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.

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.  You’ll need to make an overpayment of more than £5,000 if you’d like to reduce the term of your loan.

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.

At the end of your fixed rate or discounted rate offer period your mortgage will revert to the rate that is detailed in your mortgage offer document.

Don’t worry, 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.

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  

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 a minimum of 1% 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. .

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:

www.moneyadviceservice.org.uk

www.cruse.org.uk

www.stepchange.org

www.citizensadvice.org.uk

www.samaritans.org

www.payplan.com

Talk to us, we’re here to help you.

Telling us early about things which might leave your finances unstable will never make things worse.

If you find yourself facing a serious illness, a mental health problem, you’ve lost your job or have experienced a bereavement we can often help, or alternatively, point you towards specialist advice.

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.

Give us a call on 0207 036 2012 or if you’d prefer, send us an email at [email protected]

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.

 

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.

Want to talk to us?

Get in touch with our Servicing Specialists by
phone, email or post.
Servicing Specialists: