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# Complaints & feedback

Updated: 27 May 2026

### We value your voice

Whether you want to share a positive experience or tell us where we could do better, we want to hear from you. Every piece of feedback helps us learn, improve and continue building a service that reflects our values.

### How to share feedback

We welcome both positive feedback and ideas for how we can do better. You can reach us through any of the following channels:

- Live chat: Monday to Friday, 9:00am to 5:30pm
- Email: contact@customers.strideup.co
- Post: StrideUp Homes Limited, Third Floor, 20 Old Bailey, London EC4M 7AN

Please include your contact details so we can follow up with you if needed.

### How to make a complaint

We always aim to provide an excellent service, but if something hasn’t gone right—whether it is an issue with your mortgage account or a concern about how we handle your personal data and privacy rights—please let us know. We take all complaints seriously and will work to resolve your concern as quickly and fairly as possible.

You can contact us via:

- Live chat: Click here to open live chat Monday to Friday, 9:00am to 5:30pm
- Email: complaints@strideup.co
- Post: StrideUp Homes Limited, Third Floor, 20 Old Bailey, London EC4M 7AN

If your complaint is about how we have handled your personal data, you can also refer this to the Information Commissioner’s Office.

You can contact them via:

- Phone: 0303 123 1113
- Web page: ico.org.uk/make-a-complaint

Please also see our Privacy Policy for more details about how we use your personal data.

### What happens after you raise a complaint

Once we receive your complaint, we will send you an acknowledgement within five working days. We will then investigate your concerns by reviewing your case in detail and working with the relevant teams to understand what happened.

We aim to provide a full written response within eight weeks of receiving your complaint.

If your complaint is about how we’ve handled your personal data, we aim to respond to this within four weeks.

### If you remain dissatisfied

Financial Ombudsman Service

If you are unhappy with our final response, or if you have not received a response within eight weeks, you can refer your complaint to the Financial Ombudsman Service (FOS). This is a free and independent service.

You need to do this within six months of receiving our final response.

The contact details for the Financial Ombudsman Service are:

Financial Ombudsman,
Service Exchange Tower,
London
E14 9SR

Phone: 0800 023 4567 (or +44 20 7964 0500 if you are outside the UK)

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

Web: www.financial-ombudsman.org.uk

Before you refer the matter to the Ombudsman, you may wish to contact them using the contact details above to discuss your complaint.

Please note: Complaints about our Buy-to-Let Purchase Plan products are not eligible for referral to the FOS as they are not regulated by the Financial Conduct Authority.

Escalating to the ICO

If you are unhappy with the way we have handled a complaint regarding your personal data or privacy rights, you have the right to refer the matter to the Information Commissioner’s Office.

You can contact them via:

Phone: 0303 123 1113

Web: ico.org.uk/make-a-complaint

Please also see our Privacy Policy for more details about how we use your personal data.

### Our promise

We believe in treating every complaint with fairness and care. Our goal is to reach an outcome that feels transparent for everyone involved. Every piece of feedback we receive helps us learn and strengthen the experience we deliver for our customers.

StrideUp exists to make halal home finance accessible, reliable and aligned with faith. Listening to you is a key part of that mission.

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