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Terms and conditions

Please read these terms and conditions carefully before using this site.


Terms of website use


Terms of website use

This site is for intermediaries only, members of the public should not use it or rely on any of the information on it and should use the main Atom website.

These terms (together with the documents referred to in them) tell you the terms on which you may make use of our website digitalmortgages.net (our Site). Use of our Site includes accessing or browsing our Site.

Please read these terms of use carefully before you start to use our Site, as these will apply to your use of it. We recommend that you download and save a copy of these terms for future reference.

By using our Site, you confirm that you accept these terms of use and that you agree to comply with them. If you do not agree to these terms of use, you must not use our Site.

Other documents you should read

These terms of use refer to the following additional provisions and policies, which also apply to your use of our Site:
  • Our Intermediary Terms of Business and Lending Criteria, which set out the terms on which we will accept business from an Intermediary.
  • Our Privacy Policy, which sets out the terms on which we process any data we collect from you, or that you provide to us. By using our Site, you and your client(s) consent to such processing and you warrant that all data provided by you is accurate.
  • Our Acceptable Use, which sets out the permitted uses and prohibited uses of our Site. When using our Site, you must comply with this Acceptable Use Policy.
  • Our Cookie, which sets out information about the cookies on our Site.
  • Our Network Lender Agreement and Procuration Fees Schedule which will be available from your Network.

What you need to know about us

digitalmortgages.net is a site operated by Atom Bank plc ("We"). We are registered in England and Wales under company number 08632552 and have our registered office at Northumbria House, Aykley Heads, Durham DH1 5TS. Our VAT number is 204140372.

We are authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the PRA. Our Financial Services Register number is 661960.

What happens if we need to change anything?

We may make changes to these terms and conditions. Please review these pages from time to time because any changes we make are binding on you.

Changes to our Site

We’ll always try our best to ensure the information on our Site is accurate and up to date. We may update our Site from time to time, and may change the content at any time. We recommend that you check on our Site from time to time to ensure you are up to date with any changes. We do not guarantee that our Site, or any content on it, will be free from errors or omissions.

Using our Site

Our Site is made available free of charge.

We do not guarantee that our Site, or any content on it, will always be available or be uninterrupted. Access to our Site is permitted on a temporary basis. We may suspend, withdraw, discontinue or change all or any part of our site without notice. We will not be liable to you if for any reason our Site is unavailable at any time or for any period.

You are responsible for making all arrangements necessary for you to have access to our Site.

You are also responsible for ensuring that all persons who access our Site through your internet connection are aware of these terms of use and other applicable terms and conditions, and that they comply with them.

Copyright and trademark statement

All of our designs, logos and material 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 trademarks of Atom Bank plc, with all rights reserved.

You may print off a copy, and may download extracts, of any page(s) from our Site for your personal use and you may draw the attention of others within your organisation to content posted on our Site.

You must not modify the paper or digital copies of any materials you have printed off or downloaded in any way, and you must not use any illustrations, photographs, video or audio sequences or any graphics separately from any accompanying text.

Our status (and that of any identified contributors) as the authors of content on our Site must always be acknowledged.

If you print off, copy or download any part of our Site in breach of these terms of use, your right to use our Site will cease immediately and you must, at our option, return or destroy any copies of the materials you have made.

Using the information on our Site

Our products and services are available only within the UK and to UK residents. The products and services featured here cannot be guaranteed and may not always be available. They could be subject to change or withdrawal at short notice.

The information on our Site is not financial or professional advice and cannot be relied upon as such.

Liability

We’re not responsible if we don’t comply with any of the Terms and Conditions:
  • due to abnormal or unforeseen circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary;
  • where our failure to comply is due to our obligations under European or national law.
We’re not liable for business losses. We’ll have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any content on it, or on any website linked to it.

We assume no responsibility for the content of websites linked on our Site. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.

Viruses

We do not guarantee that our Site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform in order to access our site. You should use your own virus protection software. You must not misuse our Site by knowingly introducing viruses, trojans, worms, logic bombs or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack. By breaching this provision, you would commit a criminal offence under the Computer Misuse Act 1990. We will report any such breach to the relevant law enforcement authorities and we will co-operate with those authorities by disclosing your identity to them. In the event of such a breach, your right to use our Site will cease immediately.

