Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk.
Representative Example: Amount of credit: £1,000 for 12 months at £163.94 per month. Total repayment of £1,967.19. Interest: £967.19. Interest rate: 150% pa (fixed). 311.3% APR Representative.

Hours
Monday – Friday: 08:00 to 21:00
Saturday – Sunday: 10:00 to 18:30
Address
On Stride Financial
PO Box 74347
London
EC1P 1YZ

Direct Telephone Numbers

Call free from landlines. Mobile phone companies may charge up to 40p per minute.

Customer Support
0800 210 0923
Repayment Support
0800 210 0925
Phone

Complaint Resolution Process

You can report complaints in reference to On Stride Financial loan products, policies or services orally or in writing. This can be done via email at complaint@onstride.co.uk, or via phone on 0800 210 0923. Calls are free from landlines, but mobile phone companies may charge up to 40p per minute.

Upon receipt of your complaint, On Stride Financial will acknowledge the complaint within five business days and work to resolve the complaint as soon as possible. We will negotiate with you and work to come to a mutually agreeable solution.

We will send you our final response within eight weeks of receiving your initial complaint. In this letter we will explain that you will have ultimate recourse to the Financial Ombudsman Service if you remain dissatisfied. If you are dissatisfied with our Final Response, you can ask the Financial Ombudsman Service for an independent review.

You have six months from the date of our Final Response letter to take your complaint to the Financial Ombudsman Service. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a direct result of exceptional circumstances. We will enclose a leaflet (or provide you with a link to the leaflet) for your information to assist you if you decide to pursue this further course of action. You can contact FOS at:

Contact Details
Financial Ombudsman Service (FOS)
Exchange Tower
London
E14 9SR
Tel: 0300 123 9 123
Email: complaint.info@financial-ombudsman.org.uk

Further details are also available here.

Online Dispute Resolution Platform

The European Commission has set up an online service to help customers who have a complaint about goods or services bought online from traders in the European Union. If you have a complaint and have not been able to get it resolved, and you applied online, you can complain through the online dispute resolution (ODR) platform.

Use the Online Dispute Resolution (ODR) Platform.

You may need the following information when you use the ODR Platform:
Our name: CashEuroNet UK, LLC
Our email: complaint@onstride.co.uk
Our website address: www.onstride.co.uk.

Complaints Publication Data

Firm Name: CashEuroNet UK, LLC
Period covered in this report: 1 July 2018 – 31 December 2018
Brands/trading names covered: On Stride Financial, QuickQuid, Pounds to Pocket
Product/Services grouping Consumer Credit Lending
Number of complaints opened 16,661
Number of complaints closed 18,419
Percentage closed within 3 days NA
Percentage closed after 3 days
but within 8 weeks		 NA
Percentage upheld 18.1%
Main cause of complaint opened NA

Additional Enquiries

Media Enquiries

For press enquiries about On Stride Financial, please contact us via email at media@onstride.co.uk

Marketing Enquiries

For marketing enquiries about On Stride Financial, please contact us via email at marketing@onstride.co.uk