org. StepChange also provides a free, online debt advice service – www.stepchange.org/DebtRemedy.
If you live in England, Wales or Scotland phone 0808 808 4000 or visit www.nationaldebtline.org for debt advice and information. National Debtline also provides a free, confidential and simple to use online debt advice service – www.mymoneysteps.org.
PayPlan helps people resolve their debt problems by providing free debt advice and a wide range of practical, long-term debt solutions – including Debt Management Plans and Individual Voluntary Arrangements. These solutions enable people to repay their debt and plan for a better future. You can contact PayPlan by calling 0800 280 2816 or visiting www.payplan.com.
For advice and information on debt and other topics, visit your local Citizens Advice Bureau or visit www.adviceguide.org.uk in England and Wales, www.cas.org.uk in Scotland or www.citizensadvice.org.uk in Northern Ireland.
For free, unbiased and easy-to-access money tools, information and advice, visit www.moneyadviceservice.org.uk/en/tools/debt-advice-locator or phone 0300 500 5000 to speak to a Money Adviser.
If you live in Scotland, phone 0141 572 0237 or visit www.moneyadvicescotland.org.uk to find contact details for debt advice in your local area.
If you live in Northern Ireland, phone 0808 802 0020 or visit www.adviceni.net for debt advice.
We hope it doesn’t get to that, but if it does, we’ll attempt to contact you as soon as we see payments are being missed to chat through your options. If we’re unable to reach you, we’ll have to consider bringing legal proceedings, which could include taking possession of your property. We’ll notify you well in advance of any legal proceedings starting though and will always aim to work with you to find an alternative solution where possible.
Don’t panic. We know it may be a difficult time, so just get in touch with us as soon as possible. We’ll work with you to understand your circumstances and find the best solution.
You can head to the chat option in the app or you can call us on 0333 399 0050 (8am – 8pm, 7 days a week).
We’ll always work with you to better understand your particular situation and find a solution. We know it may be a difficult time, but the sooner you can get in touch with us the sooner we can help.
You can head to the chat option in the app or you can call us on 0333 399 0050 (8am – 8pm, 7 days a week).
Get in touch as soon as possible and we’ll work with you to better understand your circumstances and find an affordable solution.
You can head to the chat option in the app or you can call us on 0333 399 0050 (8am – 8pm, 7 days a week).
You can head to the chat option in the app or you can call us on 0333 399 0050 (8am – 8pm, 7 days a week).
If you want to chat with us about support with your mortgage, we’ll need to carry out an income and expenditure assessment so we can fully understand your circumstances.
We’ve partnered with IE Hub, an income and expenditure tool, to make this as easy as possible. We recommend completing this process before you call us to speed things up, but if you need some help, we can talk you through the assessment over the phone.
To get started, sign up at iehub.co.uk and follow the steps on the site. At the end, you’ll need to choose to share results with “Atom bank”. Please enter your mortgage account number as a reference.
You can rest assured that IE Hub is safe and secure, and your information will remain confidential at all times. You can also remove access whenever you want.
Put simply, this is an agreed fixed period of time where you don’t make any payments on your mortgage. Please bear in mind that you’ll still accrue interest and this may impact future lending decisions.
There are a range of other options available too and we can chat about these as soon as you get in touch via the chat option in the app or on 0333 399 0050 (8am – 8pm, 7 days a week).
We can potentially help you in a few ways, once we understand your circumstances, such as:
- Accepting reduced payments for a period
- Arranging a plan to repay at an affordable monthly amount
- Extending your mortgage term
- Temporarily changing the type of your mortgage
- Allowing you time to sell your property
Before we can recommend the best course of action, we’ll need to understand your circumstances. Get in touch via the chat option in the app or on 0333 399 0050 (8am – 8pm, 7 days a week) and we can discuss your options.
Please note: Some of the above solutions may not be appropriate based on your circumstances, may be reported to credit reference agencies or may lead to an increase in monthly payment or amount to be repaid later. Of course, we’ll provide you with full details about any option before it’s agreed, and we’ll also provide you with information on how to get independent debt help and money guidance.
If you need independent support, or have debts with several creditors, we recommend using the Money Helper’s Navigator Tool.
