Our Complaints Process

We’re sorry to hear you’re unhappy. We take all complaints seriously and aim to resolve them quickly, fairly, and transparently.

To investigate a complaint, please complete our Complaints Form. This helps our team gather all the information we need to review your case properly.

Please note:

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.

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 the 8 weeks to complete a thorough investigation but we'll keep you updated during this time.

Once you’ve received our reply, you can:

If we don’t hear back within 7 working days, we’ll send you a follow-up email.

If there’s still no response after 6 weeks, we’ll issue a final resolution notice and close the case internally.

Depending on the circumstances, we may offer:

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.

If your complaint relates specifically to your energy supply, you also have the option to contact the Energy Ombudsman.
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If you’re a domestic customer and need free, impartial advice at any stage, you can contact:

These services can guide you through the process and ensure your complaint is handled fairly.

If you didn’t mean to raise a formal complaint, let us know and we’ll redirect your query to the right team so it can be resolved without going through the complaints process.