Newcastle based Atom bank has been awarded the Feefo Platinum Trusted Service Award 2026, a recognition reserved for businesses that consistently deliver strong customer service over a prolonged period.

The Platinum award is granted to organisations that achieve a Feefo service rating of at least 4.5 from a minimum of 50 verified customer reviews each year, over three consecutive years. Atom has met this threshold annually since 2023.

The recognition reflects the bank’s focus on simplifying the experience of borrowing and saving, alongside an emphasis on service delivery at a time when many financial services providers are increasing their reliance on automation.

NEWCASTLE TEAM

Atom’s customer service operation remains centred in Newcastle, with support delivered by in-house teams rather than outsourced or automated-only models.

The bank’s workforce is now based at The Pattern Shop, a purpose-built headquarters in central Newcastle. The move brings together Atom’s teams in a single location, designed to support collaboration and operational efficiency while maintaining a people-first service culture.

INDUSTRY PERFORMANCE METRICS

Alongside the Feefo award, Atom continues to report strong customer feedback across a range of independent measures.

The bank currently holds a five-star “Excellent” rating on Trustpilot and is ranked number one in the UK within both the “Bank” and “Savings Bank” categories. Its Net Promoter Score has remained in the high 80s, averaging 87 over the past 12 months.

Atom also recorded a 93% recommendation score in the 2025 Finder Customer Satisfaction Awards, where it was named Customer Satisfaction Champion. Its mobile app is rated five stars on both the iOS and Android app stores.

Helen Wilson, chief operating officer at Atom bank, said: “The banking industry has long been known for poor customer service, and we set out to change that. Achieving the Platinum Trusted Service Award is another fantastic seal of approval for the work we do.

“Maintaining our high service rating consistently over the past few years demonstrates that we listen to feedback and our customers truly value the integrity we bring to every interaction.

“We have fabulous people manning our contact centre seven days a week here in Newcastle. While we pride ourselves on how easy it is to navigate our app, people also value the reliable, human-centric service that has become our hallmark.

“We are incredibly proud of our team for setting such a high benchmark for excellence and for ensuring we never compromise on the security or support our customers deserve.”