account

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.

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.

A change in the Bank of England base rate may mean a change to some mortgage or loan accounts that are linked to the Bank of England base rate, the Masthaven Bank Administered Variable Rate or the Masthaven Secured Loans Administered Variable Rate.

Take a look at your mortgage offer document to find if your mortgage is linked to one of these rates.

Don’t worry, if your payment is going to change we’ll write to you before this happens to let you know what your new monthly payment will be.  You can always call us on 0207 036 2012 if you've any questions.

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, 90 Long Acre, London WC2E 9RA:

- 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  

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] 

Many of our mortgages have flexible features so if you move, your mortgage can move with you.

To find out if your mortgage has flexible features take a look at your loan agreement or mortgage offer.

If you decide to move your mortgage you won’t be able to make any changes – it will move over to the new property on the same terms. We aren’t able to give you mortgage advice so if you need to make changes to your mortgage you’ll need to contact your adviser and apply for a new mortgage.

Get in touch to find out what options are available by calling us on 0207 036 2012 or email us as [email protected]

We’re happy to consider these. 

Just get the other lender to send the following information to us at Masthaven Bank, 90 Long Acre, London WC2E 9RA:

-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, 90 Long Acre, London, WC2E 9RA

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.

 

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.

Yes, you can apply for a mortgage payment holiday for three months. If after three months you are still struggling you can ask for this to be extended for another three months as long as this doesn’t take you over the six-month limit.

You can apply for your first three-month mortgage payment holiday using our online form. 
Once we’ve all the information we need from you we’ll confirm the agreement is in place. This normally takes around 14 days.
 

No.  When your payment holiday ends, we’ll contact you by email to offer you your repayment options and provide approximate calculations as to what your monthly payments will be, depending on what repayment option you choose.  We will ask you to complete an online form to confirm your repayment option. When we receive your online form with your chosen option, we will make the necessary adjustments to your account including reinstating your direct debit.

To cancel your existing payment holiday early just call us on 0207 036 2012 or email [email protected]

Yes, we can offer mortgage payment holidays for three months. If after three months you are still struggling you can ask for this to be extended for another three months as long as this doesn’t take you over the six-month limit.

You can apply for your first three-month mortgage payment holiday using our online form. Once we’ve all the information we need from you we’ll confirm the agreement is in place. This normally takes around 14 days.
 

Yes.  Please get in touch so we can explain how to do this.  You can call us on 0207 036 2012 or email us at [email protected]

Yes. We’ll continue to charge interest on your outstanding balance and we’ll apply it to your balance monthly. You won’t have to make any payments during the payment holiday. Interest will be charged at your current interest rate and must be repaid within your current mortgage term.

We recognise that the coronavirus outbreak will cause significant financial difficulty for many people. If your account was up to date and not in arrears at the time of the coronavirus outbreak we will not report any payment holidays to credit reference agencies.

However, please note that if you have already had payment holidays covering six months and agree a new arrangement with us, this may affect your credit score.

If you’re worried about making your mortgage payments please get in touch.

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:

• Money Advice Service  - free and impartial money advice, set up by government
• Citizens Advice - advice on issues such as debt management and welfare benefits
• StepChange – free, impartial debt advice
• National Debtline - free, impartial debt advice
• Cruse - for financial support in bereavement
• Samaritans - emotional support
• PaypPan - free debt help and 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.

When your payment holiday comes to an end, we’ll email you and ask you to provide details about your current financial situation. We will then assess and get back to you to.
 
If you are in financial difficulties please contact us as soon as possible, on 020 7036 2012, to discuss your situation. We have highly trained staff to help you.
 
One thing we can’t do is offer financial advice but here are some free debt advice companies that can offer you support and advice:

• Money Advice Service  - free and impartial money advice, set up by government
• Citizens Advice - advice on issues such as debt management and welfare benefits
• StepChange – free, impartial, debt advice
• National Debtline - free, impartial, debt advice

We’re working with the government and the Financial Conduct Authority (FCA) on the extension of loan repayment holidays. We’ll post an update here once the details have been finalised. In the meantime, if you’re worried about making loan repayments get in touch with us as soon as possible. You can call us on 0207 036 2012 or email us at [email protected]

Yes. You can apply using our online form. Once we've all the information we need from you, we'll confirm the agreement is in place. This normally takes around 14 days.

Yes. If you’ve taken a mortgage payment holiday we’ll contact you towards the end of the three-month period to review your situation. If you’re still unable to make payments you can request an additional three-month payment holiday. Customers can only have a payment holiday of up to six months in total.
 

Any agreements made with us that fall outside of the six-month window may affect your credit rating. If you’re worried about making your mortgage payments please get in touch with us to discuss your situation.
 

Under the government scheme you can apply for a payment holiday up to six months but we can only agree a payment holiday of up to three months at a time. The payment holidays do not need to be concurrent but you need to apply by 31st March 2021 and all payment holidays must end by 31st July 2021.

After 31st March 2021 you can extend an existing payment holiday up until 31st July 2021 as long as it doesn’t go over the six-month limit and there are no breaks in the payment holiday.
 

You need to apply by 31st March 2021 and all payment holidays must end by 31st July 2021. After 31st March 2021 you can extend an existing payment holiday up until 31st July 2021 as long as it doesn’t go over the six-month limit and as long as there are no breaks in the payment holiday.