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Atom Bank Reviews

Ratings based on 65 reviews Last review 1 week ago
2.68 / 5Good overall rating

Atom Bank reviews can help you to get the inside track on this new mobile-first bank based in Durham and looking to disrupt banking as we know it.

Atom Bank aims to be fair and transparent, and act in the best interests of its customers...a bank that...

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Atom Bank reviews can help you to get the inside track on this new mobile-first bank based in Durham and looking to disrupt banking as we know it.

Atom Bank aims to be fair and transparent, and act in the best interests of its customers...a bank that "really doesn't act like a bank at all."

So whether you're looking for reviews of their launch product, the fixed term savings account, their new digital mortgages, or their long anticipated current account, take a look below to see what our community is saying about their experiences of using the app. Smart Money People is the number 1 place online for your Atom Bank reviews. Using your reviews, we can help to increase trust and transparency in financial services.

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Your Atom Bank Reviews (65)

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8th December 2017

Only Apple Tablets allowed not one single Samsung or other make

Atom Bank is a waste of space their app us only designed to work on Apple phones or tablets or just a few old Samsung mobile phones ...they refuse to let it work on new Samsung tablets or any other tablets and their excuses are legion and totally...

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Atom Bank is a waste of space their app us only designed to work on Apple phones or tablets or just a few old Samsung mobile phones ...they refuse to let it work on new Samsung tablets or any other tablets and their excuses are legion and totally nonsensical ..Clearly they live in a rarified world of rich Apple owners

Reply from Atom Bank
Hi Frances. Thanks for your feedback. Our app works on a variety of Apple and Android devices however it doesn't work on every device. The following link gives some information around the devices we know are compatible at the moment: https://www.atombank.co.uk/supported-devices It mentions on that page how there are so many different types of mobiles and tablets with so many diverse operating systems, that we've selected the most popular devices and made sure they work perfectly with the current and previous operating system. If you'd like to discuss this further please call us on 0333 3990050. We are open 24/7 and we'd be happy to help if we can.
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24th November 2017

Great service, great rate, annoying legals

I remortgaged to Atom as they had the market leading rate on a 5 year fix. the process was fairly smooth and the app made it easy to get the information and stay up to date. The one problem was the inefficiency of the law firm they chose to provide...

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I remortgaged to Atom as they had the market leading rate on a 5 year fix. the process was fairly smooth and the app made it easy to get the information and stay up to date. The one problem was the inefficiency of the law firm they chose to provide the (admittedly free) legal service. Perhaps I was unlucky in which firm was selected for me, but they missed my target completion date and so I had extra costs from higher interest rates with my original mortgage provider.

Edit: One thing I would add is that as the mortgage is app controlled, it can be difficult to read all the small print /T&Cs for the product on a phone. You can download to your phone these so that you don't get timed out of the app, but you may still need to crack out your varifocals.

Reply from Atom Bank
Hi Jonathan, Thanks for such great, detailed feedback. It is feedback like this that allows us to understand what we can improve upon, as well as feel proud of what we do well. So thank you for being so open. It's great to have you on board Jonathan. Have a great week, and enjoy banking with Atom. PM.
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15th November 2017

Upgrades you can't actually upgrade to

Atom have made an upgrade to their software, and as you try to log onto your account it will not let you until you update on the App Store, however it fails to tell you that the update isn't on the App Store yet..so outcome is you are now locked out...

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Atom have made an upgrade to their software, and as you try to log onto your account it will not let you until you update on the App Store, however it fails to tell you that the update isn't on the App Store yet..so outcome is you are now locked out of your account..magic...

Reply from Atom Bank
Hi Mike, Thank you for taking the time to leave your feedback. Oh, that's definitely not what we want to hear. If you are still having issues logging in, just give out 24 hour customer support team a call and we will look to guide you back in. Thanks again for leaving your feedback. PM.
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10th November 2017

Slick app

Simple to use banking app showing progress being made from the old dinosaurs that are the high street banks. No issues, simple to use, easy to log in from a choice of password, facial recognition or voice recognition. Highly recommended.

Reply from Atom Bank
Hi Steven Thanks for your positive feedback. It's great to hear you finding the app convenient to use, and find the app security impressive as well. It's our goal to be as simple and efficient as possible, so it's nice to hear when our customers are benefiting from this. Again many thanks. AA
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7th November 2017

F3 year fixed savings

Good rate of interest. So easy to sign up, open the account and deposit funds and the APP is brilliant.

