Have a question? You may be able to find the answer below.
Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk.
Representative Example: Amount of credit: £550 for 7 months at £122.43 per month. Total repayment of £857.02. Interest: £307.02. Interest rate: 150% pa (fixed). 313.1% APR Representative.
Yes. The terms and conditions of all loans remain as agreed when the loan was taken out and payment is due in line with the agreement to CashEuroNet UK LLC (in administration). This applies to all loan products (QuickQuid and On Stride Financial (formerly Pounds to Pocket))
The terms and conditions remain as agreed when the loan was taken out.
The Company is unable to provide further lending from the date of the administration appointment.
If you can’t repay your loan on time, please call the QuickQuid Customer Support team straight away on 0800 056 1515 or the On Stride Customer Support team on 0800 210 0923 as applicable to your loan.
Your loan should be repaid as arranged when it was taken out. For more information on repayment arrangements, Continuous Payment Authority and alternative payment methods, please go to "Paying off your loan".
There will be no change to the bank details to which you should make payment. If you receive any requests to make payment to an alternative account, please inform the QuickQuid Customer Support team straight away on 0800 056 1515 or the On Stride Customer Support team on 0800 210 0923 as applicable to your loan.
Never give personal or account details to anyone who contacts you unexpectedly. We will never ask for your bank details.
Please check the FAQs section of the websites at Onstride or QuickQuid depending on who your loan is from.
If your question is not covered, please contact Customer Support on 0800 056 1515 or support@quickquid.co.uk if your loan is with QuickQuid or 0800 210 0923 or customersupport@onstride.co.uk if your loan is with Onstride.
The call centre will remain open as normal, but please be aware that we will be handling a high number of calls and your wait may be longer than usual. Please note that the call centre will not be able to answer any questions related to anything outside of standard service enquiries.
If your question is still not answered, please email your query to casheuronetuk@uk.gt.com. The administrators’ team will look at all individual queries.
Please note that the administrators’ team does not have online access to customer accounts and is therefore unable to deal with queries relating to the servicing of individual accounts, including current account balance, making repayments and change of bank or address details. These queries should be directed to the customer support centre.
Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.
The administrators will continue to provide access to the website and your account home so that you may access your account.
We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.
An administration is an insolvency procedure regulated by the Insolvency Act 1986. The administrator’s role is to realise the assets and distribute them for the benefit of creditors.
The administration will last for an initial period of 12 months but may be extended.
The administrator will provide regular updates to creditors. Any persons or companies who believe they are a creditor of a company in administration should send their claims to the administrator.
The Company filed its application for an administration order on 25 October 2019. We are working to understand the factors which contributed to the Company’s insolvency and will provide an update in due course.
Chris Laverty, Trevor O’Sullivan and Andrew Charters of Grant Thornton UK LLP, were appointed as administrators by the Court following an application to Court by the Company.
Whilst the directors of the Company made the application for the appointment of administrators, the FCA consented to the appointment of the named administrators.
The administrators are qualified insolvency practitioners, regulated by the Insolvency Practitioners Association. The administrators act independently of the Company and the directors for the benefit of all creditors and stakeholders. Their primary concern and mandate is to ensure that they maximise the returns to investors and trade creditors alike.
Grant Thornton UK LLP is one of the world’s leading organisations of independent assurance, tax and advisory firms. The firm has over 190 partners and employs 4,500 people in the UK across 26 offices. We are part of a global network of 50,000 people in over 135 countries.
Yes. The administrators are in regular contact with the FCA and the FCA consented to Chris Laverty, Trevor O’Sullivan and Andrew Charters being appointed as administrators of the Company.
As part of our role as administrators, we may need to access and use data relating to borrowers. In doing so, we must abide by data protection requirements.
Information about the way we will use, and store personal data can be found here https://www.onstride.co.uk/privacy-policy for OnStride Financial and here https://www.quickquid.co.uk/privacy-policy.html for QuickQuid, supplemented by Clause 10 of Grant Thornton’s terms and conditions. https://www.grantthornton.co.uk/globalassets/1.-member-firms/united-kingdom/pdf/search/terms-conditions.pdf
It is important that you read the terms and conditions so that you are aware of how and why we are using your data.
