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
- Email the team on hello@the-bunch.co.uk
4.2 Acknowledgment of Complaints:
We will acknowledge your complaint within 48 hours via your preferred contact method.
4.3 Investigation and Resolution:
Our team will investigate the complaint and aim to resolve it within 5 business days. If more time is required, we will inform you of the delay and provide an estimated resolution timeframe.
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. Escalation Procedure
If you are not satisfied with the resolution, your complaint can be escalated as follows:
- Escalation to our Complaints Team, who will aim to resolve it within 5 business days.
- If unresolved, it will be escalated to Bunch Management, who will work towards a resolution within 8 weeks while keeping you updated on progress.
6. External Escalation
If the complaint remains unresolved after 8 weeks, or you are unsatisfied with the resolution, we will direct you to your licensed supplier, who can escalate the matter to the industry Ombudsman.
Important Information About the Energy Ombudsman
At Bunch, we strive to resolve all customer concerns efficiently. However, Bunch is not directly registered with the Energy Ombudsman. Instead, our suppliers are responsible for handling disputes that may require escalation.
What This Means for You:
- If your complaint specifically relates to your energy supply, billing, or service provided by your supplier, you will need to list your supplier as the responsible party when raising a complaint with the Energy Ombudsman.
- If you are unsure who your supplier is, you can find this information on your customer portal under Contract Service > Services or by contacting our customer support team.
- We will continue to assist you in resolving your issue and can help you communicate with your supplier where needed.
For all other complaints relating to Bunch services, please follow our standard complaints procedure. If you have any questions or need support, feel free to reach out to our team at 0333 358 3377 or hello@the-bunch.co.uk. If the complaint remains unresolved after 8 weeks, or you are unsatisfied with the resolution, we will direct you to your licensed supplier, who can escalate the matter to the industry Ombudsman.
7. 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.
8. 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: hello@the-bunch.co.uk
Office Address:
77 Stokes Croft
Bristol
BS1 3RD
Date of Policy Implementation: 26/02/2025
By implementing and following this complaints policy, Bunch aims to foster customer satisfaction and maintain a positive relationship with its customer base.