You can also contact the following organisations for free, confidential and impartial debt advice (or a referral in your area):
- StepChange Debt Charity — Call 0800 138 1111 or use their free online debt advice service
- National Debtline — If you live in England, Wales or Scotland phone 0808 808 4000 or use their site’s instant chat service
- PayPlan — Call 0800 280 2816 or use the instant chat service on their website for advice
- Citizens Advice — Visit your local Bureau or go to their site for England and Wales, Scotland or Northern Ireland
- Money Helper — Visit their website for advice and several ways to get in touch with an adviser
- Money Advice Scotland — If you live in Scotland, call 0141 572 0237 or visit the website to find details for local debt advice.
- Advice NI — If you live in Northern Ireland, call 0808 802 0020 or visit the website for debt advice.
We hope it doesn’t reach that point, but, if it does, we’ll attempt to contact you as soon as we see payments are being missed to discuss your options.
If we’re unable to reach you, we’ll have to consider bringing legal proceedings, which could include taking possession of your property.
We’ll notify you well in advance of any proceedings starting and will always aim to find an alternative solution where possible.
Business Banking
Firstly, don’t panic. If you have payment concerns please get in touch and we can talk through your situation and the options available. Call us on 0333 399 0050 or email customersupport@atombank.co.uk, our customer support centre is open from 8am to 8pm every day, and is ready to help.
We’ll always work with you to understand the business’ circumstances and find a solution. We understand it may be a difficult time, that’s why it’s really important to get in touch sooner rather than later. We’re here to help, so please call us on 0333 399 0050 or email customersupport@atombank.co.uk, our customer support centre is open from 8am to 8pm every day.
Please get in touch as soon as possible and we’ll work with you to find an affordable payment solution.
You can call us on 0333 399 0050 or email customersupport@atombank.co.uk, our customer support centre is open from 8am to 8pm every day.
Simply call us on 0333 399 0050 or email customersupport@atombank.co.uk. We’re here to help, so whatever financial issues your business is facing, let’s talk it over and see what we can do for you.
No, not at all. If you have any concerns about your business’ finances, please get in touch – whether this is related to COVID-19 or not. The most important thing is that you get in touch as soon as you think there may be an issue.
You can call us on 0333 399 0050 or email customersupport@atombank.co.uk, our customer support centre is open from 8am to 8pm every day.
Put simply, this is an agreed fixed period of time where you don’t make any payments on your business loan. However, please be aware that interest will still be accrued and this may impact lending decisions in the future.
The good news is that we offer a range of options and we’ll be able to talk these through with you as soon as you get in touch.
We understand the pressures businesses face, so as soon as you have any concerns about your finances, please get in touch. There are a number of ways we can support you which we can discuss with you to see if your business might be eligible. The most important thing is that you get in touch the moment you think there may be an issue.
You can call us on 0333 399 0050 or email customersupport@atombank.co.uk, our customer support centre is open from 8am to 8pm every day.
Once we’ve fully understood the issues you and your business are facing, we’ll put together some support packages that are appropriate and sustainable for your circumstances. These might include a payment arrangement or changes to elements of your loan.
To help us better understand your concerns, and to discuss your options and any potential impact, call us on 0333 399 0050 or email customersupport@atombank.co.uk.
As well as talking to us about your financial difficulties, you can also contact Business Debtline, a charity that provides free debt advice for small businesses and the self-employed.
Simply visit www.businessdebtline.org or call 0800 197 6026.
Instant Saver
It’s an app-based easy access savings account that pays interest on the money you put in it. You can save as little or as much as you want up to £100,000. And you can put money in, or take money out whenever you need it — it really is instant.
Anyone who wants to save money whilst having instant access to it!
You’ll need to be 18 years old or over, have the Atom app downloaded to your device and a UK current account registered in your name.
Yes, as it’s an instant access account, you can withdraw or add money instantly, as many times as you like. You just need the Atom app and a UK current account in your name to get started.
There is no minimum deposit for Instant Saver. It’s for everyone and you can open an account with £0. There are no withdrawal restrictions either and you don’t have to go into your bank, it’s just a few clicks away within the Atom app.
There is no deposit window for an Instant Saver, you can pay money in and take money out of your account at any time.
You will need to be 18 or over to open an Instant Saver.
Yes, you’ll need to connect a UK current account to your Instant Saver to transfer money in and out. The current account must be in your name and registered to your address.
You can hold one Instant Saver.
Currently, Instant Saver accounts can only be opened as sole accounts (just you) and are limited to one per customer.
There are no charges for opening the account or for withdrawing your money.
No, your Instant Saver is managed through the Atom app. It’s a savings product and is not intended to be used for transactions or bills.
Yes. The interest rate is variable, so can change from time to time. We’ll always let you know when it changes though, and give you at least 14 days’ notice if it goes down. You can find more info about changes to your interest rate and how we’ll tell you about them in the Instant Saver T&Cs.
