Coronavirus Support

If you’ve been financial impacted by Coronavirus take a look at our money worries FAQ’s below for ways we may be able to help you and links to free, independent advice.  You can also call us on 0207 036 2012 or email us at [email protected]

Manage your

account

We want to make it easy for you to manage your mortgage or loan with us, so here we’ve put together some of our commonly-asked questions. If you’ve a question that’s not answered here, don’t hesitate to get in touch.
Your home may be repossessed if you do not keep up repayments on your mortgage.

Frequently Asked Questions

Yes.

Just call us on 0207 036 2012, give us your new bank sort code and account number and we’ll do the rest.

You can also email at [email protected]

We’ll need at least 10 working days before your payment is due so we can make the change in time.

You can change your direct debit payment date to any day within your current month of payment.

But you can’t change:

- Within 10 working days of the next payment date

- To the next month so you skip a month

- Your first payment

Additional interest payments are charged to some accounts but we’ll let you know if this applies to your account before we make the change.

Just email us at [email protected] to make a request.

If you're having difficulty making payments or are worried about making payments please call us on 0207 036 2012 so we can help you.

You can make an overpayment, in addition to your normal monthly payment, on all of our mortgage or loan accounts. It’s a good idea to check your loan agreement or mortgage offer first, though, as some accounts have redemption fees that apply to them.

Generally speaking, if you make an overpayment of up to 10% of your account balance each year you won’t be charged.

We may ask you to provide evidence of the source of any funds you intend to use to make an overpayment. 

Email us at [email protected] to find out more.  You can always call us on 0207 036 2012 if you've any questions too.

The quickest and easiest way is by direct debit.

You can also make a payment by bank transfer, internet banking or Faster Payments using the following details:

Account Name: Masthaven Bank

Sort Code: 20-32-53

Account Number: 43193683

Reference: Your Masthaven account number

You can also make payments using your debit card.  Just give us a call on 0207 036 2012.

Before you reach the end of your fixed rate or discounted offer period we will write to you to let you know what this means to your future payments. You can always call us on 0207 036 2012 if you've any questions.

Your normal monthly payment includes interest and capital for the whole month, starting on the first day of the month.

The first payment also includes interest from the date you completed and the end of the month. The earlier in the month your mortgage or loan completes the larger the additional payment made, in addition to your normal monthly payment.  You can always call us on 0207 036 2012 if you've any questions.

We’re currently considering the impact of this change to the bank.
 
If you’re currently on a fixed rate mortgage product
Your interest will not change until the end of the fixed rate period.
 
If you’re on a variable mortgage or the fixed rate period on your mortgage has ended
We’re currently working through what this means for our customers. The interest rate on your account may be affected. If it is we’ll make sure we write to you giving you at least 30 days’ notice of any interest rate change.

You can find full details of the rate you’re on in your original offer documents, or call us on 0207 036 2012 and we’ll be happy to help.

We’re happy to consider second or subsequent charge requests.

Just get the other lender to send the following information to us at Masthaven Bank, 15-18 Rathbone Place, London W1T 1HU:

- Name/names of account holder/s

- Masthaven account number

- Address including postcode

- Authority for us to talk to the other lender, signed by all account holders

- Full details of the second/subsequent charge loan including purpose

- Copy of the second charge/subsequent charge loan illustration

- Cheque made payable to “Masthaven Bank” for £95  

We’ll do our best to respond to your request as soon as possible but you should allow 10 working days once we’ve received your request.  You can always call us on 0207 036 2012 if you've any questions too.

Unfortunately not. Our mortgages and loans don’t have this feature available.

We can consider an extension of your bridging or development loan, depending on the circumstances. Give us a call on 0207 036 2012 and we’ll explain what you need to do.
 
We charge 1.5% of the balance of the loan for the extension service and approval is subject to status.

If you need more information about the service like the fees, interest rates or a personal illustration please send an email to [email protected] 

We are unable to offer this contract variation at this time.

We’re happy to consider these. 

Just get the other lender to send the following information to us at Masthaven Bank, 15-18 Rathbone Place, London W1T 1HU:

-Name(s) of account holder(s)
-Masthaven account number
-Address including postcode
-A signed (by both borrowers if applicable) authority for us to liaise with your new lender
-Full details of the deed of postponement
-A copy of the loan illustration or loan details in relation to the deed of postponement
-Details of the purpose of the new loan
-Cheque for £40 made payable to “Masthaven Bank”
We’ll do our best to respond to the request as quickly as we can but please allow 10 working days from when we receive the information. 
You can always call us on 0207 036 2012 if you've any questions. .