Reply from Atom Bank
Hi Paul Thanks for leaving your positive feedback. It's great to hear you found it easy to open an account with us, and are impressed by our interest rates. I'm also pleased to hear you've had such a positive experience with our app, it's what we like to hear! we're always updating and improving things. Thanks again for your feedback, and it's great to have you on board Paul. AA
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28th October 2017

I would give zero if it was possible

Terrible company to deal with, after being accepted for a remortgage and then completing an approved valuation we were disgusted to be advised we were being classed as having mortgage appears as our current payments are collected at the end of the...

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Terrible company to deal with, after being accepted for a remortgage and then completing an approved valuation we were disgusted to be advised we were being classed as having mortgage appears as our current payments are collected at the end of the month. Having never missed a payment in 17 years they could not explain their decision and we have now went elsewhere. The delay caused by their incompetence has caused me hundreds of pounds. Avoid this company and don’t be attracted by the low rate. The sign up digital process was also a hassle and my wife’s set up was still not complete at the time we cancelled our application. This company has a lot to learn.

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9th October 2017

much easier with a professional mortgage company

I had originally posted a review about 7 days back the review was terrible as the service was terrible however i have since used a proper mortgage company so glad i have i have already got my mortgage in place in less than 7 days dont waste your time...

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I had originally posted a review about 7 days back the review was terrible as the service was terrible however i have since used a proper mortgage company so glad i have i have already got my mortgage in place in less than 7 days dont waste your time with digital its like a police interrogation use a bank dont waste your time i see they like to post a reply but not with my review as they have no excuse USE A PROPER HIGH STREET COMPANY ITS YOUR BIGGEST PURCHASE IN LIFE DONT BE DICTATED TO

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4th October 2017

a waste of my time

at the start of the application it was very good to the point i had approval (not hard with a credit score of 940)then only to find out that yet another person (gemma) has taken the case over and has requested more info again that has already been...

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at the start of the application it was very good to the point i had approval (not hard with a credit score of 940)then only to find out that yet another person (gemma) has taken the case over and has requested more info again that has already been supplied all this i thought ok its a mortgage and thats the way it works however i was asked to produce tenancy agreements for my existing tenants again fine but as we all know data protection does not allow me to share peoples info without permission as confirmed by my local authority i explained this and her response was i doubt that thats not how it works i was so tempted to tell her to look up the data protection act but given her tone i told her to put the application where the sun does not shine and im back in square 1 with 3 weeks lost thank you so much digital mortgages not 1 person will reply to any of my emails and this should be a big big warning to anyone thinking of using this service just dont you will waste time you will mess about the vendor and you will lose your dream house dont take the chance I am the stupid one for not reading the reviews before hand dont make the same mistake

Reply from Atom Bank
Hi Alun, It's disappointing to read you've your negative experiences as you began applying for mortgages, and grown dissatisfied with the way the application was being handled. I'd like to thank you for your review, albeit not being positive, it will allow us to grow in awareness of where improvements can be made and customer feedback is vital in allowing us to do exactly that. Thank you for taking your time to leave this review Alun. PM
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10th September 2017

Good rates and customer service

It may be harder to grasp for people who are not well versed in technology. However, I have found it is the perfect choice for me, the rates are the best I have seen available to me and I can't touch it for a year, which is always good. The app works...

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It may be harder to grasp for people who are not well versed in technology. However, I have found it is the perfect choice for me, the rates are the best I have seen available to me and I can't touch it for a year, which is always good. The app works fine on my phone (Sony xperia xz) and seems very secure to me. Their help chat within the app is also very useful and replies are quick. I would recommend this to my parents, cousins, aunts and uncles, but not my grandparents.

Reply from Atom Bank
Hello Charlotte, Thank you for sharing your thoughts on the App. It's brilliant to know you're enjoying it. Enjoy banking with Atom, it's great to have you on board. Many thanks, Paul.
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6th September 2017

Total waste of timme

Have tried on 2 previous occasions to open an account with this bank. Failed completely. If this is an app only bank, how can it be trusted when it's software is so bad that it takes forever to log in and then totally fails to allow you to open an

Reply from Atom Bank
Hi David, Thanks for taking your time to write this review. It's disappointing you haven't had a great experience with the app. If there's any specific feedback you'd like to give us, please feel free to give us a call on 0333 399 0050. We're open 24/7 and We'd love to hear from you. We are a new bank and always improving our app, so we appreciate your comments and this will be fed back to the design and development team. We're always striving to make the bank and app itself as good as it can possibly be, and we are just beginning our journey so things are still a work in progress in some aspects. With feedback and our dedicated team constantly developing new functions with the customer in mind, we aim to make the app as seamless as possible. Again, thank you for your feedback and for taking the time to leave this. SFL.
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23rd August 2017

Recording problem with Android app

I tried about 10 times to get into my account using voice recognition but repeatedly got an error message which straddled the text I was supposed to record. It looks a very complicated android message. Fortunately the lovely call centre guy explained...

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I tried about 10 times to get into my account using voice recognition but repeatedly got an error message which straddled the text I was supposed to record. It looks a very complicated android message. Fortunately the lovely call centre guy explained how to log in using password (not convenient when I am on the move) so I can see my money is still there. It needs sorting before I deposit the next £10K.

Reply from Atom Bank
Hi Moira, Thank you for your feedback. It would be interesting to know what the error message was that you had on the voice recognition screen. If you are still able to record, despite the presence of the error message, we could provide the required script for the voice recognition for you if you feel that is the security feature you mostly wish to use. Alternatively, you could opt to use face recognition while you are on the move. You'll find the 3 bio metrics options at the top of the screen after clicking 'Log In' when first accessing the App, and select the camera to give that feature a try. If you have any further difficulties, or questions about using the App in the way your really feel you would like to be, just give us a call on 0333 399 0050. We're here 24/7 and there's never a bad time to get in touch. I hope this information has helped, and thanks again for your feedback. Many thanks.
Write a review
20th August 2017

Awful

Awful experience. They've had my application for nearly a month and haven't actioned anything. Customer service has been non exsitant.

Reply from Atom Bank
Hi, Thank you for your feedback. I can see your feedback is in relation to a mortgage application. If you contact your broker they should be able to give you an update on what's happening with your application and what the next steps are. Your broker is in place to help with any inquiries you have during the period of your application, but if you feel this is definitely not the case after several attempts of getting clarification, you have the option to contact us and make us aware of any concerns you may have. I hope this information helps. Many thanks.
Write a review
8th August 2017

Disappointment and time wasted!

We applied through Atom Bank for a remortgage to free up some equity in our house. The rate was competitive and the terms of the mortgage appealed to my Wife and I so we instructed our broker to progress. Affordability was fine, documentation was...

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We applied through Atom Bank for a remortgage to free up some equity in our house. The rate was competitive and the terms of the mortgage appealed to my Wife and I so we instructed our broker to progress. Affordability was fine, documentation was provided and a decision in principal was referred to the underwriters which I am told is common practice with a new mortgage lender. Digital required much more documentation than I have ever provided to a lender before, some of which was completely unnecessary. We were assigned a legal company for the conveyancing and a valuation visit was also booked. Out of the blue I received notification from the mortgage broker asking if I could explain transactions on my bank statement which showed adhoc payments being transferred to my parents....sums of money I choose to save each month, often coming back in to the account. I gave the explanation as required and thought no more of it as these payments were well within my surplus. After a week with no news I received a call from my broker advising that Digital 'didn't like the look of the payments to my parents' and had declined our application......3 weeks into the process! I am now in a position of having to push through the remortgage with another mainstream lender (whom, may I add, instantly approved us using all the same documentation) with only 3 weeks until my fixed rate ends.

My wife and I have exemplary credit records, have never missed a payment on any debt and passed the affordability check with ease.

Digital offer a very appealing rate but seemingly use odd criteria to determine whether or not to lend. If there was a solid reason for our rejection other than 'we don't like the look of the payments' I could appreciate their stance however I am left baffled and almost out of time......

EDIT following a response from Atom on TrustPilot and a phone call with them......

This was apparently a stress test taking into account the amount I save each month - which is obviously something I can stop immediately. Conclusion - they don't seem capable of assessing affordability correctly. The stress test was attempted with interest rates reaching 5% which I'm sure you'll agree isn't going to happen anytime soon. In addition I was applying for a fixed rate!

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24th June 2017

Great App

Easy experience. Only difficulty was the voice recognition which took 3 attempts

Reply from Atom Bank
Hi there, Thank you for leaving us this feedback. It's great to know you found the app easy to use and we would like to welcome you to the Atom family. We appreciate you taking the time to write this, and hope you continue to enjoy the app.
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21st June 2017

Good experience

Registered, Logged on, Transferred funds into Fixed saver without any problems. I decided to change to voice log on from face and carried this out without problem. Recommended this to my brother who did have a problem registering.