You can deposit up to £100,000 in your Instant Saver. We may go over this limit in some circumstances, for example to add interest to your account.
The total funds held across all savings accounts with Atom cannot exceed our Maximum Balance Limit of £200,000. You can hold up to £100,000 in an Instant Saver and up to £100,000 in Fixed Savers. We may go over the limit in some circumstances - e.g. to add interest to your account.
This is the account that you can use to send money to and from your Instant Saver. It must be a UK personal current account, in your name and registered at your address (it cannot be a business current account).
You can add or change your connected account in the app. Check out this video to see the process in full and follow the simple steps. Remember, you can only connect one account to your Instant Saver at any time.
By introducing Confirmation of Payee (CoP) and the connected account feature we’re helping to protect you against fraud, keeping your money as safe as possible. It also means it’s really easy to make deposits, or withdraw money, whenever you want.
Your connected account has to be a UK personal current account that’s in your name and registered to your address. If you’re having issues adding a connected account, please get in touch with our Customer Support team on 0333 399 0050.
Confirmation of Payee (CoP) is an account name checking service which helps protect against fraud, by making sure payments are sent to the correct bank account.
To provide you with greater confidence and to ensure security when moving money, we use the Confirmation of Payee (CoP) scheme, which allows account details to be checked between banks. Launched in the UK in 2020, it lets a payer verify a payee’s account before making a payment to confirm that the funds are being moved to the right place. It also plays a big part in reducing instances of bank transfer scams.
Previously, we were a CoP Requester, which meant we could only request account verification from other banks. However, we are now also a CoP Responder, so we can verify the details of your account when requested by other institutions. This should make it much easier for your bank to request and receive the right confirmation, as well as giving you greater confidence that any payments made into one of your Atom accounts will end up in the right place.
As a CoP Responder, we can provide other institutions with verification of your Atom bank Instant Saver or Fixed Saver.
Please note: If you submit a CoP request for payment from an account that is not the connected account for your Atom Instant Saver, CoP will complete a check if the payee details are correct as usual. However, as you cannot make a payment into your Instant Saver from an unconnected account, our system would reject the transaction.
As CoP checks the details of the accounts only, you might get an initial success message as they match, which can cause confusion when the transaction is rejected. To complete the transfer, you will need to move the funds from your connected account.
At the moment, you can’t move funds from your Fixed Saver to your Instant Saver automatically at maturity but we’re working to launch this option and hope to have it ready very soon.
To move your funds at maturity to your Instant Saver, at the moment, you’ll need to withdraw your money, and deposit into your Instant Saver from your connected account.
There is no limit to how much you can withdraw or how many withdrawals you can make, as long as there’s enough money in your Instant Saver.
Funds can only be paid into your connected account - which has to be a UK personal current account in your name and registered at your address.
Our Instant Saver account has a variable rate - this means the rate can change. If the rate goes up we will make this change immediately and let you know. If the rate goes down we will give you at least 14 days’ notice before it changes.
You’ll get your statements monthly and annually, and we’ll let you know when they’re ready in the app. You can also see all your transactions in the app on a day-to-day basis.
All your savings with Atom are protected by the FSCS (Financial Services Compensation Scheme) up to a total value of £85,000.
Please note: this is the total protection value across all Atom savings accounts and not applied per savings account.
No, they’re different. An ISA (its full name is Individual Savings Account) offers tax-free interest payments, plus there’s a limit on how much money you can put into an ISA in each tax year.
You may have to pay tax on the interest you earn from our Instant Saver, depending on your Personal Savings Allowance and you can put in up to £100,000.
Your PSA sets out the amount of interest you can earn in a tax year without having to pay tax on it. Your allowance depends on your individual circumstances and is influenced by things like your income tax band. You’ll find more information here https://www.gov.uk/apply-tax-free-interest-on-savings
‘AER’ means ‘annual equivalent rate’ and is designed to make it easy for you to compare savings products. It tells you how much interest you’d earn if you put some money in an account and left it there for a full year. It takes account of things like how often the interest is paid and assumes any interest paid during that year is added to the balance and earns interest.
‘Gross’ is the rate of interest that’s payable on the account and represents the amount of tax-free interest you’ll earn in a year.
You can only transfer money in and out of your Instant Saver using your connected current account.
To add money in, go to the branch or online banking site for your connected account. Then pay money to your Instant Saver using your sort code and account number (you can find this by tapping on your Instant Saver in your app). Your money will usually appear in your account as soon as your other bank sends it over.