Applicable law

These terms of use are governed by the law of England and Wales and if there is any disagreement about them, we each agree that this’ll be dealt with by the Courts of England and Wales.

Alternative formats

Our digital format goes a long way towards achieving full accessibility for all, but if you need these Terms of use supplied in another format, or if we can help you to use our services in any other way, simply contact us via the contact us button on the website or call us on 0333 990 055.

Privacy and your data

Privacy

Introduction

At Atom bank (“Atom”, “we” and/or “the bank”), we put customers at the heart of everything that we do. We’re transparent, and as such, we believe our privacy practices should be easy to understand. It is one of our fundamental responsibilities to protect the information entrusted to us, we have therefore outlined some of the measures we have to protect your privacy in our Privacy Policy. 

"Atom bank", "Atom" and "Digital Mortgages by Atom bank" are trading names of Atom bank plc. Atom bank plc is a company registered in England and Wales with company number 08632552. Atom bank plc is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority and the PRA. Our Financial Services Register number is 661960.

For the purposes of the General Data Protection Regulation (‘GDPR’), Atom bank will be the ‘controller’ of the personal data you provide to us.

Please read the following information very carefully in order to understand our practices in relation to our treatment of your personal data. If you have any questions please email us at customersupport@atombank.co.uk.

Data Privacy Principles

  • All personal data will be processed lawfully, fairly and in a transparent manner;
  • Personal data will only be collected for the specified, purposes outlined within “How will we use the information we hold about you” and will not be further processed in a manner that is incompatible with those purposes.
  • Personal data that we collect will be adequate, relevant and limited to what is necessary in relation to the purposes for which those data are processed. The information we collect is outlined in the section below “What information do we collect about you”.
  • We will take all reasonable steps to ensure that personal data is accurate and, where necessary, kept up to date.
  • Personal data will be kept in a form that permits identification for no longer than is necessary for the purposes for which the personal data has been collected for processing, in line with the Atom Bank Data Retention Policy.
  • We will hold and process personal data in a manner that ensures appropriate security. We outline this in the “how do we store personal data” section of this policy.

What information do we collect about you?

This policy applies to personal information collected via the app, through the website, or through one of our affiliated intermediaries (where applicable). 

Sensitive Personal Data

In the course of providing products and services to you, we may collect information that may reveal your racial or ethnic origin, physical or mental health, religious beliefs or alleged commission or conviction of criminal offences. Such information is considered ‘sensitive personal data’ and we will only collect this where it is entirely necessary, or you have deliberately made it public. If you do not allow us to process any sensitive personal data, this may mean that we are unable to provide some or all of the products or services you have requested from us. You may inform us if you remove consent for us to process such personal data.

Personal Data

When you apply to become an Atom customer, we’ll ask you for some personal information in order to verify your identity and operate your account. This will vary depending on the type of product you apply for, but will generally include:

Personal information such as your name, address and date of birth in order to verify your identity.

Contact information including your telephone number and email address. 

Your biometrics in order to allow you to log-in, in other words your photo and a recording of your voice.  This is stored as an algorithm. 

Information relating to your tax responsibilities, so that we can comply with our obligations under the Foreign Account Tax Compliance Act (‘FATCA’) and the Common Reporting Standards. 

Details of a nominated bank account where you choose to have your interest paid-away, choose to withdraw your funds after your account has matured, or pay your mortgage direct debit.  

Business Information, in order to support any business lending applications. 

For mortgage customers, we may collect information relating to affordability to support your application and assist our lending decisions. 

How will we use the information we hold about you?

The data we collect will be used to set up your customer record and operate your account. This will enable us to comply with our legal and regulatory requirements, and look at ways we can continue to improve our products and services. We will not collect any personal data from you that we do not need. 

We will use your personal data in order to verify your identity. In order to do this, we may need to share some or all of your data with third parties, which may include fraud prevention, anti-money laundering and credit reference agencies (whose details we can share with you on request), law enforcement departments, regulators, government departments (e.g. HMRC) and the providers of our sales or servicing platforms.