We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.
If your question has not been answered in this FAQ section, please email your query to to casheuronetuk@uk.gt.com. The administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.
After your claim has been assessed, if your claim is agreed by the Administrators you will be an unsecured creditor of the Company and will be owed a distribution once all assets have been sold or realised.
Distributions to creditors are made in the following order: The costs of realising assets will be paid first. Any amounts owing to secured creditors are then settled, followed by employee claims and unsecured claims (such as providers of goods and services and redress claims). If, after paying the costs and amounts due to the secured creditors, there are insufficient funds to pay all remaining claims in full then creditors will receive a proportion of their claim.
Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.
If you believe that you were provided with an unaffordable loan(s) through Pounds to Pocket, QuickQuid or On Stride Financial you may have an eligible claim.
The unaffordability of a loan will be assessed by the Administrators, looking at criteria of the loan at the time it was taken out by the customer.
For more information, we suggest you visit guidance notes from the Financial Ombudsman. https://www.financial-ombudsman.org.uk/publications/technical_notes/payday-lending.html
If you believe you are eligible, you can make a claim through our Customer Support team at complaint@quickquid.co.uk or via phone at 0800 016 3114 for QuickQuid or complaint@onstride.co.uk or via phone at 0800 210 0923 for On Stride Financial, as applicable to your loan.
The Administrators are working on an Online Claims Portal to make claiming for unaffordability quick and easy. We will let customers know once this Portal is live.
If you are a customer and believe you were sold an unaffordable loan (either through QuickQuid or On Stride Financial (formerly Pounds to Pocket)), but have not received any communications from them, please contact 0800 056 1515 if your loan is with QuickQuid or 0800 210 0923 if your loan is with On Stride. The call centre will remain open as normal but please be aware that we will be handling a high number of calls and your wait may be longer than usual.
No. You can make claims directly to the Company.
A CMA/CMC can also help you submit a claim. It is up to you if you want to use one. If you decide to use a CMA/ CMC, please make sure you understand the scope of their services and how much the service will cost you before agreeing to its service.
Any unaffordability claims which were being handled either by Quick Quid or On Stride will now be assessed by the Joint Administrators. You will not need to re-submit a claim, however, it is important to note that the claim will no longer be resolved within the usual eight-week timeframe.
Due to the volume of claims that have been and will be received, the Joint Administrators are working with CashEuroNet to finalise the assessment methodology and online claims portal. Further updates on unaffordability claims will be posted here when available: https://casheuronetukadministration.grantthornton.co.uk/latest-news/
Should your unaffordability claim be upheld, you would be considered an unsecured creditor for the value of the assessment claim. However, the timing and quantum of the final creditor claim is currently unknown and will not be known for some time. Please do note, however, that any payment is highly likely to be significantly smaller than the accepted claim amount. This is because it is expected that the total value of all accepted claims will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.
Any unaffordability claims which were being handled by the FOS are now in the process of being handed back to the Joint Administrators. You will not need to re-submit a claim. Your FOS claim will now be assessed by the Joint Administrators in due course. It is important to note that the claim will no longer be resolved within the usual eight-week timeframe. We understand that the FOS has been in contact with you in relation to these
Due to the volume of claims that have been and will be received, the Joint Administrators are working with CashEuroNet to finalise the assessment methodology and online claims portal. Further updates on unaffordability claims will be posted here when available: https://casheuronetukadministration.grantthornton.co.uk/latest-news/
Should your unaffordability claim be upheld, you would be considered an unsecured creditor for the value of the assessment claim. However, the timing and quantum of the final creditor claim is currently unknown and will not be known for some time. Please do note, however, that any payment is highly likely to be significantly smaller than the accepted claim amount. This is because it is expected that the total value of all accepted claims will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.
