Complaints Procedure

You can raise a complaint through any of the following channels:

• In-app support chat — open a chat from the Support page or via the Bitey assistant; available 24/7 with replies within 12 hours.
• Email — write to hello@unibites.co.uk; available 24/7 with replies within 24 hours.
• Phone — call 0333 880 6644; open 15:00–20:00 (UK time).
• Social media — message us on TikTok or Instagram @getunibites.

To help us investigate quickly, please provide:

• Your name and account email address
• A clear description of the issue
• Relevant dates and any order or subscription reference
• Any supporting information (such as screenshots)
• The outcome you are seeking

When we receive your complaint, we will:

• Acknowledge your complaint within 2 working days and assign it a unique reference number.
• Investigate the circumstances fairly and promptly, reviewing any relevant account information, messages, or transaction records.
• Respond with a full reply and, where appropriate, a proposed resolution, within 10 working days of acknowledgement.

More complex complaints may take longer to investigate. If we need more time, we will contact you to explain why and give you an updated timeframe.

To help us identify trends and improve the Service, we record each complaint under one of the following categories: recipe, group, account, payment, messaging, content, or other. The category does not affect how your complaint is handled or the priority it is given.

If you are not satisfied with the resolution we propose, you can ask for your complaint to be reviewed by a senior member of the team. To request a review, reply to our response or contact us at hello@unibites.co.uk within 30 days, quoting your complaint reference number and explaining why you believe the resolution is not appropriate. We will review the complaint and provide a final response within 10 working days.

Complaints can generally be reopened within 30 days of being closed. After 30 days, a new complaint reference will be issued.

If you remain dissatisfied with our final response, and you are a consumer resident in the UK, you may have the right to refer your complaint to an alternative dispute resolution (ADR) scheme. We are not currently a member of an ADR scheme, but we will cooperate with any certified ADR provider you choose to use. You can find information about certified ADR providers at adr.consumerjustice.org.uk.

Nothing in this procedure limits any statutory rights or remedies you may have under UK consumer law, including the right to take legal action. If you are a consumer, you may also have the right to bring proceedings in the courts of the jurisdiction in which you live.

We retain complaint records for 7 years from the date the complaint is closed (or from the date the complainant’s account is anonymised) for audit and legal purposes, after which they are permanently deleted. Personal data within a complaint may be anonymised where the complainant’s account has been deleted, in line with our Privacy Policy and Account Deletion and Data Requests information.

If you have any questions about this complaints procedure, you can reach us through the Contact page or by writing to hello@unibites.co.uk.