Frequently Asked Questions

Please email us at [email protected] and we'll help you with this.

We’re always working to help keep your account safe and secure. That’s why we make sure all emails we send are from a secure source and carry the Masthaven brand. We will never ask you to reveal your personal security details by email.

Please email us at [email protected] and we'll help you with this. 

No, the eBanking portal has now been closed and is no longer accessible. Please email us at [email protected] if you need any further information.

All interest was paid gross. As part of our regulatory requirements we declared interest to the HMRC, but it’s also your responsibility to declare interest earned to HMRC. An interest certificate for the most recent tax year ending April 2023 was issued in March 2023. 

Please email us at [email protected] if you would like to discuss this in more detail.

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. 

We’re always keen to help you with any queries or questions. Send us an email or write us a letter.

Email us at [email protected]. We aim to get back to you as soon as possible, but please allow 3 working days.

Write to us at Masthaven, 30 City Road, London EC1Y 2AB.

Masthaven announced in February 2022 that it was withdrawing from the UK banking market and, as a consequence, would be repaying deposits to its customers.  As part of the process to withdraw from the UK banking market, Masthaven will apply to its regulators, with whom it has discussed its plans, to cancel its regulatory permissions to accept deposits.  For any accounts where we have been unable to return deposits to customers, we have moved a sum of money equal to the amount on those deposit accounts into trust to ensure that money continues to be available to repay all depositors.

A trust is a legal arrangement for managing assets.  The assets are held and managed by a trustee for the benefit of other people (the beneficiaries), in this case the depositor or personal representatives acting for the deceased depositor. Under the trust that Masthaven has established, a beneficiary has a right to withdraw the full amount of his or her funds by applying to the trustee (subject to proof of claim).

All Masthaven customers (or their personal representatives where a customer has died before funds were transferred to the trust) whom Masthaven has not able to repay before transferring money to the trust have become beneficiaries of the trust.  Masthaven has informed each customer (or their personal representatives) if they are a beneficiary under the trust.

If you are a beneficiary (and over 18) you have an absolute entitlement to your share of the trust assets and the right to claim it at any time.

The trustee will only be able to use the money in the trust account to pay beneficiaries their share of the trust fund to which they are entitled.


The trustee will require the same documents as Masthaven currently requires.  If you have already provided some of these to Masthaven, the trustee may not need you to provide them again.  But note that the trustee is likely to require you to provide evidence of your identity and address, even if you have already provided these to Masthaven.
If you are the Personal Representatives of a deceased Masthaven customer the required documents are:
•   Death certificate
•   Grant of Probate (or Letters of Administration or Confirmation if in Scotland)
•   The bank account details for where the funds are to be transferred
•  (For non-solicitors) A bank statement to verify the bank account to where the funds are to be transferred
•   Identification documentation for all executors or administrators named on the Grant of Probate (or Letters of Administration or Confirmation in Scotland where relevant) - one proof of identity (such as a passport or driving licence) and one proof of address (such as a utility bill or council tax bill within three months of sending) for each executor or administrator.

As part of the process of withdrawing from the UK banking market, Masthaven has established and funded a trust to ensure that remaining deposit holders whom it hasn’t been able to repay have ready access to funds via Zedra, the trustee, who will have the resources to facilitate repayment. Zedra will process any claim in the same way as Masthaven would have done.

Zedra Trust Company (UK) Limited is an FCA regulated company (register reference 119184) providing trust, corporate and fund services, serving customers worldwide.  It is part of a global organisation providing such services and more. You can find out more information about the organisation here:

You can contact them by email, phone or by post:
Email:  [email protected]
Tel:  01565 748808
Address:  Booths Hall, Booths Park 3, Chelford Road, Knutsford, Cheshire, WA16 8GS

You can contact Zedra in the following ways:
Email: [email protected]
Phone: 01565 748808
By Post: Booths Hall, Booths Park 3, Chelford Road, Knutsford, Cheshire, WA16 8GS. 

Zedra will need to be satisfied that you are a beneficiary under the trust and will need details such as your name, address and account number(s) for the account(s) you held with Masthaven Bank.  You will also be required to evidence your identity, and may need to provide certain other information and / or documentation relating to your historic account with Masthaven Bank for Zedra to be able to release funds to you. If you were not the Masthaven Bank account holder (for example, you are the personal representatives of a deceased account holder), Zedra will still require information about the account holder and the Masthaven account as well as documentation to evidence that you are entitled to the money that is held in trust for the account holder. 

Masthaven has funded the trust with enough money to pay all of its deposit holders it was unable to repay. Masthaven has also provided Zedra with details of all those deposit holders it could not repay and who therefore are beneficiaries under the trust.  If Zedra do not have a record of you as a beneficiary, it is likely the deposit has already been returned to you by Masthaven.  

If you have further information confirming the funds have not been returned, please provide this information to Zedra as evidence to support your claim.

Zedra are required to meet anti-money laundering legal and regulatory requirements themselves and therefore they may not be able to rely on the documentation that Masthaven provides to them.

You may need to provide documents that evidence your identity and address again but you should not need to provide other documents.  Masthaven has provided copies of all information and documentation it holds in relation to the accounts you (or if you are personal representatives of a deceased customer, the deceased customer) held with it to Zedra.

The trust account will be held in the name of the trustee, Zedra, at Barclays Bank plc.  As a beneficiary under the trust, you will have an absolute entitlement to a share of the trust funds to the value of the amount due to you. Therefore you will be entitled to FSCS protection for this amount, subject to eligibility criteria and Scheme limits. This means that the share of the trust fund that you are entitled to as a beneficiary will be aggregated with any eligible amount you hold at Barclays Bank plc for the purposes of applying the FSCS limit of £85,000 (FSCS limit as at 9th June 2023). If you are personal representatives of a deceased Masthaven account holder, the amount you are entitled to under the trust will be aggregated with any other eligible funds in the name of the deceased held with Barclays Bank plc. You can find out more about the Scheme at

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