We will use your personal data 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.

We will use your personal data to carry out credit reference agency searches, and develop credit scoring profiles, where it is appropriate to do so. 

We will use your personal data to communicate with you about your account and provide service-related updates and notifications. Where possible we will communicate with you via the app, however there may be times where regulation requires us to contact you in a specific way. 

We may use your information for marketing purposes, however we will only do this where you specifically ask us to do so. This might include using your data to identify products and services that may be of use to you. 

We will use your biometric information for security purposes, specifically in order for you to log-in to the app, and in order to step-up security to access certain features. 

We will use your information to comply with the law, in order to protect ourselves, our customers, or others. Where required we will share information to respond to a court order or other lawful request from a public authority. 

We will use your data to complete troubleshooting, data analysis, testing, research, and for statistical and survey purposes. 

How do we store personal data?

The measures we use to keep your personal data safe and secure include: data encryption and digital signatures to ensure the continuing integrity of your data; firewalls, intrusion detection systems, 24/7 physical protection of facilities where your data is stored; background checks for personnel that access physical facilities; and strong security procedures across all service operations.

We encrypt the transmission and storage of your personal data using the highest standards of security technologies and procedures.

When you register your biometric data, and every time you use it to log in or step up, it is encrypted and remains accessible to us for a limited period of time. It is then transmitted internally and stored as an algorithm so it cannot be accessed as an identifiable piece of personal data.

How long do we keep your personal data?

Atom will not retain your personal information for longer than is necessary for the practices described in this policy.

Regulatory requirements dictate that we should retain your personal information for seven years following the closure of your account. In certain circumstances, we may have to store this data for a longer period. 

Any personal data we use for marketing purposes will be retained until you notify us that you no longer wish to receive this information. 

Your rights

Once you have registered your details with us, you have certain rights which apply, depending on the stage of your application, the information you’ve shared with us and our regulatory obligations relating to it.

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email us at customersupport@atombank.co.uk. We will provide this information to you within 30 days, free of charge. 

You have the right to request that the information we hold about you is erased, where there are no additional legal and/or regulatory requirements for us doing so.

You have the right to request that any information we hold about you be provided to another company in a commonly used and machine-readable format, otherwise known as ‘data portability’. 

You have the right to ensure that your personal information is accurate and up to date, or where necessary rectified. Where you feel that your personal data is incorrect or inaccurate and should be updated, please contact customersupport@atombank.co.uk

You have the right to object or to restrict the processing of your information, for example for direct marketing purposes, and;

You have the right to object to any decisions based on the automated processing of your personal data, including profiling.

Changes to this policy

From time to time, we will review and update this policy. We will notify you of any material changes, and update an updated version on our website. 

Contact Us

If you have any questions about the practices contained within this policy, please email customersupport@atombank.co.uk. Alternatively you may write to us at:

FAO The Data Protection Officer
Atom Bank
The Rivergreen Centre
Aykley Heads
Durham
DH1 5TS

If you wish to raise a complaint on how we have handled your personal data, you can contact us to have the matter investigated. Our Complaint Handling Policy can be found on our website. However the best way to get in touch is to email us at customersupport@atombank.co.uk or in app.  You may also write to us at the above address.

If you are not satisfied with our response or believe we are processing your personal data not in accordance with the law you can complain to the Information Commissioner’s Office https://www.ico.org.uk/

Online security

Atom protecting you

We take security very seriously, especially when any of your data is involved and to help us do that we are using best-in-class security and are always looking for ways to improve it. We will do all that we can to protect your information/data.

You protecting you

Here are some basic tips on how to keep your information secure online.

Don’t reveal private information in response to an email, text, letter or phone call, unless you are certain that the request is from someone you are confident is genuine.

The basics


Don’t leave your device unattended in a public place while you are logged in. If you need to use public Wi-Fi, you can find tips on staying safe on the Get Safe Online site.

We also strongly advise you to never access or change your personal information if you are in a public place and always log out of any site when you are finished using it.

Your computer

We suggest that you install effective antivirus/antispy software and firewall and ensure they are running when you use your computer.

