Money worries

We all worry about money. In fact, it’s one of life’s biggest concerns. But when your finances begin to impact your life, you need to seek support. Atom is here to help you face any money worries you have head on.

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How can we support you?

If you’re struggling but are still able to make payments to your mortgage or business loan.

Looking for guidance about your finances? You’ll find a lot of useful information in the FAQs further down this page, in our dedicated FAQs and on our blog.

Remember, you can get in touch with us any time if you’re struggling, even if you are still able to make your payments.

If you’re struggling and may not be able to make payments to your mortgage or business loan.

You need to get in touch with us as soon as possible so that we can help you to find a solution. There are a few ways to contact us that we’ve listed below.

Speaking to us about your money worries will not impact your credit score in any way.

If you need additional assistance beyond your money worries, find out how we can support you in other ways on our specialist support page.

Let’s talk

We know unexpected things happen, like losing a job, illness or other unplanned events. And sometimes they can make it hard to keep up with your repayments.

If you can’t afford your payments or are struggling with money, we may be able to help. It all starts by getting in touch and having a chat. We've helped many other customers in this way, and speaking to us won’t affect your credit score. We recommend you take action as soon as possible. Ignoring the situation until later may result in extra fees and costs.

As soon as you feel that you need help, please contact us via:

Our Customer Support team is available from 8am–8pm, 7 days a week, though they may put you in touch with our dedicated Financial Care team (9am–5pm, Monday–Friday) to discuss your situation.

We can support you in a number of different ways, depending on your situation. The key to creating a solution is understanding your wider finances. And whilst you may feel uncomfortable sharing that information, we’ll always be sensitive to your situation, and be open and honest with you.

Speaking to us about your money worries will not impact your credit score in any way.

Person looking at 'Worried about your payments' page in the Atom app on their phone

What happens when I get in touch?

Before the call

Sometimes it’s not easy talking about finances, but please be prepared to. The more you can share about your situation, the more we can do to help. It would be great if you could have your income details and a breakdown of your average monthly spending handy too.

If you’re a mortgage customer, it’s helpful if you can complete an online income and expenditure (I&E) assessment at iehub.co.uk. You don’t have to do this, but doing so will help you to better understand your financial situation and will reduce the time it takes to share details of your circumstances over the phone.

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, completely secure and very simple to use:

  1. Create a free account with IE Hub at iehub.co.uk
  2. Follow the instructions to complete your I&E assessment
  3. Select 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
Person looking at their live chat conversation in the Atom app on their phone

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.

We completely understand if you’d like to seek free independent debt advice before contacting us. To help you with this, we’ve provided a few numbers and links at the bottom of this page.

Contacting us

Get in touch via your app or by calling our customer support centre on 0333 399 0050. We’re here for you 8am - 8pm every day.

During the call we’ll spend as much time with you as you need to chat through your worries. We’ll be able to better understand your financial and personal circumstances. Then, we will review your income, outgoings and debts before exploring a range of solutions. Once we’ve identified the most appropriate course of action we’ll talk you through the next steps. You can also let us know of any tailored support you need going forward.

We can also put you in touch with some independent debt organisations that offer free advice if it is appropriate to your circumstances.

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Solutions available

During the call, we'll listen to your worries and talk you through some of the solutions we may be able to offer. These could include:

  • Reducing your 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.
  • Extending your term to give you a longer amount of time to pay it back.
  • Temporarily changing the type of your mortgage or loan. For example, we may switch it to interest-only. This would lower monthly payments.
  • Giving you time to sell your property.

Ongoing support

We’ll agree the next steps of your plan with you, then continue working with you as we move forward. The support we offer is ongoing and will always be tailored to your circumstances. We will also put any support agreed in writing after speaking to you about them.

Need a bit of Breathing Space?

Breathing Space, also known as the Debt Respite Scheme, is a regulation which gives you time to organise support and advice, and put any arrangements in place that are needed to help with your financial situation. Essentially, during this period of time, any enforcement action and contact from creditors will be paused, and most interest and charges on your debts will be frozen.

There are two types of Breathing Space available:

Standard Breathing Space

Gives your existing debt with Atom some legal protection for a 60 day period.

Mental Health Crisis Breathing Space

Only available to someone who’s receiving mental health crisis treatment (i.e. certified by the requisite professional). This has some stronger protections and lasts as long as the person's mental health crisis treatment, plus an additional 30 days (no matter how long the crisis treatment lasts).

FAQs

You’ll find lots of answers to your questions here, but please don’t hesitate to call us. Remember, talking over your money worries with us will help take a weight off your mind.

Additional help

As well as discussing things with us, you can also contact the following organisations. They specialise in helping people in financial difficulty or complex situations, and provide free, confidential and independent support and advice. They may also be able to offer you options that we don’t.

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MoneyHelper

For free, unbiased and easy-to-access money tools, information and advice including how to access online, telephone and face to face debt advice visit their website or phone 0800 138 7777.

Stepchange

For debt advice throughout the UK visit their website or phone 0800 138 1111. StepChange also provides a free, online debt advice service here.

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Business Debtline

If you are self-employed or run a small business in England, Wales or Scotland you can get support from Business Debtline.

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National Debtline

If you live in England, Wales or Scotland phone 0808 808 4000 or visit their website for debt advice and information.

A signpost with a sign directing to Citizens' Advice Bureau

Citizens Advice

For advice and information on debt and other topics, visit your local Citizens Advice Bureau or visit their website. Visit this site if you live in Scotland, or this site if located in Northern Ireland.

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Entitled To

For free and simple support on benefits and entitlements, including a free benefits calculator, which will help identify benefits you may qualify for.

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Turn 2 Us

Turn2us is a national charity providing practical help if you are struggling financially, including tools to identify benefits and grants you may qualify for.

Shelter

Shelter offers one-to-one, personalised help with housing issues across the UK. Visit their website or phone 0808 800 4444.

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Samaritans

If you are having a difficult time, struggling to cope or feeling suicidal the Samaritans are available 24/7 on 116 123 and their website.

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Mind

Discover information and advice about your own mental health, and see how you can support someone who’s finding their mental health challenging.

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Money Advice Plus

If you or someone you know is suffering from domestic or financial abuse Money Advice Plus can provide support on 0808 196 8845 and their website.

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Cruse

If you are impacted by bereavement, Cruse can provide support and information on 0808 808 1677 and their website.

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Carers UK

Expert information, advice and support for unpaid carers.

Need help from Atom that isn’t about your money worries?

Visit our customer support page to find out how we can assist you.