Bunch Complaints Policy

We do our best to ensure we provide the best customer service, so if something isn’t right we have a dedicated complaints process to support you in getting your issue resolved.

STEP 1 – Get In Touch

The first thing to do is get in touch with us, you can do this by chat, email or phone. One of our helpful teams will do their best to get your issue resolved within 5 working days. We’ll work hard to understand the issue, identify the resolution and ensure everything is sorted before the case is closed.

STEP 2 – Escalate to our Customer Specialist Team

If you’re not happy with the initial resolution, you have the option to escalate to a formal complaint. The Customer Specialist Team will review your case in full and work with you to get the matter resolved as quickly as possible within 8 weeks.

If it becomes apparent that we’re unable to reach an agreement on a resolution before the 8 weeks deadline, we will reach a position of ‘deadlock’. When this happens, we will write to you explaining our view on the case and offer one final offer of resolution. If this final offer is declined, you will receive

STEP 3 – Making a formal Complaint to the Ombudsman

Hopefully we will get your case resolved, however if your complaint is open longer than 8 weeks you will be sign-posted to the ombudsman services. This is where you can open a case and ask them to take an independent review on your complaint. We will issue you a deadlock letter which you can then take to the ombudsman for independent investigation.

Further Support

If you require any independent advice during your time with The Bunch then you can contact the Citizens Advice at any time on 0808 223 1133.