Atom bank has been awarded the Feefo Platinum Trusted Service Award 2026, a prestigious seal of excellence reserved for businesses that consistently deliver world-class customer experiences.
This milestone reflects Atom’s unwavering dedication to its customers and its ability to maintain exceptional service levels. To reach this level for 2026, Atom demonstrated a three-year streak of excellence, consistently earning a Feefo service rating of 4.5 or higher from a minimum of 50 verified reviews annually since 2023.
This award serves as a testament to Atom’s uncompromising focus on making the experience of borrowing and saving faster, easier, and better value than anyone else. In a landscape where modern shoppers increasingly seek human-centric brands they can rely on, Atom has moved beyond simple customer satisfaction to build deep-rooted customer advocacy.
World-class team based in Newcastle
At the heart of Atom’s success is the award-winning customer care team. In a banking world increasingly deferring to chatbots, the bank provides fast, reliable, human-centric service.
This commitment to human support is reflected in the bank’s state-of-the-art North East HQ. The entire team has moved into a modern, purpose-built space, The Pattern Shop, located in the heart of Newcastle. This new home is a foundation for Atom’s people-first approach, ensuring our team is equipped with the best facilities to continue delivering the world-class support that has become Atom bank’s hallmark.
Industry-leading performance metrics
Atom continues to set the benchmark for excellence in the UK banking sector with record-breaking customer metrics:
- Trustpilot rating: Maintained a 5-star "Excellent" rating, currently ranked as the number one company in the ‘Bank’ and ‘Savings Bank’ categories in the UK.
- Net Promoter Score (NPS): Consistently delivers an NPS in the high 80s, with 87 across the past 12 months.
- Customer recommendation: Achieved a 93% recommendation score in the 2025 Finder Customer Satisfaction Awards, earning the title of Customer Satisfaction Champion.
- App excellence: Highly rated with 5 stars on both the iOS and Android App Stores, reflecting a simple and easy digital experience.
Helen Wilson, Atom bank COO commented, "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."
About the award
The Feefo Trusted Service Awards, established in 2014, are based purely on the analysis of verified reviews from real customers, providing consumers with the confidence that feedback is 100% genuine and cannot be manipulated.
Tony Wheble, CEO at Feefo, added, “It is a privilege to celebrate companies like Atom bank that remain steadfast in their commitment to customer success. This award is a testament to their ability to turn genuine feedback into meaningful action".