Instant and easy access savings accounts are similar as they both allow unlimited access to your funds — they’re sometimes used to describe the same type of product. However, there is a small difference: instant access accounts, like our Instant Saver, let you withdraw your money straight away, while there may be a short wait when taking money out of easy-access accounts.
You can close your Instant Saver account directly in the Atom app in just a few minutes, with the following steps:
- Select your Instant Access account in-app
- Click on the ‘Close account’ option
- If you have funds in your account, you will be prompted to move them to your connected external account to empty your Instant Saver balance.
- Once empty, you can now select to finalise closing your account
Please note, although you will be permanently closing your account, you will still be able to view all of your previous statements and transactions.
If you just want to change your connected account, you don’t need to close your Instant Saver. Just select the ‘Connected account’ option from your account screen.
Looking to move your Instant Saver funds to a Fixed Saver? You can transfer your money straight over to one that’s within its funding window by choosing the ‘Withdraw money’ option from your Instant Saver account screen and selecting your Fixed Saver.
Fixed Saver
A Fixed Saver account is a fixed rate savings account that is opened and funded through our app. These accounts have a fixed interest rate which is set for the term of the product chosen.
Once you’ve downloaded the Atom bank app, registered your ID and verified your identity, you can open a Fixed Saver account within the app.
When you open an account, you’ll receive a fixed rate of interest on the money you put in it for the specified term, starting from the day you opened the account. You can see the term and rate that apply to your product in the account view in the App.
Fixed Savers don’t have a ‘cooling off’ period (a reflection time when you have the option to change your mind and close the account), so please make sure this product is right for you before you open an account and pay.
These accounts have an initial seven-day deposit window in which you can add funds to your account and no further additions can be made beyond this time. At the end of your fixed term, your account will reach maturity. Shortly before this date, we will contact you to remind you and at this point you can choose what to do with your funds.
You can make payments into your account directly from your Instant Saver account, if you have one, or from another bank or building society during the deposit window. Inbound payments from another bank or building society will usually show in the app immediately, but we suggest that you check with the other bank or building society that they’re able to transfer the funds before your deposit window closes. Payments in and out of a Fixed Saver can only be made using the Faster Payment Service.
We cannot accept liability for any payments from other institutions that we receive outside of your deposit window. You’ll find more information about making payments in our General T&Cs. In some circumstances (e.g. if we use your bank account details to verify your identity) you will only be able to make payments into your account from a specified UK bank account in your name. Once you’ve paid money into your account, you can’t withdraw it until the end of your product term.
Please note: We don’t accept funds by CHAPS or cheque.
Yes, within your seven day funding window you can transfer money from your Instant Saver account to your chosen Fixed Saver account with just a few clicks.
For unfunded Fixed Saver accounts, the funds transferred needs to exceed £50. If your Instant Saver has less than £50 in the account, the option to transfer to a Fixed Saver will not appear. If your Fixed Saver is already funded, then you can transfer as little as £0.01 straight from your Instant Saver within the funding window.
Please ensure the amount transferred to your Fixed Saver from your Instant Saver account does not exceed £100,000, as per Terms & Conditions found in your Vault.
Yes. Your money will be covered by the Financial Services Compensation Scheme (FSCS), which means your deposits are protected up to £85,000 should anything happen to the bank. If you open an Atom bank savings account, we will upload an FSCS Info Sheet to your Vault.
A Fixed Saver can be opened without an initial deposit, however the first deposit needs to be a minimum of £50.
Once you’ve opened your account, you can only make payments into it for a specified period. We call this the ‘deposit window’. The deposit window starts as soon as you open your account and closes at a fixed point in the future.
After making the minimum initial payment specified in your Fixed Saver summary box, you can make as many payments as you like into your account during the deposit window, up to the Maximum Balance Limit.
If you open an account and don’t pay anything into it during the deposit window, the account will be registered as an ‘unfunded’ account, and we’ll close it in due course.
Our Fixed Savers range from 6 months to 5 years and are available in both monthly and annual interest payment options. Visit our Fixed Saver page for a full range or check out the options on our app.
Anyone who is aged 18 or above, is a UK resident and who owns a compatible smart device is eligible to open a Fixed Saver account.
During the deposit window, you can add funds as many times as you like up to the £100,000 limit, as set out in the Fixed Saver Terms & Conditions. There is also a £200,000 limit across all of your Atom accounts (including a £100,000 balance limit applied to any easy access accounts i.e. an Instant Saver and Holding Accounts). Outside of the deposit window, no additional funds are permitted on Fixed saver accounts.
