For intermediaries only
For intermediaries only:Our processing team has a high volume of documents to process this week so we may be busier than usual. Please bear with us for a few days.

How to complain

If you’re not happy with something, we’re all ears.

If you have any complaints about Atom, drop us a note and we’ll do all we can to resolve your complaint by the end of the next business day. If we can't do this, we’ll do one of two things:

  1. we'll either contact you within three working days to tell you what we've done to resolve the issue; or
  2. acknowledge your complaint and let you know when you can expect a full response

The best way to get in touch is email. Drop a line to We’ll aim to acknowledge your email within four hours of its receipt during our core office hours of 8am-6pm, Monday to Friday.

If you’d prefer to send a letter, our address is:

PO Box 105,
NE24 9DU

How to complain on behalf of your client

If the complaint is on behalf on your customer, then we’ll raise it for you and keep you and your customer informed of the next steps. Click here for more information on this. Alternatively, your client can make their complaint to us directly.

If we haven’t given you or your client a resolution within eight weeks, or either of you are unhappy with our decision to close your complaint, the Financial Ombudsman Service is at hand. You can find all their contact details on this page.