Contact Us - Pounds to Pocket

Chris Laverty, Trevor OSullivan and Andrew Charters of Grant Thornton UK LLP were appointed as joint administrators of CashEuroNet UK LLC on 25 October 2019.
If you receive any requests to make payment to any other bank accounts, please inform our Customer Support team immediately on 0800 056 1515 for QuickQuid or 0800 210 0923 for On Stride Financial (formerly Pounds to Pocket).
For more information visit https://casheuronetukadministration.grantthornton.co.uk/
Please remember, never give personal information or account details to anyone who contacts you unexpectedly. We will never ask for your bank details.

Customer Support

You can reach out to On Stride Financial's customer support team with any questions regarding your Pounds to Pocket account and/or your current Pounds to Pocket loan.

Phone

0800 210 0923

Email

customersupport@onstride.co.uk

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

Complaint Resolution Process

You can report complaints in reference to Pounds to Pocket loan products, policies or services orally or in writing. This can be done via email at complaint@poundstopocket.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. 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.

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@poundstopocket.co.uk

Our website address: www.poundstopocket.co.uk.

Complaints Publication Data

Firm Name:	CashEuroNet UK, LLC
Period covered in this report:	1 January 2019 – 30 June 2019
Brands/trading names covered:	Pounds to Pocket, QuickQuid, On Stride Financial

Product/Services grouping	Consumer Credit Lending
Number of complaints opened	20,611
Number of complaints closed	17,291
Percentage closed within 3 days	NA
Percentage closed after 3 days but within 8 weeks	NA
Percentage upheld	24.4%
Main cause of complaint opened	NA