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General Terms and Conditions

Our T&Cs

Banking with Atom is straightforward, so our contract with you consists of four sets of T&Cs: App T&Cs; General T&Cs; Product T&Cs; and a product specific summary, based on the product you open. Please ensure you read all of these documents, so you understand the terms of our agreement with you.

These General T&Cs detail the agreement between you and Atom (‘we’/’us’) when you have an account with us.

Each condition of these T&Cs operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the other conditions will remain in full force and effect.

Our accounts

Our accounts are designed to be accessed through the Atom App and managed from your smartphone or tablet. In a small number of instances, you may need to do things by phone (e.g. accounts operated under a Power of Attorney).

You’ll need to download our App and register ‘Your ID’ (as described in our ‘App T&Cs’) before you can open an account. The App will guide you and our support team are available 24/7 if you have any difficulties – you can get in touch by phone (0333 399 0050), via Live Chat or by emailing customersupport@atombank.co.uk.

Eligibility & residence

To open an Atom account you’ll need to be at least 18 years old and a UK resident.

Once you’ve opened an account, you must let us know if you intend to live outside the UK. If your residence overseas will be for three years or less, you’ll be able to manage your account from outside the UK. If your residence overseas will be for more than three years, we’ll require you to close your account.

You won’t be able to manage your account from some countries. If you have any questions, please check with us by phone or email before you travel.

Verifying your identity

We’ll verify your identity when you become an Atom customer – usually when you open your first account (we call this ‘identification and verification’ or ‘ID&V’). We do this using an electronic search and while this will leave a ‘soft footprint’ on your credit file, it will not affect your credit history.

There are times when we may ask you to complete ID&V again (e.g. to keep our records up to date if you move house).

Communications

We’ll communicate with you within the App wherever possible. There are times when we’ll send you messages by push notification, SMS or email outside the App – we’ll stick to your preference whenever we can.

We’ll always store important documents safely in your Vault so you can refer back to them at any time.

You can update your marketing preferences in ‘The Portal’ in the App.

Keeping us informed

It’s important that we have your correct contact details at all times. So if you change your name, address, mobile number or email address, please call 0333 399 0050 and let us know.

If you don’t tell us that your details have changed we’ll continue to use the information we hold. We can’t be responsible if this results in confidential information being misdirected. If we lose contact with you and have to try and find you, we may charge you for any costs incurred, so please keep us up to date.

Opening an account

Once you register as an App user, you can browse information about our accounts. Once you complete the ID&V process, you’ll be able to open an Atom account in the App (subject to eligibility). For most of our accounts, you can make product selections and complete the entire application process in the App. Currently, Atom accounts can only be operated as sole accounts (just you).

Payments in and out of your account

You can make a payment into your Atom account from another bank or building society. Simply use the sort code and account number you receive when you open your Atom account.

Most electronic transfers between banks and building societies are made by Faster Payments. The Faster Payments limit for making payments out of an Atom account is £100,000. Other financial institutions may have different limits, so you need to check with them to ensure any payments you’re making into your Atom account can be made in line with your instructions.

For more information about making payments in and out of our accounts, take a look in the Product T&Cs.

If we mistakenly make a payment into your account, we can take an amount equal to the mistaken payment from your account. We don’t need your permission to do this, but we will tell you what’s happened.

If someone else tells us they’ve accidently made a payment into your account we’ll tell you and ask your permission to return the funds. We’ll always ensure any dispute over the funds is fully resolved before moving the money out of your account.

As a new bank starting out, we’ll be using another bank to process payments on our behalf. NatWest will be providing this service for us.

What if you need someone else to operate your account?

We may be able to register a Power of Attorney for your account – please check the Product T&Cs for details. If we do this, your Attorney, rather than you, will receive all of the information about your account.

At this time, we’re only able to register a Power of Attorney for existing Atom customers. Administration of a registered account will be via our customer support team (rather than in the App). Please call us on 0333 399 0050 to discuss registering a Power of Attorney for your account.

If you need any support to operate your account due to a temporary or permanent change in your circumstances, get in touch and we’ll do all we can to help.

Changes to these T&Cs

If we need to make any changes to these T&Cs, we’ll explain the changes 30 days before they happen, except where they are to your advantage (when we’ll make them straight away). This allows you to consider the changes and in most cases you’ll be able to close an impacted account if you’re not happy.

We’ll only make changes to these T&Cs to:

  • reflect developments in our App or proposition (including our products / services); or
  • respond proportionately to changes in general law or decisions of the Financial Ombudsman Service; or
  • meet regulatory requirements; or
  • reflect new industry guidance or codes of practice which raise standards of consumer protection; or
  • proportionately reflect other legitimate cost increases or reductions associated with providing the particular product or service you use.

