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International Day of Older Persons: Treat older customers properly & fairly

The 1st October 2019 is the International Day of Older Persons. Older persons can be vulnerable to a number of things including elder abuse, ageism, and exploitation. We hear often of the stories of carers abusing older people and employers not treating older people equally. But frequently older persons are more vulnerable to being fobbed off by big companies when it comes to consumer rights such as being mis-sold or not gaining redress when they are entitled.

woman on swing man looking at her and her at himI hear many stories about big companies not ensuring  vulnerable people are informed of their consumer rights and/or providing really poor service. Look at the story of 81-year-old aunt, who one  Winter was left 11 days without heating (one engineer even told her “Well at least you save on the bills”). Once I was told and got involved the matter was resolved within the day and my aunt received redress! However, others who don’t know how to complain are at risk of being exploited, not receiving the service to which they are entitled or not receiving the full refund.

Here are 5 of the top consumer rights that people can use to help their older friends and relatives this Winter:

  • Ofgem has Quality of Service Guaranteed Standards in place. They require suppliers and any organisations that represent them, such as brokers or third party intermediaries, to ensure that each domestic customer is treated fairly. When there is poor service and/or a delay look these up and quote from them!
  • Follow the company’s complaints process and if necessary contact the CEO (See for contact details of all CEOs) if the matter is serious and/or you can’t get a satisfactory response. Outline clearly the issues and what you will do if you do not receive an acceptable reply, such as using the relevant Ombudsman.
  • The Consumer Rights Act 2015 states that all goods must be of satisfactory quality, be fit for purpose, last a reasonable length of time and match the description. Consumers are entitled to a full refund within 30 days of purchase and a repair or replacement after this time. Services must be carried out with reasonable skill and care. The company must put the customer back into the financial position in which they were in before the problems arose.
  • Look at switching energy every year. Use the various switch websites and cashback sites to check if you are on the cheapest tariff.

Energy, telecoms and other sectors have to abide by various codes of conduct. These, and all traders and service providers, have to abide by consumer law. However, many companies make it very difficult for people to complain, whether it be due to company ethos, processes or poor training. “The more we can do to help vulnerable people to assert their legal rights and not be taken advantage of the better.”

Electricity pylon Everything you need to know to complain about energy problems


All you need to know to make a complaint about energy will give you more information, advice and stories regarding energy and complaining.




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All you need to know about complaining to telecom providers






book Logo cartoon cow at a laptop of book cover. How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results!



How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! Advice, guidance, information,stories, templates and your rights!




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By Helen Dewdney, The Complaining Cow

Consultant | Author | Speaker | Blogger | Presenter | Journalist
Helping to make, prevent and deal with complaints

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