Manage your

Savings Account

We want to make it easy for you to open and manage your savings account 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.

All eligible deposits with us are protected up to £85,000 by the Financial Services Compensation Scheme


Frequently Asked Questions

We’ll send you a letter a month before your account is due to mature to remind you and to let you know what your options are. Two weeks before it’s due to mature, we’ll email you and ask you to log into your account and select your maturity option. You have right up to the day before your account matures to decide what you do.

Call us or send us a secure message if you would like more information about this.

That’s ok, you can put all or some of your money into our interest-paying e-saver account. 

Once you’ve decided what you’d like to do with your money, you can either transfer your money from your e-saver into a new account or transfer the money out into your bank account. 

Please note that only one withdrawal is allowed and it must be for the full amount.

You can always call us or send us a secure message if you've any questions about this.

Of course. Our Savings Specialists can help you change your name, address, telephone number or your nominated bank details. Just give them a call or send us a secure message.

You can change your email address by logging into your account.

No, you can’t take any money out until the end of your term.  Call us if you've any questions about this or send us a secure message.

Our Savings Specialists can help you with any questions about Power of Attorney applications. Just give them a call or send them a secure message.

As part of our security procedures we have to carry out standard checks on every application. This helps prevent fraud and keep your money safe.

We review all applications within 48 hours excluding weekends and if we need any more information, we will be in contact with you.  Call us or send us a secure message if you would like to discuss this in more detail.

 

All interest payments are gross. 

As part of our regulatory requirements we declare interest earned to HMRC but it’s also your responsibility to declare interest earned to HMRC.  To find out more about your interest Log into your account and click on the “View documents” tab. We will issue you with a summary of interest earned each financial year, this will appear in your documents by the end of April each year. 

Call us or send us a secure email if you would like to discuss this in more detail.

We send your sort code and account number in your welcome email.

You can also find your account number when you log into your account and our sort code is 23-14-51. when funding your accounts, please do remember that funds must be received within the funding window which is currently 7 calendar days and includes the day you open your account.

Call us or send us a secure email if you would like to discuss this in more detail.

We’re always working to help keep your account safe and secure.  Visit our Trust Centre for more information. 

Any savings you have with us are protected by the Financial Services Compensation Scheme, the UK’s deposit guarantee scheme. This protects eligible deposits up to a total of £85,000 per person. 

Visit the FSCS website to find out more about this scheme.

When you call us we will ask you some security questions so we are confident that it is you that we are talking to. We will never ask you to provide your security details via email.
Call us or send us a secure message 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.  You can always call us or send us a secure message too.

We’re always keen to help you with any queries or questions. Send us a secure message, drop us an email, write us a letter or give us a call.

To send a secure email, Log into into your account and click on the “Secure email” link in the contact us tab.

Email us about personal savings at [email protected]
Email us about business savings at [email protected]

We do our best to reply to emails as soon as we can but please allow 48 hours excluding weekends

Write to us at Masthaven Bank, 90 Long Acre, London, WC2E 9RA

Call us on 0330 363 6666 to talk about personal savings 
Call us on 0330 555 2020 to talk about business savings

All calls are recorded and we're open every day.  If you've a specific question about your account our Savings Specialists are here Monday to Friday 9am – 5.30pm, but not on bank holidays.

Yes just give us a call or send us a secure message and we'll organise this for you.

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. 
As we work with the Feefo review service they will also email you and ask for your feedback on our service.  We will never ask you to reveal your personal security details by email.

Once you’ve opened your email statement it’s no longer covered by Masthaven bank security, so please make sure your computer Anti-Virus software is up to date and that your computer is secure.

Call us or send us a secure message if you would like more information about this.

Give us a call or send us a secure message so we can look into this for you.

All signatories and shareholders must be individuals who permanently reside in the UK for tax purposes at the time of making the application.

No, you can’t take any money out until the end of your term.  Call us if you've any questions about this or send us a secure message.

Just call our business savings specialists on 0330 555 2020 or send us a secure message.

We use various electronic databases to verify the business as well as all the individuals involved. In some cases where we are unable to do this we may ask you to send some documentation to us.

You can email scanned certified copies to [email protected] or you can post them to us at Masthaven Bank Limited, 90 Long Acre, London WC2E 9RA.

Each business can open a maximum of 4 business accounts with up to a combined value of £1,000,000.00

We currently offer fixed rate business saving accounts for sole traders and limited companies.

Just login to your account and select "Send a secure mail" which you'll find on the right hand side of the screen in the "Contact us" box.

Just click on the "Forgotten password" link on the login page and follow the instructions.

If you're still struggling, then just give us a call or send us a secure message.

No problem - just give us a call or send us a secure message.

If you haven't received a password reminder, please give us a call.

 

Our website uses cookies which means it stores information provided by you to help us improve our website. If you’ve entered incorrect log in details these can then be stored and stop you from logging in. Don’t worry though, it’s pretty easy to fix this -  you just need to clear the cookies that have been stored.  Give us a call if you need some help to do this.

