Reduce the time to process refunds from 10 to 3 days

Thanks for this idea, @Jeffus. I agree that 10 days seems high given how banks can be quick on refunds these days. I would say that this timeframe is a maximum. A refund requested via the online account will get processed on the day and sent to the bank as soon as, as long as the next day is a day the bank is operating. I wonder what percentage of refunds do land within 3 days… but for those that don’t for any reason, whether that be due to us or the other parties involved, we allow 10 days. 

As this refund timescale isn’t something our online account product team can change, I’ll change this status to ‘can’t be done yet’ and leave it as an idea to gather votes and gauge interest. 

Yep it would be interesting to know the OVO average. 

I only looked at EDF and they quoted 3 days.

It won't be an ideal proxy but we can ask customers on the forum where we suggest they ask for a refund either online or via the Support Team. 

If anyone see’s this who has recently requested a refund: do you remember how long it took to reach your bank account? 

I can tell you. Literally under 5 working days based on the refund I did last week - and the same one you might see in some of my recent screenshots.

Good to know 

I think it is a reasonable request then to ask OVO to reduce the the quoted 10 days given this and the EDF 3 days.

The 10 days feels unreasonable to me as performance indicator. 

Late to the party but I'm on the 6th working day and got this email this morning. I'm hardly clawing back every spare pound I can because I've got 10 days to chill in financial security am I?

It's painful and there's no reason for it to take this long.