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Atom Bank: Mortgages reviews

Name: Mortgages
Rating: 3.9 (49 reviews)

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3.84

Based on 49 reviews, last reviewed 4th Mar 2025

300% increase in 5 star reviews

in the past 90 days

No new 1 star reviews

in the past 90 days

69%

3 star

2 star

27%

Latest highest rating:

5

The process from DIP to offer has been very smooth s... The process from DIP to offer has been very smooth sailing and quick! Service was amazing with regular communication by email and within their app. I ... Read more Reviewed on: 4th March 2025

Latest lowest rating:

1

Name must be on the mortgage to live there Basically applied for a mortgage and got accepted only to find out that me and my boyfriend cannot live together as he won’t be on the mortgage. He is... Read more Reviewed on: 2nd August 2024

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About this product

Atom Bank was the UK’s first app-based banking provider. It offers a range of ‘digital-first’ services, including a variety of mortgage products. Before committing to a new mortgage, always make sure you’re confident with the Ts and Cs and interest rate. Speak with the lender or an independent advisor if you need help understanding your options.

Buying your dream home might be the biggest investment you ever make, so finding the right mortgage deal is important. We collect Atom Bank digital mortgage reviews to give you valuable insight into the product. Make an informed decision when choosing your mortgage by reading the reviews on Smart Money People.

Opting for a digital bank can be daunting, but our reviews can help you understand the options available to you. Learn why existing borrowers chose Atom Bank as their lender and what the main differences are with a digital mortgage. Find out how satisfied borrowers are with Atom Bank’s customer service. Learn whether they would recommend the digital mortgage to family and friends. All of this and more can be found in our Atom Bank digital mortgage reviews.

If you have a digital mortgage with Atom Bank, write an honest review on Smart Money People today. Why did you choose a digital bank as your mortgage lender? What are the main differences you’ve experienced compared to a traditional lender? What was the application process like and was it easy to understand? Does the lender keep you up to date with any important mortgage news and changes? Whether good or bad, write an honest Atom Bank digital mortgage review. Together, we can help others like you make better financial decisions.

Atom Bank Mortgages reviews (49)

Review of the Atom Bank, Mortgages:

Nice app & good service

Good customer service when needed and very nice app to monitor mortgage and make overpayments. Reviewed on: 3rd April 2023

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 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. Reviewed on: 24th November 2017

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. Response date: 27th November 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 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. Reviewed on: 28th 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 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 Reviewed on: 9th 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 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 Reviewed on: 4th October 2017

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 Response date: 17th October 2017

Awful

Awful experience. They've had my application for nearly a month and haven't actioned anything. Customer service has been non exsitant. Reviewed on: 20th August 2017

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. Response date: 25th 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 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! Reviewed on: 8th August 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 '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! Reviewed on: 10th April 2017

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 Response date: 21st April 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 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 ! Reviewed on: 27th February 2017

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 Response date: 1st March 2017

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