There is a maximum of 1000 characters for each secure message so if possible we recommend that you keep your messages within this limit.  If that's not possible, then at the end of the message just tell us you'll continue your message in a second message.

We'll reply to all secure messages within 1 business working day, sooner if we can.   

You'll need your:

  1. Your username/ID number
  2. Your unique password
  3. Your memorable word

You can use Internet Explorer, Firefox, Google Chrome, Opera and Safari. 

We'll process your request on the day your account matures.  If you have a very large account balance, to protect your security, we may release the funds a day later. 

Call us or send us a secure message if you would like more information about this.

Our telephone lines are open 24 hours a day, 365 days a year.

Our specialist teams are available Monday to Friday from 9am to 5.30pm but not on bank holidays.

Just call our specialist team or send us a secure message and we'll help you with this.

Don't worry - just give us a call or send us a secure message.

There is no charge for having one of our savings accounts. However if you ask for same day payments there is a charge of £30.

Take a look at our Savings Tariff of Charges for full details. 

Call us or send us a secure message if you've got any questions.

Yes there isnt a limit on the number of accounts you have with us.  
However, there is a maximum total balance of £1,000,000 that you can have deposited with us at any one time. Any joint accounts will count towards each of your own individual limits.

Yes, that's fine, even if you've already got an account in just your name.  We'll give you your own individual login details so you can both access the account at any time.

No problem. Just call us or email us at [email protected] and we'll be happy to help.

Money can be transferred into your savings account by electronic transfer. Electronic transfer from your nominated bank account can be made using Faster Payments, BACs or CHAPS. You will need your Masthaven account number and our sort code, which is 23-14-51.

We do not accept payments by cheque.

You can make as many deposits as you like for 7 calendar days after a successful application, up to a maximum of £250,000. After this time you will no longer be able to transfer funds to your account.

You'll get confirmation at the end of the online application and we'll also send you an email to confirm.

To open an account, you will need:

  • Your current address and postcode
  • Personal UK Bank or building society account details
  • Email address
  • Mobile number.

It's the bank or building society account you use to transfer funds into your savings account with us.
This can be any UK current account in your name, as long as we can verify it when you make your application. You can only have one nominated account and can't transfer funds from another account. We will also use this account to send your money back to you on maturity. You can change this account anytime, as long as it is at least 7 days prior to your account maturing.

Use our sort code number 23-14-51 and your Masthaven account number that we gave you when you opened your account.
Remember you have 7 days to fund your account.  After that you won't be able to transfer money into your account.

Give us a call or send us a secure message and we'll talk you through the options.  You can also use the Post Office's Documentation Certification Services too.

We are an online bank and don't have any high street branches. 

We've made it really easy to open an account online.  It should only take you 10 minutes from start to finish.  Our teams are available on the phone to help you if you need it, just give us a call.

We use the Feefo review service to collect feedback from our customers.  This allows us to improve our customer service and make changes based on what our customers tell us. This email is asking you for feedback about your experience opening an account with us but won't ask for any personal information from you.

Yes just call us or send us a secure message and we'll help you with this.

All signatories and shareholders must be individuals who permanently reside in the UK for tax purposes at the time of making the application.

We only accept applications for sole traders and limited companies that are based in the UK.

Interest is calculated daily and paid annually or, if it's sooner, on maturity.

Monthly interest is credited at the end of the month after you paid money into your account and at the end of every subsequent month.  Annual interest is paid on the anniversary of the account and at maturity.  If you choose to have your interest paid monthly, your interest will vary depending on the number of days in the month.

Each business can open a maximum of 4 business accounts with up to a combined value of £1,000,000.00

We use various electronic databases to verify the identity of new and existing customers. In some cases where we are unable to do this we may ask you to send some documentation to us. If this happens, you'll find all the information on our ID Verification document.

You can email scanned certified copies to [email protected] or you can post them to us at Masthaven Bank Limited, 90 Long Acre, London WC2E 9RA.

Yes, you can.  If you have a limited company, your personal and business accounts are covered separately by Financial Services Compensation Scheme.  If you are a sole trader the cover is aggregated.

  • The current address and postcode for the business or company
  • Residential address and postcode for each signatory/shareholder
  • Your company registration number (limited company only)
  • Your company's current account details with another UK bank or building society

To open an account, you will need:

  • Your current address and postcode
  • Personal UK Bank or building society account details
  • Email address and
  • Mobile number.

In this case, the interest earned is assumed to be split equally between you.

The maximum amount for business accounts is £500,000 for each account.  The maximum number of accounts is 4 and the maximum total balance must not be more than £1,000,000. 
 

The maximum amount for personal accounts is £250,000 for each account.  There isnt a limit on the number of accounts but the maximum total balance must not be more than £1,000,000.  Any money held in joint accounts will count towards each of your own individual limits. 

The account will start from the day you receive confirmation the account is open.

Want to talk to us?

Get in touch with our Savings Specialists by phone,
email or post or by sending us a secure message.