Our commitments to you

​As your energy supplier, we have a responsibility to ensure we work with integrity – this means that we work hard to make sure you’re being treated fairly and in an honest and transparent way.

 

The following information sets out useful documents and details to help you get the best out of your relationship with us, as well as help you keep abreast of your regulatory requirements.

 

We’ll add more information as it becomes available, so please keep checking back here. In the meantime, if you would like extra information about anything energy related, we’d be happy to help you, so please call us. 

 

 

Back-billing commitmentsBack-billing commitments

In situations where you have not been charged or you have been charged incorrectly for your energy use, we may send an invoice to recover these costs. This is known as 'back-billing.'

We’re committed to delivering the highest standards of customer service, and recognise our responsibilities with regards to back billing.

If you are a micro business customer, we won't bill you for unbilled energy consumption in excess of 2 years, if it is our error.  Download the Voluntary Standards for Microbusiness Energy Users to read about the responsibilities we have as a supplier, and for advice on how you can prevent back-billing.

​A microbusiness is defined as a business which:

  1. Consumes no more than 293,000kWh of gas or 100,000kWh of electricity each year; or
  2. Has fewer than ten employees and an annual turnover not exceeding €2m

 

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Refunds for microbusiness customers with closed accounts Refunds for microbusiness customers with closed accounts

We’re committed to delivering the highest standards of customer service, and recognise our responsibility to refund credits on closed accounts for microbusiness* customers. You can download the Voluntary Standards for Microbusiness customers to find out more about the responsibilities we have as a supplier, and more information about refunds on closed accounts. These standards have been agreed with Energy UK and the Industrial and Commercial Shippers and Suppliers Group (ICoSS). Both organisations promote good practice within the energy sector.   
Find out more about ICoSS here. Find out more about Energy UK here.

If you have moved premises, or changed your supplier you may be entitled to a refund.

Moving premises

If you have moved premises, please download and complete a change of tenancy form and send it to customer_transfers@dongenergy.co.uk

Changing suppliers

If you have changed supplier, please send the following information to customer_services@dongenergy.co.uk  
• Your final meter reading
• Your contact details and forwarding address

If there is a credit amount on your account, we will refund this within 28 days of the date on your final bill, or as soon as is practical after that time.

 

*A microbusiness is defined as a business which:

a. Consumes no more than 293,000kWh of gas or 100,000kWh of electricity each year; or

b. Has fewer than ten employees and an annual turnover not exceeding €2m

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Visiting your premisesVisiting your premises

On occasion, representatives of DONG Energy may need to visit your site in order to potentially carry out any of the below:

  • Site surveys
  • AMR installation
  • Meter exchanges
  • Routine maintenance visits

Arranging the site visit

If a visit is required, our representatives will always attempt to book an appointment with you in advance, by telephone.
When our representatives telephone, they are required to clearly explain their reason for contacting you, making it clear they are acting on behalf of DONG Energy. Additionally, they are required to confirm:

  • Site address details
  • Access requirements
  • Individual customer or site requirements
  • Passwords or additional security arrangements

If you require a risk assessment and method statement, please request this during your discussions with the representative. 
If the representative is unable to make contact with you, they will attempt to make the visit to carry out these works.

On the day of the site visit

If an appointment has been agreed in advance and it is possible to do so, the representative will telephone on the day of the appointment, prior to the visit to provide you with an estimated time of arrival.

When the representative arrives on-site, they are required to:

  • Be polite and professional
  • Wear appropriate Personal Protective Equipment (PPE)
  • Show you their ID / accreditation upon request
  • Explain the reason for the visit, confirming it is appropriate to proceed before starting any work.
  • Keep you informed about the progress of that work, which includes advising you at any point if any technical issues or concerns arise.
  • Ensure that the work area is clean and tidy before leaving, removing all tools and materials
  • Confirm that you are satisfied with the work carried out and help with any other questions that you may have.
  • Record your comments or feedback, in order it pass them back to DONG Energy. 

