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Masthaven Loans Review 2018 [Read Our Experts Opinion]

Jane Wardle

Written by Jane Wardle on February 4, 2018

Updated August 5, 2018

Overall Rated: 4.0 / 5


While Masthaven promotes an innovative and digital focus of their financial services to help improve the customer experience, the bank also understands that warmth and empathy come best from real people. Masthaven has cleverly combined a range of technological innovations alongside an experienced team of financial experts so that customers really do get the best of both worlds.

Masthaven’s approach of having ‘open digital doors’ has seen to challenge the big banking institutions with their new approach. Even the chancellor Phillip Hammond has commented on Masthaven’s approach as ‘proof a diverse financial sector is working’.


Trust & Reputation

Rated 4.0/5

With media coverage and statistics showing the promise of the ‘challenger bank’ against the traditional banking institutions, Masthaven has already confirmed their reputation as an alternative bank leader. Their flexible and personal approach with a range of digital services has helped banking to become easier and more accessible to their customers.

While Masthaven has been established for a number of years, it was not until 2016 until Masthaven was officially accepted as a bank. The quick success and growth of the company is a testament to their reputation and a new approach to banking that is offering something that customers have long been demanding.

The reputation of Masthaven is further enhanced by winning multiple awards. In 2017, the bank was awarded the Best Bridging Lender accolade in the Coreco Awards. Masthaven also saw success at the Moneynet Personal Finance Awards 2018, recognising Masthaven as the ‘Best Specialist Business Lender’ and the ‘Most Innovative Savings Provider’.

Expertise & knowledge

Rated 5.0/5

While it is rare for new banks to be awarded a banking licence, Masthaven appeared to complete it with ease and have quickly challenged traditional banking services with their new and innovative approach. This shows that Masthaven understands the requirements of customers and have the expertise and knowledge to deliver best what customers want.

With a personal and friendly approach, customers can speak to trained financial advisors while also enjoy a range of digital services through a web portal and application. Their expertise not only covering financial aspect but also the technology safety for a digital banking platform.

Masthaven considers their service provision as ‘human digital banking’ which means people receive human lending decisions but the use of technology to make processes easier and quicker. An example of this is where Masthaven completed a bridging loan of £233, 552 in just 48 hours.

Customer Service

Rated 4.0/5

Winning many awards and receiving esteemed praise across the industry and media, Masthaven continues to focus on the customer. Masthaven excels at providing a niche service of human decisions and expertise with a simplified digital platform for convenience.

Using independent customer review site, Feefo, Masthaven receives an overall score of 4.6 out of 5, based on 581 reviews. 390 of these reviews award the business with the full five-star score. Customers comment on how easy the online system is to use and set up and also mention how friendly and helpful the customer service team are proving that Masthaven has refined the careful balance of being digital but also personal. With customers saying that they recommend the firm and Masthaven providing their own case studies and success stories through social media, it is evident that Masthaven put customers first.

With a focus on providing tailored product solutions in an accessible format to meet customer requirements, many people praise the company for their commitment to delivering what customers want compared to traditional high street banks that do not offer such a personal, tailored or friendly service.