1. Purpose
The purpose of this policy is to establish a clear and transparent process for handling complaints from customers regarding our services. This policy ensures timely and fair resolutions, enhancing customer satisfaction and maintaining Bunch’s reputation as a reliable service provider.
2. Scope
This policy applies to all Bunch customers who wish to make a complaint about our services.
3. Definition of a Complaint
A complaint is an expression of dissatisfaction from a customer regarding our services or how they have been delivered.
4. Complaints Handling Process
4.1 Submit Your Complaint
Customers can submit complaints through the following channels:
- Customer Support Phone Line on 0333 358 3377
- Customer Support Email at support@the-bunch.co.uk
4.2 Acknowledgment of Complaints:
You’ll receive an acknowledgment email confirming we’ve received your complaint and if we need more information, we’ll contact you during this time.
4.3 Investigation and Resolution:
We aim to provide a proposed resolution within 10 working days. All concerns and any agreed resolutions will be recorded on your account.
While we aim to resolve all complaints quickly, more complex cases may require up to 8 weeks to complete a thorough investigation but we’ll keep you updated during this time.
4.4 Communication of Outcome:
Once the complaint is reviewed, we will communicate the resolution. If the outcome is not satisfactory, customers will be informed of their right to escalate the complaint.
5. External Escalation
If you remain dissatisfied after receiving our final response, or if 8 weeks have passed since you first raised your complaint with us, you may refer your complaint to the Dispute Resolution Ombudsman (DRO). DRO is an independent, not-for-profit alternative dispute resolution service approved by the Chartered Trading Standards Institute. Their decision is binding on Bunch but not on you, and the service is free to use.
- Name: Dispute Resolution Ombudsman (DRO)
- Website: disputeresolutionombudsman.org
- Phone: 0333 241 3209
- Email: info@disputeresolutionombudsman.org
- Address: Dispute Resolution Ombudsman, Premier House, First Floor, 1-5 Argyle Way, Stevenage, SG1 2AD
Complaints about your energy supply
If your complaint relates specifically to your energy supply (provided by your licensed supplier), you can contact the Energy Ombudsman. Please note that Bunch is not directly registered with the Energy Ombudsman; you will need to list your licensed supplier as the responsible party. You can find your supplier information in your customer portal under “Contract Service > Services” or by contacting our support team.
6. Continuous Improvement
Bunch values customer feedback and uses complaints as an opportunity for continuous improvement. We analyze trends to implement preventative measures and improve our services.
7. Review and Update
This policy is reviewed regularly to maintain its effectiveness and relevance. Necessary updates will be made to reflect any changes in regulations or procedures.
Bunch Contact Information:
Customer Service Hotline: 0333 358 3377
Email: support@the-bunch.co.uk
Office Address:
Bunch, Impact Working, Spectrum, Bond St, Bristol
BS1 3LG
Date of Policy Implementation: 01/04/2026
By implementing and following this complaints policy, Bunch aims to foster customer satisfaction and maintain a positive relationship with its customer base.