A secure connection 

Make sure you use a secure internet connection. Look out for the “https” at the beginning of the website address, as well as the padlock security symbol in the browser frame.

Scams and phishing 


Scams are designed to trick you into giving away information that could be used to steal your identity or defraud you. Phishing typically involves emails that are sent to many people pretending to be from a bank or other trusted organisation. They may try to trick you into going to a site, to update your password for example, but the site will be a fake. 

If you are unsure about any email you receive, don’t reply; just delete it. You can find guidance on using email safely at Get Safe Online.

Application terms and conditions (T&Cs)

Our agreement

Banking with Atom is straightforward, so we give you information when it’s relevant to you. At this point, our contract with you consists of these App T&Cs. Please ensure you read them so you understand the terms of our agreement with you.

These T&Cs detail the agreement between you and Atom (‘we’/’us’) whenever you use the Atom bank plc Mobile Banking Application (‘the App’). In downloading, installing, copying or otherwise using the App, you accept and are bound by these T&Cs in relation to your use of all Atom products and services accessed by, connected to or using the App.

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.

Contacting us

Getting in touch

If you experience any technical difficulties with downloading or using the App, our customer support team is available to help 24/7.

If you need to tell us something or ask a question please contact us via the Help button in the App, call us on 0333 399 0050 or email customersupport@atombank.co.uk. 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, you can tell us via the Help button in the App, or go to https://www.atombank.co.uk/policies/how-to-complain and we’ll guide you through our complaints procedure. 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 their website (http://www.financial-ombudsman.org.uk/).

Our right to terminate

We can terminate your use of the App immediately if we reasonably believe you have:

  • Seriously or persistently broken the terms of our agreement;
  • Given us false information at any time;
  • Put us in a position where we might break a law, regulation, code or other duty that applies to us if we continue to let you use the App;
  • Committed or attempted fraud against us or anyone else;
  • Used the App illegally or for criminal activity; 
  • Inappropriately allowed someone else to access your account; or 
  • Behaved in a threatening or abusive manner towards our staff. 

We will notify you as soon as possible after terminating your use of the App.  

Suspension of the App

We can suspend your use of the App at any time, if we think it’s reasonably necessary because:

  • We’re concerned about the security of the App;
  • We suspect the App has been used fraudulently or in an unauthorised way; or
  • We have to do so to meet any legal obligations.

We’ll always try to give you advance notice of any suspension, unless doing so is unlawful or would compromise our security measures.
   

Your Data

Device data

Every time you download or use the App, you’re giving us permission to collect technical information linked to the App.

This includes data about the type of device, operating system and related software, hardware and peripherals you use for internet-based services. We use this data to enhance App security, provide our services to you and improve our products.

App data

To make sure we’re offering you the best experience we can, we’ll record events within the App, including page dwell time, time to complete processes, and how you use the App. This may also include the use of location data, connectivity type and technical device specifications. We do this to help with any problems we may encounter, and also to monitor App usage and make improvements.

Protecting your data

The App and device data we capture is encrypted and held in a secure environment. It is not linked to your customer record, so it’s not personally identifiable. We encrypt the internal transmission and storage of your location using the highest standards of security technologies and procedures.
Take a look at our Privacy Policy (https://www.atombank. co.uk/policies/terms-of-use#privacy) for more information about how we protect your data.

Device compatibility

To use the App you’ll need either an Apple© or Android©device that meets our minimum operating system and device compatibility requirements. You can find a list of these on our website at https://www.atombank.co.uk/supported-devices

It’s your responsibility to make sure you own a compatible device with a compatible operating system for the entire term of any products you have with us, 
so you can access important information about your accounts and/or service them effectively. If you’re unsure what this means, you should seek technical advice from the provider of your Apple© or Android© device or contact us via the Help button in the App. 

App use

Your licence

We grant you a non-exclusive, non-transferable, royalty free Licence to use the App as long as you stick to our T&Cs, and the rules or policies of the site you downloaded the App from. This Licence will govern any software updates that we provide unless we issue a new Licence at the time of the update.

