Older People’s Experience of Scamming

This qualitative research project, conducted on behalf of Age UK, was designed to explore:

• How older people – and possibly their families/carers – currently feel about scams.
• What Age UK can do to reflect, address and change these feelings through information and advice resources – both practically and in the tone of communication – to best support older people.

Approach

To collate a variety of perspectives across England we conducted fieldwork in the South, the Midlands and the North. In addition, we wanted to capture older participants with different views and usage of the internet, to understand whether access to the internet also influences experiences and perspectives. We conducted 3 remote focus groups and focus groups in Manchester and Birmingham. We also conducted face to face individual interviews with older people and paired depths.

Given the sensitive nature of the topic, it was important to create a safe space for older people and family members to talk about their experiences. This included personal feelings of shame, embarrassment as well as ongoing feelings of vulnerability and anxiety.

Outcomes

The research was able to draw out the unique experiences older people face and the lasting impact being scammed has on them. Unlike younger people who are scammed, older people are less likely to brush of this experience, their trust in their social world collapses, their confidence evaporates, and their independence becomes questioned.

Moreover, the research was able to test the usefulness, appropriateness and usability of Age UK current information provided to older people and provide practical feedback and distribution advice. Through our recommendations were able to identify gaps and a natural strategic space for Age UK within scamming discourse and services for older people.