Frequently asked questions

Here are some of the common questions people ask about Tully.

Of course, if you can't find what you need here, just chat with our team.

Is Tully free?

How does Tully make money?

Is Tully FCA authorised?

How long does it take to get debt advice?

Why doesn't Tully have a phone number?

Why can't I just sign up to Tully from the website?

How do I make a complaint?

 

Is Tully free?

Yes. Tully is completely free for you to use and offers online budgeting, independent debt advice and money coaching.

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How does Tully make money?

We don’t believe that people struggling with money should ever have to pay to get the support and advice they need.

That’s why our budgets, debt advice and Flexi-Plans are 100% free. We will never charge our customers fees. Ever.

Because we never take any money from our customers, we make money by charging lenders a small percentage of the money that we help our customers payback. This is called fair share and is the same way that leading debt charities like StepChange and Christians Against Poverty fund their services. 

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Is Tully FCA authorised?

Yes. We are authorised to provide debt advice by the FCA. Our FCA license number is 811098 and you can see exactly what we're licensed to do here.

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How long does it take to get debt advice?

As with most questions like this, it depends. If you have multiple bank accounts and lots of different debts then it might take longer to build your budget and get advice than someone who has just one bank account and only a small number of debts.

But, because Tully does everything online, you can start, save your progress and come back to it in your own time and at your own pace. Plus our experts are available via chat throughout the whole process so you can get help at any stage if you need it.

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Why doesn't Tully have a phone number?

Tully was created to help increase the number of people who could access free debt advice.

We do that by offering debt advice entirely online. Using advances in technology to build budgets faster and more accurately than existing manual processes and using customers online Tully accounts, live chat and email to get debt advice, support and money coaching to customers more efficiently.

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Why can't I just sign up to Tully from the website?

To make sure we get everything, absolutely right for everybody who is using Tully today, we're rolling out access through our early partners which include a number of different lenders, city councils and energy providers.

We are adding new partners all the time and making Tully better every day, so if you want to be first in line when we throw open the doors to the world, join The Mission today.

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How do I make a complaint?

If you aren't happy with the service we have provided then you can contact us directly via email on [email protected]o.uk or by post at:

Tully
Floor 4, 45 Poynt North,
Wollaton street,
Nottingham,
NG1 5FW

If we take more than eight weeks to send you a final response, or you don't think we've resolved your complaint, you can contact the Financial Ombudsman Service.

You can call them on 0800 023 4567 or 0300 123 9123.

Email them at [email protected]

Or by post at:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

If you do decide to refer your complaint to the Financial Ombudsman Service, you need to do it within six months of the date of our final response.

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