Saga, the champion of the over-50s, may believe it has resolved the issue with angry lifetime subscribers of its monthly magazine, but I remain skeptical. In my previous article, I highlighted Saga’s decision to backtrack on its promise to provide free monthly copies of the magazine to those who paid a one-off fee for a lifetime subscription in the 1990s. While the magazine will still be available for free through a mobile app, the lifetime subscribers now have to pay an annual fee of £29.95 to receive a physical copy. This has understandably upset many subscribers, especially those who don’t have access to the internet or prefer reading a physical magazine.
Former Saga director general, Baroness Altmann, is irritated by the company’s breach of the lifetime deal and believes it is at best “immoral” and at worst, in violation of the Equality Act of 2010, which prohibits age discrimination in the provision of services. She expressed her concerns about the impact on Saga’s oldest customers, the majority of whom are now in their late 70s or 80s. It’s unfortunate that Saga’s founder, Sidney De Haan, is not around to give his opinion on this matter, but his son Roger, the current chairman, seems to support the decision.
Saga claims that most lifetime subscribers are understanding of the change and are comfortable reading the magazine digitally. However, for those who disagree and feel that Saga has broken its contract, they have the opportunity to sign a petition started by lifetime subscriber Graeme Forsyth. Graeme, a retired senior manager at a multinational company, has twice requested that Saga uphold the terms of the lifetime subscription, but his requests have been disregarded. Frustrated, he has now created a petition on change.org urging Saga to honor its contract with lifetime subscribers.
My message to Saga is simple: disregarding the concerns of loyal customers may have unforeseen consequences and could harm your reputation. I urge Saga to reconsider its decision and uphold the terms of its lifetime subscriptions.
On a different note, I want to highlight the positive response from Marks & Spencer (M&S) when things went wrong with an online purchase. Despite not being a big fan of their clothes, I appreciate the brand for its quality food and convenient products. Recently, I ordered flowers from M&S’s online store to send to a friend who had just moved, but the accompanying note addressed the flowers to a different recipient. After some difficulty navigating through M&S’s customer service, I finally reached someone who apologized for the mistake. As a result, my friend received a second bouquet, this time with a note from me. M&S’s response to the error demonstrates the strength of their customer service and willingness to fix mistakes.
Switching gears, I’d like to discuss the progress that has been made in the campaign to secure better deals for savers. For the past 18 months, The Mail on Sunday and Money Mail have advocated for improved interest rates for savers from high street banks. While our efforts often felt futile, it appears that the campaign is gaining momentum. Chancellor of the Exchequer, Jeremy Hunt, has warned banks that they could face regulatory action if they don’t pass on higher interest rates to savers. This issue was also brought up during an interview with Nick Ferrari on LBC radio, where he waved a copy of Money Mail in front of the Secretary of State for Work and Pensions, Mel Stride, demanding government action. It is encouraging to see that our campaign is having an impact, and I hope that savers will soon receive the better deal they deserve.
Lastly, I want to address the rising cost of insurance. We have received numerous letters from readers expressing their frustration with soaring premiums for various types of insurance. One reader, Barbara Penhallow, shared her renewal notice from Swiftcover, which revealed a shocking increase in her home insurance premium from £178 to £542.50. This significant price hike is unacceptable, especially considering that nothing had changed to justify such an increase. As a result, Barbara decided to cancel her policy and found similar coverage elsewhere for around £242. Her experience highlights the ongoing issue of insurers taking advantage of loyal customers by charging significantly higher premiums. It is essential for insurance companies to stop this unfair practice and treat their customers fairly.
In conclusion, Saga must reconsider its decision and honor the terms of its lifetime subscriptions, Marks & Spencer sets a great example of customer service, the campaign for better savings rates is gaining traction, and insurance companies need to address the issue of rising premiums.
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