Older people are facing a threat that is often overlooked in policy discussions: digital scams. Scammers are evolving rapidly, deploying ever more sophisticated tactics to defraud those who are among the most vulnerable.
For many of us, the digital world is second nature. We shop online, bank online, and socialise online. But for older people, who may have come to digital technology later in life or who have had to adapt quickly during the pandemic, this transition hasn’t been smooth. They are now navigating a landscape that wasn’t designed with them in mind and the results can be devastating.
I think of Eileen, a 92-year-old woman from Surrey, whose story is, sadly, far from unique. She’s lost count of how many times she’s been targeted by fraudsters. Some of these attempts come as phone calls – someone claiming to be from her bank, urging her to ‘verify’ her details. Others arrive as emails, warning that her pension account has been compromised or that she’s won a competition she never entered. She’s even received text messages telling her she’s won prizes, each message a new opportunity for scammers to exploit her trust.
Eileen now dreads every incoming call or email. The relentless nature of these attacks has left her feeling anxious and fearful of technology, of the phone in her pocket, and even of her own judgment. The sheer volume of these scam attempts has eroded her confidence and undermined her independence. And she’s not alone.
The latest findings from our New Ageing Index reveals a stark reality: scams like these are robbing older people not just of their hard-earned money, but of their dignity and their peace of mind. One in eight people over the age of 66 say they have been the victim of a digital scam. The emotional toll is just as severe. Many victims report feeling ashamed and embarrassed – emotions that can isolate them even further from family and community support. This erosion of trust is one of the most insidious consequences of scam culture.
It’s not just older people themselves who are worried. Our data shows that 80% of UK adults now believe that the increasing digitalisation of society is putting people at greater risk of financial scams. For those over 66, that concern rises to 86%. Even younger adults, those aged 18 to 34, are concerned (76%), but it’s clear that older people are carrying the heaviest burden of this digital threat.
And when these scams succeed, the consequences can be devastating. Across all age groups, around one in seven people report losing between £1,000 and £5,000 to scammers. For someone on a fixed income in later life, that’s not just a financial setback – it’s a crushing blow to their security and wellbeing.
Yet despite the clear and growing evidence of this crisis, the response from the institutions that should be protecting older people has been far too slow and far too shallow.
Banks and financial institutions have introduced fraud detection measures, and while these are welcome, they often miss the mark. Too many of these systems are one-size-fits-all solutions that don’t take into account the unique needs and behaviours of older customers. They place the responsibility on individuals to spot the scam and avoid the trap – a daunting task when fraudsters are trained to manipulate and deceive.
Tech companies, too, must do better. Social media platforms, search engines, and messaging apps are still too often hosting fraudulent adverts and fake investment schemes that specifically target older people. Despite promises to tackle these issues, harmful content continues to slip through the cracks, putting older people like Eileen in harm’s way.
The public, however, is clear: this is no longer acceptable. An overwhelming 85% of UK adults believe that banks and financial institutions have a duty to do more to protect people from scams. Among family carers, who so often act as the frontline defenders for older relatives, that figure rises to 93%. There is a real appetite for meaningful action, and I believe it is our responsibility to answer that call.
But the duty doesn’t stop at banks and tech firms. Successive governments have failed to treat digital scams as the national crisis it has become. All too often, fraud is seen as an inconvenience rather than a threat to people’s independence, financial security, and mental health. This has to change.
We need better regulation for tech platforms and financial services. We need targeted digital literacy campaigns that speak directly to the needs of older people. We need to invest in scam prevention, not just expect people to fend for themselves in a digital world that can feel hostile and overwhelming.
Above all, we need to reframe the conversation around scams. Too often, when someone is scammed, we talk about it as a personal failing – a momentary lapse in judgment. But that’s simply not the case. Older people are navigating a digital landscape that wasn’t built for them, often without the same digital skills or confidence as younger generations. That’s not their fault – it’s a sign that the systems around them need to do better.
For me, the stakes could not be higher. Older people have spent decades contributing to our society. They deserve to live without the constant fear of being exploited. They deserve systems that are designed with them in mind, and policies that reflect their needs and priorities. As the CEO of Home Instead, I see this as part of our mission: to ensure that older people can live well, safely, and with dignity, whatever challenges the digital age might bring.
That’s why I’m calling on banks and tech companies to introduce smarter, more bespoke safeguards that genuinely protect older people from harm. These solutions must go beyond standard fraud alerts and start to reflect the lived experiences of those most at risk. I’m also urging the government to legislate with urgency – to treat digital fraud as the crisis it is and to protect the older people who are, quite literally, our national treasure.
We also need to work together as a society to support older people in rebuilding trust – trust in their devices, trust in their services, and trust in themselves. Because when scams erode that trust, the damage goes far beyond financial loss. It strikes at the very heart of older people’s independence and confidence.
The digital revolution has brought incredible benefits, but it has also created new threats. The least we can do is ensure that those who have given so much to our society are not left to face these battles alone.
This article was written by Martin Jones MBE, CEO of Home Instead.
Photo by Stephen Phillips via UnSplash and Martin Jones
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