Work carried out at your premises by other third parties

On occasion, representatives or agents that are unrelated to DONG Energy may arrive at your premises to review your metering supply infrastructure. These third parties will usually be acting on behalf of the companies that are responsible for the Distribution infrastructure (i.e. National Grid, Scotia, Southern, Wales & West or Northern Gas Networks).

We cannot account for all agents of all parties that carry out work on the UK’s energy infrastructure, however any reputable agent or Reasonably Prudent Operator (RPO) will be happy to share accreditation information with you, and provide you with the means to check their credentials and reasons for attending your site. Once confirmed, the agent will then need to proceed with their work. 
DONG Energy does not have direct involvement with these parties, therefore it is important that you ask them to provide you with their credentials.

Providing feedback

You can provide feedback in the following ways:

  • Contact your DONG Energy Account Manager or call our customer service team on 0800 0568 111.
  • Complete a Customer Satisfaction questionnaire. (You will receive this - or be invited over the telephone to participate).
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Treating customers fairlyTreating customers fairly

​We are committed to treating all micro business* customers fairly. This means that in all our interactions, we will be honest, transparent, professional and appropriate. Our objective is to ensure that we deliver the service you need and that we are committed to the following standards:

 

Our standards of service:

Whether written or verbal, the information we provide will be:

  • Complete, accurate and not misleading.
  • Clearly expressed in plain language, so that any actions required from you are easy to understand.
  • Related to the products or services that are appropriate to you.
  • Fair both in terms of its content and in terms of how it is presented. We will give prominence to important information as appropriate.

What you can expect from us:

  • Ease of contact - via our Freephone telephone number, or contact email address. These details are shown on your invoice and also the "contact us" page of the website. 
  • Excellent customer service, from a team who are knowledgeable, courteous and professional.
  • Prompt action to resolve issues in a timely, efficient manner. We will keep you updated on progress when handling a query.
  • Clear, accurate invoicing, with explanations for charges where necessary. 
  • Easy access to all your account information, any time, via our fast customer portal.  
  • We offer full technical support. Read more about technical services here             
                          

If for any reason you are not happy with any aspect of our service, we have a clear complaints procedure in place. Read more about making a complaint here. You can download a printable version of this statement here.

Get in touch:

Call our UK customer service team on 0800 0568101. We  are open from 9am to 5pm Monday to Friday, excluding Bank Holidays.

You can contact us by email at:  customer_services@dongenergy.co.uk.

Alternatively, you can write to us at :

DONG Energy Sales (UK)

5 Howick Place

London, SW1P 1WG

Tweet us at @DONGBusiness

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If you have a complaintIf you have a complaint

​We're passionate about delivering excellent customer service. However, if you are not happy with our service and wish to make a complaint, we have the following guidelines in place to ensure that this is handled quickly and efficiently.

Please visit our Complaints process page for full details on how to make a complaint, what happens when you make a complaint, plus names of other organisations that may be able to assist you.

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Guaranteed Standards of Performance Guaranteed Standards of Performance

As a customer, it's important that you know the standards of performance you can expect from your Gas Transporter (GT), electricity Distribution Network Operator (DNO) and DONG Energy.  You also need to know the actions you can take if these standards are not met.   

Your GT owns the network of gas pipes which supply gas to your premises and your DNO owns the electricity wires and cables which supply electricity to your premises.  

Click here to download the Guaranteed Standards of Performance.

 

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How to report energy theftHow to report energy theft

​Theft of electricity and gas costs UK energy consumers an estimated £400 million every year. It also presents a serious safety hazard, endangering the public, energy industry workers and the emergency services. Energy is usually stolen by interfering with electricity or gas meters, which can cause electrocution, fires and explosions. Energy theft is also increasingly associated with wider criminal activity.

In September 2016, Crimestoppers launched the Energy Theft Tip Off Service (ETTOS). This service allows members of the public to report suspected energy theft anonymously, using a 24-hour telephone line or by completing an online form. To find out more, visit the ETTOS website Stay Energy Safe

If you are concerned about energy theft, you can also contact our Customer Service team on 0800 0568 101.

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