You understand that you mustn’t distribute, publish or otherwise pass the App on to anyone else. You also understand that the App hasn’t been created just for your needs, but has been developed for general use.

Connectivity

When you download and use the App, Atom will have access to your Internet Protocol (IP) address; and when you use the App, it will connect via your data connection.

The App is only available via the UK App Store© and the UK Google Play© store. You may still be able to use the App if you’re temporarily overseas, but you might have difficulties installing updates. There are some countries where the App won’t work at all.

Terms of use

You agree not to:

(a) Translate, adapt, vary, modify, violate, circumvent, reverse-engineer, decompile, disassemble, create derivative works or otherwise interfere with any element of the App, or assist another person to do so.

(b) Use the App in any unlawful manner, for any unlawful purpose, in any manner inconsistent with these T&Cs, or act fraudulently or maliciously (e.g. by hacking into or inserting malicious code or harmful data into the App or any connected operating system).

(c) Collect or harvest any information or data from the App or our systems or attempt to decipher any transmissions to or from the servers running any service.

(d) Upload any content to the App or our systems that is or may be considered violent, threatening, liable to incite racial hatred, in breach of confidence or privacy, discriminatory, defamatory, abusive, unlawful, pornographic, obscene, indecent, profane or which may cause annoyance or inconvenience.

If you leave Atom we’d suggest that you remove the App from all your devices, for privacy and security purposes. Before you do, you should save a copy of your account information (including any statements or other important documents) for future reference.

App updates

From time to time we may update or modify the App:

  • To reflect changes in relevant laws and regulatory requirements;
  • To implement minor technical adjustments and improvements; and/or
  • To introduce new services.

We’ll let you know when updates are available for the App and we recommend you keep it updated. Some updates may be compulsory if you’re to continue using the App; and some older versions of the App may become obsolete or cease to be supported over time.

We’ll assume you’ve obtained permission from the owners of any devices you use but don’t own, to download or stream a copy of the App. Either or both of you may be charged by a service provider for internet access on the devices. 

Device security

You’re responsible for keeping your device safe, setting up device access security, installing anti-virus software on your device (where relevant) and logging out of the App when you’ve finished using it. Once the App is installed on your device, you must tell us if it’s lost or stolen or if you think someone may have tried to use the App on your device.

Intellectual property rights

Except as set out below, we’re the owner of the Intellectual Property Rights in the software and the App. By Intellectual Property Rights we mean all vested, contingent and future intellectual property rights including but not limited to copyright, trademarks, service marks, design rights (whether registered or unregistered), patents, know-how, trade secrets, inventions, set-up, database rights and any applications for the protection or registration of these rights and all renewals and extensions thereof existing in any part of the world whether now known or in the future created to which we may be entitled.

The rights granted to you are subject to the Intellectual Property Rights in ConfidentID® which are the property of Daon and are sub-licensed to us globally by Computer Sciences Corporation or its Affiliates.

Apple, the Apple logo, iTunes and App Store are registered trademarks of Apple Inc.

© 2015 Google Inc. Android, Google Play and the Android and Google logos are registered trademarks of Google Inc.

App availability

There will be times when we need to carry out planned maintenance on the App. When we do this, all or some of the App features might be unavailable for a period of time, so we’ll try to give you advance notice.

In the event of unplanned maintenance (for example, a technical fault or system error) we’ll make every effort to restore your service as quickly as possible. 

We won’t be held liable for any consequence arising from the App being unavailable as a result of any technical issue that’s beyond our control. This includes unavailability of connectivity and technical issues with your devices.

Liability

You may not always be able to access the App. We’re not responsible for any losses if you cannot do so (for example, if you can’t obtain a product at a stated price). We’re not responsible if the device you use to access the App or to send or receive information doesn’t work properly.

We’re not liable for losses or costs caused by abnormal and unforeseeable circumstances outside our reasonable control and our efforts to the contrary (e.g. failures caused by industrial action, problems with another system or network, third party viruses or malware).

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 in another format, or if we can help you to use our service in any other way, simply contact us via the Help button in the App, call us on 0333 399 0050 or email customersupport@atombank.co.uk.