Reply from Atom Bank
Hi Martin. Thanks for the feedback. Please encourage your brother to contact us as we'd be happy to help him get registered. He can reach us via email on customersupport@atombank.co.uk or call 03333990050. We are open 24/7.
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21st June 2017

Amazing - opened an account in minutes

I installed the app and opened a savings account in minutes and the facial recognition login is so easy to use. The user interface is very different to conventional internet banking platforms, but is very clear and intuitive. This might sound a bit...

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I installed the app and opened a savings account in minutes and the facial recognition login is so easy to use. The user interface is very different to conventional internet banking platforms, but is very clear and intuitive. This might sound a bit like Atom's own marketing, but for me this app and Atom's platform looks like the future.

Reply from Atom Bank
Hi Paul. Thanks for the feedback. I'm glad you're finding the app easy to use. Just give us a shout if you have any questions or queries at any time.
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12th June 2017

difficult to log on

Have wasted 2 hours trying to log on. even rang and contacted them online but all they came up with was reload the app each time, I have an account already but cannot access it through the android app have used up all suggestions on how to log on....

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Have wasted 2 hours trying to log on. even rang and contacted them online but all they came up with was reload the app each time, I have an account already but cannot access it through the android app have used up all suggestions on how to log on. This app is useless.

Reply from Atom Bank
Hi Brian, Thank you for leaving this - we appreciate all feedback, especially if we can help our customers remedy the issue. It's always disappointing to hear when a customer feels let down by the app, so I'd like to ask you to give us a call on 0333 399 0050 and we can discuss this further with you. I'd love for us to fix the issue for you as it sounds like something with a relativity simple resolution. Please get in touch so we can troubleshoot this, Brian. Again, thanks for leaving this review and we look forward to hearing from you.
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10th April 2017

Awful experience - do not use!

My partner & I were looking to purchase our first home and our broker suggested Atom banks digital mortgages. He said they were a new bank that would lend us the amount we needed for the first house of our dreams, he also said that as they were an...

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My partner & I were looking to purchase our first home and our broker suggested Atom banks digital mortgages. He said they were a new bank that would lend us the amount we needed for the first house of our dreams, he also said that as they were an 'only digital' bank they would be the quickest option as our seller was looking for a quick sale. We were obviously very excited when they offered us a mortgage in principle and we began to plan for our new home once they accepted our paperwork and put the property forward for valuation. Other lenders check and approve the borrower before sending the property to be valued (i.e they check that they will lend to the person before checking that they will lend on the property) so us & our broker assumed that Atom had approved of us and just needed to check on the property. This is not the case with Atom. The property was valued and came back fine, we were then told to wait 48 hours for our official mortgage offer. Atom has appointed a solicitor to us and we were told to pay £300 for the search fees - again, we assumed that we were going to be accepted as the property has been sent for valuation and all had been fine so far. 4 days later, and after paying £300 for the solicitor searches that atom had appointed to us and a further £350 valuation fee, Atom declined our mortgage.

Our broker advised us that most lenders do not unnceccesarily charge for valuation fees if they do not plan to lend to the borrower, so he requested a refund of the valuation fees. Atom declined this request and refused to refund our valuation fee.

So now, not only are we £650 down, we are totally disheartened because of this awful experience of trying to purchase our first property. We ended up losing the house that we loved because of this. DO NOT USE THIS BANK!

Reply from Atom Bank
Hello L Watson Thanks for taking the time to leave a review, we really appreciate all feedback, especially if it helps us to make improvements. As our mortgages are still new, it’s even more important that we listen to our customers and keep making things better where we can. It’s very disappointing for us to hear you didn’t have a good experience and we’d like to ensure that we deal with this properly for you. Our team are investigating the specific details of your application and will be in touch with you really soon. Speak to you soon, Atom bank
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25th March 2017

GOD SEND APP!

I have always gone for easy access accounts and found them dull and boring I've found this fun to set up and with voice and face recognition the app feels great for security factor....

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I have always gone for easy access accounts and found them dull and boring I've found this fun to set up and with voice and face recognition the app feels great for security factor.
I had no problems setting up and spoke to customer service advisors Paul and Julie via online chat who was very helpful with a few questions I had. It would be nice for customers to be able to develop their own logo but I guess there will hope for this in the future. I really can't fault it at all... keep up the good work Atom

Reply from Atom Bank
Thanks so much for taking the time to write this review, Kellie. It's great that you find our app refreshing to use and we're happy to hear you can tell security is a big deal to us! Customers can create their own colour pallet and personalise the look of the app to ensure it is individual - we do have a logo functionality in there too, however we do like feedback on things you'd like to see included in the app, so thank you for your input. We will keep up the good work, Kellie!

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