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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.

Frequently Asked Questions

Get answers to some common questions about our merger with On Stride Financial.

Repayment

Do I still need to repay my loan?

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)).

What will happen if I don’t repay my loan on time?

The terms and conditions remain as agreed when the loan was taken out.

I can’t afford to repay my loan. What should I do?

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 (formerly Pounds to Pocket) Support team on 0800 210 0923 as applicable to your loan.

How do I repay my 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 "Repaying your Loans"

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 (formerly Pounds to Pocket) 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.

I need to talk to someone about my loan or I have a question which is not answered here.

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.

Will I still be able to access my account during the administration?

The administrators will continue to provide access to the website and your account home so that you may access your account.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

Administration

What is an administration?

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.

Why has the Company entered into administration?

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.

Who are the administrators/Grant Thornton UK LLP?

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.

Are the administrators in contact with the FCA?

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.

How will my data be protected in this administration process?

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 at https://www.onstride.co.uk/privacy-policy and here https://www.quickquid.co.uk/privacy-policy.html supplemented by Clause 10 of Grant Thornton’s terms and conditions at 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.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

What can I do if my question has not been answered in this FAQ section?

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.

When will I receive what I am owed?

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.

Redress Complaints

Am I eligible to make a claim?

If you believe that you were provided with an unaffordable loan(s) through QuickQuid or On Stride Financial (formerly Pounds to Pocket) you may have an eligible claim.

What is an “unaffordable loan?”

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

How do I make an unaffordability claim?

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 (formerly Pounds to Pocket), 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.

I have an unaffordability claim which I have not yet submitted, what should I do?

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 (formerly Pounds to Pocket). 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.

Do I need to use a Claims Management Agency (CMA) or Claims Management Company (CMC) to make my claim?

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.

If I have an unaffordability claim, when will I be paid?

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.

I have already received confirmation that my unaffordability claim has been agreed and the amount that I will receive. When will I receive this?

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.

Will the FSCS pay my claim if CashEuroNet UK LLC does not?

No, the FSCS do not cover claims under consumer credit agreements. See https://www.fca.org.uk/publication/consultation/cp16-42.pdf

If I have previously received a redress payment from the Company, can I claim again?

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.

What should I do if I am approached by someone saying they work for CashEuroNet UK LLC or Grant Thornton or the Joint Administrators and want to help me submit a claim?

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.

What should I do if someone has indicated they can ensure I can get a higher claim amount, but I have to pay them a fee first?

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.

Will anyone ask for my bank details?

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.

Suppliers

I am owed money by CashEuroNet UK LLC, what should I do?

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

What should I do about orders that were placed before 25 October 2019 but not yet delivered?

Please make contact with your usual contact at CashEuroNet UK LLC in the first instance.

Do I need to continue to supply to the Company?

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.

What should I do if I have information about the Company?

We would be pleased to receive from any stakeholder any useful information concerning the Company, its dealing or conduct which may assist us.

What can I do if my question has not been answered in this FAQ section?

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.

What does the merger with On Stride Financial mean for me?

I have an active Pounds to Pocket loan.

Access to your Pounds to Pocket loan will still be available through On Stride Financial, and the payments you owe on your current loan will continue to be owed (and paid) through On Stride Financial.

To access your loan details, account information, loan history and other details related to your Pounds to Pocket loan, please log in via On Stride Financial. Just use the same login information you would use for Pounds to Pocket. If you can’t remember that password, please reset it here.

I’ve paid off my Pounds to Pocket loan.

You can log in to your account with On Stride Financial using the same email and password you used with Pounds to Pocket. If you've forgotten your password, you can reset it here. Once logged in, you’ll be able to view your account details and past loan information.

I’ve never had a loan with Pounds to Pocket.

If you've never had a loan with Pounds to Pocket, but are looking for an instalment loan of £150 – £5,000, consider On Stride Financial. On Stride Financial is operated by CashEuroNet UK, LLC, the same company that operated Pounds to Pocket. Now that Pounds to Pocket no longer lends money in the UK, we refer all of our Pounds to Pocket customers and potential customers to On Stride Financial.

Where can I find help to get out of debt?

We understand that breaking free of your debt can be a challenge. If you’re experiencing financial adversity, we recommend contacting one of these services offering free debt advice:

The National Debtline

A national telephone helpline for people with debt problems in England, Wales and Scotland. Their service is free, confidential and independent.
www.nationaldebtline.org
Helpline
Phone Number: 0808 808 4000
Monday – Friday from 9 a.m. – 8 p.m.
Saturday from 9:30 a.m. – 1 p.m.

Money Advice Service

Independent service set up by the government to help people make the most of their money. Offers free, unbiased money advice.
www.moneyadviceservice.org.uk
Money Advice Hotline
For English, call: 0300 500 5000
For Welsh, call: 0300 500 5555
Monday – Friday from 8 a.m. – 8 p.m.
Saturday from 9 a.m. – 1 p.m.

What are my rights as a data subject?

Portability

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.

Access

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@poundstopocket.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.

Rectification

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 016 3106.

Objection to Processing

You have the right to object to processing where processing is based soley 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 submit your email address on the next screen.

Via the web: Update your contact preferences 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@poundstopocket.co.uk.

Erasure

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@poundstopocket.co.uk. We will review your request and respond within one month.

Restriction of Processing

You have the right to request us to limit the use 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@poundstopocket.co.uk.