Changes to these T&Cs

These T&Cs provide you with a licence to use our App and we reserve the right to change them at any time. While we will not impose any onerous terms on you, you won’t have an option to accept or reject any changes we make; so you should read these T&Cs carefully and only accept them if you’re happy with that.

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.

General terms & conditions (T&Cs)

Accessing your data

If you ever need to see details of any information we hold about you, you can submit a data subject access request by emailing customersupport@atombank.
co.uk
or calling us on 0333 399 0050. We’ll act on your request as quickly as possible (and always within 30 days).

Making payments

When you open an Atom account you’ll receive a sort code and account number which you can use to make electronic payments into it from other banks or building societies.

Most electronic transfers between banks and building societies are made by Faster Payments. We are a direct member of the Faster Payments Scheme. The Faster Payments limit for payments out of an Atom account is £110,000. Other financial institutions may have different limits, so you need to check with them to ensure they will follow your instructions to make payments into your Atom account.

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

If a payment you have made from your account doesn’t complete correctly because of a bank error and we believe the error is genuine, we’ll refund you as soon as possible while we contact the other bank to recover the payment. If you think there’s been an error, you must tell us without undue delay.

If a payment you have made from your account doesn’t complete correctly because you made a mistake (e.g. you used the wrong account details) we won’t refund you, but we’ll make all reasonable efforts to help recover the payment for you.

If someone else tells us they’ve accidentally made a payment into your account and we reasonably believe this has happened, we may stop any withdrawals being made from your account while we discuss next steps with you. If you agree there has been an error or you don’t respond by the deadline we give you, we will return the payment. Where the payment was made over two months earlier, we’ll always ask for your consent before returning it. 

Operating your account

If you need someone else to operate your account, we may be able to register a Power of Attorney (POA) for you – please check the product T&Cs for confirmation. 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 POA if you’re an existing Atom customer - i.e. if you have downloaded the App, registered Your ID, verified your identity and opened an account. For security reasons, POA administration of an account is managed via our customer support team (rather than in the App) so please call us on 0333 399 0050 to discuss setting up a POA 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.

Tax responsibilities

If you apply for a savings account, we’ll ask you ifyou’re responsible for paying tax or reporting to tax authorities in another country. This is so we can comply with our responsibilities under the Foreign Account Tax Compliance Act (FATCA) and the Common Reporting Standards.

If you tell us about any tax responsibilities, or we believe you have any, we have to provide specific information (your account number, account balance, interest earned, name and address details and tax identification number) to the relevant authorities.

It’s your responsibility to tell us if your circumstances change, so if you become liable to pay tax or report to tax authorities in another country, please let us know straight away.

Our T&Cs

Banking with Atom is straightforward, so we give you information when it’s relevant to you. At this point,our contract with you consists of our App T&Cs, our Registration T&Cs and these General T&Cs. Please ensure you read them so you understand the terms of our agreement with you. If there’s any conflicting information, these General T&Cs take priority.

These T&Cs detail the agreement between you and Atom (‘we’/‘us’) when you apply for 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 some situations, 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 Registration T&Cs) before you can apply to 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 via the Help button in the App. 

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 need 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 before you travel.

Verifying your identity

When you apply to become an Atom customer, we’ll ask you for some personal data so we’re able to verify your identity. The nature of this data will vary depending on the type of product you apply for but will always include information like your full name, address and date of birth.

To complete the identification and verification (‘ID&V’) process, we will run an electronic search with a credit reference agency. If you apply for a savings product, this will leave a ‘soft footprint’ on your credit file, so won’t affect your credit history. If you apply for a mortgage, it will leave a ‘credit footprint’ on your file which means other providers will be able to see that we’ve run a search. 

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 through the App and other digital channels wherever possible. There are times when regulation means we have to communicate with you in a specific way and in exceptional circumstances, we may contact you by post.

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

We won’t send you marketing communications unless you specifically ask us to.

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 let us know via the Help button in the App.

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 download the App and accept the App T&Cs, you can browse information about our products. To open an Atom account, you’ll need to register ‘Your 
ID’, complete the ID&V process and meet our eligibility criteria. Wherever possible, you should choose your product and complete the entire application process in the App.