Unfortunately, as a result of the administration, the FOS are no longer handling complaints in relation to Quick Quid, Pounds to Pocket or On Stride Financial. Whilst you are still able to escalate your complaint to the FOS, these will be redirected to the Joint Administrators to assess. More information can be found on the FOS’ website, https://www.financial-ombudsman.org.uk/news-events/reports-casheuronet-quickquid.
The Administrators will assess all redress claims during the course of the administration. No payments will be made until all of the assets have been sold or realised.
The Administrators are working with CashEuroNet to identify whether, following determination of your claim, you can be notified of the status of your claim. Currently, we do not have a date for payment of any claims. Further updates on unaffordability claims will be posted here https://casheuronetukadministration.grantthornton.co.uk/ when available.
Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.
Claims for which a customer has not received payment but has been notified that they are entitled by a Final Response Letter (FRL) and have accepted the offer within it will now be considered as an unsecured creditor for the value of the FRL. Currently, we do not have a date for payment of any unsecured creditor claims. It is highly likely that the payment you receive will be much smaller than your claim amount. Further updates on unaffordable claims will be posted here https://casheuronetukadministration.grantthornton.co.uk/ when available.
No, the FSCS do not cover claims under consumer credit agreements. See https://www.fca.org.uk/publication/consultation/cp16-42.pdf
You cannot be redressed twice for the same loan. If you previously received a redress payment from the Company, then the historic loans that were redressed at the time will not be considered again. If you took out further loans from the Company after your previous redress payment, then you may now submit a claim for these new loans if you believe these were unaffordable loans.
Please be aware, if successful, the payment you receive will be considerably smaller than your accepted claim amount. This is because it is expected that the total value of all accepted claims received will significantly exceed the money available to be shared out. The money available to be shared out will not be known until all of CashEuroNet UK LLC’s assets have been sold or realised and certain costs and deductions have been taken into account.
Customers will not be approached by any Grant Thornton or Company staff directly to assist in submitting a claim. We will be in touch in the coming months to let you know how you can submit your claim on a simple Online Claims Portal (if you have not already submitted a claim).
Do not give details of your claim to anyone who approaches you, alleging that he or she work for Grant Thornton or the Company, or otherwise. If you do require assistance or are unsure as to the validity of any correspondence, you have received please contact the Customer Support Team https://www.quickquid.co.uk/contact-us.html or https://www.onstride.co.uk/contact-us depending on who your loan is from.
The Joint Administrators are under a duty to treat each claim equally. Every claim will therefore be assessed in the same way, irrespective of who submits the claim. As mentioned previously, customers do not need to use a Claims Management Company (CMC) or third party to submit a claim. Using a CMC or third party will not accelerate the claims process, nor entitle you to a higher claim amount. It may also expose you to charges that may be deducted from any final payment you might receive.
We may ask you to confirm that your previous bank details are still valid and give you the opportunity to update your bank details (e.g. if you have closed/changed bank accounts), although further proof of ID and other supporting evidence will be required.
If you have a complaint in relation to irresponsible/unaffordable lending, please see the “Redress Complaints” section for more information.
If you have a complaint in relation to something else (other than irresponsible/unaffordable lending), please contact us at:
We will acknowledge within 5 working days.
Thereafter, we will commence an investigation into your concerns and aim to provide you with a full response within 4 weeks. We may ask for additional information to assist with our investigations.
Should we be unable to provide you with our full response, we will send you a further email after 4 weeks with an updated timescale.
Please note that the timescale above does not relate to complaints in relation to irresponsible/unaffordable lending. For more information, please see the “Redress Complaints” section.
Unfortunately, as a result of the administration, the FOS are no longer handling complaints in relation to Quick Quid, Pounds to Pocket or On Stride Financial. Whilst you are still able to escalate your complaint to the FOS, these will be redirected to the Joint Administrators to assess. More information can be found on the FOS’ website, https://www.financial-ombudsman.org.uk/news-events/reports-casheuronet-quickquid.
Check your contract. If your contract was with CashEuroNet UK LLC and you have not been paid for
goods or services provided, please provide details of your claim to the administrator at:
The administrator of CashEuroNet UK LLC
Grant Thornton UK LLP
30 Finsbury Square
London
EC2P 2YU
Please make contact with your usual contact at CashEuroNet UK LLC in the first instance.
