- Many say move to banking and booking appointments on the internet is ‘ageist’
One in three over 60s say services such as banking online has made their life harder than it was five years ago, according to Age UK.
A poll carried out by the charity found 53 per cent of older people felt frustrated when they were asked to access services – not only financial, but also things like booking a doctor’s appointment – online, instead of in person or on the phone.
Some 38 per cent said they felt this was ‘ageist’.
Age UK said the shift to ‘digital first’ has created significant barriers for older people who are not comfortable with using technology, leaving many struggling to access essential services.
While most banks, utilities and telecoms companies still operate phone lines, many will push customers towards online messaging or AI chat bots in the first instance.
Those who want to use the phone often face much longer waits than those who are able to use online messaging or email.
Helping hand: The Age UK survey found that two in three over-60s got assistance from their family and friends when using the internet, at least some of the time
The Financial Conduct authority is considering forcing banks to publish their call waiting times in a bid to improve customer service.
Swathes of bank branch closures in recent years have also made it harder for some of those who prefer to bank in person.
The Government and industry have responded by creating ‘banking hubs’ run by the Post Office, where different banks serve customers under the same roof.
This is Money has a list of the best savings accounts that can be managed by phone and post here.
There is also evidence to suggest those who aren’t online pay more for things like insurance, phone contracts and train travel, as they are not able to access or research the best deals.
Research for the Centre for Social Justice in 2023 found that the difference between the cheapest online and offline price for home contents insurance was 46 per cent, while a sim-only phone contract could cost 114 per cent more.
Caroline Abrahams, charity director at Age UK said: ‘Arguably far too little effort is being made by many organisations of all kinds to look after the interests of non-computer users.
‘At Age UK we think it’s time for older people to have a legal right to access public services offline if they don’t use the internet.
‘This would provide great reassurance and comfort for millions of older people – and some younger ones too.’
Age UK said the shift to online had left some over-60s forced to rely on others for help, which had the effect of ‘undermining their independence and self-esteem.’
Around two in three over-60s said their family and friends helped them out online at least some of the time.
Last month, the Government published a Digital Inclusion Action Plan which it says will ‘Open up opportunities through skills, tackle data and device poverty, break down barriers to digital services, and build confidence.’
Abrahams continued: ‘The publication of the Government’s Digital Inclusion Action Plan is a great opportunity to change this for the better.
‘As well as generating many more opportunities for people of all ages to go online and stay online, the plan must also lead to much more consideration for the needs of those who aren’t computer users and who never will be, many of them older people.’
Is someone YOU know fed up with being forced to sort out their finances online? Get in touch: helen.crane@thisismoney.co.uk
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