Our mission is to create a fairer credit market that works for everyone. The Financial Conduct Authority’s (FCA’s) guidance regarding Treating Customers Fairly (TCF) is at the heart of everything we do at TotallyMoney.

We understand that the customers we support will be in different circumstances and have varying needs. As part of this, our dedicated Customer Operations (COps) team have put measures in place to ensure that we’re able to give every customer the help they need, even those most vulnerable.

We take care and consideration when responding to all the queries we receive, thinking about how best to support whoever has contacted us. For example, we may stick to plain English rather than complicated industry jargon. Our recommended method of contact is by email, however, should you need to speak with us over the phone, we’ll do our best to accommodate this for you.

Although we can’t offer financial advice, we’ll still try to point you in the right direction so you can get the help and advice you need from an appropriate source (such as StepChange and Citizens Advice).

We've put together a Support Hub here, which contains lots of information for organisations that can help support our vulnerable customers. This covers a range of topics, including but not limited to:

So if you're struggling, we suggest checking this page out or feel free to contact us directly.

Click here to see how you can contact us