Feedback and complaints

Updated: 11 Nov 2025

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: servicing@strideup.co
  • Post: StrideUp Homes Limited, Feedback, 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

If you believe something has not been handled properly, you can raise a formal complaint with us. We take every complaint seriously and aim to resolve it as quickly and fairly as possible.

You can contact us via:

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 you would like to speak to someone while your complaint is being reviewed, please contact the person named in your acknowledgement email or letter.

If you remain dissatisfied

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

Tel: 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 relating to 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. Please also be advised that the Financial Ombudsman Service is not able to investigate every complaint that it receives, as the issue may not be within its jurisdiction.

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.

Your StrideUp home is waiting for you.

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