"WARNING !! DO NOT USE THIS COMPANY"

Ref: Mandi Saville’s review below.
Don’t worry S**theaven. The buyers will definitely be contacting you. We’ve told them the deal is off, unless they use someone else. So they’ll be in touch today. We’re not waiting another 6 months until your complaints department can be bothered reading the email, then replying that you require more information like what colour socks they wear on a Tuesday. You’ve just wasted everyone’s time and money by your own unprofessionalism and incompetence.

"Masthaven HAVE LOST ME 10k, MY FUTURE HOME AND MY CURRENT HOME"

Masthaven have lost me a lot of money, since beginning of July you have been dealing with my buyers mortgage. They have done everything you have asked including paying their big tax bill back in November so bringing it down to zero and yet you still have not even got to the valuation/offer stage and they could have had an extra few months grace.
I’m on the verge of losing my house now as I have been waiting and waiting as they keep being told there will be updates.
Your completely incompetent with letting anyone know what’s going on. We were told it was going to be August for completion. What a joke you are.
Thankyou so much Masthaven, I’m losing everything now, Ive lost my house I wanted , I could have taken another buyer had I known this awful wait.
DONT USE

"Stress is Masthaven"

I totally agree with the reviews on lending, after approximately 450 emails asking stupid questions from totally inexperienced staff, finally obtained loan.
Surveyors report not worth a penny - hundred years out on build date, could not tell wood from plastic and the potting shed was identified as a garden room.
The threatening computer lead letters come early, and are regular but try getting a letter from a real person impossible.
Delays have cost me in region of £50k now, but the computer does not care.
Communication with solicitors non existent and tend to blame each other for incompetence.
It would have all taken a professional bank manager two hours maximum to regularise the loan, but in this world of poor IT untrained staff do not invest, it is not worth the stress. Felt as though I had been mugged throughout.Would love to meet the other one stars as sounds as though we have all had similar experiences—-I ain’t bothered and I ain’t listening.

"Dreadful company one star is way too…"

Dreadful company one star is way too much!! Disgraceful service, failing to return calls, incredibly slow process.......over 6 mths (even though they suggested 4 to 6 weeks) to do a bridging loan, idiot questions by their incompetent solicitors, weeks in between questions, wanting to know details about things that they had no business asking about in relation to another Ltd Company I am a director of, finally failing to complete after promised completion dates multiple times, costing me much extra charges due to having to extend my previous lending! Please, do yourself a favour ........DON'T USE MASTHAVEN, THEY ARE RUBBISH !!

"Appalling customer services"

Appalling customer services, unacceptable wait times, dreadful complaints handling (phone call from complaint handler didn't even know details of case), delay in refunding me fees paid.

Avoid like the plague.

"I honestly wish I could give them -5…"

I honestly wish I could give them -5 applied for a re-mortgage loan for half what the house is actually worth as it stands now, only to be met by constant questioning with no relevance to the re-mortgage loan and ridiculous waiting times for responses to simple yes or no questions. Don’t waste your time people absolute cowboy company who are only interested in stupid amounts of bank statements and what colour underwear you have one.

"A sad tale of poor customer service"

I wanted to place a substantial investment with Masthaven. Their first step was to lie to me about requiring copies of my bank statements. My email in response was ignored. I emailed again drawing their attention to the lies and lack of response, explaining that the bank had failed to meet my lending criteria and not to bother to contact me as my decision was final.
They telephoned me and then demanded that I should identify myself. On being told that I would only do so if they could identify themselves to me first they eventually admitted they couldn't.
I was advised that they had decided to make my refusal to lend them my money into a complaint, which they would look into. A letter was subsequently received telling me that they had investigated the complaint which they had made against themselves and dismissed it. I have explained that I haven't made a complaint, they have, and it would make more sense for them to write to themselves telling themselves that their own complaint was not upheld by themselves. Yes, I know - bizarre isn't it?
It is easier just to use a proper bank.

Later - I see Masthaven has responded. As a retired bank manager I do know precisely what the requirements are for opening a new account. That is why I was already unimpressed with this so called bank and my view of them is not improved by a reply which is economical with the truth.

"I have multiple fixed term bonds with…"

I have multiple fixed term bonds with Masthaven (3 to 5 years).
The account setup was easy.

Essex

"Great experience so far"

I found it very easy to open a savings account online. Account was opened immediately and I got an email within minutes to confirm the initial transfer from my previous bank had gone through. Process went really smoothly.

"Reliable & friendly"

Bought 3 years Fixed Term Bond from them on 12/07/2018. They have been great in paying our annual interest on time. Also quick in clearing any doubts and quite friendly too. Have today asked them if we could invest some more money, which we will do in spite of the lowering of interest rates. At least this company is good !