How to

complain

We always aim to provide a level of service that goes beyond your expectations. But if something goes wrong, we’ll work with you to put things right.

If something goes wrong

It's all about youyou have our word

The most important element of Masthaven is you. That’s why we created our Customer Charter and we’re 100% committed to making sure you get an unparalleled service. But if something does go wrong, we’ll work with you to find a suitable solution. Just call us on 0207 036 2000, email us at [email protected]  or write to us at Masthaven Bank, 90 Long Acre, London WC2E 9RA.  Our complaints process is explained below.

How we handle customer complaints

Just call us on 0207 036 2000, email us at [email protected] or send a letter to us at Masthaven Bank, 90 Long Acre, London WC2E 9RA.

We always aim to provide the highest possible levels of service. However, even with the best processes and procedures things can go wrong. When this happens, recovering the situation and providing a rapid resolution is of upmost importance to us.

Masthaven Bank commits to:

•Keep you updated
•Acknowledge when we’ve made a mistake
•Offer temporary solutions during issues

Deal with issues consistently each time

•Make it easy for you to raise your complaint
•Listen to your complaint
•Consider how you would like us to resolve your complaint
•Make sure you are satisfied with how your complaint was handled

Immediate resolution
Our aim is to resolve your complaint straight away but if we can’t, we will carry out a full investigation by gathering information to properly review your complaint. This may mean that we ask you for more information or papers to assist us in the investigation. For any complaint that we resolve within 3 business days from date of receipt, we will issue a Summary Resolution Letter giving details of the complaint and how we have resolved it together with details of the Financial Ombudsman Service.

Responding within 5 business days
We will do our best to fully investigate your complaint and respond to you within 5 business days of receipt. If we cannot respond to your complaint within 5 business days, we will write to you explain why we can’t and let you know when will be back in touch.

Keeping you informed after 4 weeks
If we have not been able to resolve your complaint within 4 weeks, we will contact you again to update you with our progress and tell you how much longer we anticipate it will take.

Providing a Final Response within 8 weeks
In exceptional circumstances, where your complaint is particularly complex, matters may take up to 8 weeks to resolve. If your complaint is not resolved within 8 weeks, then we will write to you requesting more time or send you a "Final Response". After 8 weeks, you may be eligible to contact the Financial Ombudsman Service to discuss your complaint. They may be able to look into your complaint and help you reach a satisfactory conclusion.

We are a member of the Financial Ombudsman Service and if we cannot reach agreement with you, we will send you a "Final Response" letter. This will clearly set out our position with regard to your complaint and will advise you on how to contact the Financial Ombudsman Service if you wish them to review your case. Any referral to them must usually be made within six months of the date of our "Final Response".

The Financial Ombudsman Service

The Financial Ombudsman Service offers a free independent service and they can help with most complaints about or products and services. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Tel: 0800 023 4567

Email: [email protected]
www.financial-ombudsman.org.uk