Elderly energy customers ‘suffering in silence’

Almost a million elderly customers are “suffering in silence” about the poor service they receive from their energy suppliers. That’s according to new findings from Ombudsman Services and Age UK. […]

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Almost a million elderly customers are “suffering in silence” about the poor service they receive from their energy suppliers.

That’s according to new findings from Ombudsman Services and Age UK.

The main reason those aged 65 and above complain is because they either “don’t like making a fuss” (32%) or “worry they will feel intimidated” (9%).

They are also most likely to have an issue about energy supply but are least likely to complain about service and billing when standards slip “to unacceptable level”, the report claims.

Billing was the main complaint (56%) followed by problems with supply issues and poor customer service (26%).

Age UK external affairs adviser Mervyn Kohler said: “The key point is to keep meticulous records of every phone call, letter or email; whom you spoke to and what action was promised.

“The energy company has eight weeks to resolve the issue, after which Ombudsman Services can intervene – at no cost to the complainant. It is an important service which all older people should be telling their friends all about.”

A recent report said more than 40% of people were unsure on how to help an elderly person switch energy suppliers.