1. How to make a complaint
Please explain what happened, the outcome you are seeking and any useful account, contract or contact details. You can complain by:
- email: info@dracobusiness.co.uk;
- post: Draco Business Solutions Ltd, Unit 13, Freeland Park, Wareham Road, Lytchett Matravers, Poole, Dorset, BH16 6FA; or
- telephone or an agreed messaging channel, although we may ask you to confirm key details in writing.
We can communicate in English, Cantonese or Mandarin. Our formal complaint record and final response will be kept in English.
2. Acknowledgement
We aim to acknowledge your complaint within three working days. We will record the complaint and may ask for further information if this is needed to understand the issue.
3. Investigation
We will review the relevant evidence, which may include emails, messages, call recordings, quote records, supplier information, contract documents and internal notes. We will investigate fairly and keep you informed where the matter requires more time.
4. Our response
We aim to provide a full response within 14 working days where possible. Our response will explain our findings and any action or proposed resolution. More complex matters may take longer, but we will issue our final response within eight weeks unless exceptional circumstances prevent this.
5. If you remain dissatisfied
Tell us which part of the response you disagree with and why. A person with suitable authority will review the complaint and any additional evidence. If we cannot agree a resolution, we may issue a final response or deadlock letter explaining the next step.
6. Energy Ombudsman
If you are eligible and your complaint remains unresolved after eight weeks, or if we issue a deadlock letter sooner, you may refer the dispute to the Energy Ombudsman. Its service is free and impartial.
The Energy Ombudsman may ask for copies of the complaint, correspondence and supporting evidence. Using the Ombudsman does not remove any other legal rights you may have.
7. Complaint records
We keep an appropriate record of complaints, including the date received, the issue raised, evidence reviewed, communications, outcome and any escalation. Complaint records are normally retained for at least 12 months and may be kept longer where required for compliance, legal or dispute-resolution purposes.
8. Accessibility and support
If you need reasonable assistance to make a complaint or receive our response in a more accessible format, please tell us and we will try to help.