Changes to these T&Cs

If we need to change these T&Cs, we’ll give you 30 days’ notice so you can consider the changes in advance, except where they’re to your advantage when we’ll make them straight away. 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);
  • To respond proportionately to changes in the law or decisions of the Financial Ombudsman Service;
  • To meet regulatory requirements; 
  • To reflect new industry guidance or codes of practice which raise standards of consumer protection;
  • To proportionately reflect other legitimate cost increases or reductions associated with providing the particular product or service you use;
  • To ensure we are being fair to all our customers; and/or
  • To respond to changes in general banking practice for the benefit of all consumers.

We’ll only do this if we reasonably expect to be affected by one of the above reasons.

 
 
 
 
 

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 in the product T&Cs.

Our right to terminate

We can end our agreement and close your account immediately if we reasonably believe you have:
  • Seriously or persistently broken the terms of our agreement;
  • Given us false information at any time;
  • Put us in a position where we might break a law, regulation, code or other duty that applies to us if we continue to maintain your accounts;
  • Committed or attempted fraud against us or anyone else;
  • Used any account illegally or for criminal activity;
  • Inappropriately allowed someone else to access your accounts; and/or
  • Behaved in a threatening or abusive manner towards our staff.
     

     

     

     

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 contact us via the Help button in the App, call us on 0333 399 0050 or email customersupport@atombank.co.uk. 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, you can tell us via the Help button in the App, or go to https://www.atombank.co.uk/policies/how-to-complain and we’ll guide you through our complaints procedure. 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 their website (http://www.financial-ombudsman.org.uk/).

Protecting your personal data

We hold your personal data in a secure environment and use security measures to protect it from unauthorised access and ensure it is accurate and is used appropriately. 

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:

  • To administer your accounts and provide appropriate services.
  • To verify your identity when you register as a customer (ID&V).
  • To obtain and develop credit-scoring profiles.
  • To suggest Atom products or services that may be of interest to you.
  • To complete troubleshooting, data analysis, testing, research, and for statistical and survey purposes.
  • To comply with regulatory, tax or audit obligations.
  • 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. 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.

To complete these activities, we may need to share some or all of your data with our trusted partners, including fraud prevention, anti-money laundering and credit reference agencies (whose details we can share with you on request), law enforcement departments, regulators, government departments (e.g. HMRC) and the providers of our sales or servicing platforms.

Take a look at our Privacy Policy (https://www.atombank. co.uk/policies/terms-of-use#privacy) for more information about how we protect your data.

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 Help button in the App, call us on 0333 399 0050 or email customersupport@atombank.co.uk.

Copyright and trademarks

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 trademarks of Atom bank plc, with all rights reserved.

Liability

We’re not responsible if we don’t comply with any of the T&Cs as a result of:

  • Abnormal or unforeseen circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary; and/or
  • Our obligations under European or national law.
     

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, we each agree that this’ll be dealt with by the Courts of England and Wales.

Intermediary terms of business (Terms)

In this document:
 
We / us / our means Atom Bank plc of Northumbria House, Aykley Heads, Durham DH1 5TS;
 
You / your means an intermediary who is a member of our Panel, when referring mortgage business to us;
 
App means the application designed for mobile devices developed by Atom Bank plc;
 
Biometric Information means the binary representation of your client’s face and voice that are used in the registration and log-in process for our App;
 
Network means a group of intermediaries working under a common brand;
 
Panel means those Networks who we have selected to make our mortgages available to

Background

To submit Decision in Principle (DIP) requests or mortgage applications to us, you must be a member or an employee of a Network that is part of our Panel and comply with our Lending Criteria and these Terms. By submitting a Decision in Principle request or mortgage application, you agree to be bound by these Terms.
  
We reserve the right to refuse applications from any intermediary without giving a reason.

Membership of our Panel

Membership of our Panel is entirely up to us and we can change the membership of our Panel and/or the membership criteria at any time.
 
To join our Panel, you must either be: 
  • Directly authorised and hold the regulatory permissions for arranging and advising on regulated mortgage contracts; or 
  • An appointed representative or employee of a Network that we have approved to offer Atom mortgages.

