Complaints Policy

What to do if you’re not happy

And what we’ll do to try and solve the issue

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Customers like you are at the heart of Bumper, and we’re committed to supporting you and providing the highest quality service we can.

We’re always looking for ways to improve, so if you’re not happy with our service we want to hear about it.

Want to make a complaint?

If you would like to make a complaint, you can:

  • Email us at complaints@bumper.co

  • Call us on 0800 6120946 (Monday - Friday 9am - 5.30pm), or

  • Write to us at: The Complaints Manager Bumper TOG, 1 Lyric Square, London W6 0NB

To give us the best chance of resolving your complaint, we’ll need:

  • Your account details
  • A description of your complaint and how you think we could resolve it
  • Any other relevant information, including your name and address and how you would like us to contact you

We will confirm that we have investigated your complaint within 48 hours of us receiving it, and we’ll try our best to resolve it within 5 working days.

If we haven’t been able to resolve your complaint within 5 working days, we’ll get in touch and let you know what is causing the delay, who is dealing with it and when we will be able to update you further.

Complex complaints

If a complaint is particularly complex, it may take us a little bit longer to sort out. We’ll try our best to resolve your complaint as quickly as possible and we’ll send you our final response within 8 weeks. If we can’t resolve the issue in this time, we’ll contact you to explain the delay and let you know when we are likely to have a solution for you.

If you’re unhappy with how we have handled your complaint at this point, you can refer it to the Citizens Advice Service.

Where to go if you’re still not happy?

If you’re unhappy with our final response, or you believe we are not resolving your complaint quickly enough, you may contact Citizen’s Advice who provide free, confidential and independent advice to help people handle issues they are dealing with.

They can provide advice face to face, over the phone or by webchat, their details are:

Website: https://www.citizensadvice.org.uk

Telephone: 03444 111 444

You can chat with them online here:

https://www.citizensadvice.org.uk/about-us/contact-us/contact-us/chat-service-money-and-debt

You can search for your local branch here:

https://www.citizensadvice.org.uk/about-us/contact-us/contact-us/search-for-your-local-citizens-advice