Viridian UK is committed to providing an excellent standard of customer service and always welcomes feedback from clients. If you are dissatisfied with any aspect of this service and would like to make a formal complaint, please contact us either by telephone on 01225 352193, email – MARK@VIRIDIANUK.CO.UK or write to 115 Bradley Road, Trowbridge, Wiltshire BA14 0QS.

The formal written procedure for handling complaints is as follows:

• Your complaint will be acknowledged within 5 working days of receipt.
• We aim to deal fully with all complaints within 4 weeks of receipt. If there are valid reasons for the consideration taking longer, you will be kept fully informed in writing or via telephone or email as you prefer. No complaint should take any longer than 8 weeks.
• We will liaise with any counselling organisation acting on your behalf, if requested to do so.
• A final decision will be given in writing.
• If you are not satisfied with the final outcome, you may refer your complaint to the MCS Accreditation Scheme – (contact details below). We will co-operate fully with any independent adjudicator during their investigation and are committed to compliance with any decision handed down.

The Microgeneration Certification Scheme (MCS) is a certification scheme for microgeneration installation companies and products. The scheme helps to ensure consistent standards and provide confidence to consumers considering investing in microgeneration technologies. However, it is recognised that at times things can go wrong and, in such circumstances, MCS is committed to dealing with complaints in a fair and impartial manner.

MCS installation companies working with domestic customers must also be a member of the Renewable Energy Consumer Code (RECC). MCS works closely with RECC to address complaints for domestic consumers. In some cases, complaints may need to be addressed by both parties to ensure a complaint can be fully investigated.

Please ensure you have read this information and the MCS Complaint Guidelines prior to submitting your complaint.

• The MCS Complaint Guidelines provide an outline of how MCS handles complaints. You should read the guidelines before submitting a complaint.
• Any complaint must be made by the customer or someone authorised to act on their behalf and at their request.
• If the issue you are complaining about has already been resolved then it will be treated as feedback rather than a complaint.
• If complaining about an MCS certified company the complainant must:
  – be able to demonstrate that they have attempted to resolve the issues identified with the certified company;
  – not undertake remedial work through a independent third party unless this third party was appointed by the certified company or MCS complaint handler; and
  – be willing for the certified company to be present at any inspections, carry out remedial work and have access to the property unless the complainant can justify to MCS why this cannot happen.
• The complainant must ensure the complaint is clearly defined and where possible clearly broken down into its constituent items. If possible, any evidence and / or photographs should be provided with the complaint.
• Your complaint must be registered with MCS no more than two years after the date the incident took place or in the case of MCS certified installations no more than two years after the date that the system was commissioned.
• In general, where legal proceedings have started against a Certified Company the complaint handler has the right to suspend or end any investigation of your complaint.
• Please note, the complaints form must be filled in with as much detail as possible in order for us to register them properly. We cannot process complaints that do not provide a full summary of the issue.