Your obligations to us

You confirm that:
  • You are authorised to act on behalf of your client(s) in submitting mortgage applications to us;
  • You hold all relevant legal, regulatory permissions and other authorisations needed to undertake the business you’re transacting with us; and you won’t carry out any activities you don’t have the relevant permissions or authorisations for;
  • You will tell us as soon as legally possible if any licence, permission or authorisation is withdrawn from you or your business or if you’re the subject of any investigation by any legal, authorising or regulatory authority;
  • At all times in your dealings with us, you are an Appointed Representative or an employee of a firm that is part of our Network Panel;
  • You and your business comply with all relevant law, regulation and other requirements, including but not limited to the Anti-Bribery Act 2010 and the Modern Slavery Act 2015;
  • Any mortgage applications you submit to us will comply with our  Lending Criteria;
  • You will complete all necessary identification checks on your client(s);
  • You will submit all initial and additional information we ask for to support a mortgage application in a timely way.

Direct Debit

When discussing an Atom mortgage application with your client(s), you will use the direct debit script available in the document library to ensure they have all the information they need about direct debits and the direct debit guarantee.

Submitting applications

We’re committed to providing you with a reliable and efficient service. You can help us achieve this by paying all relevant fees and providing all supporting documents when you submit an application. If you’re not able to do this, it may slow us down.
 
Please ensure you safeguard your clients’ cardholder and sensitive authentication data by applying the following rules when you capture payment details.
 
You must not capture, record or store any of the client’s cardholder or sensitive authentication data needed to process the fee collection, either electronically or otherwise. This includes but is not restricted to:
  • Writing down any client’s card details.
  • Electronically recording any client’s card details.
  • Taking and retaining a photo of any client’s card.
  • Voice recording any client’s card details.

Confidentiality and Data Protection

We treat your clients’ information with the greatest respect and will never share it with anyone else for marketing purposes.
 
We’ll hold confidential information in a secure environment. We use security measures to protect data from unauthorised access, maintain data accuracy and to help ensure the appropriate use of data. These security measures include data encryption and digital signatures to ensure the continuing integrity of data, firewalls, intrusion detection systems, 24 x 7 physical protection of facilities where data is stored, background checks for personnel that access physical facilities, and strong security procedures across all service operations. These measures help ensure that data is safe and secure. When your clients download our App, we encrypt the transmission and storage of all Biometric Information as well as geographic location using widely-recognised industry best-standard security technologies and procedures.
 
You need to have similarly appropriate measures in place to protect data and ensure that you and your business comply with the Data Protection Act 1998 (the Act).
 
When using the affordability calculator on our website and completing a DIP request or mortgage application on behalf of your clients, you will be using their confidential information which may include sensitive personal data (as defined in the Act).  We need this data so you can determine how much your clients may be able to borrow and so we can assess their eligibility for a mortgage with us. We and you agree that all consents and security measures are in place to protect this data. Full details of the uses we will make of the data are available to your client in the mortgage application document.

Payment of procuration fees

When a mortgage application is successful, we will pay the procuration fee to your Network within 7 days after completion for onward payment to you, in accordance with our agreement with them.

Liability

We’re not responsible if we don’t comply with any of the Terms:
  • Due to abnormal or unforeseen circumstances beyond our control, the consequences of which would have been unavoidable despite all efforts to the contrary; or
  • Where our failure to comply is due to our obligations under European or national law.

We’re not liable for business losses. We’ll have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.
 
We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our website or to your downloading of any content from it, or on any website linked to it.
 
We assume no responsibility for the content of websites linked on our website. Such links should not be interpreted as endorsement by us of those linked websites. We will not be liable for any loss or damage that may arise from your use of them.

Changes to these Terms

We may alter these Terms at any time; and if you continue to submit applications to us you will be deemed to have accepted any changes we have made. We recommend that you check these Terms from time to time to ensure you are up to date with any changes.

Governing law

These Terms are governed by the law of England and Wales and if there is any disagreement about them, we each agree that this’ll be dealt with by the Courts of England and Wales.

T&Cs downloads