If something goes wrong

Our aim is to always provide a level of service that goes beyond your expectations. If you have a complaint however we’ll work with you to find a suitable solution and improve our service for everybody.

How Masthaven Bank commits to handle Customer Complaints

1. Our Commitment

Masthaven Bank always aims 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 the customer appraised of progress
  • Acknowledge when a mistake has been made
  • Provide temporary solutions during issues
  • Deal with issues consistently each time

2. What we will do?

  • 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

3. How and where to complain to?

If you are not satisfied with any aspect of your product or the service we provide, you can contact us via:

Email: [email protected]
Address: Masthaven Bank, 4th floor, 11 Soho Street, London, W1D 3AD
Telephone for savings complaints: 0330 363 6666
Telephone for all other complaints: 020 7036 2000

4. How long will it take?

Immediate resolution
Our aim is to resolve your complaint straight away. If we are unable to resolve your complaint immediately, we will carry out a full investigation by gathering the information needed to properly review your complaint. This may mean that we will 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 endeavour 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 are not yet in a position to address the matters raised and indicate when we will make further contact.

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 have elapsed, 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.

5. What happens if we cannot reach agreement?

Masthaven Bank is 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.

You can contact them at:
The Financial Ombudsman Service
Exchange Tower
E14 9SR
Tel: 0800 023 4567 or view their website: