Masthaven Bank: Best Customer-Centric Use of Financial Technology UK 2020


Digital advances have brought flexibility and customisation to banking. Masthaven Bank, founded in 2004, has harnessed those advances to deliver a suite of solutions marked by speed, convenience and security — without sacrificing the human connection and a personal touch. Customers can apply online — via an easy onboarding process — for fixed-term savings accounts, with custom-set maturity dates from six months to five years. The bank also works with brokers to offer first- and second-charge mortgages, bridging loans and development finance. In response to client demand during the pandemic, Masthaven announced a limited-edition range of fee-free remortgages, including first-charge residential two-year and five-year fixed remortgage products. It details its customer commitments in a charter that promises personalised, professional and timely responses to all requests. Masthaven team members listen to client concerns, and offer honest feedback as well as the expertise to resolve any pain points. The bank is fastidious in the protection of clients’ personal information and forthright in the prevention of fraud and cybercrime. Masthaven pledges full transparency in its decision-making processes, and explains outcomes in straightforward terms. It seeks continuous improvement by soliciting customer feedback to drive development, and is quick to correct any oversight. At Masthaven Bank, customer service is personalised, and client funds are protected — guaranteed up to £85,000 by the UK’s Financial Services Compensation Scheme. The judging panel presents Masthaven Bank, a repeat winner, with the 2020 award for Best Customer-Centric use of Financial Technology (UK).