Denmark's energy complaints board handled 556 consumer cases in 2025, nearly double the previous year's volume, with Velkommen and Nettopower accounting for 241 grievances over delayed refunds. This surge, detailed in an unpublished annual report obtained by media, highlights systemic issues in customer billing and repayment processes, shaking confidence in a sector integral to Denmark's trade and renewable energy exports. As a business correspondent, I see this not just as a consumer rights matter but as a corporate governance failure that could ripple through Copenhagen's business districts and the Ăresund region's economic fabric, where energy firms drive key commerce.
The Escalating Complaint Numbers
The AnkenÊvnet pÄ EnergiomrÄdet, Denmark's Energy Complaints Board, recorded a sharp rise from approximately 278 cases in 2024 to 556 in 2025, based on the near-doubling trend reported. Of these, 43% targeted Velkommen and its subsidiary Nettopower, focusing largely on withheld customer balances from overestimated aconto payments. This concentration suggests recurring operational flaws rather than isolated incidents. For context, Denmark's energy sector, a cornerstone of its economy with significant renewable energy contributions, relies on consumer trust to sustain export-driven growth and investment in hubs like Copenhagen's Nordhavn. The numbers indicate a breakdown in standard business practices, where accurate billing is crucial for maintaining market stability.
| Company Group | Complaints in 2025 | Primary Issue |
|---|---|---|
| Velkommen and Nettopower | 241 | Delayed refunds of customer balances |
| Other energy companies | 315 | Various consumer grievances |
| Total Complaints | 556 | Overall increase from 2024 |
Customer Impact and Economic Strain
Peter Bergmann, an elementmontĂžr from HĂžjer, exemplifies the human cost. He discovered over 52,934 kroner owed from months of excessive aconto charges, funds that could have bolstered his family's daily life or earned interest elsewhere. 'We have played bank for Velkommen,' Bergmann said, echoing frustrations from other current and former customers awaiting thousands in repayments for months. This situation ties directly to business efficiency, when companies like Velkommen delay refunds, they effectively use consumer capital as interest-free loans, distorting household economics and potentially reducing disposable income that fuels local trade. In Copenhagen's bustling commercial zones, such cash flow disruptions can dampen consumer spending, affecting retail and service sectors.
Corporate Response and Systemic Flaws
Lars Heinhar, co-owner of Velkommen and Nettopower, acknowledged the problem, attributing missing payouts to 'system errors' and assuring that money is en route. He noted, 'Hitting 100 percent accuracy on estimates is hard, but it is never our goal to over-invoice.' However, this explanation rings hollow for customers who report needing repeated service calls and threats of legal action to secure refunds. From a business standpoint, such errors undermine Denmark's reputation for reliable energy services, a key export area where companies like Ărsted lead in renewables. If domestic players like Velkommen falter, it could cast shadows on international partnerships and investor confidence in the Ăresund region's energy cluster.
Regulatory and Market Repercussions
Esben GrĂžnborg Geist, vicedirector of ForbrugerrĂ„det TĂŠnk, criticized Velkommen for not proactively returning funds, stating, 'Energy companies should automatically refund consumers, and it should not be the consumer's task to askâor wait months or wrestle with the company to get money back.' This sentiment resonates across Denmark's trade landscape, where consumer protection bolsters economic integrity. The Energy Complaints Board's growing caseload may prompt tighter regulatory scrutiny, potentially leading to fines or operational mandates that affect company revenues. For instance, if Velkommen's practices persist, it could face decreased market share, impacting its financial performance and, by extension, stakeholders in Copenhagen's stock exchange-listed energy entities.
Broader Implications for Danish Energy Trade
Denmark's economy thrives on sectors like renewable energy, with exports of wind technology and green solutions driving trade balances. Consumer disputes in retail energy supply, as seen with Velkommen and Nettopower, tarnish the sector's image, possibly deterring foreign investment or complicating trade negotiations. In business districts like Carlsberg Byen or Ărestad, where energy firms cluster, such issues highlight the need for robust internal controls to prevent revenue leakage and maintain competitive edge. The complaints surge underscores a paradox: even as Denmark champions sustainable energy globally, domestic customer service lags, risking collateral damage to brand Denmark in international markets.
Pathways to Resolution and Trust Rebuilding
The Energy Complaints Board's role is pivotal in mediating these disputes, but its backlog suggests systemic fixes are overdue. Companies must streamline refund processes, perhaps adopting digital solutions common in Copenhagen's fintech scene, to ensure timely repayments and restore consumer confidence. For Velkommen and Nettopower, addressing 'system errors' urgently is not just a legal obligation but a business imperative to safeguard their market position. As Denmark eyes growth in renewable energy exportsâa sector contributing billions to GDPâaligning domestic operations with global standards becomes critical. The coming months will test whether energy firms can turn complaints into catalysts for improvement, reinforcing Denmark's stature as a reliable trade partner.
In conclusion, this complaints spike is more than a consumer issue, it's a business alert for Denmark's energy industry. With economic impact at the fore, the question remains: can companies like Velkommen rectify these flaws before they erode the trust underpinning Denmark's commercial success?