Complaints Procedure

1. How to make a complaint

Tell us what happened, what outcome you want, and any account or contract details that will help us investigate. You can contact us 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 record the issue and ask for any further information needed to investigate it.

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 why you disagree with our response. Someone with suitable authority will review the complaint and any new evidence. If we cannot resolve it, we may issue a final response or deadlock letter explaining your next steps.

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.