Viridian Energy Solutions Complaints Policy & Procedures
This is the policy and procedures that sets out how Viridian Energy Solutions Limited will deal with complaints about the company and its business practices.
The Company recognises that there will be occasions when its actions do not meet the reasonable expectations of the public. This procedure is designed to enable proper consideration to be given to each and every complaint in a way that is as fair and impartial as possible.
All complaints will be reviewed regularly by the Managing Director of Viridian Energy Solutions Limited.
A summary of all complaints will be reviewed monthly by the Viridian Energy Solutions the Managing Director.
Where the complaint concerns matters covered by an installation guarantee or consequential damage guarantee in relation to Solid Wall insulation or Cavity Wall insulation, the Customer must make the complaint within 25 years of the installation completion date for that product.
Where the complaint concerns the granting of personal finance, the complaint must be made at a time when there is still an outstanding balance owed by the Customer under the credit agreement. In the event that the Customer is not satisfied with Viridian Energy Solutions’s decision, the Customer may make a further complaint to the relevant Ombudsman Service. Viridian Energy Solutions will assist the Customer in any such reference, but they can be contacted direct using the details below.
Personal finance Financial Ombudsmen Service
Exchange Tower
London
E14 9SR
http://www.financial-ombudsman.org.uk/consumer/complaints.htm
If you wish to make a formal complaint against Viridian Energy Solutions Limited it should be made in writing by letter or email to the relevant addresses below. You must include all the details including: property details, our customer reference number along with your contact details, email or phone numbers with suitable times for contact.
Viridian Energy Solutions Limited
Unit 2B Sandy Lane Farm
Sandy Lane
Great Chart
Kent
TN26 1JN
Once we have received your complaint it will be dealt with in accordance with the following three steps.
- You will be sent an acknowledgement within 48 working hours of receipt of your complaint. If we are unclear as to any aspect of the issues you have raised we may ask you for additional information or clarification in order to investigate the matter further.
- If the complaint is not relevant to Viridian Energy Solutions, you will be notified within 5 working days of receipt of the complaint and where possible we will direct you to the relevant body.
- Viridian Energy Solutions will review your complaint and a full reply will be sent to you within 20 working days
