A note to customers

Important Information

Customers with account numbers beginning M01 or 3000

If you have received a letter from Masthaven Bank in September 2022 or April 2023 regarding the transfer of your mortgage and/or your personal data, please contact your new mortgage provider and/or data controller and they will be able to help you with any queries you may have. For details on how to contact the new mortgage provider and/or data controller, please refer to your letter.

If you have not received a letter regarding the transfer of your mortgage information and/or your personal data, or you had a mortgage with Masthaven Bank which redeemed on or before 31 December 2021, please take a look at the FAQs below.

If you are a bridging or development finance customer, please see the FAQs below.


Frequently Asked Questions

If you are a bridging or development finance customer, or you had a mortgage with Masthaven Bank which redeemed on or before 31 December 2021:

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 Limited, 30 City Road, London EC1Y 2AB.

If you had a mortgage with Masthaven Bank on or after 1 January 2022, please contact your new mortgage provider and/or data controller and they will be able to help you with any queries you may have. For details on how to contact them please refer to your letter from Masthaven Bank sent in either September 2022 or April 2023.

Our aim is to always provide a level of service that goes beyond your expectations. However, if you are a bridging or development finance customer or you had a mortgage with Masthaven Bank which redeemed on or before 31 December 2021 and wish to make 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. 

If you had a mortgage with Masthaven Bank on or after 1 January 2022, please contact your new mortgage provider and/or data controller in order to make a complaint. For details on how to contact them please refer to your letter from Masthaven Bank sent in either September 2022 or April 2023.

If you are a bridging or development finance customer or you had a mortgage with Masthaven Bank which redeemed on or before 31 December 2021, we can provide these for you, but we charge £25 for each statement you request.

Just send us an email at [email protected].

If you had a mortgage with Masthaven Bank on or after 1 January 2022, please contact your new mortgage provider and/or data controller and they will be able to provide you with a copy of the statements required. For details on how to contact them please refer to your letter from Masthaven Bank sent in either September 2022 or April 2023.

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 send us an email to [email protected].

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.

Bridging or Development Loans

You will receive your annual statement shortly after the anniversary of when your loan was set up.


Mortgages

Statements will be issued by your new mortgage provider and/or data controller. For details on how to contact them please refer to your letter from Masthaven Bank sent in either September 2022 or April 2023.

Our Tariff of Charges has all you need to know about our fees and charges. If you would like more information regarding these please send an email to [email protected].

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:

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: