Manage your

Savings Account

We want to make it easy for you to manage your savings account with us, so we’ve put together some commonly-asked questions. For questions about our withdrawal from the banking market, please select the ‘Market Withdrawal’ button below or visit this page. Please note that new accounts are no longer available. 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

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.

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 on 0330 363 6666.

No problem, just give us a call on 0330 363 666

Just double check that you’re using the correct Customer ID. When you initially set up your account we issued you with a temporary Customer ID which you would have been asked to change when you first logged in.  Once you change your Customer ID, that then becomes your permanent Customer ID so you need to use that one when logging in.

Call us if you’re still having problems.

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 aim to reply to all secure messages in 1-2 working days.

You'll need your:

Your username/ID number
Your unique password
Your memorable word

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

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. 

When you’re ready to access your savings, you can then transfer your money from the E-Saver into your nominated 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.

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.

You can change your option up to 10pm on the day before your funds mature.

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

You set and confirm your instructions online using our eBanking service. We'll send you confirmation on the day of maturity to let you know we've received your instruction. You have up until the day before maturity to change your instruction which is why we wait until the day of maturity before sending you this.

Your account will move into an E-Saver account. When you’re ready to access your savings, you can then transfer your money from the E-Saver into your nominated bank account.

You can change your maturity instructions online using our eBanking service up until the day before your account is due to mature.

Choose what to do with your funds by logging into eBanking and following the maturity instructions there. We'll be in touch before your account matures to let you know how to do this.

When your savings account matures, you have the following options:

Move your funds into our E-Saver account
Withdraw all of your funds
Move some of your funds into an E-Saver and withdraw the rest
We’ll send you a letter a month before your account is due to mature to remind you and let you know what your options are. Two weeks before your account matures, we’ll email you and ask you to log into eBanking to select your maturity option.

Of course. You can change things like your phone number by logging into your account. The video below shows you just how to do this.

To change your name, address or nominated bank details, our Savings Specialists can help. Just give them a call or send us a secure message.

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.

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

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

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 14 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.

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

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.

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.

Interest is calculated daily and applied annually.

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.

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

Yes. Your savings are safe, and your account and access to eBanking will continue to operate as normal.  Throughout this process your savings will continue to be protected by the Financial Services Compensation Scheme.

You don’t need to take any action. Your savings are safe, and your account and access to eBanking will continue to operate as normal.

The terms and conditions of your account have not changed. If you have an eSaver account with us, you can withdraw your funds. If you have a fixed term account with us, you will not be able to withdraw your funds until maturity.

Nothing will change and you do not need to take any action.  We’ll return your deposit including any interest as normal.  We’ll write to you closer to your account’s maturity date with full details.

You do not need to take any action. We’ll contact you in September 2022 to confirm when your savings will be returned.
 

 

The terms and conditions of your account have not changed. If you have an eSaver account with us, you can withdraw your funds. If you have a fixed term account with us, you will not be able to withdraw your funds until maturity.

You will have the period stated in your Product Summary (“the Funding Period”) to fund the account, or you can choose to close it.

Nothing will change and you do not need to take any action. We’ll contact you in September 2022 to confirm when your savings will be returned.

 

 

 

Yes. Changes can be made as normal. Visit our Manage Your Account page for full details and processes. 

Yes, access to eBanking will continue. We’ll let you know if this is going to change.

You can contact our teams in the normal way but following this announcement our phone lines may be busier than normal. Remember you can always send us a secure message through eBanking.

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 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, 15–18 Rathbone Place, London, W1T 1HU.

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.

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.

Want to talk to us?

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