Intermediaries 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 All eBanking Maturity Changes Opening New Accounts Contact Us Frequently Asked Questions How will I know when my fixed term account is going to mature? My fixed term account has matured but I need more time to decide what to do with my money – what can I do? I need to make changes to my personal details, can you help? Can I take my money out of my account before it matures? Do you accept Court of Protection/Power of Attorney applications? I’ve already got an account with you and I’m in the process of applying for another – but it says you’ve been unable to verify my identity? Is my interest paid net or gross? Where can I find my sort code and account number? Are my personal details and money safe? How do I make a complaint? How can I contact you? Can I get a paper copy of my statement? I've received an email from you, how can I be sure that it's safe? Is my email statement secure once I've opened it? I don’t recognise a transaction on my statement. What should I do? Can I open a business savings account if I or a director/shareholder lives outside the UK? Can I take my money out of my account before it matures? How do I change the business details? How do you verify my identity/business? How many business savings accounts can I have? What types of business savings accounts do you have? How do I send a you a secure message? I've forgotten my password, what do I do? I've forgotten my memorable word, what do I do? I can’t log in and I’ve asked for a password reminder to be emailed to me but it’s not come through? I’m struggling to log in and keep getting a message saying “maximum log in attempts exceeded” – why? I'm sending you a secure message but it's really long what should I do? I've sent you a secure message. How long before I get a reply? What details do I need to log into my eBanking account? Which internet browsers can I use to go on your website? What happens if my maturity date falls on a weekend or bank holiday? When can I call you? How do I notify you that my partner/family member has passed away? All my utility bills are electronic/in my partner's name. What else will you accept to verify my address? Are there any charges for opening or running a savings account? Can I have more than one account? Can I open a joint account? Can you provide things in large print or Braille? How do I pay money into my account? How will I know if my account has been opened? What do I need to open a personal savings account? What is a nominated bank account? What sort code and account number do I use to transfer money into my savings account? Who can I ask to certify my documents? Why do I have to open my account online? Why have I received an email from Feefo? Can I change my nominated bank account? Can I open a business savings account if I (or another director/shareholder) lives outside of the UK? Can I open a business savings account if my company is not in the UK? How is interest calculated on business accounts? How is interest calculated on personal accounts? How many business savings account can I have? How will you verify my identity? I already have a personal account, can I open a business account too? What do I need to open a business savings account? What do I need to open an account? I'm a basic rate tax payer and my partner is a higher rate taxpayer. Which applies to our joint account? What's the maximum amount I can save in my business account? What's the maximum amount I can save in my personal account? When does my fixed term business account start? When is the last time I can change my option? How will I know if you've received my maturity instructions? What happens if I forget to set my maturity instruction? What happens to my interest if I want to reinvest? What if I made a mistake or want to change my instruction? I am an existing customer and am in the process of opening a new account with you. Why has my application been referred? How do I select my maturity option? My savings account is due to mature. What are my options? Want to talk to us? Get in touch with our Savings Specialists by phone, email or post or by sending us a secure message. Personal Savings: 033 0363 6666 savings@masthaven.co.uk Business Savings: 033 0555 2020 businesssavings@masthaven.co.uk 020 7036 2000 15-18 Rathbone Place, London, W1T 1HU info@masthaven.co.uk TERMS & CONDITIONS ONLINE SECURITY PRIVACY NOTICE COOKIE POLICY CAREERS MODERN SLAVERY 2021 Masthaven Bank Limited All Rights reserved. Masthaven Bank Limited is a company registered in England & Wales with registration number 09660012. Registered office address 15-18 Rathbone Place, London, W1T 1HU. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Register no. 719354). Your eligible deposits with Masthaven are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UKs deposit guarantee scheme. This limit is applied to the total of any deposits you have. In the unlikely event that anything happens to Masthaven Bank Limited you won’t have to do anything. For information about the full scope of your protection, visit the FSCS website at www.fscs.org.uk. We use cookies to improve our website. Our cookie setting allows “Necessary” cookies. You can choose to turn on other non-essential cookies here. Necessary Statistics Preferences Marketing OK View Cookie Policy