Bunch - December 2025

Keeping on top of your utility bills can be hassle for many and one company that ‘promises’ to do it all for you is ‘Bunch’. Bunch promises to manage all your household bills in one place, streamlining Offering to streamline all of your bills into one monthly payment.

We hear from Gabrielle who decided to go with the company, back in July, when she moved into her property in Enfield. Gabrielle decided to go with ‘Bunch’ as at her previous tenancy her gas bill was going up every single month which ultimately put Gabrielle in debt. She wanted to know what she would be paying monthly. Bunch agreed to take over Gabrielle’s electricity, gas and water bill for a monthly payment of £187. But after forking out £374 to the company, she received a letter in the post from her water provider, which said she was overdue a payment and needed to pay £366 pounds. Gabrielle didn’t think anything of it because she remembered receiving an was an email saying it might take some time for the payments to reflect. However, the following month, Gabrielle received another letter from her water provider but this time, requesting payment immediately. Gabrielle emailed ‘Bunch’ and the company confirmed that it had not paid her water bill. Unhappy with the service, Gabrielle decided to cancel. But her final bill included a charge of £150 for 92 days water supply, despite ‘Bunch’ admitting to never paying for it.

We also hear from Katherine from Gairloch in North West Scotland. She went with Bunch for just her electricity, and it planned to switch her over to a new supplier. But 6 weeks later, she received an £80 bill from Ovo Energy, charging her for electricity use. Ovo also informed Katherine that it was supplying her property. Bunch had taken Katherine’s money over two billing cycles. Bunch had arranged for the energy supply of the wrong property to be taken over–a detached house half a mile away. Katherine cancelled her contract but despite Bunch never paying for her electricity, she only received a partial refund. The company had over £100 of her money and on top of this she was told to expect £100 cancellation fee.

We wrote to Bunch and it told us: Bunch told us it’s still early in its journey and it’s learning as it grows, adding that these cases highlighted some operational processes that it needs to tighten, and areas of its customer experience that need more attention. It said that whilst it fully accepts responsibility for their experiences, an investigation concluded that the issues were caused by a third-party company it works with rather than any action taken by Bunch.

Bunch told us that Gabrielle’s experience resulted from an error when setting up her account. Instead of sending the bills to Bunch’s office, her water supplier mistakenly sent them directly to her, which understandably caused alarm and confusion.
It admitted its own delays in responding only made things worse, meaning it took far too long to uncover the true cause of the problem. It said that despite repeated requests to the water supplier to correct the correspondence address and send bills to the right place, its actions were delayed and ultimately, so was its ability to resolve things for Gabrielle. Bunch said it fully accepts that it should have identified and escalated the issue sooner, and put things right by paying the water bill, as well as repaying all payments made by Gabrielle in full, and provided a gesture of goodwill to acknowledge the stress and time this situation caused her.

Bunch said that Katherine’s case was a clear operational failure on its part, with its partner company accidentally taking over the energy supply for the wrong property. As a result, Katherine continued to receive bills from a different energy supplier, who was in fact still supplying her home. This created unnecessary confusion and delayed the resolution of her case.

We were told that once Bunch had identified the error, it asked the third-party company it works with to refund all bills in full as it held the energy money. It added that it had requested Katherine’s bank details to make a final refund payment and an additional gesture of goodwill payment to compensate her for the time, inconvenience, and stress this caused.

Bunch said it was truly sorry that both customers were placed in such distressing situations. It said their experiences and the findings from Bunch’s own investigation led to meaningful operational changes within the company, including strengthening its partnerships and escalation processes with suppliers, increasing internal resources to improve response times and case ownership, and implementing new quality controls and monitoring systems to identify and resolve errors faster.

Bunch concluded that these incidents have been taken very seriously, and it is determined to learn from them to rebuild trust with its customers and ensure that such situations do not happen again.

You can watch the VT, here for 28 days - https://www.bbc.co.uk/iplayer/episode/m002nbym/the-one-show-10122025