Pounds to Pocket uses cookies to enhance your website experience. By using this website, you agree to our use of cookies. Learn more.

Contact Us

Have you heard? Pounds to Pocket has merged with On Stride Financial.

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.

Log In

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 at 0800 016 3143. Calls are free from landlines, but mobile phone companies may charge up to 40p per minute.

Upon receipt of your complaint, we 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 them at:


Contact Details

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk

Further details are 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@poundstopocket.co.uk

Our website address: www.poundstopocket.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:Pounds to Pocket, QuickQuid, On Stride Financial
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