We’re truly sorry to hear you’re not happy. We take all complaints seriously and aim to resolve any concerns quickly, fairly, and transparently.
If you’d like to raise a complaint, here’s how to do it:
Step 1 – Submit your complaint
Email us at: 📧 info@the-bunch.co.uk
Use the subject line: "Complaint"
In your email, please include:
Your full name and property address
A clear description of the issue
Any relevant evidence, screenshots, or supporting information
Step 2 – What happens next?
You’ll receive an automatic acknowledgment email straight away, confirming your complaint has been logged.
A member of our Complaints team will respond within 10 working days.
If we need more details, we’ll reach out during that time.
All concerns and any agreed resolutions will be recorded on your account.
⏳ We aim to respond as quickly as possible, but some cases may take up to 10 working days depending on complexity.
Step 3 – After our response
Once you receive our reply, you're welcome to:
Ask follow-up questions
Request further clarification
Let us know if you're not satisfied with the proposed resolution
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.
Potential outcomes may include:
A full explanation of what happened
An apology, where applicable
Compensation, if appropriate
Corrective action to fix any errors
Need extra support?
You can also contact Citizens Advice Consumer Service (CACS) or the Extra Help Unit (EHU) at any time for free, impartial advice — especially if you’re a domestic customer and feel you need support through the process.
We really appreciate your patience and the chance to put things right. If your concern wasn’t intended as a complaint, just let us know and we’ll redirect your message to the right team.
How do I make a complaint?
Written by Meg
Updated over a week ago