Very concerning experience involving a vulnerable elderly person
We became involved after an 87-year-old family member with dementia received several unsolicited calls regarding loft insulation. During the call, she clearly explained that she was elderly, became confused, and would normally ask her daughter to deal with these matters on her behalf.
The numbers displayed on her phone appeared to be UK mobile numbers. We called these numbers back and spoke to individuals who stated they had not made the calls and had no connection to the sales enquiry. One person appeared frustrated and indicated they had received similar return calls before. This raised serious concerns for us about the way the calls were being presented.
Despite our family member explaining that she was elderly and confused, an appointment was arranged for the following day.
When a representative attended, we challenged the circumstances under which the appointment had been booked. We also later contacted the company and requested details of their formal complaints procedure. Rather than being provided with the complaints process, we were simply asked to supply an email address so that somebody could contact us.
Another point that caused concern was that the representative stated he had been working for the company for two years and that they had never received any complaints. However, after checking Companies House records, we found that OLIVE HOME AND SOLAR SOLUTIONS LTD was incorporated in April 2026. This appeared inconsistent with what we had been told and raised further questions about the company's history and trading record.
Our main concern is the apparent lack of safeguards when dealing with potentially vulnerable customers. When someone clearly states they are elderly, confused, and normally rely on family members to make decisions, we believe additional care and checks should be carried out before arranging appointments.
We have submitted a formal complaint and are considering referring our concerns to the relevant authorities, including Trading Standards and the Information Commissioner's Office, for further advice.
4 August 2026
Unprompted review