The Joint Administrators’ representatives will make contact with you if supply is required. Any goods or services which are supplied after the date of appointment will be subject to new terms, agreed with the Joint Administrators.
We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.
If your question has not been answered in this FAQ section, please email your query to casheuronetuk@uk.gt.com. The Joint Administrators’ team will look at all individual queries. Please be aware that we are expecting a large volume of queries. You may therefore not receive an immediate response.
If you’re unable to repay your On Stride Financial loan for whatever reason, call our customer support centre on 0800 210 0925 as soon as possible so we can arrange a payment plan that works best for you.
If you miss a repayment, call our customer support centre on 0800 210 0925 as soon as possible so we can help you get back on track to repaying your On Stride Financial loan. You can be charged £15 if you make a late payment. We may also charge you default interest on any outstanding principal at the same daily interest rate as your contracted interest rate, beginning on the first calendar day after the repayment date.
Missing payments can make it more difficult and/or expensive for you to obtain credit in the future if we report your default to credit reference agencies.
Yes, you can repay your On Stride Financial loan any time, partially or in full, with no prepayment penalties.
Your due dates will line up with your pay dates. For example, if you are paid fortnightly, you will have fortnightly due dates.
When you take a loan with us, you provide us with a Continuous Payment Authority (CPA) or a Direct Debit Instruction (DDI), permitting us to collect the amount due on each due date from your bank account or debit card.
Continuous Payment Authority (CPA) is a type of automatic payment that authorises a lender to withdraw sums from a borrower’s nominated bank account using debit card details, subject to specifically agreed terms which are fully disclosed and agreed on through the loan application process. Once agreed by a customer, CPA allows a business to automatically take a payment or series of payments from a customer’s debit card on the customer’s payment date.
Customers can cancel their CPA with their bank, their card provider or the company taking the payment. Customers advising the bank or card issuer that they have stopped permission for the payments should also notify us.
Customers may cancel their CPA by contacting us directly either by phone or email and requesting to cancel their CPA. If you cancel your authority for the repayment of your loan with us, you will still be responsible for paying any money that you owe, including any charges which may accrue. An alternative means of repayment will be agreed upon.
Direct Debit Instruction (DDI) behaves similar to an electronic cheque. On Stride Financial sends a payment notice directly to your bank, and the bank then sends the payment amount back to On Stride Financial.
The National Debtline:
A national telephone helpline for people with debt problems in England, Wales and Scotland. Their service is free, confidential and independent.
Helpline: Available Monday – Friday, 9 a.m. – 8 p.m. and Saturday, 9:30 a.m. – 1:00 p.m. Closed Sunday.
For England/Wales/Scotland Call: 0808 808 4000.
The Money Advice Service:
Independent service set up by the government to help people make the most of their money. They give free, unbiased money advice.
Helpline: Available Monday – Friday, 8:00 a.m. to 6:00 p.m. Closed Saturday, Sunday and Bank Holidays
Call 0800 138 7777
To update your debit card details or direct debit details, please contact our Customer Support Team via phone on 0800 210 0923. Please be ready with your new debit card number or branch sort code, as well as your bank/building society account numbers. Please note that we cannot update this information via email.
To update your personal and employment information, please do the following:
Log in to your account using the Log In fields at the top of the screen.
Click on the corresponding link of the information you need to change under the “Account Information” header.
Make the change and click “Update Information.” Please note that some information cannot be updated unless you contact our Customer Support team on 0800 210 0923.
To reset your password, please do the following
Click the "Log In" button on the top of the page.
Enter your email address and click "Forgot your email or password?"
Check your email for a temporary password.
Log in to your account with the temporary password and update your password when prompted.
If you’re already logged in to your account and would like to change your password, simply click on the “Change Password” link under the "Account Information" header.
