SAVERS Frequently Asked Questions

Can I get a paper copy of my statement?

Please email us at and we'll help you with this. 

I've received an email from you, how can I be sure that it's safe?

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. We will never ask you to reveal your personal security details by email.

I don’t recognise a transaction on my statement. What should I do?

Please email us at and we'll help you with this. 

Can I still access to eBanking?

No, the eBanking portal has now been closed and is no longer accessible. Please email us at if you need any further information.

Was my interest paid net or gross?

All interest was paid gross. As part of our regulatory requirements we declared interest to the HMRC, but it’s also your responsibility to declare interest earned to HMRC. An interest certificate for the most recent tax year ending April 2023 was issued in March 2023. 

Please email us at if you would like to discuss this in more detail.

How do I make a complaint?

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. 

How can I contact you?

We’re always keen to help you with any queries or questions. Send us an email or write us a letter.

Email us at We aim to get back to you as soon as possible, but please allow 3 working days.

Write to us at Masthaven, 30 City Road, London EC1Y 2AB.

Why is Masthaven moving money into trust instead of repaying deposit holders itself?

Masthaven announced in February 2022 that it was withdrawing from the UK banking market and, as a consequence, would be repaying deposits to its customers.  As part of the process to withdraw from the UK banking market, Masthaven will apply to its regulators, with whom it has discussed its plans, to cancel its regulatory permissions to accept deposits.  For any accounts where we have been unable to return deposits to customers, we have moved a sum of money equal to the amount on those deposit accounts into trust to ensure that money continues to be available to repay all depositors.

What is a trust?

A trust is a legal arrangement for managing assets.  The assets are held and managed by a trustee for the benefit of other people (the beneficiaries), in this case the depositor or personal representatives acting for the deceased depositor. Under the trust that Masthaven has established, a beneficiary has a right to withdraw the full amount of his or her funds by applying to the trustee (subject to proof of claim).

How do I know if I am a beneficiary?

All Masthaven customers (or their personal representatives where a customer has died before funds were transferred to the trust) whom Masthaven has not able to repay before transferring money to the trust have become beneficiaries of the trust.  Masthaven has informed each customer (or their personal representatives) if they are a beneficiary under the trust.

What does it mean if I am a beneficiary?

If you are a beneficiary (and over 18) you have an absolute entitlement to your share of the trust assets and the right to claim it at any time.

Will the trustee be able to use the money in the trust?

The trustee will only be able to use the money in the trust account to pay beneficiaries their share of the trust fund to which they are entitled.

If I am a beneficiary under the trust, what documents will the trustee require to pay me?

The trustee will require the same documents as Masthaven currently requires.  If you have already provided some of these to Masthaven, the trustee may not need you to provide them again.  But note that the trustee is likely to require you to provide evidence of your identity and address, even if you have already provided these to Masthaven.
If you are the Personal Representatives of a deceased Masthaven customer the required documents are:
•   Death certificate
•   Grant of Probate (or Letters of Administration or Confirmation if in Scotland)
•   The bank account details for where the funds are to be transferred
•  (For non-solicitors) A bank statement to verify the bank account to where the funds are to be transferred
•   Identification documentation for all executors or administrators named on the Grant of Probate (or Letters of Administration or Confirmation in Scotland where relevant) - one proof of identity (such as a passport or driving licence) and one proof of address (such as a utility bill or council tax bill within three months of sending) for each executor or administrator.

Who do I contact to have my deposit returned?

As part of the process of withdrawing from the UK banking market, Masthaven has established and funded a trust to ensure that remaining deposit holders whom it hasn’t been able to repay have ready access to funds via Zedra, the trustee, who will have the resources to facilitate repayment. Zedra will process any claim in the same way as Masthaven would have done.

Who are Zedra Trust Company (UK) Limited?

Zedra Trust Company (UK) Limited is an FCA regulated company (register reference 119184) providing trust, corporate and fund services, serving customers worldwide.  It is part of a global organisation providing such services and more. You can find out more information about the organisation here:

How do I contact Zedra?

You can contact them by email, phone or by post:


Tel:  01565 748808

Address:  Booths Hall, Booths Park 3, Chelford Road, Knutsford, Cheshire, WA16 8GS

How can I claim from Zedra?

You can contact Zedra in the following ways:


Phone: 01565 748808

By Post: Booths Hall, Booths Park 3, Chelford Road, Knutsford, Cheshire, WA16 8GS. 

Zedra will need to be satisfied that you are a beneficiary under the trust and will need details such as your name, address and account number(s) for the account(s) you held with Masthaven Bank.  You will also be required to evidence your identity, and may need to provide certain other information and / or documentation relating to your historic account with Masthaven Bank for Zedra to be able to release funds to you. If you were not the Masthaven Bank account holder (for example, you are the personal representatives of a deceased account holder), Zedra will still require information about the account holder and the Masthaven account as well as documentation to evidence that you are entitled to the money that is held in trust for the account holder. 

What happens if I contact Zedra and they say I’m not a beneficiary?

Masthaven has funded the trust with enough money to pay all of its deposit holders it was unable to repay. Masthaven has also provided Zedra with details of all those deposit holders it could not repay and who therefore are beneficiaries under the trust.  If Zedra do not have a record of you as a beneficiary, it is likely the deposit has already been returned to you by Masthaven.  

If you have further information confirming the funds have not been returned, please provide this information to Zedra as evidence to support your claim.

Why might I have to provide evidence of identity and address again if I have already provided it to Masthaven?

Zedra are required to meet anti-money laundering legal and regulatory requirements themselves and therefore they may not be able to rely on the documentation that Masthaven provides to them.

Will I need to provide Zedra with any documents that I have already provided to Masthaven?

You may need to provide documents that evidence your identity and address again but you should not need to provide other documents.  Masthaven has provided copies of all information and documentation it holds in relation to the accounts you (or if you are personal representatives of a deceased customer, the deceased customer) held with it to Zedra.

Will the funds in the trust account still have the benefit of Financial Services Compensation Scheme (FSCS) protection?

The trust account will be held in the name of the trustee, Zedra, at Barclays Bank plc.  As a beneficiary under the trust, you will have an absolute entitlement to a share of the trust funds to the value of the amount due to you. Therefore you will be entitled to FSCS protection for this amount, subject to eligibility criteria and Scheme limits. This means that the share of the trust fund that you are entitled to as a beneficiary will be aggregated with any eligible amount you hold at Barclays Bank plc for the purposes of applying the FSCS limit of £85,000 (FSCS limit as at 9th June 2023). If you are personal representatives of a deceased Masthaven account holder, the amount you are entitled to under the trust will be aggregated with any other eligible funds in the name of the deceased held with Barclays Bank plc. You can find out more about the Scheme at