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How to give us Feedback:
We value your feedback and we're always looking at ways to improve our service.
You can send us any feedback through our online web chat, email or via a letter:
• Email us at hello@strideup.co
• Write to us at StrideUp Home Limited, Feedback, Third Floor, 20 Old Bailey, London, United Kingdom, EC4M 7AN
How to Make a Complaint:
Although we aim to provide you with the highest standards of service, there may be occasions when our service does not meet your expectations. This guide is intended to communicate the process we will follow should you feel the need to complain. The procedure has been designed to meet the requirements of the Financial Conduct Authority and the Financial Ombudsman Service.
If you would like to raise or discuss your complaint you may do so via the following channels:
• Phone us on 0203 875 3585
• Email us at complaints@strideup.co
• Write to us at StrideUp Home Limited, Complaints, Third Floor, 20 Old Bailey, London, United Kingdom, EC4M 7AN
What happens when we receive a complaint?
We will send you a written acknowledgement within five working days of receiving your complaint (whether made verbally or in writing). Your concerns will be fully investigated and a detailed response (‘final response letter') issued within eight weeks of receiving your complaint.
In order for a thorough investigation to be undertaken your complaint letter and details from your file will be sent to the relevant business area, who will be asked fora report. Should you have any concerns in the meantime you should contact the member of staff whose name appears on the acknowledgement letter via one of the above communication channels.
What to do if we fail to respond to you within 8 weeks or if you’re dissatisfied with the outcome of the complaint?
In the unlikely event that no response is provided by us within the eight-week period or if you are dissatisfied following our final response letter, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of the date of this letter. If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
If the matter is to be referred to the Financial Ombudsman Service you can contact the Ombudsman at:
The Financial Ombudsman Service
Exchange Tower
London E14 9SR
You can also call them on 0800 023 4567 (calls to this numbers are free on mobiles and landline. This number may not be available from outside the UK, so please call on 0044 20 7964 0500 if you’re trying to contact the FOS from abroad.
Further information can be found at the Financial Ombudsman website http://www.financial-ombudsman.org.uk/
Please note you should allow us to complete our internal complaints procedure before you refer your concerns to the Ombudsman or the Ombudsman will not deal with your complaint.
There are certain types of complaints which are outside the Ombudsman's jurisdiction.
Before you refer the matter to the Ombudsman you may wish to contact them using the contact details above to discuss your complaint.