Free and independent third-party support

These organisations are independent from us and exist to make sure you get clear information, fair treatment and the right support for your situation. If you’re unsure which service is best for you, any of them can help point you in the right direction.

Citizens Advice Consumer Service (CACS)

Provides guidance on consumer rights, complaints and disputes with companies. They can explain your options and help you understand next steps if something hasn’t gone as expected.

👉 https://www.citizensadvice.org.uk/consumer/

Extra Help Unit (EHU)

Offers additional support for people who may be vulnerable or need help navigating complaints processes. The EHU works independently and can help ensure you are treated fairly.

👉 https://ehu.org.uk/

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​Dispute Resolution Ombudsman (DRO)

An independent, not-for-profit alternative dispute resolution service approved by the Chartered Trading Standards Institute. If you've been through our complaints process and remain dissatisfied, or if 8 weeks have passed since you raised your complaint, you can refer it to DRO. Their decision is binding on Bunch but not on you, and the service is free to use.

Citizens Advice

Offers wide-ranging advice on housing issues, including problems with private landlords, repairs, and your rights as a tenant. They can help you understand what your landlord is responsible for and how to take action if needed.

👉 https://www.citizensadvice.org.uk/housing/

👉 Customer Help Line

Energy Ombudsman

If your complaint relates specifically to your energy supply, you can contact the Energy Ombudsman. They investigate complaints about energy suppliers and can make binding decisions on the supplier.

👉 https://www.energyombudsman.org
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TruEnergy Trust

Provides specialist support for people struggling with energy bills or experiencing financial hardship. This includes advice on reducing energy usage, help understanding bills and financial assistance for eligible customers.

👉 https://www.truenergytrust.co.uk/
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StepChange Debt Charity

Offers free, confidential debt advice and practical support if you are struggling with repayments. They can help you create a realistic plan and explore options to manage or reduce debt.

👉 https://www.stepchange.org/

👉 Customer Help Line
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​National Debtline
If you’re struggling with debt, talking to someone can help. National Debtline's free debt helpline offers confidential support from experienced advisers who understand what you’re going through.
👉 https://nationaldebtline.org/
👉 Customer Help Line