Older Scots 'Prefer To Grin And Bear It' Over Poor Service From Energy Providers
A study by the Ombudsman Services has found that nearly 80,000 Scots aged over 65 are ``suffering in silence'' by declining to complain about poor service they receive from their energy providers.
A study by the Ombudsman Services has found that nearly 80,000 Scots aged over 65 are suffering in silence'' by declining to complain about poor service they receive from their energy providers.
Research by Ombudsman Services: Energy, which handles unresolved complaints about energy companies, suggests that Scots aged 65 and over either do not like making a fuss (42%) or would be too embarrassed to complain (25%).
According to the data, those aged 65 and over are most likely to have a complaint about energy provision but they are least likely to complain about service and billing when companies do not meet their own service standards.
Billing (57%) was the main complaint among this age group in Scotland, which could be relate to disputed charges, inaccurate invoices and backdated billing.
This was followed by problems with supply issues (37%) and poor customer service (21%).
Brian Sloan, chief executive of Age Scotland said: The energy sector has not covered itself in glory for treating customers' fairly in recent years. Yet the process of making a complaint, and getting help to resolve that complaint, is getting easier. We're all urged to be savvy shoppers, and we all must demand good service as customers.''
Many older Scots who do complain say they find the process challenging. For instance, a third (33%) say they complained several times before anything was done and one in 10 (13%) say they were ignored.
Nearly half (48%) are unsure of or do not know what their consumer rights are, with many unable to determine when they have the grounds to make a complaint and how to ensure they do not suffer from unfair treatment when they do so.
Pensioners in Scotland are also the most concerned in the UK that their age may be holding them back, with nearly half (49%) put off complaining because they're worried that they won't be taken seriously because of their age. This compares to 34% across the rest of the UK.
Lewis Shand Smith, Chief Ombudsman commenting on the findings, said: Compared to the general population, those in later life are likely to rely more heavily on their energy provision so it's worrying that so few take a complaint further when they have one. It's concerning that nearly a million older people in the UK prefer to grin and bear it when they have a problem with their energy because they don't want to make a fuss or feel intimidated. It's also worrying that so few know their consumer rights, which could leave many vulnerable.''
Older people in Scotland in particular, feel their age is a barrier to complaining because they feel they will not be taken seriously. That is something that society as a whole should address as a matter of priority.''