The Financial Conduct Authority – FCA – has urged banks and building societies to improve the way in which they manage Lasting Powers of Attorney – LPAs – and cases of bereavement. This follows a review that revealed inconsistent standards of service for vulnerable customers.

Although it is possible to make a Lasting Power of Attorney online without a solicitor, many people prefer to use a professional service like //powerofattorneyonline.co.uk/. Either way, according to the FCA, things are going wrong further along in the process.

Internal problems

The conclusions of the regulator’s investigation praised sound practices but also raised concerns. Some organisations were found to have detailed policies that gave clear timeframes for the processing of LPA registrations. However, in others, there were shortcomings in training and a lack of clarity about how to respond in emergencies, such as the sudden loss of mental capacity.

Poor customer service

The FCA reported that customers frequently had to repeat information to different members of staff and some cases were delayed or lost within poor internal systems. It balanced its criticisms with examples of good service, including dedicated helplines for handling LPA queries and processes that are designed around customer needs.

Digital inefficiencies

The watchdog also identified limitations in the digital access available to attorneys, partly caused by under-investment. It called on firms to expand the channels for access and to ensure their systems give appropriate support to vulnerable customers.

Demand for LPAs continues to rise, with more than 1.4 million applications submitted in 2024-25, while substantial progress has been made in clearing backlogs.