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Atom Bank Reviews

Ratings based on 52 reviews Last review 1 week ago
2.71 / 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.

5 18
4 4
3 1
2 3
1 26

Your Atom Bank Reviews (52)

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.
Write a review
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.
Write a review
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!
Write a review
12th March 2017

Beyond frustrating

Tried to open an account via the amazing app and after 3 attempts I still couldn't give them my money. Sounds like this is a common problem! I'll wait until the app is a bit more developed.

Reply from Atom Bank
Thanks for leaving your review Andrew, I'm sorry to hear your experience with our app wasn't a smooth one. We're constantly updating and we do take all customer feedback on board as we continue to develop our app. We'd like to speak with you to see if there is anything more we can do to help, you can reach us 24/7 on 0333 399 0050.
Write a review
9th March 2017

USELESS

Have today tried to open a 1 year fixed rate account at 2%. App told me I couldn't. Called their helpline number and was told there could be a number of reasons for this. The main one seemed to be my current account was too old. First time in 34 years...

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Have today tried to open a 1 year fixed rate account at 2%. App told me I couldn't. Called their helpline number and was told there could be a number of reasons for this. The main one seemed to be my current account was too old. First time in 34 years any bank and I have a number of accounts has refused to take Money off me.

Write a review
4th March 2017

No Worries

I opened my opened my one year fixed rate account easily" . 2% interest is great when you compare it to others. Best deal around and fully secure. It's a no brainer! Wife struggled because her store card was underwritten by another company and we...

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I opened my opened my one year fixed rate account easily" . 2% interest is great when you compare it to others. Best deal around and fully secure. It's a no brainer! Wife struggled because her store card was underwritten by another company and we didn't recognise it but went to checkmyfile.com,got it sorted and now we have two accounts opened. Facial recognition can be a bit dodgy, but you can also use voice recognition, or number code to login so no worries whatsoever. Excellent!

Reply from Atom Bank
Welcome aboard Nigel! It's great to hear you've had a positive experience with our app. I hope your wife managed to get an account with us too, we're here 24/7 to help if there are any problems at all.
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4th March 2017

Shambles

Have now tried twice to open a fixed rate bond with different email addresses. No luck. Contacted bank twice on their chat line. Hopeless. Looked back at the number of adverse reviews - there are many. Someone in authority should take a hard look at...

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Have now tried twice to open a fixed rate bond with different email addresses. No luck. Contacted bank twice on their chat line. Hopeless. Looked back at the number of adverse reviews - there are many. Someone in authority should take a hard look at their customer service. Not for me now. Don't trust them.

Reply from Atom Bank
Hey Roger, thanks for taking the time to leave a review. I'm really sorry to hear you've not had a good experience with our app or customer service, we are still a new bank and take all customer feedback on board as we continue to develop our app. It would be great if we could speak with you to see if there is anything we can do to help, please give us a call on 0333 399 0050 and we can discuss the issues you've had.
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3rd March 2017

A bit fidly...

... to set up. One wonders whether the app. was beta-tested. Finally accessible. When opening an a/c. for my wife, much easier.

Reply from Atom Bank
Thanks for taking the time to leave a review. It's great to hear you and your wife managed to get setup. We appreciate our app is different from other banking apps and it comes with a little bit of a learning curve, sounds like you figured it out in the end. If you ever need help with our app or want to speak with us about anything, we're here 24/7 to help.
Write a review
1st March 2017

Easy to set up savings account with great online security

Top interest rate offered for fixed term savings, great online security features

Reply from Atom Bank
Hey Fiona, thanks for leaving your review. It's great to see you're happy with our app, we've worked hard on it and it's amazing to see positive reviews. We're constantly developing our app as we build our bank and all customer feedback is appreciated, if you need any help at all please do not hesitate to get in touch.
Write a review
27th February 2017

Horrific experience AVOID

We were a pilot for Atom bank mortgages via our broker. It started off very well, but progressively got worse to the point that 10 days before the completion date , the app would not let me sign the terms and conditions. We were abroad and Atom bank...

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We were a pilot for Atom bank mortgages via our broker. It started off very well, but progressively got worse to the point that 10 days before the completion date , the app would not let me sign the terms and conditions. We were abroad and Atom bank did not reply to any emails, as not only were they having app problems, but apparently their emails were not working either. It totally ruined our few days away whilst we were going a simple remortgage , as Atom did not liaise with us, the broker, or even their own solicitors. In the end they emailed us 3 days after the initial problems telling us to use yet another code, and then phone them etc... we decided not to go through the remortgage With them , as they never apologised, or kept us informed about rectifying the problems , and we were left to deal with it alone . Do not jeapordise your home , or more importantly peace of mind, by taking out a mortgage with Atom bank !

Reply from Atom Bank
Hi Meera Firstly, thanks for taking the time to leave a review. We are new and always listening to our customers to see what we can do better and what we can learn from. Most importantly, you’ve not had the experience that our other customers are enjoying and that’s hugely disappointing to hear. We’ve taken everything you’ve said on board and are already investigating what’s gone wrong here. We’ll be in touch with you shortly. Thanks Nina Athey Atom bank
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27th February 2017

Better than all the rest banks and building societies!

Only found out about this UK bank today and immediately opened a small Fixed Term/Fixed Interest Rate account. Where else can you get this great rate on deposit with UK FCS cover?Fairly easy to setup on my android phone although the voice recognition...

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Only found out about this UK bank today and immediately opened a small Fixed Term/Fixed Interest Rate account. Where else can you get this great rate on deposit with UK FCS cover?Fairly easy to setup on my android phone although the voice recognition part took several tries before it was happy with my voice.
Cash sent from my linked bank account this evening so hope to see it in my new Atom account tomorrow.

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