Your right to cancel

Your right to cancel any arrangement you enter into with us will be based on the type of product you have. This is explained in detail within the Product T&Cs.

Our right to terminate

We reserve the right to close your Atom account(s), and withdraw your right to use the Atom App if:

  • Your account, or any of your money, is being used for fraudulent, illegal or immoral purposes, or we reasonably suspect it is; or
  • Your behaviour towards our people is improper, insulting, violent or threatening, making it difficult for us to continue dealing with you; or
  • You haven’t provided us with all of the information we require to open or operate your account; or
  • You weren’t entitled to open the account or use our service.

Contact us

If you experience any technical difficulties with opening or operating the Atom App or your account, our customer support team is available to help 24/7.

If you need to tell us something or ask a question please call us on 0333 399 0050, email customersupport@atombank.co.uk or contact us through Live Chat in the App.

You can also contact us via Twitter using @AtomHelp.

Got a complaint?

Our aim is to get everything right first time, all of the time, but no one’s perfect.

If you’re unhappy with any aspect of our service or want to complain, go to our complaints page (link below) and we’ll guide you through our complaints procedure. You can also make a complaint through our App. We’ll do our best to resolve your concerns, but if we can’t, or if we don’t deal with your complaint within 8 weeks, the Financial Ombudsman Service (FOS) may be able to help.

The FOS is an independent organisation, which helps to settle disputes. You can find out more on the FOS website.

Protecting your personal data

We’ll hold your confidential information in a secure environment. We use security measures to protect your data from unauthorised access, maintain data accuracy and to help ensure the appropriate use of your data. These security measures are detailed in our ‘App T&Cs’ and help ensure that your data is safe and secure. You’re responsible for maintaining the security and confidentiality of your passcode. We encrypt the transmission and storage of your Face ID and Voice ID as well as your geographic location using the highest standards of security technologies and procedures.

We treat the information you give us with the greatest respect and will never share it with anyone else for marketing purposes.

We’ll only use your data in the following ways:

  • To administer your accounts and provide appropriate services.
  • To obtain and develop credit-scoring profiles.
  • To suggest other Atom products or services that may be of interest to you.
  • To verify your identity when you register as a customer (ID&V).
  • To share with fraud prevention, anti-money laundering and credit reference agencies, regulators and government departments including HMRC where necessary for compliance, tax or audit purposes.
  • To carry out fraud prevention checks when opening new accounts. If false or inaccurate information is identified, we’ll pass it on to the credit reference and fraud prevention agencies (we can give you their details on request). Law enforcement departments may access and use this information.
  • To prevent fraud and money laundering – e.g. the information provided to fraud prevention agencies may be used when checking applications for credit, credit-related or other facilities or for managing these accounts; for recovering debt; for checking insurance proposals or claims; and for checking details of job applicants or employees. Other organisations may also use your information for these purposes.
  • To carry out a credit reference agency search on you. If we complete a search as part of a mortgage or credit application, the agency we use will make a note on your record that a search has taken place (a ‘footprint’). Other providers who search your credit history may see this.
  • To securely share your confidential information with valuers, surveyors, solicitors, credit scorers and anyone else who needs to be involved to complete a mortgage application with us.

If you ever need to see details of any information we hold about you, you can submit a data subject access request by email (customersupport@atombank.co.uk) or phone (0333 399 0050). We’ll act on your request as quickly as possible (and always within 40 days).

Need these in another format?

Our digital format goes a long way towards achieving full accessibility for all, but if you need these T&Cs supplied in another format, or if we can help you to use our service in any other way, simply contact us via the App or call us on 0333 399 0050.

Copyright and trademark statement

All of our designs, logos and materials are owned by or licensed to us and protected by copyright laws, including Atom, Atom Bank, Digital Mortgages by Atom Bank and the eight ‘A’ marques which are registered trade marks of Atom Bank plc, with all rights reserved.

Liability

Nothing in these T&Cs is intended to exclude or limit the liability of Atom in relation to fraud or in other circumstances where Atom’s liability may not be limited under any applicable law.

If we don’t fulfil these terms, we’re responsible for foreseeable loss or damage you suffer as a result of our breach, or our failure to use reasonable care and skill.

If we have supplied defective digital content, which damages a device or digital content belonging to you, we’re liable for that damage. We’ll either repair the damage or pay you compensation. We aren’t responsible for the cost of repairing any pre-existing faults or damage.

We’re not liable for business losses. We only supply the services to you for domestic and private use. We’ll have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

Applicable law

These T&Cs are governed by the laws of England and Wales and if there’s any disagreement about them, or between us about your account(s), we each agree that this’ll be dealt with by the Courts of England and Wales.