To ensure you receive important emails from On Stride Financial, please take a moment to add our email address (support@onstride.co.uk) to your address book. Sometimes new email spam filters incorrectly categorise messages from On Stride Financial as “unsolicited” and redirect them to a spam, bulk or junk email folder, or even delete them altogether. Read on for instructions on how to add On Stride Financial to your address book in Outlook and Gmail:
You have the right to access and download (port) your personal records and information. This information is limited to information you have provided us and certain information generated by your activities with us. To request your data be ported, you may log into your account and choose to download and send this data. This information will be prepared in a secure format and will then be available shortly after for download. In limited instances, certain data may not be provided upon request if that personal data concerns other individuals or if providing it would result in a release of information covered by our trade secrets or intellectual property rights.
You have the right to access your personal records and information that we hold about you. For access to information provided by you or generated by your activities, you may log in to your account and choose to download this data. This information will be prepared in a secure format and will then be available shortly after for download. For a more complete list of data held about you, including data obtained from third parties, please email GDPR@onstride.co.uk with your request. Please note that this request may take up to 30 days to complete. In limited instances, certain data may not be provided upon request if that personal data concerns other individuals or if providing it would result in a release of information covered by our trade secrets or intellectual property rights.
You have the right to update any outdated or inaccurate data held about you, and to complete any incomplete data held by us. You may update personal details or employment data by logging in to your account or by calling 0800 210 0923.
You have the right to object to processing where processing is based solely on our legitimate business interests.
If you are currently receiving marketing communications, you are able to change your preferences at any time by one of the following methods:
Via email: Click the "Unsubscribe" link in any email communication and enter your email address on the next screen.
Via the web: Update your subscription information in your account.
Via SMS: By following the unsubscribe link in your SMS communication.
If you object to our processing based on our legitimate business interests, please note that the processing shall cease only where your rights outweigh our compelling legitimate grounds for processing. You may request this right by emailing GDPR@onstride.co.uk.
We use automated decision making as part of our fraud prevention identity verification. We may also use automated decision making in our credit underwriting process. This process takes into account customer stated data such as income, expense and employment information, as well as third-party data, such as credit reference data or published national household income and expense averages, to judge creditworthiness of an applicant and affordability of the requested loan. Such automation ensures that each customer is treated consistently and is evaluated objectively and allows us to make fair and responsible lending decisions.
Each loan is manually reviewed as part of our loan application process; however, you may still provide your opinion or contest the decision. You also have the right to object to the automated processing for direct marketing purposes. For automated processing requests, please contact us at Privacy@onstride.co.uk.
We will delete or anonymise data when, in accordance with our Data Retention Policy, we no longer need to process it. If we anonymise data, we may continue to use it (in anonymised form) beyond periods specified in our Data Retention Policy. You have the right to request us to delete your data sooner for a number of different reasons, for instance, if it was unlawfully processed and you may do so by sending your request to GDPR@onstride.co.uk. We will review your request and respond within one month.
You have the right to request us to limit the use of your data for a number of reasons, including if you have requested we correct data about you, you have objected to our use of your data, and if you believe your data was processed unlawfully, or if you need us continue to store your data for legal reasons related to you. Please note that in the event you request restriction, we will continue to store it according to our Data Retention Policy. If you would like to request restriction please email GDPR@onstride.co.uk.
Yes, On Stride Financial (previously operating under the entity EuroNetCash, LLC) has merged with and now operates under CashEuroNet UK, LLC. This means CashEuroNet UK, LLC, has legally taken responsibility for all of On Stride Financial's past and current loans.
Think of this merger as a corporate restructuring. CashEuroNet UK, LLC and EuroNetCash LLC are partner companies, owned by the same parent company. This merger allows us to streamline our processes, which means we can expand our lending options and make for a better borrowing experience for you, our customer.
This merger will not impact your rights or our obligations, and your experience with On Stride Financial should not substantially change. Any of the rights you previously had, including GDPR rights or the right to complain, remain as they were.
If you have an existing loan, your scheduled payments will continue to be due on the same dates, and you'll be able to log in and apply for new loans on this website. If you have any additional questions, our contact information will also remain the same and we’d be happy to answer any of your questions.