Funds can only be withdrawn from a Fixed Saver at maturity of the term or in the case of financial hardship. If you’re struggling financially, please contact our Customer Support team on 0333 399 0050 (8am to 8pm, 7 days a week) or via the chat option in your app, and we’ll look to assist you. We may require evidence to support your request, but it’s important you get in touch as soon as you can.
There is a Maximum Balance Limit that applies to our savings accounts. You can deposit up to £100,000 in total across all your Fixed Savers. There is also a maximum limit of £200,000 across all your accounts, which includes a £100,000 limit across all your easy-access accounts, including Instant Saver and Holding Accounts.
You can open as many Fixed Saver accounts as you like as long as you stay within the Maximum Balance Limit for your savings accounts.
You may choose to have interest added to your account (‘paid in’) or paid into your nominated account, which is another bank or building society account in your name (‘paid out’).
Once you’ve opened a Fixed Saver, your rate won’t change at all. It’s completely fixed.
Maturity is the term used to describe the end of the term on your Fixed Saver.
As your maturity date approaches we will send you reminders and instructions of what you will need to do to provide instructions (this means choosing what you wish to do upon your maturity date). You can provide instructions in the app within your maturity window, this is the three days before your maturity date.
You will receive a notification 28 days, 14 days and three days before your account is due to mature. You will also receive an email to your email address three days before maturity.
Please note: We’ll send your 28-day and 14-day reminders by push notification, so you need to make sure you keep these switched on.
Once you receive the notification three days before maturity, you can then go into the app and provide your instructions. You can’t do this before that date.
If you change your mind, you can change your maturity instruction prior to your maturity date in the app however this can’t be done on the date of maturity or afterwards.
At maturity, you can choose to:
- Reinvest the full amount into a new Fixed Saver
- Withdraw the full amount to an external bank account in your name
- Reinvest some of the funds into a new Fixed Saver and withdraw the rest to an external bank account
- Invest the full amount into a new Instant Saver account (if you don’t already have one open)
- Invest the full amount into an existing Instant Saver account (if you already have an account open)
- Invest some of the funds into an existing Instant Saver account and withdraw the rest to an external bank account
If you fail to provide instructions within the maturity window, we will move your funds to an Instant Saver (if you have one open with us), otherwise, your funds will move to a Holding Account, where you’ll typically earn a lower rate of interest.
If your money is moved into a Holding Account, you will have the same options as at maturity, so you can choose to withdraw, reinvest into a new Fixed or Instant Saver, or split between reinvesting and withdrawing. However, you must move all of your money in one go.
If you choose to reinvest your funds at maturity within your three day maturity window and the rate changes, as part of our best rate guarantee you will get the higher rate upon your maturity date.
Please note: Best rate guarantee is only applicable at maturity and upon instructions being provided within the three day maturity window.
A Fixed Saver is a fixed rate savings account, where your funds are locked away until the term ends and you can only deposit funds within the seven day deposit window.
An Instant Saver is an instant access savings account, which means you can make unlimited deposits and withdrawals at any time (though you can’t deposit more than £100,000 across your Instant Saver and Holding Accounts).
If you open an account and don’t deposit any funds, it will be automatically closed after 14 days. Should you fund the account, you won’t be able to access the funds until the account matures at the end of the agreed term.
Please remember that Fixed Savers do not have a ‘cooling off’ period (a reflection time when you have the option to change your mind and close the account), so take some time to ensure that this is the product for you before you open an account and deposit funds.
As a digital bank, we don’t send postal statements. However, statements can be viewed in your Vault in the app (think of it like a digital filing cabinet). You can choose to print these if you wish to.
An opening statement will be produced after your deposit window has closed. You will also receive annual statements and a closing statement following reinvestment or withdrawal at maturity.
We don’t currently offer a joint savings account, however this may be something we introduce in the future.
Mortgages
A mortgage broker is a person or company that will provide advice and apply on your behalf to a lender when you want to secure a mortgage loan. They will listen to your needs, recommend the most suitable products for you and then help you to apply or apply on your behalf. You can use a broker whether you’re looking to buy your first home, move house or remortgage.
There is no difference between a mortgage broker and an adviser - they are just different terms for the same profession.
There are quite a few benefits to using a mortgage broker, and that’s why most people in the UK choose to apply through one.
Not only will seeking the advice of a broker save you time, effort and potentially some money, you will be speaking to someone who is an expert in their field who might have access to products not available directly to consumers. They will also be able to help you put together your application to give you the best chance of being accepted.
Your mortgage offer will be uploaded to your Vault within the app, and to unlock this you’ll need to use the mortgage code we emailed to you. If you can’t find your code, simply call our Customer Support team or email them from your registered email address, and they’ll provide you with a new one.
You’ll find your annual statement in the Vault within the app.
Yes, you can update your application to reflect your circumstances. If you need to borrow more, less, or against a different address just talk to your broker. They’ll then let you know which options are open to you and can update details on your behalf. Note that if there are significant changes the outcome of your application could change.
Yes you can, but we’d require a new application and we’d carry out new credit and eligibility checks for all named parties. Simply get in touch with your broker and they’ll arrange this on your behalf.
We always aim to review any documents or information as soon as possible. We also publish our updated timescales every morning on the broker portal, which allows them to provide you with an accurate, up-to-date schedule.
Now that you have your mortgage offer, you’ll need to use the mortgage code we emailed to you. The code will unlock your offer and allow you to view, read and accept the offer and our terms and conditions. We’ll also send a copy of this to your broker and solicitor via their online portals, so they can carry out the work they need to do.
Yes, you can switch to a new broker at any time, but if you do, they’ll need to submit a brand new application for you using products available at the time, which means a new credit search will be performed. You may need to cancel your application with your existing broker and this may also incur a fee depending on your original broker’s costs.
It all depends on the mortgage product you selected. For Remortgages and Product Transfers it’s 3 months, for Purchases and First-Time Buyers it’s 5 months unless you’re moving into a new build property, in which case it’s 6 months. The validity period can be found on the first page of your offer document.
If you’d like to make a mortgage overpayment, either speak to us through the chat function in your app or call us on 0333 399 0050.
One of our team will put together a quote for you and upload it to your Vault. If you’re happy with this, you simply get back in touch with us as soon as you’re ready to process the payment.
Our agents will confirm the frequency of the overpayment and how you’ll be paying. We’ll also discuss whether you’d prefer to use the overpayment to reduce your monthly payment, or to shorten the overall length of your mortgage.
You can make overpayments of up to 20% of your mortgage each year without incurring an early repayment charge; levels of charge are included in your mortgage offer as well as what dates they apply until. We’ll work out the maximum you can overpay each year using the outstanding balance of your mortgage at the start date and the same date each year after that. You can overpay by regular monthly payments or a lump sum; feel free to chat to us through the app or using the above phone number if you want more detail.
Yes, you can cancel your mortgage application at any point prior to loan completion. All you need to do is ask your broker to inform us you no longer wish to proceed. Bear in mind, once cancelled we cannot reactivate a case and your broker may charge you a fee to cancel. That means a new application would need to be submitted if you wanted to take out a mortgage with us in the future, and you could only opt for the products available at the time of resubmission.
All our products are intermediary only at this stage. That means brokers need to recommend our product to you before submitting your application for you. This helps ensure that our product is right for you, as when assessing your details and mortgage requirements, a broker will review the full mortgage market at that time, finding you the best product. If our product is recommended and you decide to proceed with Atom, your broker will support you throughout the application process by liaising with our operations teams and yourself. And that’s the reason why, should you have any questions throughout the application process, we’ll direct you to ask your broker. Once your sale is complete, our customer support team will step in and look after you.
Yes, Atom customers can apply to ‘port’ their mortgage 6 months after completion. ‘Porting’ means changing the property linked to your mortgage, i.e. moving house and taking your mortgage with you. This application can also include a request to borrow more money, for example, if you’re looking to move to a more expensive property.
Our mortgage products are currently fixed-term only, which means you agree to have the product for a set period upfront; usually between 2 and 5 years. If you look to redeem early or overpay by more than your annual allowance (currently 20%), you may need to pay an early repayment charge. The charge amounts, as well as the dates in which they apply, are detailed in your mortgage offer and this should be reviewed carefully before you agree to move forward with your application.
At the end of a fixed rate deal, customers may look to choose another of our fixed rate products to avoid going onto a variable rate, where interest can fluctuate. We call this a product switch/product transfer. Put simply, it’s when existing customers switch to another Atom deal.
Yes. Customers can apply to borrow more money as an additional borrowing or further advance application 6 months after completion. This will be assessed as a new loan and would also need to be done through a broker.
Atom bank supports any of our customers who wish to register for the UK Government’s Homes for Ukraine scheme to help provide accommodation for those fleeing the country.