Frequently Asked Questions

Interested in joining a bank that’s built around you? Of course you are. All you have to do is download the app.

Keep up to date with how we’re revolutionising banking, by subscribing to our newsletter.

Atom is a bank that’s all about you.

We’re entirely app-based, so we don’t have any physical branches. We offer fixed-term savings accounts (Fixed Savers) and mortgages, all through your smartphone or tablet. We’ve also launched business loans currently available through a small panel of brokers.

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.

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.

Keep up to date with how we’re revolutionising banking, by subscribing to our newsletter.

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.

We’re steadily rolling out our Instant Saver account to existing customers right now. If you’re already a customer with us, you’ll find the Instant Saver in the ‘Browse Products’ section of your app. If it’s not there, keep your eyes peeled for an email telling you it’s available.

If you have any questions about the new Instant Saver account, chat to our Customer Support Team in the app, we’re here to help from 8am to 8pm every day.

If you’re not already a customer with us but would like to try the Instant Saver, we will be making it available for new customers soon - keep your eyes peeled.

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).

Yep – just download the app on your other devices and tap ‘Add a Device’. We’ll email you a unique passcode to use, then we’ll verify your identity and you’re 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.

When your account is due to mature we will notify you well in advance through notifications in your Atom app, and through SMS and email. These notifications will guide you through the next steps and what your options are upon maturity. All instructions can be given and acted upon within the app to make this as easy as possible for you.

Once your FaceID and VoiceID biometrics are registered, you can choose how you want to log-in to the app. If you don’t want to use FaceID and VoiceID, you’ll be able to use your 6 digit passcode. For some actions we will ask for an additional layer of security, which might be your FaceID or VoiceID.

Just download the app on your other devices and tap ‘Add a Device’. We’ll email you a unique passcode to use, then we’ll verify your identity and you’re in. Check out this video to see the process in full.

If you need to reset your passcode, get in touch with our Customer Support team on 0333 399 0051 and they’ll be able to help.

If a biometric security upgrade is required on your app, you’ll be prompted when you log-in and taken through the following steps:

1. Open your app as normal, you’ll see a prompt to upgrade your security.
2. Log into the app with your passcode (the six digit numerical code you choose when registering).
3. You’ll be asked to refresh your FaceID and VoiceID, it only takes a few minutes.
4. Follow the prompts.
5. Once you’ve followed the prompts, that’s it! You’ll be benefiting from the latest biometric security.

Once you’ve registered your FaceID and VoiceID on your main device, you can download the app on your other devices and tap ‘Existing Customer’ followed by ‘Add a Device’. We’ll email you a unique passcode to use, then we’ll verify your identity and you’re in.

To keep up-to-date with advances in technology and implement upgrades that make sure your money and info are safe - the security of our customers is our number one priority. The upgrade also means you might find the log-in process smoother.

We use sophisticated biometrics that don’t rely on your device’s security. That means we use your voice, face and eyes to recognise you, instead of fingerprint. We believe this is the best way to give you the strongest encryption levels.

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.

Open your app, you’ll find three login options at the bottom of the screen. These are Passcode, FaceID and VoiceID - select the one you want to use and follow the instructions on screen. You’re in!

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 which are older devices may be too outdated too.

You are likely to have issues with our app if your device can’t run either the most recent operating system (iOS 13 for iPhones and iPads, Pie for Android) or the one before that (iOS 12 for iPhone/iPad, Oreo for Android).

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: got 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.

Currently these are iOS 12 and higher and Oreo for Android and higher.

You’ll find more info about how we’re supporting customers here.

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.

Yes, we want to support new businesses as well as our existing customers. Taking part in the scheme means we can offer loans to small and medium businesses (SMEs) in these uncertain times.

Yes, you can make regular payments during the first 12 months of your loan.

Yes, we’ll consider refinancing existing debt from another lender participating in the CBILS or BBLS.

A business is not able to take out a CBILS facility if they have applied for a loan under BBLS or have an existing BBLS facility in place unless the CBILS loan will refinance the existing BBLS facility in full.

No personal guarantees are required for loans below £250k. For loans above this, Atom may take a personal guarantee.

The scheme runs until 30 September 2020, although it may be extended at the British Business Bank’s discretion. Just remember, any loan offered under the CBILS scheme must be drawn down within six months of offer.

The timing from making your application to receiving your CBILS loan in your bank account can vary and you should always discuss your expectations with your broker. Your broker should be in close contact with our team to understand our processing times.

The timings can vary however your broker has direct access to our underwriters and will be kept informed of timelines.

We’ll consider applications for loans from £100,000 up to £5m (this is subject to assessment).

A CBILS loan is a government-backed loan. This means an accredited lender, like Atom, provides the loan facility, but the government provides a partial guarantee to the lender for the outstanding loan.

The loan can be used for business investment, to refinance existing debt with another lender and for cash flow purposes.

The British Business Bank states that under CBILS, the definition of SME is defined by reference to the turnover of the borrower (or the borrower’s group), which must not exceed £45 million. The borrower cannot be an individual other than where the individual is a sole trader or a partner in a partnership and is acting in a business capacity.

Your broker will be able to guide you through the process, this will typically include financial and management accounts for the last two years, bank statements and cash flow forecasts, alongside our application forms.

The Coronavirus Business Interruption Lending Scheme is a new scheme that can provide facilities of up to £5 million for smaller businesses across the UK that are experiencing lost or deferred revenues, leading to disruptions to their cash flow.

We work with commercial brokers to distribute our CBILS products. They’ll liaise with you to understand your finance needs and identify the lender most suitable for your application - this may not be Atom.

CBILS is run by the British Business Bank who accredit lenders to provide the loans. For the lender it means they have a government-backed partial guarantee against the outstanding balance of the loan.

Our existing lending policies continue to apply for CBILS. In the instance your application is unsuccessful, you can apply to another lender. Your broker will be able advise you on this.

The British Business Bank define a “business in difficulty” as one that, as at 31st December 2019, had:

• Accumulated losses of more than half of its subscribed share capital for limited companies, or for unlimited liability companies its capital; or
• Started, or had fulfilled the criteria to be put into, collective insolvency proceedings; or
• Previously received rescue aid that was yet to be reimbursed (or, in the case of a guarantee, terminated); or
• Received restructuring aid, and was still under a restructuring plan; or
• Where it does not meet the SME criteria has fallen below solvency ratios for the previous two years.

The Government will make a ‘Business Interruption Payment’ to cover the first 12 months of interest payments (except for default interest) and any fees we would otherwise charge.

The following businesses are not eligible to apply:

• Banks, building societies, insurers and reinsurers (but insurance brokers can);
• Public-sector bodies; and
• State-funded primary and secondary schools.