We’re always keen to help you with any queries or questions. Drop us an email, write us a letter or pick up the phone:

Email us at [email protected]
We do our best to reply to emails as soon as we can but please allow 72 hours.

Write to us at Masthaven Bank, 15-18 Rathbone Place, London W1T 1HU

Call us on 0207 036 2012

All calls are recorded and we’re open Monday to Friday 9am – 5:30pm, but not on bank holidays.

Our aim is to always provide a level of service that goes beyond your expectations. However, if you have a complaint we’ll work with you to find a suitable solution and improve our service for everybody.

Here’s more information about how to complain and how we’ll deal with any complaints.  You can always call us on 0207 036 2012 too.

Yes, we can provide these for you but do charge £25 for each statement you request.

Just give us a call on 0207 036 2012 or, send an email to [email protected] 

We can send you 2 free redemption statements but any additional requests will be charged at £25 each.  We also send you a redemption statement with your mortgage statement each year. 

Just give us a call on 0207 036 2012 or send an email to [email protected]

The Masthaven Bank Administered Variable Rate (MBAVR) will vary over the term of the loan and is a Variable Rate set internally by Masthaven Bank. The Masthaven Bank Administered Variable Rate does not track the Bank of England Base Rate.

If you originally took your loan out with Masthaven Secured Loans Limited your variable rate will be linked to the Masthaven Secured Loans Administered Variable Rate (MSLAVR). The Masthaven Secured Loans Administered Variable Rate (MSLAVR) will vary over the term of the loan and is a Variable Rate set internally by Masthaven Bank. The Masthaven Secured Loan Administered Variable Rate does not track the Bank of England Base Rate.

 

Date issued

MBAVR

Gross rate

1 Dec 2018

5.25%

5.25%

Date issued

MSLAVR

Gross rate

1 Dec 2018

5%

5%

We’ll post out your annual statement shortly after the anniversary of your mortgage or loan account being set up.

Our Tariff of Charges has all you need to know about our fees and charges. Give us a call on 0207 036 2012 if you've any questions.

The government’s mortgage payment holiday scheme has ended. However, if you’re having problems making payments please get in touch as there may be other ways we can help

It’s a good idea to complete our income and expenditure form before you contact us so you’ve got a clear picture of your monthly expenses. Call us on 0207 036 2012 or email us at [email protected]

The government’s mortgage payment holiday scheme has ended.  However, if you’re having problems making payments please get in touch as there are other ways we can help.

It’s a good idea to complete our income and expenditure form before you contact us so you’ve got a clear picture of your monthly expenses.  Call us on 0207 036 2012 or email us at [email protected]

We are unable to offer an extension to your offer. If you are, or think you might not be in a position to complete prior to the offer expiring please contact our Customer Service & Financial Support team on 0207 036 2012 or email [email protected]

 


 

Yes.  We charge interest on the outstanding balance and apply it to your balance monthly.  Interest is charged at your current interest rate and must be repaid within your current mortgage term.

If your account was up to date and not in arrears at the time you took your payment holiday we will not report these as missed payments to credit reference.  However if you agree any new arrangements with us, this may affect your credit score.

There are lots of ways you can get specialist help.  Here are just a few organisations that can provide you with free advice as well as support:

Yes.

Just call us on 0207 036 2012, give us your new bank sort code and account number and we’ll do the rest.

You can also email at [email protected]

We’ll need at least 10 working days before your payment is due so we can make the change in time.

Yes, we are part of the Breathing Space scheme which allows you time to get debt advice and find a solution to help you resolve your debt. You can find out more about the scheme here.

We are unable to offer this contract variation at this time.

If you have a Masthaven Residential mortgage we’re happy to consider these requests. It’s a condition of your mortgage that you get our agreement before renting out your property.

Get in touch to find out more by calling us on 0207 036 2012 or email us at [email protected]
 

Want to talk to us?

Get in touch with our Customer Service and Financial Support team by
phone, email or post.
Customer Service and Financial Support: